Freshdesk Omni brings email, web chat, WhatsApp, Facebook and Instagram together in one central support workspace. 2DC helps you integrate ticketing, self service, automation and Freddy AI seamlessly into your customer service operations.
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Manage email, web chat, WhatsApp Business, Facebook and Instagram in one solution. Your customers receive support wherever they prefer to get in touch with you.
Every customer interaction is centrally captured as a ticket. Your team retains the full conversation context and can answer requests without switching between tools.
Route tickets to the right teams based on availability, skills and capacity. Channel-specific rules, priorities and SLAs ensure reliable response times.
Freddy AI Agents answer recurring questions across chat, messaging and email channels. Preconfigured workflows speed up deployment and can be tailored to your processes.
Freddy AI Copilot summarizes long conversations, drafts replies, and suggests similar tickets and relevant knowledge base articles. This helps agents work faster and with more context.
Use dashboards, reports and Freddy AI Insights to identify trends, recurring issues and improvement opportunities early. This improves quality, speed and customer satisfaction.
With Freshdesk Omni, you create a central foundation for modern omnichannel customer service. From selecting the right channels and setting up the Unified Inbox to automation, knowledge base, and Freddy AI, 2DC supports you with technical implementation and team enablement.
Freshdesk Omni connects every customer interaction with ticketing, collaboration and automation. Your teams can see the full conversation history across channels and handle requests without context switching.
2DC supports you with implementation, channel configuration, routing and SLAs, as well as with meaningful integration into your existing service processes. The result is a support setup that fits your organization.
Freshdesk Omni helps you resolve recurring issues faster and free up your team for complex customer requests. A Help Center with knowledge base articles enables self service before a ticket is created.
Automated ticket rules, intelligent routing and cross-channel collaboration create consistent operations. Freddy AI Agents and Copilot support your team where speed and context matter most.
2DC supports you from consulting and implementation through to the ongoing development of your setup. Together, we establish clear processes, that safeguard service quality and sustainably reduce the workload of your support team.
Create a scalable foundation for email, chat, messaging, ticketing and AI-powered customer service — efficient, consistent and tailored to your customers and teams.
2DC is your trusted partner for implementing and continuously improving Freshdesk Omni. As an experienced management consultancy for digital transformation, we combine technical delivery with a practical operating model for small and mid-sized businesses. We support you from the omnichannel roadmap and channel and inbox configuration through to integration with existing service processes.
Our expertise helps you turn customer interactions into a reliable foundation for better service decisions, enabling teams to work efficiently while keeping your customer service consistent, manageable and future-ready.
We enable your employees to use Freshdesk Omni effectively and configure an environment that meaningfully brings together customer requests from all relevant channels. This improves visibility, speeds up responses and creates the foundation for reliable customer experiences.
Our support does not end with implementation: we continue to assist you after go-live with consulting, optimization and knowledge transfer. This keeps your Freshdesk Omni solution current and enables it to grow with your organization.
Freshdesk Omni provides a central, current view of your customer communications. All requests from email, chat and social messaging channels are brought together in one unified workspace. Learn more about Freshdesk Omni.
The Unified Inbox connects tickets, conversations and relevant customer context. It gives your teams the information they need for reliable replies, meaningful handovers and fast resolutions.
2DC helps you integrate Freshdesk Omni seamlessly, standardize processes and turn every customer interaction into measurable value for your customer service.
Freshdesk Omni can be expanded step by step: start with email ticketing, web chat and self service. Add WhatsApp Business, Facebook, Instagram, automation and Freddy AI as needed. Through integrations with other Freshworks solutions, your service organization remains connected.
For demanding service organizations, intelligent routing, channel-specific rules, SLAs, analytics and Freddy AI create additional scalability. 2DC helps you align the scope with your goals and empower your teams for sustainable adoption.
Freshdesk Omni is available in the Growth, Pro and Enterprise plans. The plans support omnichannel ticketing, channel-specific automation, collaboration and analytics. Depending on the plan and optional Freddy AI features, you can implement additional AI-powered service scenarios.
2DC supports you with requirements analysis, choosing the right plan and efficient implementation. Together, we define the channels, automations and AI use cases that best support your customer service goals.
Connect your support channels, automate recurring issues and create the foundation for faster, more consistent customer experiences.
Freshdesk Omni is offered through the Growth, Pro and Enterprise plans. Available features depend on the selected plan and optional Freddy AI services.
2DC supports you in choosing the right scope, from omnichannel ticketing and self service to routing, automation and AI-powered support.
1. Open the official Freshworks sign-in page.
2. Enter the email address and password registered for your Freshdesk instance, or use single sign-on if it has been configured.
3. After signing in, you can access Freshdesk and use Freshdesk Omni features according to your role and permissions.
4. If you do not have access, contact the administrator of your Freshdesk instance.
Implementing Freshdesk Omni starts with a clear target state for customer experience, channels, responsibilities and processes.
1. Define goals and channels: Determine which channels your customers use to contact you and which issues occur most frequently.
2. Set up the inbox and channels: Connect your support email address as well as web chat, WhatsApp Business, Facebook and Instagram if needed.
3. Set up teams, routing and SLAs: Define groups, roles, responsibilities, routing rules and service-level targets.
4. Integrate the knowledge base and workflows: Publish self-service content and connect tickets with the right automations and escalation processes.
5. Continuously optimize AI and service performance: Review reports, customer satisfaction and recurring issues regularly, and improve automations and knowledge content.
2DC supports you with planning, technical delivery, channel connection and knowledge transfer, so your Freshdesk Omni setup can deliver value quickly.
Whether Freshdesk Omni is right for your organization depends on your requirements for omnichannel support, automation and AI-powered service.
Freshdesk Omni is a powerful solution for organizations that:
• want to support customers across multiple channels: Email, chat, WhatsApp, Facebook and Instagram can all be managed centrally in the Unified Inbox.
• want to automate recurring requests: Freddy AI Agents, automations and self-service content help resolve standard issues faster.
• want to support agents with context: Freddy AI Copilot helps with summaries, draft replies, similar tickets and relevant knowledge base articles.
• want to improve service performance using data: Dashboards, reports and Freddy AI Insights make trends, bottlenecks and improvement opportunities visible.
Freshdesk Omni may be the right choice for you if you:
• want to manage your customer communications centrally across channels.
• want to sustainably improve response and resolution times.
• want to manage support quality and resources using a reliable data foundation.
To determine whether Freshdesk Omni fits your organization, we recommend that you:
• Try a free trial: Freshdesk Omni offers a 14-day trial, allowing you to explore relevant channels and features at your own pace.
• Use a product demo: This enables you to discuss channels, automations, AI features and integration options based on your requirements.
• Engage experienced consulting support: Leverage external expertise for your omnichannel roadmap, service processes and delivery.
2DC supports you with requirements analysis, implementation and the ongoing development of your Freshdesk Omni setup.
