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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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.
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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
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Standard contract
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Customer reviews
4.5
1 ratings
1 AWS reviews
|
3430 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.
Varun R.
FreshWorks Review
Reviewed on Aug 31, 2025
Review provided by G2
What do you like best about the product?
It is most useful for any customer emails and complaints recieved and check the who is working on the case and connect with different line of buisness
What do you dislike about the product?
I dont see anything where its unuseful .
What problems is the product solving and how is that benefiting you?
customer complaints and which team is working on it and its easier to tag the case to teh right team
Computer Software
great platform, doesn't have native chat enablement option leading us to buy freshchat
Reviewed on Aug 30, 2025
Review provided by G2
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
Nitesh V.
Reliable helpdesk solution for better customer experience
Reviewed on Aug 28, 2025
Review provided by G2
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
vikash p.
Simple and effective helpdesk solution for daily testing & support.
Reviewed on Aug 28, 2025
Review provided by G2
What do you like best about the product?
I like its clean interface and how easy it is to raise, track, and manage tickets. The automation feature reduces manual work, and integration with third-party apps make testing workflows smooth.
What do you dislike about the product?
Some advanced customisations are limited, and reporting could be more flexible. At times, UI feel slightly slow with a large ticket volumes.
What problems is the product solving and how is that benefiting you?
It helps in managing bug report, support queries, and tracking communication in one place. This improves collaboration between testers, developers, and support teams, and ensure no issue is missed,
Larry V.
Freshdesk is a fantastic tool for supporting customers
Reviewed on Aug 27, 2025
Review provided by G2
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.