Freshdesk Omni (previously Customer Service Suite or CSS) is an AI-powered, omnichannel solution that combines self-service and conversational support in a single platform.

This guide (all articles present in the Admin Guide for Freshdesk Omni category) provides detailed instructions on configuring and managing Freshdesk Omni. It covers essential features that must be set up for optimal performance across all channels with conversations and tickets. This ensures a clear and concise approach to maximizing the Freshdesk Omni's potential for your support operations.

Note: This guide covers all features available in the Enterprise plan of Freshdesk Omni. For specific plan details, please refer to the pricing page.

Navigating the UI

On the left pane, you can see:

• Support Dashboard: Get real-time analytics for all your support channels—email, chat, and phone (add-on). As a supervisor or admin, you can efficiently utilize this dashboard to monitor agent availability, track the volume of tickets and chats, assess SLA performance, and take action to guarantee exceptional customer service.

• Inbox (Conversations/Chats): Provide personalized support with a rich 360-degree view of every customer interaction across multiple channels, including historical conversations on a single page.

• Tickets: Set up mailboxes to manage support emails. Like the Conversations Inbox, each ticket in your helpdesk can be sorted, categorized, and assigned automatically.

• Contacts and Accounts: This is a list of all the contacts, contact segments, and accounts (associated companies for contacts).

• FAQs: Support your customers by adding support articles to your chat widget. This feature allows customers to find answers to common questions quickly, speeding up resolution times and reducing the need for direct support. Making helpful information readily available can improve customer satisfaction and free up your support team to handle more complex inquiries.

• Chatbots: Enable AI-powered chatbots to automate customer responses for instant, 24/7 support on any channel. (This is an add-on through Freddy AI Self-service)

• Campaigns: Access all marketing features, such as journeys, journey emails, marketing analytics, SMS, and WhatsApp campaigns.

• Support Analytics: Access curated reports and create custom reports for tickets and conversations.

• Freddy (Beta): Freddy's Conversational Analytics allows you to interact with and analyze your data through simple, natural language prompts. With real-time updates, you always have access to the most current insights.

• Admin Settings: Configure settings related to your Freshdesk Omni account. See below.

Admin Settings

The Admin Settings page controls your Freshdesk Omni account and allows you to configure it to suit your business needs. You can add users, define the behavior of your modules, create workflows, and more.

Here is everything you can do from the Admin Settings page:

• Channels - Configure your account's web chat, email, phone, social media accounts, and other communication channels. 
  

• Configuration and Workflows - Manage workflows, campaigns, collaboration, and other configurations. You can rename and customize modules, create templates and forms to improve productivity, configure workflows to automate tasks,  build campaigns, and more.

• Self-service and AI - Create Chatbots from scratch or build them using templates, and configure Freddy settings (This is an add-on)

• Marketplace and Integrations - Integrate your website and necessary apps with Freshdesk Omni to enhance existing capabilities.   

• Team Management - Add users and define roles and permissions. Organize users into groups for easy collaboration.

• Data and Security - Import Contacts, Accounts, users, and custom objects from .CSV or .XLSX files and view the import status. Export ticket data and configure access control features to enhance security.

• Account and Billing - Access details about your account and upgrade to a plan higher than your existing plan.

Ticketing Settings - Click this option to land on the admin options that cater to ticketing-related admin configurations.

Here is everything you can do from the Admin page:

• Freddy
  Freddy is your go-to solution for enhancing customer support with AI capabilities. Freddy empowers:

  • Customers—Freddy’s intelligent bots offer immediate, accurate responses and let your customers self-serve.

  • Support agents—Freddy Copilot provides real-time assistance and information to your support agents to ensure accurate and timely resolution.

  • Leaders—Freddy Insights collects actionable insights so leaders can make data-driven decisions and optimize support operations. 

• Team
  Add users, assign advanced ticketing roles, create ticketing groups, define business hours and agent shifts, and configure skill-based routing and agent statuses for efficient ticket management.

• Channels
  Add your email, create self-service portals, set up feedback forms and widgets, and integrate Facebook and WhatsApp channels.

• Workflows
  Configure ticket fields and forms, set up SLA policies, customer satisfaction surveys, ticket automations, email notifications, proactive outreach, and automations to balance agent workload.

• Agent Productivity
  Pre-create responses and actions for reuse, enabling your support team to handle common issues quickly and consistently, boosting overall productivity.

• Support Operations
  Map out and manage your entire support structure, from team organization to workflow optimization, ensuring a smooth and efficient support operation.

• Account
  Easily manage your billing and account information in one place, keeping all financial and administrative details organized and accessible.