Sold by: Freshworks Inc.Â
Deployed on AWS
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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
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Deployed on AWS
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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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Delivery details
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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.
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.comÂ
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
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
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
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
No security profile
Standard contract
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Customer reviews
4.5
1 ratings
1 AWS reviews
|
3410 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.
CMA Hrushikesh S.
Dependable Ticketing and Task Monitoring System
Reviewed on Oct 09, 2025
Review provided by G2
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
Brent A.
ITSM service that has great integrations
Reviewed on Oct 06, 2025
Review provided by G2
What do you like best about the product?
Great integrations and very easy to customize.
What do you dislike about the product?
Some internal terms are different for users.
What problems is the product solving and how is that benefiting you?
ITSM solution with asset management
Akash P.
All corporate email needs in one platform!
Reviewed on Oct 06, 2025
Review provided by G2
What do you like best about the product?
Provides simple layout for ease of use and a lot of other features to help is customer email management. The software is also integrated to our in-house requirements to help in providing timely customer support and in providing resolution at the earliest.
What do you dislike about the product?
The only disadvantage is, if there are multiple tabs of this software open, the login goes to the recently refreshed page instead of staying at the main page where login is done. It's a nitpick, but no other complaints other than that.
What problems is the product solving and how is that benefiting you?
The software integrates email and calling in one place, making it easier for ticket and data management.
Prabjot S.
Reliable and the best ticketing tool out there in the market.
Reviewed on Oct 03, 2025
Review provided by G2
What do you like best about the product?
I have been using Freshworks for the past six months, and honestly, it is the best ticketing tool I have encountered. Before this, I used Autotask, Hello, and several other platforms, but Freshworks truly stands out. The customization options are excellent, and the user interface is both straightforward and visually appealing. I am particularly impressed by the detailed information presented on the dashboard, which I find very useful. Additionally, the canned responses are outstanding—they are highly customizable and extremely convenient to use with just a click or two. I am genuinely grateful that my company has chosen this ticketing tool.
What do you dislike about the product?
Honestly, I don't really have any major dislikes with this tool. However, if I had to mention something, it would be the lack of a dark mode. If dark mode were available, I would enjoy using it even more. Another minor issue is that there are sometimes delays with receiving notifications via email. The tool works perfectly in Chrome, but I have experienced some issues when using it with the Perplexity browser Comet.
What problems is the product solving and how is that benefiting you?
As a Support and Operations Engineer primarily handling Cyber Security tickets, I manage over 100 tickets each week. Freshwork helps me tackle these challenges by consolidating everything onto a single platform. It makes accessing client details straightforward, and the information available is comprehensive, with no issues in the user interface. What I value most is how quickly it enables me to respond to queries—there are no delays or bugs, which makes the overall experience smooth and efficient.
Falguni D.
Freshworks helped me a lot in my working period .
Reviewed on Oct 03, 2025
Review provided by G2
What do you like best about the product?
Freshworks is built to be straightforward to set up, even for those with little or no coding experience. For many organizations, the onboarding process is quick, allowing you to realize benefits early on. Rather than having to assemble various separate products, Freshworks provides a suite—including support, CRM, IT service management, chat, and marketing—that are intended to integrate seamlessly. This can help streamline workflows and minimize friction.
What do you dislike about the product?
At times, the support agents might not completely grasp the issue before offering solutions, and there can also be delays in their responses.
What problems is the product solving and how is that benefiting you?
AI chatbots and Freddy AI Agents are capable of understanding user intent and context, retrieving relevant knowledge base information, and even performing tasks such as fetching order status or sending invoices without the need for human involvement. The automation features, including workflow rules, allow for automatic ticket routing, tagging, escalation, assignment based on predefined rules, and SLA tracking. The unified task and ticketing system provides omnichannel support by consolidating all customer communication channels—such as chat, email, social media, and WhatsApp—into a single platform, giving agents a complete view of each customer's interactions.