Verdict
Freshdesk Omni suits small and mid-size teams that want email, chat and WhatsApp with an AI agent at a low, fully published price. The catch is that live chat needs Omni, agent assist starts on Omni Pro, phone runs through a separate Freshworks product, and AI sessions are billed whether or not the AI resolves the case.
Good fit
- Small and mid-size teams that want low, published per-agent prices
- Ecommerce teams that want an AI agent to handle refunds and order updates
- Buyers who want monthly billing with no minimum
Look elsewhere
- Teams that need a built-in phone channel and a voice AI agent
- Teams that need skills-based routing below the Enterprise plan
- Buyers who want AI billed only on successful resolutions
Pros and cons
Strengths
- Every plan and add-on price is public, with monthly billing and no cancellation fees 1,2.
- Freshdesk Omni Growth bundles email, live chat, WhatsApp, Facebook and Instagram for $29 per agent a month, billed annually 1,3.
- Freddy AI Agent can process refunds, update orders and check shipping through 50+ prebuilt workflows 5.
- A Test tab runs up to 100 simulated queries before the AI agent goes live 6.
- Strong reviews: 4.5 out of 5 from 3,486 Capterra reviews 14.
Weaknesses
- Live chat, WhatsApp and the chat AI agent need Freshdesk Omni; plain Freshdesk has only a basic web chat 3.
- Freddy AI Copilot is a $29 per agent add-on, sold only on Omni Pro and Enterprise 1.
- AI sessions cost $49 per 100 and count every conversation the AI handles, and the 500 free sessions are a one-time offer 1,4.
- Phone runs through the separate Freshcaller product, and the AI agent does not cover voice 3,5.
- Skill-based routing is limited to Omni Enterprise at $119 per agent a month 1.
Key facts
| Made by | Freshworks |
|---|---|
| Pricing model | per agent |
| Paid plans from | $19 per agent a month, billed annually (Freshdesk Growth) 2 |
| 10 agents, AI on | $133 per agent a month (Freshdesk Omni Pro) |
| Free trial | 14 days |
| Channels | Email, Live chat, WhatsApp, Social messaging |
| Integrations | 1,000+ marketplace apps 2 |
| Security reports | SOC 2 Type II, ISO 27001, ISO 27701, SOC 1 Type II, CSA STAR Level 1 |
What Freshdesk is
Freshdesk is Freshworks' help desk, sold in two editions. Plain Freshdesk starts at $19 per agent a month and covers email, Facebook and a basic web chat, while Freshdesk Omni adds live chat, WhatsApp, Instagram and the full AI Agent Studio 2,3.
Omni Growth costs $29 per agent a month billed annually, or $35 monthly. Pro adds multiple SLA policies and the Copilot add-on at $79, and Enterprise adds skill-based routing and Freddy AI Insights at $119 1. Phone comes from Freshworks' Freshcaller product rather than the help desk itself 3.
The AI agent and assist
Freddy AI Agent runs on email, web chat, WhatsApp and social channels. It answers from your knowledge sources and, through prebuilt agentic workflows with Shopify, Stripe, PayPal and others, can process refunds, update orders and check shipping 1,5. Before launch, a Test tab runs up to 100 queries at once and can generate 50 sample questions from your content; reports then track resolutions, escalations and drop-offs 5,6. It does not handle voice calls.
AI agent use is sold in sessions at $49 per 100, after a one-time 500 free 1. A chat session covers 24 hours of conversation and an email session 72 hours, and a session counts whether or not the AI resolves the issue 1. Freddy AI Copilot, for reply drafts, summaries and live translation, costs $29 per agent a month billed annually ($35 monthly) and is sold only on Pro and Enterprise 1.
Help desk basics
- Channels. Email, Live chat, WhatsApp, Social messaging, plus a help center.
- Routing. Intelliassign, round-robin and load-balanced assignment on all Omni plans, with skill-based assignment on Enterprise 1.
- Automations. AI-powered workflow automations and SLA management on all Omni plans, with multiple SLA policies from Pro 1. SLA policies are included.
- Languages. Support portal in 47 languages; AI agents in 60+ languages 1,12
Pricing
A 10-agent team that wants both the Freddy AI Agent and Copilot needs Omni Pro: $790 a month in seats, $290 for Copilot and $245 for 500 AI sessions, for $1,325 a month 1. Omni Growth runs the AI agent for $535 a month for the same team but cannot add Copilot 1. Real AI costs run higher, since every conversation the AI touches uses a session, including ones it hands to a human, and unused sessions do not carry over 1,4.
