TrustRadius

Freshdesk Omni vs. Workativ Assistant

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Omni
Score 9.4 out of 10
N/A
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$29
per month (billed annually) per agent
Workativ Assistant
Score 10.0 out of 10
N/A
Workativ is a no-code SaaS platform for companies used to quickly build, automate, and deploy conversational AI chatbots with app workflow automation out-of-the-box. Workativ differentiates itself by focusing on employee IT & HR support digital and hybrid workplace transformation. Along with chatbot, Workativ comes with an app workflow automation engine and out-of-the-box automation marketplace with 600+ pre-built app workflows for the chatbot. Workativ Assistant fully automates a request, e.g.,…N/A
Pricing
Freshdesk OmniWorkativ Assistant
Editions & Modules
Growth
$29
per month (billed annually) per agent
Pro
$69
per month (billed annually) per agent
Enterprise
$109
per month (billed annually) per agent
No answers on this topic
Offerings
Pricing Offerings
Freshdesk OmniWorkativ Assistant
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Community Pulse
Freshdesk OmniWorkativ Assistant
Considered Both Products
Freshdesk Omni
Verified User
Anonymous
Chose Freshdesk Omni
Freshdesk was a better option for us in terms of price/performance standards. Its centralized system provides more suitable work load for our teams. The collaboration between the teams is very helpful.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Chose Freshdesk Omni
Feature and functionality was similar to Zendesk but the initial cost was lower and they were very helpful with the initial configuration and deployment.
Verified User
Anonymous
Chose Freshdesk Omni
Cost and personlized support made them out of the crowd.
Verified User
Anonymous
Chose Freshdesk Omni
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side.
2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less …
KP
Kru Patel
Head Of Customer Support
Chose Freshdesk Omni
Better value for money with more flexibility on support and add-on packages.
Workativ Assistant

No answer on this topic

Features
Freshdesk OmniWorkativ Assistant
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk Omni
8.5
Ratings
6% above category average
Workativ Assistant
-
Ratings
Organize and prioritize service tickets9.10 Ratings00 Ratings
Expert directory9.10 Ratings00 Ratings
Subscription-based notifications7.30 Ratings00 Ratings
Ticket creation and submission8.20 Ratings00 Ratings
Ticket response9.10 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk Omni
9.1
Ratings
15% above category average
Workativ Assistant
-
Ratings
External knowledge base9.10 Ratings00 Ratings
Internal knowledge base9.10 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk Omni
7.3
Ratings
6% below category average
Workativ Assistant
-
Ratings
Customer portal9.10 Ratings00 Ratings
IVR7.30 Ratings00 Ratings
Social integration4.50 Ratings00 Ratings
Email support7.30 Ratings00 Ratings
Help Desk CRM integration8.20 Ratings00 Ratings
Best Alternatives
Freshdesk OmniWorkativ Assistant
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Front
Front
Score 7.1 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
SysAid
SysAid
Score 9.1 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk OmniWorkativ Assistant
Likelihood to Recommend
7.3
(0 ratings)
10.0
(0 ratings)
Usability
8.2
(0 ratings)
-
(0 ratings)
User Testimonials
Freshdesk OmniWorkativ Assistant
Likelihood to Recommend
For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
Workativ has saved a lot of time. Their automation offerings are endless and allow us (the IT team) to spend more time on other projects. Workativ was our last piece of the puzzle that allows us to setup new starters to the business without any physical IT setup.
Verified User
Anonymous
Read full review
Pros
  • For any service request , FD quickly categorization, prioritization, and resolution of various support requests.
  • Its automation features help reduce mannual efforts. Ensuring faster response times and smoother workflows.
  • The customizable interface also makes it easy to tailor the system to specific admin needs, enhancing overall efficiency
NC
Niranjan choudhary
Manager Business Excellence
Read full review
  • Automation
  • Connects to many applications
  • Save time
Verified User
Anonymous
Read full review
Cons
  • Setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
  • Adding Manual Call logs
  • Some users report delays in ticket updates or lag in call pop-ups, especially during high call volumes.
Verified User
Anonymous
Read full review
No answers on this topic
Usability
Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.
Chaitanya Jadhavar | TrustRadius Reviewer
Chaitanya Jadhavar
Technical account Manager
Read full review
No answers on this topic
Alternatives Considered
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Verified User
Anonymous
Read full review
No answers on this topic
Return on Investment
  • Agents handle more calls per hour due to streamlined workflows, reducing time spent switching between tools.
  • Businesses see a 20-30% reduction in average call handling time (AHT), leading to more inquiries resolved in less time.
  • Access to full customer history within a single interface allows agents to resolve issues faster.
Verified User
Anonymous
Read full review
  • Saved time which allows IT hours to be used elsewhere
Verified User
Anonymous
Read full review
ScreenShots

Freshdesk Omni Screenshots

Screenshot of Advanced AnalyticsScreenshot of Team InboxScreenshot of Customer Communication ManagementScreenshot of Conversational AI

Workativ Assistant Screenshots

Screenshot of Workativ provides comprehensive reports on user interactions to improve the quality of employee support by analyzing details of automations’ performance and user interactions.Screenshot of Dialog Designer Using Workativ Assistant’s Dialog Designer, you can create an AI-based dialog/conversation flow that can perform automations to resolve user issues. Dialog flows are expressed in a branch-like format making it easily understandable.Screenshot of Dialog Designer - Detailed ViewScreenshot of Automation Designer The automation designer’s intuitive UI enables you to create workflows that automate repetitive tasks. For instance, it can be as simple as fetching the status of a ticket or unlocking your employees’ accounts. All from the comfort of your company’s chat-channel!Screenshot of Automations Marketplace Workativ Assistant Marketplace houses over 2000+ ready-to-use automations, based on data gathered on the most commonly reported issues during workplace IT support. These pre-built automations can be downloaded in a click.Screenshot of Chat channel integration - Microsoft Teams Workativ can be deployed on Teams to give employees a modern self-service using the Workativ Assistant Chatbot.