Last updated: 2026-02-25

Source: https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni

Getting Started with Freshdesk Omni

This onboarding guide helps you set up your Freshdesk account, explore essential features, and start resolving customer queries.

You will learn about:

  • Different products and plans available (Freshdesk Omni vs. Freshdesk)
  • Core features that power your support operations
  • Quick setup guide for admins to configure your account
  • Quick start guide for agents to respond to their first customer ticket

    • About Freshdesk SKUs

    We offer two core products that differ by capabilities and channel support. Choose the product that matches your support needs:

  • Freshdesk Omni (most popular)
  • Freshdesk (Email-first)

    • Here’s a feature comparison of core features. For a detailed comparison, check your Billing page.

    FeatureFreshdesk OmniFreshdesk
    Channel capabilitiesEmail, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox.Email, Facebook, and a basic Web Chat channel.
    AutomationAdvanced channel-specific routing, assignment rules, and SLA policies.Essential automation rules, ticket assignment, and SLA policies.
    Web ChatAdvanced Web Chat channel with live chat, topic routing, and AI Agent integration.Basic Web Chat channel with knowledge base integration and ticket forms.
    FacebookManage Facebook messages, comments, and posts directly from the unified inboxManage Facebook messages, comments, and posts directly from the unified inbox.
    InstagramManage DMs, story replies, and comments directly from Instagram Messaging.Not available
    WhatsAppConnect your WhatsApp Business number, respond in real time, and send approved message templates.Not available<br>Note: If you signed up for Freshdesk before December 2025, you can continue using your existing WhatsApp integration.
    Freddy AI  Copilot (add-on)All AI Copilot features help agents and admins to improve their productivity and offer context-aware assistance.All AI Copilot features help agents and admins to improve their productivity and offer context-aware assistance.
    Freddy AI Agent (add-on)Includes AI Agent Studio (with Live Chat support) and Email AI AgentOnly Email AI Agent
    Freddy AI Insights (add-on)Includes Proactive insights and Conversation analytics (Beta)Includes Proactive insights and Conversation analytics (Beta)

    Tip: Start with Freshdesk Omni's 14-day free trial. You can explore all channels and decide what works best for your team.

    Core features

    Freddy AI (add-on)

    Freddy AI includes powerful tools that enable your agents to work faster and more efficiently.

    Freddy AI Agent Studio

    Freddy AI Agents act as digital teammates that automate repetitive work across all your channels. With AI Agent Studio:

  • Create custom AI Agents on a no-code builder or deploy pre-built agentic workflows with apps like Shopify, Stripe, PayPal, and more.
  • Update records, process refunds, manage subscriptions, and handle common customer requests.

    • For more information, see Set Up AI Agent Studio.

    Email AI Agent

    Email AI Agent automatically responds to incoming customer emails using context-aware answers generated by Freddy AI from your configured knowledge base.

    With Email AI Agent, you can:

  • Send automated email responses based on relevant knowledge base content.
  • Reduce manual agent effort and improve first-response times.
  • Ensure consistent and accurate responses.

    • For more information, see Email AI Agent Configuration Guide.

    Freddy AI Copilot

    Freddy AI Copilot helps every human agent work smarter by offering context-aware assistance right inside the ticket.

  • Draft clear, on-brand replies instantly using ticket details.
  • Summarize long threads in seconds with smart, contextual summaries.
  • Surface similar past tickets and relevant knowledge base articles.
  • Generate new help articles directly from conversations.

    • For more information, see Freddy AI Copilot.

    Freddy AI Insights

    Freddy AI Insights provides actionable insights to admin to improve support operations.

  • Automatically detect trends and flag issues early, enabling smarter decision-making.
  • Analyse and engage with your analytics data using simple, natural language prompts.

    • For more information, see Freddy AI Insights.

    Unified Inbox (Freshdesk Command Center)

    The Ticket Inbox/Ticket Details page is the central workspace in Freshdesk Omni, where agents manage all customer conversations across multiple channels, like Email, Web Chat, WhatsApp, Facebook, Instagram, and more. Every message becomes a ticket, and agents can respond without switching between tools.

