TrustRadius

Freshdesk Omni vs. HelpDesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Omni
Score 9.2 out of 10
N/A
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$35
per month per agent
HelpDesk
Score 7.3 out of 10
N/A
HelpDesk is an online ticketing system that simplifies team workflows and enhances internal collaboration. Equipped with AI features, it optimizes responses and manages email overload through smart categorization. HelpDesk offers email and mail overload management through intelligent filtering and prioritization. With 256-bit SSL encryption, it provides a secure and reliable environment for enterprise customer…
$34
per month
Pricing
Freshdesk OmniHelpDesk
Editions & Modules
Growth
$29
per month (billed annually) per agent
Pro
$69
per month (billed annually) per agent
Enterprise
$109
per month (billed annually) per agent
Team
$34
per month per agent
Business
$59
per month per agent
Enterprise
Contact Sales
Offerings
Pricing Offerings
Freshdesk OmniHelpDesk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details—15% discount for annual pricing.
More Pricing Information
Features
Freshdesk OmniHelpDesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk Omni
8.5
1 Ratings
6% above category average
HelpDesk
-
Ratings
Organize and prioritize service tickets9.11 Ratings00 Ratings
Expert directory9.11 Ratings00 Ratings
Subscription-based notifications7.31 Ratings00 Ratings
Ticket creation and submission8.21 Ratings00 Ratings
Ticket response9.11 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk Omni
9.1
1 Ratings
15% above category average
HelpDesk
-
Ratings
External knowledge base9.11 Ratings00 Ratings
Internal knowledge base9.11 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk Omni
7.3
1 Ratings
6% below category average
HelpDesk
-
Ratings
Customer portal9.11 Ratings00 Ratings
IVR7.31 Ratings00 Ratings
Social integration4.51 Ratings00 Ratings
Email support7.31 Ratings00 Ratings
Help Desk CRM integration8.21 Ratings00 Ratings
Best Alternatives
Freshdesk OmniHelpDesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 9.0 out of 10
SysAid
SysAid
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk OmniHelpDesk
Likelihood to Recommend
7.3
(1 ratings)
-
(0 ratings)
Usability
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
Freshdesk OmniHelpDesk
Likelihood to Recommend
Freshworks Inc
For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
LiveChat
No answers on this topic
Pros
Freshworks Inc
  • When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
  • Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
  • Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.
Verified User
Anonymous
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LiveChat
No answers on this topic
Cons
Freshworks Inc
  • It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
  • Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.
NC
Niranjan choudhary
Manager Business Excellence
Read full review
LiveChat
No answers on this topic
Usability
Freshworks Inc
Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.
Chaitanya Jadhavar | TrustRadius Reviewer
Chaitanya Jadhavar
Technical account Manager
Read full review
LiveChat
No answers on this topic
Alternatives Considered
Freshworks Inc
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Verified User
Anonymous
Read full review
LiveChat
No answers on this topic
Return on Investment
Freshworks Inc
  • Our customers often give feedback to closed tickets to track satisfaction scores
  • Customers appreciate the value of viewing their tickets in the customer portal
  • We save time by having a single source system to interact with our customers and track issue history.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
LiveChat
No answers on this topic
ScreenShots

Freshdesk Omni Screenshots

Screenshot of Advanced AnalyticsScreenshot of Team InboxScreenshot of Customer Communication ManagementScreenshot of Conversational AI

HelpDesk Screenshots

Screenshot of A single ticket view.Screenshot of A list of all tickets stored in the application.Screenshot of A new support ticket created from within the application.