Sold by: Freshworks Inc.
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Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
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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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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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Support
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We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshdesk.com
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AI generated from product descriptions
AI-Powered Ticket Automation
Intelligent routing analyzes incoming customer issues and automatically assigns them to agents based on skill and load, with AI-powered automations that streamline workflows and eliminate redundant ticket actions.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity boosts, and streamlined collaboration features including auto-triage, article suggestion, canned response suggestion, 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 enable data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versions control, and custom widgets for FAQ deflection, integrated with custom apps for tailored self-service experiences.
Ticket Management and Routing
Skill-based and round-robin routing options, multiple SLA and business hours configuration, SLA reminders and escalation rules, custom roles, and agent shift management for efficient ticket prioritization and resolution.
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 unified agent workspace for complete customer context
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 continuous monitoring and improvement of service metrics
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
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
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Customer reviews
Neelakshi S.
A support tool that quietly made our response process less chaotic, smooth, flexible, an
Reviewed on May 27, 2026
Review provided by G2
What do you like best about the product?
What stood out to me first was how quickly the team adapted to it without much training. We muved from shared in boxes and scattered chats into Freshdesk, and suddenly it became easier to track who replied to what and which issues for still hanging. They are automation rules saved us more time than expected, especially for repetitive request that used to eat up half of the day.
What do you dislike about the product?
Reporting is useful though few dashboards felt limited unless you spend time customizing them properly. Also if your team grows quickly managing notifications can become no IC unless you find tune everything early on.
What problems is the product solving and how is that benefiting you?
Now the team has a clearer system for ownership and follow ups. Customers get faster replies, internal communication is cleaner, and it's easier to spot recurring issues instead of reacting to everything manually each day. Freshdesk helped us bring structure to customer support without making the process feels robotic. Before using it, requests came from email, chat and social platforms separately, which led to delayed responses andd duplicate work.
Ashir M.
User-Friendly with Efficient Automation, Slightly Priced High
Reviewed on May 26, 2026
Review provided by G2
What do you like best about the product?
I like how Freshdesk is very simple and organized, making customer support and handling queries for email, chat, and other platforms easier. The automation features are really helpful because they reduce manual work by automatically assigning tickets and managing responses, priorities, etc. It's a cloud-based tool that is easy to learn and use, with a clear interface and good automation tools that are great for both small and medium businesses. Additionally, Freshdesk provides good automation and integrations suitable for scaling support teams. I also appreciate the easier setup and learning curve, better ticket organization, and the cleaner dashboard that makes daily operations smoother.
What do you dislike about the product?
The design is maybe not the best, like add-ons feature requires expensive plans. The software can feel expensive and slow when handling large ticket volumes. There are too many notifications sometimes, and the integration setup could be better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to prevent customer messages from getting lost and to manage support across multiple platforms effectively with a proper record of customer issues.
VINAY P.
Streamlining Support Requests with Smart Automation
Reviewed on May 25, 2026
Review provided by G2
What do you like best about the product?
What stood out most to me about Freshdesk was how effectively it centralized support operations, ticket management, and communication workflows into one structured platform. Before using it, handling requests across email threads, chats, and multiple communication channels created delays, duplicated work, and inconsistent tracking.
The ticketing workflow and automation capabilities were especially valuable because they reduced a lot of repetitive coordination work. Tickets could automatically be categorized, assigned, prioritized, and routed to the correct teams without constant manual intervention. That improved operational visibility and response consistency significantly.
Even newer team members could understand the workflow quickly without extensive onboarding or technical training. The centralized dashboard, SLA tracking, canned responses, and reporting tools made daily support management much more organized.platforms like email systems, collaboration tools, and operational software. Having communication, support tickets, and reporting accessible from one environment improved coordination efficiency considerably. The gamified workflow and performance dashboards were also surprisingly effective for improving team productivity and visibility.
The automation workflows and AI-assisted capabilities helped reduce manual effort around repetitive support tasks, ticket handling, and response preparation during high-volume periods.
The ticketing workflow and automation capabilities were especially valuable because they reduced a lot of repetitive coordination work. Tickets could automatically be categorized, assigned, prioritized, and routed to the correct teams without constant manual intervention. That improved operational visibility and response consistency significantly.
