Freshdesk Omni vs. Tactful AI Helpdesk

Freshdesk Omni

Tactful AI Helpdesk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk Omni	Score 8.8 out of 10	N/A	Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.	$35 per month per agent
Tactful AI Helpdesk	Score 0.0 out of 10	N/A	Tactful AI provides a configurable customer service platform designed to unify and streamline customer interactions across voice, digital, and social channels. The Unified Inbox feature enables agents to manage all interactions in one interface, to boost productivity and first-contact resolution rates. The platform also empowers supervisors with real-time insights and controls to uphold high service standards. Tactful’s AI-driven routing engine ensures prompt, personalised customer experiences,…	$29 per month

Pricing

Freshdesk Omni

Tactful AI Helpdesk

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

Basic: $29
per month

Offerings

Pricing Offerings
Freshdesk Omni	Tactful AI Helpdesk
Free Trial
Yes	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Features

Freshdesk Omni

Tactful AI Helpdesk

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	Tactful AI Helpdesk - Ratings
Organize and prioritize service tickets	8.913 Ratings	00 Ratings
Expert directory	8.613 Ratings	00 Ratings
Subscription-based notifications	8.711 Ratings	00 Ratings
ITSM collaboration and documentation	9.410 Ratings	00 Ratings
Ticket creation and submission	9.313 Ratings	00 Ratings
Ticket response	9.113 Ratings	00 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	Tactful AI Helpdesk - Ratings
External knowledge base	8.313 Ratings	00 Ratings
Internal knowledge base	8.713 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Freshdesk Omni 8.6 13 Ratings 7% above category average	Tactful AI Helpdesk - Ratings
Customer portal	8.713 Ratings	00 Ratings
IVR	8.510 Ratings	00 Ratings
Social integration	7.912 Ratings	00 Ratings
Email support	9.213 Ratings	00 Ratings
Help Desk CRM integration	8.813 Ratings	00 Ratings

Best Alternatives
	Freshdesk Omni	Tactful AI Helpdesk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 8.9 out of 10	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Freshdesk Omni	Tactful AI Helpdesk
Likelihood to Recommend	9.1 (13 ratings)	- (0 ratings)
Usability	9.1 (13 ratings)	- (0 ratings)

User Testimonials
	Freshdesk Omni	Tactful AI Helpdesk
Likelihood to Recommend	Freshworks Inc 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. Incentivized Greg Ross Systems Engineer Read full review	Tactful No answers on this topic
Pros	Freshworks Inc 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. Incentivized Verified User Anonymous Read full review	Tactful No answers on this topic
Cons	Freshworks Inc It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization. Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time. Incentivized NC Niranjan choudhary Manager Business Excellence Read full review	Tactful No answers on this topic
Usability	Freshworks Inc 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 Technical account Manager Read full review	Tactful No answers on this topic
Alternatives Considered	Freshworks Inc 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 Incentivized Verified User Anonymous Read full review	Tactful No answers on this topic
Return on Investment	Freshworks Inc Our customers often give feedback to closed tickets to track satisfaction scores Customers appreciate the value of viewing their tickets in the customer portal We save time by having a single source system to interact with our customers and track issue history. Incentivized Greg Ross Systems Engineer Read full review	Tactful No answers on this topic
ScreenShots	Freshdesk Omni Screenshots