A complete guide to Freshdesk AI omnichannel in 2025

Let's be honest, running a support team today can feel a bit like being an air traffic controller. You've got emails landing, live chats popping up, social media DMs flying in, and the occasional SMS or phone call for good measure. Your customers expect you to keep track of it all and give them a smooth, consistent answer every time, no matter how they reach out.

Trying to manage that flood of conversations without letting details (or entire tickets) slip through the cracks is a massive headache. This is exactly the problem that AI-powered omnichannel platforms are meant to solve. They promise to funnel every customer interaction into a single, organized stream so your team can finally breathe.

One of the big players you've probably heard of is Freshdesk AI Omnichannel. It's built to bring a sense of calm to all that communication chaos.

But is it the right tool for your team? This guide will give you a straight-up, unbiased look at what you get with Freshdesk AI Omnichannel. We'll walk through its core features, untangle its slightly confusing pricing, and point out a few key limitations you should know about before you make a decision.

What is Freshdesk AI Omnichannel?

Before we get into the nitty-gritty, let's clear up what we're talking about. Freshdesk AI Omnichannel isn't just one thing; it's two main parts working together: an omnichannel platform and its own built-in AI engine.

The "omnichannel" promise

At its heart, Freshdesk Omni is Freshworks' way of bringing all your customer conversations into one place. It bundles the ticketing system of Freshdesk with the live chat tools of Freshchat. The whole point is to give your agents a single screen where they can see a customer's entire history, whether they first emailed last week, chatted yesterday, and called this morning. No more frantically switching between tabs and losing the thread of the conversation.

Meet Freddy AI: The brains behind the omnichannel platform

Freddy AI is the artificial intelligence that Freshworks has built directly into its products. Its job is to handle repetitive tasks and give your human agents a helping hand. It does this in two main ways:

• AI Agents: These are the bots that work on the front lines. Think of them as your first line of defense, automatically handling common customer questions, processing simple requests, and resolving basic issues across all your channels without a human ever needing to get involved.

• AI Copilot: This is the AI assistant that acts as a sidekick for your human agents. It works right alongside them, suggesting replies, summarizing ridiculously long conversation threads, and helping agents work faster and stick to the company's tone of voice.

A closer look at the features

Now, let's get practical. How do these features actually help your team on a day-to-day basis?

AI agents for round-the-clock automated support

The Freddy AI Agents are all about taking the boring, repetitive questions off your team's to-do list. They can handle the endless stream of "Where's my order?" or "How do I reset my password?" queries 24/7, freeing up your human agents to focus on the tougher, more interesting problems.

One of the platform's big draws is its no-code bot builder, which lets you set up and launch these agents without needing to write a single line of code. That's great for teams without a dedicated developer. Just keep in mind that these agents mostly learn from information that lives inside the Freshworks ecosystem, like your official help articles and FAQ pages.

The user interface for the Freddy AI Agent Studio, where users can build their AI agents.

The copilot to help your agents shine

While the AI Agents deal with customers directly, the AI Copilot is focused on making your human agents' lives easier. It's built right into their workspace and acts like an intelligent assistant whispering in their ear. It can:

• Suggest replies based on what the customer is asking.

• Summarize long, confusing tickets so a new agent can catch up in seconds.

• Provide real-time translations if you're supporting customers around the world.

The idea here is to make your agents more productive, keep your brand's voice consistent, and help new hires feel confident and capable much faster.

A screenshot displaying the main features of the Freddy Copilot for Freshdesk integration within the helpdesk.

A unified workspace and smarter ticketing

The central promise of Freshdesk AI Omnichannel is that single inbox view. It pulls every conversation, from every channel, into one place. This gives your agents the complete history and context they need to offer support that feels personal, not robotic. This is combined with smart ticketing features, like automatically sending a ticket to the agent best equipped to handle it, whether that's based on their skills, the customer's mood, or who has the lightest workload.

But here’s a catch that many teams don't consider until it's too late. While a unified inbox is great, the AI is only as smart as the information it can access. If the answer to a customer's question is tucked away in an internal wiki on Confluence or a process document in Google Docs, the AI can't see it. This leaves your agents right back where they started: manually hunting for answers, which slows everything down and kind of defeats the purpose of having an AI assistant.

Freshdesk AI Omnichannel pricing

Alright, let's talk about the price tag. This is where things can get a little tricky because it’s not as simple as a flat monthly fee. Your total cost is actually a mix of your base subscription, extra per-agent fees for the AI Copilot, and usage-based fees for the AI Agent.

Here’s a simplified breakdown of the Freshdesk Omni plans:

Plan	Price (billed annually)	Key Features Included	AI Add-ons & Costs
Growth	$29 /agent/month	Unified conversations, ticketing, knowledge base, standard reports.	Freddy AI Agent: $100 per 1,000 sessions (500 free sessions included once per account).
Pro	$69 /agent/month	Everything in Growth + multilingual support, custom dashboards, multiple SLA policies, community forums.	Freddy AI Copilot: $29 /agent/month. Freddy AI Agent: $100 per 1,000 sessions.
Enterprise	$109 /agent/month	Everything in Pro + skill-based assignment, audit logs, sandbox, custom objects.	Freddy AI Copilot: $29 /agent/month. Freddy AI Agent: $100 per 1,000 sessions.