Full Freshdesk pricing and bills at 3, 10 and 25 agents
3 agents
$422 /mo
$141 per agent · 750 conversations, 150 by AI
- Plan and seats
- $237
- Agent assist
- $87
- AI agent
- $98
10 agents
$1,325 /mo
$133 per agent · 2,500 conversations, 500 by AI
- Plan and seats
- $790
- Agent assist
- $290
- AI agent
- $245
25 agents
$3,337 /mo
$133 per agent · 6,250 conversations, 1,250 by AI
- Plan and seats
- $1,975
- Agent assist
- $725
- AI agent
- $637
Security and data
Freshworks holds SOC 2 Type II, ISO 27001:2022 and ISO 27701, and publishes its DPA and sub-processor list in its Trust Center 8. Data is hosted on AWS in the US, EU, Australia, India or the Middle East 9. Freshworks signs a HIPAA BAA covering Freshdesk, Freshchat, Freshcaller and Freshdesk Omni 11. Third-party models such as Microsoft's Azure OpenAI do not train on customer data, but Freshworks' own collaborative models are trained on data from multiple customers unless you opt out 9,10.
- Data processing agreement. Published DPA in the Trust Center 8
- Data hosting. US, EU, Australia, India and Middle East regions on AWS 9
- HIPAA. BAA by mutual agreement, covering Freshdesk, Freshchat, Freshcaller and Freshdesk Omni 11
- AI training. Third-party models do not train on customer data, but Freshworks' own collaborative models are trained on data from multiple customers unless you opt out 10.
- AI providers. Microsoft (Azure OpenAI models) for Freddy AI and Google Translate for translation, per the sub-processor list 9
What users say
Freshdesk averages 4.5 out of 5 from about 3,486 Capterra reviews and 4.4 from about 3,779 on G2 13,14. G2 reviewers praise its automation and ticket organization, but some report duplicate tickets and delays at high volume 13. The newer Freshdesk Omni listing on Capterra has only six reviews, averaging 3.7 15. Public customer stories include Hobbycraft, PhonePe, iPostal1 and Woolacombe Bay 5,7.
| Platform | Rating | Reviews | Seen |
|---|---|---|---|
| G213 | 4.4 / 5 | 3,779 | 8 October 2026 |
| Capterra14 | 4.5 / 5 | 3,486 | 8 October 2026 |
| Capterra (Freshdesk Omni listing)15 | 3.7 / 5 | 6 | 8 October 2026 |
What Freshworks claims (not independently checked):
- Freddy AI Agent delivers up to 80% resolution rates 7.
- Freshdesk Omni customers see 97% first contact resolution, 60% better agent productivity and 95%+ CSAT 7.
- iPostal1 resolves 54% of queries with AI 7.
- Hobbycraft has 30% of queries handled by AI 7.
- Woolacombe Bay cut average resolution time by 69% 7.
Concerns raised by others:
- Some G2 reviewers report duplicate tickets and delays during high-volume periods 13.
- G2 reviewers often cite missing asset management compared with sister product Freshservice 13.
- The Freshdesk Omni listing on Capterra has just six reviews averaging 3.7, so the Omni edition has little independent track record 15.
How we graded it
| Criterion | Why | Level |
|---|---|---|
| True cost with AI on 30% of the grade | $1,325 a month for 10 agents on Freshdesk Omni Pro with AI on, or $133 per agent 1,4. | 3/5 |
| Price transparency 15% of the grade | Every plan and AI price is public, with session and action limits in numbers, monthly billing available and no minimum commitment 1,2. | 5/5 |
| AI agent and assist 20% of the grade | Freddy AI Agent takes actions such as refunds and order updates on chat and email, plus Copilot for agents, but it does not run on voice 1,5. | 4/5 |
| Help desk essentials 15% of the grade | Omni covers email, live chat, help center, SLAs and automations plus WhatsApp and social, while phone comes through Freshworks' separate Freshcaller product 1,3. | 4/5 |
| Security and data 10% of the grade | SOC 2 Type II and ISO 27001, plus EU hosting and a HIPAA BAA, but Freshworks' collaborative models train on data from multiple customers 8,9,10,11. | 4/5 |
| What users say 10% of the grade | An average of 4.5 from 3,486 Capterra reviews and 4.4 from 3,779 on G2, with named customers such as Hobbycraft and PhonePe 5,13,14. | 5/5 |
| Total | Weighted sum of the six levels, out of 100. | 79 · B |
Sources
- Freshdesk Omni pricing
- Freshdesk pricing
- Getting started with Freshdesk Omni
- AI Agent and chatbot sessions FAQs
- Freddy AI Agent
- Test and optimize AI Agent
- Freshdesk Omni
- Freshworks Trust Center
- Sub-processors
- Freddy AI data and safety FAQs
- Freshworks commitment towards HIPAA compliance
- Manage Languages
- Freshdesk reviews
- Freshdesk reviews
- Freshdesk Omni