    Key capabilities:

  • View all channels in one place with smart filters and priorities
  • Use AI intelligence to respond to customers and resolve tickets faster
  • Collaborate using private notes and @mentions
  • Track SLA timers and due times in real-time
  • See instant updates as new messages arrive

    • For more information, see Ticket Details.

    Channel Capabilities

    ChannelDescription
    Web Chat- Add real-time live chat to your website or app <br>- Convert chats into trackable tickets<br>- Route conversations by topic and availability
    WhatsApp Business- Respond to customer messages directly from the Inbox<br>- Send proactive notifications using approved templates<br>- Connect your existing WhatsApp number to Freshdesk
    Instagram Messages and Comments- Manage Instagram DMs and comments as support tickets<br>- Respond directly from the Inbox<br>- Deploy AI Agents to manage customer queries
    Facebook Messenger & Comments- Handle Facebook Comments, Posts, and Direct Messages (DMs) as tickets<br>- Respond and collaborate from a single workspace<br>- Handle tagging for comments, a tree-structured comments view, and richer media support, enabling faster and more personalized responses.
    Email- Convert inbound and outbound emails into tickets<br>- Apply SLAs, automations, and collaboration tools<br>- Track full conversation history
    Portals- Create Knowledge Base articles and enable self-service<br>- Raise tickets, track requests, and find answers through a self-service portal.
    Phone - Freshcaller Integration- Integrate Freshcaller to handle voice calls alongside other channels<br>- Automatically create tickets from inbound calls<br>- Access call recordings and transcripts within tickets<br>- Track call metrics and agent performance

    Workflows

    Automate ticket routing, assignments, and follow-ups to eliminate manual work:

  • Auto-assign tickets to agents based on availability, skills, and agent ticket capacity. For details, see Advanced Automatic Routing ( powered by Omniroute).
  • Set channel-specific rules for ticket assignment. For details, see Overview of Automation.
  • Create SLA policies for response time targets. For details, see SLA policies.
  • Configure business hours that match your team's schedule. For details, see Business Hours.

    • Knowledge Base

    Build a branded Help Center to deflect common questions and reduce ticket load.

    You can:

  • Publish FAQs, articles, and product documentation.
  • Organize content in categories and folders.
  • Enable customers to self-serve before contacting support.

    • For details, see Knowledge Base.

    Analytics Reports and Dashboards

    Use powerful analytics and visual dashboards to monitor team performance and identify improvement opportunities:

  • Track CSAT, response time, resolution time, and ticket volume
  • Compare performance across email, chat, social, and WhatsApp
  • Spot trends, recurring issues, and workflow bottlenecks
  • Use visual dashboards to share insights across your organization

    • For details, see Analytics.

    Quick start for admins

    Follow these steps to configure Freshdesk and prepare your team to start supporting customers.

    Before you begin

    Ensure that you have:

  • Admin access to configure all features
  • Your support email credentials (Gmail, Office 365, or custom email)
  • A list of team members to invite

    • 1. Sign up and explore - Sign up for Freshdesk Omni or Freshdesk. - Explore all features with a 14-day free trial (no credit card required). - Once you are ready, choose a subscription plan - Growth, Pro, or Enterprise

    Note: You can upgrade or change plans at any time. For more details, see Understanding Pricing Plans. 2. Connect your support email

    Connect your support email to Freshdesk and convert incoming customer emails into tickets

    Supported email types: - Freshworks mail server (default, quickest setup) - Gmail - Microsoft Office 365 - Custom email servers

    For details, see Set Up Your Email. 3. Set up your team Add agents, assign roles, and organize them into groups. 1. Add Agents 1. Add agents 2. Assign roles based on responsibilities (Agent, Admin, Supervisor)

    For instructions, see Add agents. 2. Create Groups 1. Create groups based on expertise. For example, Billing, Technical Support, VIP Customers. 2. Add agents to relevant groups 3. Set group-specific business hours if needed

    For instructions, see Groups. 4. Define Business Hours and SLA Define when your team is available and set customer expectations. 1. Add business hours

    Specify the team’s availability based on your company’s policies. Create multiple schedules if needed (weekday vs. weekend support). For instructions, see Configure Business Hours.

