---
description: Freshdesk Omni : avantages et inconvénients. Lisez les avis clients, consultez les prix et découvrez les fonctionnalités.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress
title: Freshdesk Omni - Avis, notes, prix et abonnements - Capterra Canada 2026
---

Breadcrumb: [Accueil](/) > [Outils de gestion des connaissances](/directory/30094/knowledge-management/software) > [Freshdesk Omni](/software/1052970/Freshdesk-Omni)

# Freshdesk Omni

Canonical: https://fr.capterra.ca/software/1052970/Freshdesk-Omni

> Freshworks Customer Service Suite est une solution omnicanale axée sur l'IA qui combine une assistance conversationnelle et des fonctionnalités de billetterie.
> 
> Conclusion : 5 utilisateurs lui ont donné la note de **3.6/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**.

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## Présentation

### Qui utilise Freshdesk Omni?

Freshworks Customer Service Suite est une solution omnicanale axée sur l'IA qui combine une assistance conversationnelle et des fonctionnalités de billetterie.

## Statistiques et notes

| Métrique | Notation | En détail |
| **Note globale** | **3.6/5** | 5 Avis |
| Simplicité | 3.8/5 | D'après l'ensemble des avis |
| Support client | 3.4/5 | D'après l'ensemble des avis |
| Rapport qualité-prix | 3.0/5 | D'après l'ensemble des avis |
|  Fonctionnalités | 4.0/5 | D'après l'ensemble des avis |
| Pourcentage de recommandation | 60% | (6/10 Probabilité de recommander le produit) |

## À propos du vendeur

- **Entreprise**: Freshworks
- **Pays**: San Mateo, É.-U.
- **Fondé**: 2011

## Contexte commercial

- **À partir de**: 29,00 $ US
- **Type de licence**:  (Version d’essai gratuite)
- **Public cible**: Travailleur autonome, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+
- **Déploiement et plateformes**: Cloud, SaaS, web
- **Langues**: anglais
- **Pays disponibles**: Afrique du Sud, Albanie, Algérie, Allemagne, Arabie saoudite, Aruba, Australie, Autriche, Azerbaïdjan, Bahamas, Bangladesh, Barbade, Belgique, Bosnie-Herzégovine, Brunéi, Brésil, Bulgarie, Burkina Faso, Bélarus, Bénin et 93 de plus

##  Fonctionnalités

- Alertes/Notifications
- Alerts/Escalation
- Base de données de clients
- Catalog Management
- Collecte de données multicanal
- Communication multicanal
- Contrôles/Permissions d'accès
- Enquêtes et feedback
- Gestion de contenu
- Gestion de l'expérience client
- Gestion de la base de connaissances
- Gestion de la communication
- Gestion des accords de service
- Gestion des boîtes de messagerie
- Gestion des centres d'appel
- Gestion des commentaires
- Gestion des connaissances
- Gestion des courriels
- Gestion des listes d'attente
- Historique des clients
- Logiciels CRM (gestion de la relation client)
- Logiciels de chatbots
- Messagerie instantanée
- Mise en forme de texte
- Modèles personnalisables
- Outils de collaboration
- Portail libre-service
- Prise en charge de plusieurs langues
- Rapports et analyses
- Rapports et statistiques
- Recherche en texte intégral
- Stratégie de marque personnalisable
- Suivi de l'engagement
- Tableau de bord
- Tableau de bord d'activités
- Third-Party Integrations

## Intégrations (71 au total)

- Adobe Commerce
- Aircall
- Ameyo
- BigCommerce
- CS-Cart Store Builder
- Campaign Monitor by Marigold
- Capsule
- ChargeDesk
- Constant Contact
- CustomerGauge
- Dropbox Business
- Easy Insight
- Five9
- FluentStream
- FreshBooks

... et 56 intégrations supplémentaires

## Ressources d'aide

- Service client/courriel
- FAQ/forums
- Base de connaissances
- Support téléphonique
- Support 24/7 (réponse directe)
- Chat/Clavardage

## Category

- [Outils de gestion des connaissances](https://fr.capterra.ca/directory/30094/knowledge-management/software)

