Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$35
per month per agent
Pylon
Score 8.0 out of 10
N/A
Pylon is a support platform built for B2B. Presented as an alternative to Zendesk, Pylon can be used to track customer issues across any channel, automate with AI, and design a support engine.
$70
per month per seat
Pricing
Freshdesk Omni
Pylon
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
Starter
$70
per month per seat
Professional
$118
per month per seat
Enterprise
$167
per month per seat
Offerings
Pricing Offerings
Freshdesk Omni
Pylon
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
Up to a 33% discount available for annual pricing.
More Pricing Information
Features
Freshdesk Omni
Pylon
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk Omni
9.0
13 Ratings
9% above category average
Pylon
9.2
1 Ratings
12% above category average
Organize and prioritize service tickets
8.913 Ratings
8.01 Ratings
Expert directory
8.613 Ratings
8.01 Ratings
Subscription-based notifications
8.711 Ratings
10.01 Ratings
ITSM collaboration and documentation
9.410 Ratings
9.01 Ratings
Ticket creation and submission
9.313 Ratings
10.01 Ratings
Ticket response
9.113 Ratings
10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk Omni
8.5
13 Ratings
6% above category average
Pylon
10.0
1 Ratings
22% above category average
External knowledge base
8.313 Ratings
10.01 Ratings
Internal knowledge base
8.713 Ratings
10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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.
I think Pylon is great for startups who are figuring out where they want to interact and how they want to interact with their customers. Pylon is also great for beginner account management in terms of keeping track of comms, usage, tickets, and a bit more. Overall, I think Pylon will scale nicely it just takes a bit of time to configure all (lots) of settings.I don't think Pylon is well-suited for teams who don't know much about support operations. The tool has so many great features an they ship super fast, but the product itself isn't very opinionated and the amount of options sometimes can be overwhelming
When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.
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.
Overall, the UI is awesome and super intuitive. The features makes sense and everything is customizable to your liking. You don't need to create copies of filters, because the changing of filters on one saved few is THAT easy, which is something we love. Additionally, whenever we go to look for a capability or day dream about something... Pylon usually has it or its in the works. Only reason its not a 10 is that it can be overwhelming that it has everything, but a food problem to have
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
After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerDuty, while allowing our team to stay within familiar Slack interfaces. The multi-channel notification system and AI-powered features like article generation provided the modern support infrastructure we needed, eliminating the complex rules and automations that made Zendesk cumbersome. Pylon's robust analytics and broadcast features also gave us valuable insights into customer engagement, making it the clear choice for streamlining our support workflows while enhancing both team efficiency and customer satisfaction.