    2. Define SLA policies

    Set clear timelines for your support team to solve customer tickets. For example, how quickly an agent should reply to or resolve a ticket. You can also apply different SLAs by priority, channel, or customer type.

    For instructions, see SLA policies. 5. Add more support channels (optional)

    Expand beyond email by adding additional channels where your customers are.

    Available channels 1. Web Chat (both Freshdesk and Freshdesk Omni)

    Freshdesk: Basic Web Chat widget with Knowledge Base integration

    2. WhatsApp Business (Freshdesk Omni only) 3. Facebook Messenger (both Freshdesk and Freshdesk Omni) 4. Instagram Messaging (Freshdesk Omni only) 6. Enable Freddy AI tools

    If you purchased Freddy AI add-ons, enable AI Agents and Freddy AI Copilot to boost agent productivity. - Set Up AI Agents: 1. Choose a pre-built workflow. For example, Order Status, View Past Orders, and more) 2. Or build a custom AI Agent using the no-code builder 3. Test your AI Agent and deploy it to specific channels

    For instructions, see AI Agent Studio. - Enable AI Copilot:

    Enable Freddy AI Copilot from Admin Settings and activate features such as Summary Generator, Writing Assistant, and more. For instructions, see Freddy AI Copilot.

    You're All Set! Your Freshdesk account is now ready. Share login credentials with your team and start serving customers.

    Tip: Refer to the Freshdesk Admin Guide for advanced configuration options like custom fields, canned responses, and marketplace integrations.

    Quick start for Agents

    If you are new to Freshdesk as an agent, here's how to start responding to customers in minutes.

    1. Log in and explore the Inbox 1. Open your Freshdesk account using the credentials provided by your admin 2. Navigate to the Inbox (Tickets page). 3. Get familiar with the layout: - Ticket List: Get a glance of all your tickets in your account. - Layouts and views: Use the different layout options (Card, Table, Inbox) and choose your preferred view (New and My Open tickets, Unresolved, etc.). - Filters: Refine your view using an exhaustive list of filters.

    For instructions, see Ticket List. 2. Respond to your first ticket 1. Select a ticket from Unassigned or My Open Tickets. 2. Read the customer's message and any internal notes. 3. Click Reply to compose your response. 4. Type your message or use AI Copilot to generate a suggested reply 5. Click Send to respond to the customer.

    Tip: Use canned responses for frequently asked questions to save time and effort.

    For instructions, see Ticket List. 3. Use AI Copilot for faster responses

    When you click on the Reply button, Freddy AI Copilot appears in the editor. Try these features: - AI summary: Get a quick overview of long conversation threads - Writing assistant: Generate a draft response based on the ticket context - Find Similar Tickets: See how teammates handled similar issues - Recommend Articles: Pull relevant knowledge base articles to share

    For instructions, see Freddy AI Copilot. 4. Collaborate with teammates

    Get help from other teammates or loop them on a ticket - Add a private note - Assign to another agent - Start a thread

    For instructions, see Perform Ticket Actions. 5. Track and resolve tickets - Monitor the SLA timer at the top of the ticket to stay on track - Update the ticket Status as you progress (Open, Pending, Resolved) - Set Priority (Low, Medium, High, Urgent) to help organize your workload

    Tip: Resolved tickets can be reopened by customers if they reply within a set timeframe.

    What’s Next?

  • Explore advanced features, such as Marketplace Integrations, Ticket Fields, and Advanced Automations.
  • Connect with other Freshdesk users and share tips on Freshworks Community.
  • Explore and compare features across our Pricing Plans, and choose the one that best suits your business.
  • Contact Support if you need more help:

    • - Email: support@freshdesk.com - Live Chat: Available 24/7 from your Freshdesk account - Help Center: support.freshdesk.com