Freshdesk Omnichannel is our unique product offering that is built ground-up to solve all the unique challenges that come with omnichannel customer support. You can orchestrate workflows across multiple channels like email, chat, call, and social features, and enjoy centralized control over all these channels, right from within Freshdesk. 


This is not an add-on offering like FSM or Freddy. We have two separate Omnichannel pricing plans (Omnichannel Estate, Omnichannel Forest). These are different from the standalone Estate and Forest plans.


Features specific to Freshdesk Omnichannel


Omnichannel agent management- A centralized module to manage agents across Freshdesk, Freshchat, and Freshcaller, right from within Freshdesk. You can learn more about how to add and manage omnichannel agents here.


That’s not all! We’ll continue to add features that will make omnichannel support incredibly easy. Here are some features you can expect to see in the next few months: 


  1. Custom sources

  2. Omnichannel availability dashboard

  3. Omnichannel metrics dashboard

  4. Omnichannel agent statuses


If you are on the older versions of our plans, you will be seamlessly upgraded to this new experience. To know more about all the additional features you'll be getting as a part of this upgrade, click here.




To ensure that the upgrade is seamless, please ensure that 

  1. Your existing Freshchat and Freshcaller agents are added to Freshdesk 
  2. The Freshchat and Freshcaller accounts which you want to be part of the omnichannel plan are integrated with Freshdesk and part of the same organisation. You can learn more about how to move accounts between organisations here.
  3. If you want to retain the extra Freshcaller agents, please reach out to us and we can help apply an add on which is chargeable on your Freshcaller instance. This is applicable only for Freshcaller agents