Sold by: Freshworks Inc.
Deployed on AWS
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AWS Free Tier
Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
4.4
Overview
Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
Freshdesk facilitates advanced ticketing, empowers agents to manage, prioritize, and resolve tickets faster at scale. With smart self-service and powerful collaboration tools, they can deflect repetitive tickets, collaborate effortlessly on complex issues, and resolve them faster. This way, they can optimize their workload and spend less time on redundant issues to focus on critical issues. Freddy Copilot, a generative AI-powered personal assistant for your agents, offers them guided assistance, productivity boosts, and streamlined collaboration to deliver faster and personalized support.
With proactive AI-driven insights, powerful analytics, and next-best-action suggestions, leaders can make data-backed decisions to optimize their support operations, monitor support quality at scale, and significantly reduce TCO.
Freshdesk is an AI-powered automations help admins streamline the workflows by automating all redundant work and actions performed on the ticket, ensuring no tickets slip through the cracks. Our intelligent routing analyzes every incoming customer issue and instantly assigns them to the right agents based on skill and load, and ensures the bandwidth of the team is managed most efficiently.
Use-cases : Email & Social Ticketing, Self-serve Knowledgebase, Field Service Management
Plans & Pricing: Each plan has a different feature-set & pricing (freshdesk.com/pricing)
Some of the main features available in the most popular plan (Enterprise) are:
Skill-based Routing Sandbox Audit Log Knowledge Base Approval Workflow Agent Shifts IP Range Restriction Freshdesk Telephony Partner Extension Email Bot FREDDY Includes 5000 bot sessions/month Assist Bot FREDDY Auto-triage FREDDY Article Suggester FREDDY Robo Assist FREDDY Canned Response Suggester FREDDY Multiple products (Unlimited) Social Signals Round-robin Routing Custom Roles Custom Reports and Dashboards Customer Segments Versions in Knowledge Base Multiple Products (up to 5) Includes up to 5000 Collaborators Extendable API Limits CSAT Survey & Reports Multiple SLA & Business hours SLA Reminder & Escalation Multilingual Knowledge Base Custom Apps
Highlights
- Proactive AI-driven insights to optimize support: Surface potential issues and optimize support operations with proactive AI-driven insights. Unleash the power of generative AI to analyze interactions constantly, monitor quality, and realize a lower TCO.
- AI-powered automations and workflows: Eliminate redundancy and enable your teams to run on autopilot with AI-powered automations. Improve productivity and efficiency with generative AI that assists agents at every step, enabling them to deliver accurate resolutions.
- Deflect FAQs and optimize agent workload: Automate self-service with a scalable knowledge base and custom widgets to help customers find answers faster. Integrate your portal with custom apps to solve specific business needs and deliver a tailored self-service experience.
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Pricing
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Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/month |
|---|---|---|
Free | For getting started | $0.00 |
Growth | For fast growth | $18.00 |
Pro | For high performance | $59.00 |
Enterprise | For Enterprise-grade support | $95.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
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Resources
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Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshdesk.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
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AI generated from product descriptions
AI-Powered Ticket Automation
Automated routing and triage of incoming customer issues with skill-based and load-based agent assignment to optimize team bandwidth and ensure efficient ticket distribution.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity enhancements, and collaboration features including auto-triage, article suggestions, canned response recommendations, and robo assist capabilities.
Advanced Analytics and Reporting
Proactive AI-driven insights, custom reports and dashboards, CSAT surveys with reports, and next-best-action suggestions for data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versioning, article suggester functionality, and custom widget integration for customer self-service deflection.
Intelligent Ticket Management
Multi-channel ticketing across email and social platforms with multiple SLA management, business hours configuration, escalation rules, custom roles, and customer segmentation capabilities.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
No
Customer reviews
Primary/Secondary Education
Easy Setup and Everything We Need for Ticket Management
Reviewed on Oct 07, 2026
Review provided by G2
What do you like best about the product?
Solid solution - easy to set up. Has everything we needed for ticket management.
What do you dislike about the product?
At the beginning of a new contract term, there was a price increase. Then two months later we were informed there would be another price increase on our next contract.
What problems is the product solving and how is that benefiting you?
We used Freshdesk successfully as our helpdesk for many years before it just started going up in price. We were very happy with the functionality and the support.
Computer Software
Great Custom Views and Reports, but Role Limits and High Seat Costs
Reviewed on Sep 30, 2026
Review provided by G2
What do you like best about the product?
It’s a decent tool for support operations, and I feel the ability to create custom views and reports is the best thing about Freshdesk.
What do you dislike about the product?
There are a lot of limitations around who can see what, and I feel the cost for an agent seat is way too high. We also don’t have many role options that let you interact with ticket properties unless you’re an agent. Also if you make any changes in the ticket properties it might take upto 30 mins to reflect the changes in the reports
What problems is the product solving and how is that benefiting you?
It helped as a unified tool to track all the tickets and SLA in one place
Eswara Rao K.
My View On Freshdesk
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
Freshdesk works seamlessly with the rest of the Freshworks suite, which makes it a solid choice if you're already in that ecosystem. Overall, it's one of the easiest help desk platforms we've used it simplifies support and keeps every request organized in one place.
What do you dislike about the product?
Although It's easy to use, but automation and advanced workflows fall short compared to more enterprise-grade platforms. Omnichannel support is available, but it's just not deep or flexible enough for more complex support setups.
What problems is the product solving and how is that benefiting you?
It helps in keeping all the customer queries at one place even though they reached out through different platforms.
Brijesh A.
Freshdesk review by Brijesh
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
With Freshdesk we were able to centralize communications from multiple at one place wheather it may be from chat or email or in anyother way. This helped us to resolve client issues faster
What do you dislike about the product?
Although Freshdesk is very easy to adapt to, some of the features are very complex and need time to get used to. Additionally, the pricing is very high when want additional features rather than basic versions
What problems is the product solving and how is that benefiting you?
it centralizes messages from multiple channels (chat, email, and others) into one place, so that our team isn't jumping between separate tools
samala v.
Freshdesk review by vamshi
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
We are using Freshdesk as a helpdesk platform and easily it is one of the most adaptable. Our team was able to learn and go live in a couple of days.
What do you dislike about the product?
Although we can integrate our mailbox easily some times it creates duplicate tickets causing inconvenience while responding to a client
What problems is the product solving and how is that benefiting you?
It’s flexible enough to fit our team’s existing workflows, and its intuitive design helps new users can hit the ground running without weeks of training