## Catégories connexes

- [Outils de gestion des connaissances](https://fr.capterra.ca/directory/30094/knowledge-management/software)
- [Outils de relation client](https://fr.capterra.ca/directory/30906/customer-engagement/software)
- [Logiciels de marketing conversationnel](https://fr.capterra.ca/directory/31562/conversational-marketing-platform/software)
- [Logiciels de bases de connaissances](https://fr.capterra.ca/directory/32454/knowledge-base/software)
- [Logiciels CRM](https://fr.capterra.ca/directory/32315/customer-support/software)

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5. [Tidio](https://fr.capterra.ca/software/144040/tidio-chat) — 4.7/5 (590 reviews)

## Avis

### "A great tool to organise your team" — 5.0/5

> **Emma** | *8 mars 2026* | Gestion d'organisme à but non lucratif | Taux de recommandation : 9.0/10
> 
> **Avantages**: Freshdesk is an excellent product for ticket (emails etc.) management. You can organise tickets to various users in order of priority, streamlining your teams' day, whilst maximising efficiency and productivity. It makes sures emails and tasks get done on time. It is easy to use and requires little set up, with the chat function giving quick useful tips. It has very good customer service and I have very few issues whilst using.
> 
> **Inconvénients**: I find the mobile app tricky to use. On a desktop or laptop the software is very good, but on my mobile the interface is not as good but I do not use the mobile app often and tend to work from a laptop so this is a minor issue for me. The basic package is simple but I find it works fine without the need for add-ons.
> 
> My overall experience with Freshdesk Omni is a positive one. It helps me stay organised and reduces stress. It is a fresh start to the day, having organised tickets rather than a disorganised inbox\!

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### "Excellent customer service software that has a free plan\!" — 5.0/5

> **Albert** | *7 janvier 2024* | Services et technologies de l'information | Taux de recommandation : 9.0/10
> 
> **Avantages**: It is packed full of features and it has a free plan that is sufficient for many users. It does knowledge base, tickets, chat, and AI bots very well. Documentation and configuration are excellent.
> 
> **Inconvénients**: As with many companies, you are forced to upgrade to the next plan to unlock additional features beyond the basics.

Also had to use a workaround to get Google Single Sign on to work. 3 of their support staff couldn't resolve the issue.

-----

### "Good software, but not value for money" — 3.0/5

> **Harry** | *12 novembre 2025* | Comptabilité | Taux de recommandation : 5.0/10
> 
> **Avantages**: Easy to use and integrates well across multiple channels, keeping everything organised in one place.
> 
> **Inconvénients**: AI tools were slow to improve and offered limited insights. Support is poor and the costs add up quickly.
> 
> Solid platform for managing support, but overpriced for what it offers and let down by weak AI and support.

-----

### "Bad Customer Service from a company that sells software to provide great CS" — 2.0/5

> **Utilisateur vérifié** | *14 octobre 2024* | Internet | Taux de recommandation : 3.0/10
> 
> **Avantages**: The look and feel of the product is fresh \& clean
> 
> **Inconvénients**: Customer service Suite are 2 products that have been bundled together. They have different names for the "Customer" card. You have to wait up to 30 mins to have Company/Contacts updated between products
> 
> Presales team could not help with general questions. We had to stop a sales demonstration for them to go away and get basic questions answered.
I have requested an Implementation plan, or checklist, there isn't any. No documentation or plan.
The 4 x 1 hr meetings have no agenda or structure

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### "Tolle Unterstützung" — 3.0/5

> **Stefanie** | *11 novembre 2025* | Logiciels | Taux de recommandation : 2.0/10
> 
> **Avantages**: Schöne Farben und Ansichten. Wenn nicht zu viel gebraucht wird, ist es auch übersichtlich. Bietet viele Möglichkeiten.
> 
> **Inconvénients**: Wenn man sehr viele braucht, wird es schnell unübersichtlich und man muss sehr viel scrollen und suchen.
> 
> Es ist Tool was seinen Nutzen sehr gut erfüllt. Leider fehlen einige Möglichkeiten um das Tool voll ausnutzen zu können.

## Liens

- [Afficher sur Capterra](https://fr.capterra.ca/software/1052970/Freshdesk-Omni)

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