Even newer team members could understand the workflow quickly without extensive onboarding or technical training. The centralized dashboard, SLA tracking, canned responses, and reporting tools made daily support management much more organized.platforms like email systems, collaboration tools, and operational software. Having communication, support tickets, and reporting accessible from one environment improved coordination efficiency considerably. The gamified workflow and performance dashboards were also surprisingly effective for improving team productivity and visibility.
The automation workflows and AI-assisted capabilities helped reduce manual effort around repetitive support tasks, ticket handling, and response preparation during high-volume periods.
What do you dislike about the product?
One limitation I noticed is that advanced reporting and deeper analytics customization can feel restrictive unless higher-tier plans are used. While the standard reports work well for day-to-day operations, more detailed analysis often requires additional configuration or external reporting workflows.
I also experienced occasional slowdowns while handling larger ticket databases or high-volume search requests. Ticket-search performance and historical lookup accuracy could be improved further for organizations managing extensive support histories.
I also experienced occasional slowdowns while handling larger ticket databases or high-volume search requests. Ticket-search performance and historical lookup accuracy could be improved further for organizations managing extensive support histories.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk, customer requests, operational issues, and internal support activities were being tracked across scattered email inboxes, spreadsheets, chat tools, and manual follow-ups. That created inconsistent responses, delayed issue resolution, and difficulty maintaining visibility into ongoing support activities.
Freshdesk solved this by centralizing tickets, communication channels, automation workflows, reporting, and customer interactions into one platform. Instead of manually tracking which issues were resolved or pending, every request became structured, searchable, assignable, and trackable through ticket workflows.
Operational requests, support issues, inventory-related tickets, escalation workflows, and customer communication could all be managed more efficiently through automated routing, SLA tracking, and centralized dashboards. Reporting visibility also helped monitor team productivity, response times, and unresolved ticket trends.
The biggest benefit was reduced manual coordination, faster response handling, improved visibility across support operations, and better workflow consistency without requiring overly complex systems.
Freshdesk solved this by centralizing tickets, communication channels, automation workflows, reporting, and customer interactions into one platform. Instead of manually tracking which issues were resolved or pending, every request became structured, searchable, assignable, and trackable through ticket workflows.
Operational requests, support issues, inventory-related tickets, escalation workflows, and customer communication could all be managed more efficiently through automated routing, SLA tracking, and centralized dashboards. Reporting visibility also helped monitor team productivity, response times, and unresolved ticket trends.
The biggest benefit was reduced manual coordination, faster response handling, improved visibility across support operations, and better workflow consistency without requiring overly complex systems.
Philip F.
Streamlined Support with Efficient Ticket Management
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to manage customer support tickets, live chat, and self-service help articles. It centralizes emails, routes requests to the right team member, and tracks resolution times efficiently. I appreciate that Freshdesk solves missed emails and slow response times by organizing all support channels in one place. The automation rules and reporting save a ton of time, and the interface doesn’t get in the way when I'm busy. I also like how it was easier to set up compared to Zendesk and cheaper for our team size, making it an attractive choice. The setup was pretty straightforward, and the guided onboarding helped a lot.
What do you dislike about the product?
Custom reporting and automation are limited on lower plans. The mobile app feels slower than desktop. Advanced features cost extra, so scaling gets expensive for small teams.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support tickets, live chat, and help articles. It centralizes emails, routes requests efficiently, and solves missed emails, slow response times, and scattered conversations by organizing all support channels in one place.
Sunil K.
Intuitive, User-Friendly Ticketing That Keeps Support Teams Moving
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has an incredibly intuitive, user-friendly interface. It makes it easy for our support agents to track, prioritize, and respond to customer tickets, all without a steep learning curve.
What do you dislike about the product?
While the basic features are solid, the advanced reporting and analytics tools can feel a bit rigid. Building and customizing more complex reports to track specific team metrics ends up taking more effort than it should.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us tackle the chaotic challenge of managing customer issues across separate channels by bringing email, live chat, and social media inquiries into one organized dashboard. Before we started using it, our team often ran into duplicated work, overlapping efforts, and delayed responses. Now we can provide real-time, conversational support while also logging more complex complaints without friction. The biggest benefit has been the noticeable improvement in response times and overall team productivity, which has directly led to higher customer satisfaction and a far more organized workflow.