What Freshdesk Omnichannel is focused on achieving: 

  1. All Customer interactions into a single platform. 
    • Single vendor and no APIs. 
    • You don't need to try and create an omnichannel view as  FRESHWORKS DOES IT ALL.
    • Its a PLUG and PLAY model - quick deployment and easy self maintenance.
    • Immediate granular reporting on all channels.
  2. Agents can immediately have a contextual understanding of what the customer has raised as a support query in the past/ to date. (FULL CUSTOMER JOURNEY)
  3. The agents can respond to all support channels from a single platform: SINGLE SCREEN and Omnichannel agent enablement
  4. Big focus on Deflection and Orchestration using our drop and drag bot builder. Typically used for Whatsapp bots.


  1. High level overview of the Freshworks as a whole with a summary of local customers and high level features of Freshdesk, Freshchat and Freshbots.
  2. Detailed pack covering most of the features of Freshdesk Omnichannel