Unified conversation view
Bring a customer's tickets, messages and calls into a single history so agents can reply with full context.
Omnichannel platform 
Freshdesk Omni
An all-in-one customer service platform, from tickets to chat to voice.
Freshdesk Omni (formerly the Customer Service Suite) brings ticketing, conversational messaging, chatbots and telephony together in a single platform. The goal is to deliver a consistent experience whatever channel the customer chooses, while giving agents a unified view of every conversation.
Key features
Built-in messaging and chatbots
Engage customers on the web and messaging apps, with chatbots that handle simple requests around the clock.
Ticketing and telephony combined
Handle written support and inbound and outbound calls in the same solution, without juggling several tools.
Cross-channel automations
Apply consistent routing and escalation rules across all channels for uniform handling.
Self-service and knowledge base
Offer a shared help base across channels, usable by both customers and chatbots.
Unified reporting
Track service performance across all channels from one dashboard, to steer a consistent experience.
Solution preview
Freshworks and its visuals belong to Freshworks. Doopera is a partner integrator.
Use cases
- Deliver a consistent experience across email, chat and phone.
- Give agents a 360-degree view of each customer.
- Deploy chatbots to handle simple requests around the clock.
- Steer the performance of all channels from a single dashboard.
Other Freshworks solutions
A project around Freshdesk Omni?
Doopera supports you on scoping, integrating and maintaining Freshdesk Omni. Let's talk about your needs.