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    Freshdesk

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    Deployed on AWS
    Free Trial
    Vendor Insights
    Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.

    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.

    Details

    Delivery method

    Deployed on AWS

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    Vendor Insights

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    Buyer guide

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    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
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    Pricing

    Free trial

    Try this product free according to the free trial terms set by the vendor.
    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.

    1-month contract (4)

     Info
    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.

    Custom pricing options

    Request a private offer to receive a custom quote.

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    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

    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.

    Product comparison

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    Updated weekly
    By Freshworks Inc.
    By Zendesk
    By monday.com

    Accolades

     Info
    Top
    10
    In Contact Center, CRM
    Top
    10
    In Contact Center, CRM, IT Business Management
    Top
    10
    In ITSM Solutions

    Customer reviews

     Info
    Sentiment is AI generated from actual customer reviews on AWS and G2
    Reviews
    Functionality
    Ease of use
    Customer service
    Cost effectiveness
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    AI generated from product descriptions
    Intelligent Ticket Routing
    Advanced routing mechanism that analyzes incoming customer issues and assigns tickets to agents based on skill and workload
    AI-Powered Agent Assistance
    Generative AI copilot providing guided assistance, productivity enhancements, and collaboration support for support agents
    Automated Workflow Management
    AI-driven automation capabilities that streamline ticket processing, reduce redundant tasks, and ensure comprehensive ticket tracking
    Self-Service Knowledge Management
    Scalable knowledge base with custom widgets and approval workflows to enable customer self-service and information discovery
    Advanced Analytics and Insights
    Proactive AI-driven analytics providing performance monitoring, next-best-action suggestions, and support operation optimization capabilities
    Multi-Channel Support
    Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
    AI-Powered Customer Service
    Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
    Agent Workspace Integration
    Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
    Knowledge Management
    Comprehensive knowledge base system for managing and organizing customer support information
    Real-Time Analytics
    Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
    Workflow Automation
    Code-free automation capabilities with ability to generate reports, create real-time updates, and send notifications across teams and tools
    Multi-Level Access Control
    Enterprise-grade platform with multi-level user permissions and granular audit logs for comprehensive security management
    Service Management Platform
    Integrated ticketing, project, asset, and knowledge base management system with cross-organizational collaboration features
    AI-Powered Service Operations
    AI building blocks enabling automated service processes including ticket routing, tagging, and self-service experiences
    Advanced Reporting Capabilities
    Real-time activity tracking with comprehensive reporting tools for data-driven decision making and trend identification

    Security credentials

     Info
    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    -
    -
    -
    -
    -
    No security profile
    No security profile

    Contract

     Info
    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

     Info
    4.5
    1 ratings
    5 star
    4 star
    3 star
    2 star
    1 star
    0%
    100%
    0%
    0%
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    1 AWS reviews
    |
    3416 external reviews
    Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
    Ayush S.

    Freshdesk: Platform which manages customer queries

    Reviewed on Sep 21, 2025
    Review provided by G2
    What do you like best about the product?
    It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality
    What do you dislike about the product?
    We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay.
    What problems is the product solving and how is that benefiting you?
    It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything.
    Anshu K.

    Freshdesk

    Reviewed on Sep 21, 2025
    Review provided by G2
    What do you like best about the product?
    Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.
    What do you dislike about the product?
    some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.
    What problems is the product solving and how is that benefiting you?
    Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.
    Julia G.

    Freshworks empowers collaboration

    Reviewed on Sep 19, 2025
    Review provided by G2
    What do you like best about the product?
    Freshworks provides great visibility, a great layout, it is scalable, multiple teams can work individually or collaboratively.
    What do you dislike about the product?
    Exporting options could be improved, specifically the way the date range is entered.
    What problems is the product solving and how is that benefiting you?
    We use Custom Objects to further customize Freshdesk to our needs. It is currently a static feature and the ability to integrate to provide automatic versus manual updating would be appreciated.
    Computer Software

    User-Friendly Helpdesk with Great Automation Features

    Reviewed on Sep 17, 2025
    Review provided by G2
    What do you like best about the product?
    Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
    What do you dislike about the product?
    Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
    What problems is the product solving and how is that benefiting you?
    Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
    Ritika S.

    Reliable Customer Support Platform for Scalable Service Operations

    Reviewed on Sep 17, 2025
    Review provided by G2
    What do you like best about the product?
    Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.
    What do you dislike about the product?
    While Freshdesk is generally easy to use, cutomizing workflows for complex support process can require additional effort. The mobile app is functional but lacks some of the advanced features available on the desktop version. Reporting could also offer more flexibility in terms of customization for leadership level insights.
    What problems is the product solving and how is that benefiting you?
    Freshdesk centralize our support operations, reducing dependency on scattered communication channels. It helps the team manage high volumes of queries efficiently, track SLAs, and maintain accountability across agents. This has resulted in faster resolution times, improved customer satisfaction, and better visibility for managers into performance metrics. The automation capabilities have also reduced manual efforts, allowing the team to focus more on delivering quality support.
    View all reviews