There are two really important cost factors to wrap your head around here:

1. Agent-facing AI (Copilot) costs extra. If you're on the Pro or Enterprise plan, you have to pay an extra $29 for every single agent, every single month, just to give them the AI assistant features. That adds up fast.

2. Customer-facing AI (Agent) is pay-as-you-go. You get charged $100 for every 1,000 "sessions" (or conversations) the AI has with your customers. This can make your monthly bill incredibly unpredictable. If you have a busy month during a holiday sale, your support tool bill will spike right along with your ticket volume, making it a real challenge to budget for.

The potential downsides

While Freshdesk AI Omnichannel offers a nicely integrated package, its all-in-one design comes with some trade-offs you should think about before you commit.

The "walled garden" conundrum

Freshdesk’s AI is at its sharpest when all your information, tools, and knowledge are neatly contained within the Freshworks world. It's built to learn from its own knowledge base and ticketing data. But what if your company’s real knowledge, the stuff your agents actually use, is spread out everywhere?

This "walled garden" setup means the AI is blind to critical information stored in other places, like your technical docs in Confluence, your onboarding guides in Google Docs, or those important troubleshooting threads in Slack. This creates information silos and holds the AI back from giving truly complete answers, forcing your agents to go back to digging for information by hand.

A lack of risk-free testing

Letting an AI talk directly to your customers is a pretty big step. You want to be sure it’s going to do a good job. Freshdesk doesn’t offer a powerful simulation mode that lets you test the AI on thousands of your past tickets before it ever interacts with a live customer.

Without that, you're flying blind. It's nearly impossible to predict your actual automation rate, find the holes in your knowledge base, or tweak the AI's behavior ahead of time. You’re essentially forced to test it on your real customers, which is a stressful and risky way to find out where it falls short.

The challenge of unpredictable costs

We touched on this already, but it's a big enough deal to mention again. The pricing model can be a headache. That per-session fee for the AI Agent means your costs go up as more customers contact you. The more questions people ask, the more you pay.

This makes budgeting a nightmare and almost penalizes you for having popular support channels. It creates a weird situation where a spike in customer questions, even if they're all handled by the bot, leads directly to a bigger bill at the end of the month.

A different approach: A flexible AI layer for Freshdesk

Instead of throwing out your whole system and moving to a new one, there's another way to think about it. You can add a flexible "AI layer" right on top of the helpdesk you already know and use. This lets you keep your current workflows while adding powerful, specialized AI that solves the problems we just talked about.

A platform like eesel AI is designed to be that smart layer.

It connects not just with your Freshdesk knowledge base but also with over 100 other apps your team uses. It can learn from your past tickets, internal wikis on Confluence, project plans in Notion, and key conversations in Slack. This gives the AI a complete, 360-degree understanding of your company's knowledge, so it can give answers that are way more accurate and genuinely helpful.

An infographic illustrating how eesel AI centralizes knowledge from different sources to power support automation.

You can also get started in minutes without having to sit through a mandatory sales demo. With a one-click integration, eesel AI plugs right into your setup. From there, you get full control to decide exactly which tickets the AI should handle and what it's allowed to do.

Best of all, you can test it with complete confidence. eesel AI has a powerful simulation mode that lets you run the AI on thousands of your own past tickets. You can see exactly how it will perform, what your real automation rate will be, and where you need to improve your documentation, all before it goes live.

The eesel AI simulation dashboard showing how AI uses past product knowledge to predict future support automation rates.

And when it comes to cost, the model is much simpler. eesel AI uses a flat, predictable pricing plan. There are no fees per ticket resolved. Your bill is the same whether the AI handles 100 tickets or 10,000, which makes forecasting your budget a whole lot easier.

This video provides an overview of Freshdesk Omni's AI-powered features, including Freddy AI Copilot and AI agents for 24/7 support.

Is Freshdesk AI Omnichannel the one for you?

Freshdesk AI Omnichannel is a solid choice for teams that are already all-in on the Freshworks ecosystem. If you want a single, tightly integrated platform to manage everything and simplify your tool stack, it’s definitely worth a look.

However, that simplicity comes at a price: you risk getting locked into one platform, you have to deal with a complicated pricing model that can lead to surprise bills, and the AI's intelligence is limited to the information you keep inside its walls.

For teams that value flexibility, want total control over their automation, and need a predictable cost structure, a dedicated AI layer might be the smarter move. If that sounds more like your team, take a look at how eesel AI can plug into your current helpdesk and give it a serious upgrade.

Feature	Freshdesk AI Omnichannel	eesel AI
Setup Approach	Integrated, all-in-one platform	Flexible layer, integrates in minutes
Knowledge Sources	Primarily Freshworks ecosystem (KB, FAQs)	100+ sources (Past tickets, GDocs, Confluence, etc.)
Pricing Model	Base fee + per-agent add-ons + per-session fees	Flat, predictable monthly fee
Pre-Launch Testing	Limited	Powerful simulation on historical tickets
Best For	Teams committed to the Freshworks ecosystem	Teams wanting to enhance their existing helpdesk with flexible AI