This article outlines the transition from Freshdesk Omnichannel (classic) to Freshdesk Omni 2025. It covers the necessary actions and the overall impact of this upgrade.

TABLE OF CONTENTS

• Overview
  • Upgrade rollout and eligibility
• New capabilities in Freshdesk Omni 2025
• Feature availability
• Next steps after the upgrade
• FAQs

About the upgarde

Freshdesk Omni 2025 is a unified customer service platform that consolidates conversations across email, chat, WhatsApp, Facebook, Instagram, and more into a single central workspace. Every interaction is converted into a ticket, allowing agents to respond without switching between tabs. 

This unified approach eliminates context-switching, reduces training time, and provides a complete view of every customer interaction, regardless of the channel they use to reach you.

Why is this upgrade necessary?

The upgrade to Freshdesk Omni 2025 is necessary to unlock the latest capabilities and be eligible for feature enhancements and AI innovations on the roadmap.

Benefits:

This upgrade provides the following benefits for your support operations and customer experience:

• Manage conversations and access customer context across channels from a single agent workspace
• Increase admin visibility and control over SLA compliance
• Simplify workflows and reduce manual effort
• Improve ticket routing for fair workload distribution and faster resolution
• Enhance flexibility in agent and group management
  
  

Upgrade rollout and eligibility

This upgrade is being rolled out starting in May in phases based on your account complexity, to ensure a smooth transition

If your account is eligible, you will receive an email with details about the upgrade and next steps. You will also be notified within the product with the details about the upgrade, along with the date and time. 

Note: The upgrade is designed to be seamless, with no impact on your existing data or ongoing operations.

New capabilities in Freshdesk Omni 2025

Freshdesk Omni introduces a unified support experience by bringing conversations, automation, and AI into a single platform:

• Unified inbox (Freshdesk command center)
  Manage all customer conversations, across email, chat, WhatsApp, Instagram, and more, from one central workspace. Every interaction is converted into a ticket, allowing agents to respond without switching between tabs.
  
• Freddy AI capabilities
  Built-in AI helps automate and assist support operations through:
  • AI agents that handle repetitive queries and provide 24/7 support
  • AI copilot features like reply suggestions, summaries, and real-time assistance
  • AI insights that highlight trends and help teams make informed decisions
    
• Unified admin workspace
  Every channel and its configuration can be managed from a single streamlined admin interface. Admins can set up automations, route and prioritize conversations, and consistently track SLAs across channels.
  
  
• Integrated analytics and insights
  Access reporting and dashboards across all channels to monitor performance, track trends, and identify areas for improvement.
  
  

For more information on Freshdesk Omni 2025, see Get started with Freshdesk Omni.

Feature availability

While all features remain available after the upgrade, some have been updated as part of the unified experience. The following table provides a high-level view of feature availability.

Tip: Focus on newly introduced and upgraded features, such as the unified inbox, AI capabilities, and automation improvements, to get the most value from the upgrade.

Next steps after the upgrade

• Explore the updated interface and unified inbox experience
• Familiarize your team with changes in inbox and channel handling
• Adopt the latest real-time channels based on business needs
  
  

FAQs

1. Will I lose access to my current workspace during migration?
   No, you will not lose access. Your existing ticketing interface will be upgraded to the latest version without any disruption.
   
   
2. What happens to my integrations?
   All existing integrations with Freshdesk will continue to function as expected. API endpoints remain unchanged.
   
   
3. What if I only use Freshdesk for email tickets?
   Even if you use Freshdesk only for email, the upgrade provides access to enhanced capabilities for SLA management, routing, and automation.
   
   
4. Will my pricing change?
   There will be no change to your current pricing for existing capabilities. Your per-agent license cost will remain the same. However, any new capabilities or non-recurring add-ons(such as day passes) will be priced according to the latest pricing.
   
   
5. What will happen to the existing Freshchat data & configurations?

   Your account has no new chat conversations in the last 90 days. Please note that previous chat data will be deleted from the current account. However, you will continue to have access to the chat data and configurations for 30 days in a separate Freshchat trial account. To start using these features again in the current account, define your channel and associated configurations.