Freshworks - Freshdesk Omni
Highlights
Service Packages and Offerings
Omnichannel
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Web widget
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Messaging channels
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Email
Self-Service
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Customer portal
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Knowledge base
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Chatbots
Conversational Engagement
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Unified agent inbox
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Conversation switch
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Proactive support journeys and campaigns
Ticketing
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Agent collision detection
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Custom agent status
Administrator Capabilities
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Collaboration - Threads and tasks
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Customizable contact, conversation and ticket properties
Contacts and Account Management
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Customer 360 - Contact events tracking and lifecycle
Dashboard and Analytics
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APIs - Report extraction, conversations, tickets
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Reports - Curated and custom
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Standard real-time dashboard
Security and Privacy
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Role-based access control
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Single sign-on
Everything in Growth, plus:
Omnichannel
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Bring your own channel (BYOC)
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Bring your own telephony (BYOT)
Self-Service
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Multilingual knowledge base
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Article versioning
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Full portal customization
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Community forums
Conversational Engagement
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Multilingual conversations
Ticketing
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Ticket templates
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Canned forms
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Dynamic ticket fields (sections)
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Advanced custom fields
Contacts and Account Management
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User targeting
Administrator Capabilities
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Multilingual CSAT
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Business hours - Global, multiple, group specific
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Assignment - Intelliassign, round robin, and load balanced
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Multiple SLA policies
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Parent-child ticketing
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Dynamic email notifications
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Multiple products
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Custom objects
Dashboard and Analytics
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Custom real-time dashboards
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Agent availability dashboard
Everything in Pro, plus:
Self-Service
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Approval workflow
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Flexible knowledge base hierarchy
Ticketing
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Agent shifts
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Out of office scheduler
Administrator Capabilities
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Audit logs
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Skill based assignment
Dashboard and Analytics
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Custom object analytics
Security and Privacy
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JWT authentication
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Allowed domains
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IP whitelisting
Details
Freshdesk Omni combines the functionalities of Freshchat and Freshdesk, merging Freshchat’s AI-powered chatbots with Freshdesk’s robust ticketing system. This solution enables businesses to provide excellent customer support services. It offers additional features such as Freddy Copilot to assist with responses.
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1. Integrate customer inquiries from various platforms, including Email, SMS, WhatsApp, Instagram, Facebook，etc., to provide support in a unified dashboard.
(Photo provided by Freshworks）
(Photo provided by Freshworks)
2. AI-driven chatbots leverage technologies such as Natural Language Processing (NLP) and Intent Recognition (ID) to automate customer interactions, resolve repetitive issues and improve service efficiency. Users may expand the knowledge base and modify responses.
(圖片由Freshworks提供)
3. Freshdesk Omni helps integrate information from Freshchat and Freshdesk to provide customer message reports. Through gaining deeper insights into customer behavior, ticketing and conversation capabilities, this facilitates making informed decisions and expanding business opportunities.
(Photo provided by Freshworks)
4. Freddy Copilot empowers users with an AI-powered collaborative tool to enhance their performance. With just a few simple prompts, Freddy Copilot helps you to summarize issues effortlessly and give suggestions for your next steps.
(Photo provided by Freshworks)