Automatically resolve up to 80% of your Freshdesk tickets
OMQ integrates seamlessly into Freshdesk and answers incoming tickets fully automatically from the knowledge base. Seamlessly integrated, ready to use immediately.
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Instant answers for your customers — around the clock
Support teams spend a large part of their time on the same inquiries over and over: product questions, delivery times, contract information. These tickets are important to your customers — but they tie up capacity that your team needs for more complex issues. OMQ solves this: incoming Freshdesk tickets are automatically analysed and answered — directly from your knowledge base, without your team having to intervene.
Freshdesk is a cloud-based helpdesk for teams of all sizes, known for its ease of use and extensive automation features. OMQ connects natively via the Freshdesk API and enhances your workflow with AI-powered automation.
What you gain from day one
⏱Instant answers, around the clock
Customers receive answers in under a second – even outside business hours, without agent involvement. OMQ works 24/7.
✉️Answer tickets fully automatically
OMQ analyses incoming Freshdesk tickets, recognises the request and answers standard inquiries directly from the knowledge base — without manual intervention.
🧠AI that understands instead of just searching
OMQ analyses the meaning behind a request, not just keywords. Even unusually phrased questions are correctly identified and answered.
🗄One knowledge base for all channels
Enter knowledge once – automatically available in Freshdesk, chat, email and contact form. No duplicate maintenance, no inconsistencies.
How OMQ works in your Freshdesk
Popular Use Cases
Answer tickets instantly and fully automatically
Incoming Freshdesk tickets are analysed by OMQ and answered directly from the knowledge base — fully automatically, without agent involvement. Standard inquiries are resolved in under a second, complex cases are automatically forwarded to the responsible team.
More Use Cases
Answer product questions instantly
Customers ask about product details, delivery times or availability. OMQ analyses the incoming email, recognises the request and answers the question fully automatically from the knowledge base — precisely, consistently and without waiting.
Clarify contract questions in real time
Customers ask about scope of coverage, cancellation periods or contract terms. OMQ analyses the ticket, recognises the intention and answers directly from the knowledge base — around the clock, without agent involvement.
Answer registration inquiries without waiting
Students and prospective students ask about registration deadlines, admission requirements or course information. OMQ answers these inquiries fully automatically from the knowledge base — immediately, consistently and relieving your team.
+ OMQ can also provide requests as a ready-made draft for your team or automatically forward them to the responsible team. Individually adaptable depending on branch and setup.
Suitable for all industries
Tourism
Financial sector
Energy
and more
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Results that convince
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Frequently asked questions about the OMQ Freshdesk integration
How can I automatically answer Freshdesk tickets?
Recurring Freshdesk tickets such as product questions, delivery times or contract information can be answered fully automatically without manual intervention using AI-powered automation. OMQ analyses incoming tickets, recognises the request and answers directly from a central knowledge base — in under a second, around the clock.
How do I reduce ticket volume in Freshdesk?
Ticket volume in Freshdesk can be significantly reduced when standard inquiries are automatically intercepted before they reach your team. Solutions like OMQ recognise requests directly upon arrival, answer them fully automatically or forward them specifically to the responsible team — keeping your support team free for more complex cases.
What does OMQ automate in Freshdesk?
AI-powered solutions like OMQ can take over various tasks in Freshdesk: automatic answering of standard inquiries such as product questions, contract information or registration requests, creation of ready-made drafts for agents or targeted forwarding to the responsible team. OMQ integrates natively into Freshdesk and works directly from a central knowledge base — without changing your workflow.
Does OMQ replace our Freshdesk?
No — OMQ does not replace Freshdesk, it complements it. Freshdesk remains your central helpdesk system, OMQ works in the background and answers standard inquiries automatically. Your team continues to see all tickets and intervenes in complex cases.
In which industries is Freshdesk used with AI automation?
Freshdesk is particularly frequently used by growing teams and SMEs looking for an easy-to-use helpdesk solution. AI-powered automation with OMQ is particularly used in e-commerce, the insurance sector and education. OMQ is used by companies including Tchibo, EMP and DB Regio.
Does OMQ also work with other helpdesk systems?
Yes — OMQ is not limited to Freshdesk. In addition to Freshdesk, OMQ also integrates with Zendesk, Zammad, OTRS, Znuny and Intercom. OMQ can also be used across channels — in email, chat, WhatsApp and more. A central knowledge base supplies all channels simultaneously.