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.
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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
Vendor support
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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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
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Customer reviews
Jowy A.
Easy-to-Use AI Integration That Delivers
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
The AI integration makes it easy to use.
What do you dislike about the product?
The Filters are a bit confusing at times.
What problems is the product solving and how is that benefiting you?
It makes navigation easy and I don't have to read 100s of email by myself.
Matt E.
Easy Ticket Management and Reporting, but AI Falls Short
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to bring support tickets from multiple partners, customers, and products into one place and assign them to the right people. I find the interface easy to understand, which makes onboarding new employees easier. When they log in, their open queue is ready, so they can get to work without searching for tickets. I also like the robust, easy-to-use reporting. I can create a dashboard for each employee and get daily, weekly, and monthly visibility into top performers and customers, so I can make sure nothing falls through the cracks. Setup was pretty easy, and once I built the automations, they ran pretty smoothly.
What do you dislike about the product?
Freddy AI isn’t as friendly as it should be and didn’t hit the mark for us. We built our own AI bot on top of Freshdesk, and it works significantly better. We also use the API heavily and had to request a higher rate limit because we didn’t know our plan still allowed 5,000 calls per hour instead of the new 400 calls per minute. It would have been nicer to have the rate limit updated automatically. The most difficult part of setup was building the automations we wanted, though they run pretty smoothly now that they’re set up.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to bring support tickets from multiple partners, customers, and products into one place and assign them to the right staff so they can be handled in an orderly manner.
Anonymous
Efficient and Integrated Assistance, with Some Limitations in Custom Fields
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
I like the ease of use of Freshdesk and the customizable client frontend. I appreciate the integrations with other business tools: when we receive a ticket, it and the entire thread are transferred to the CRM, keeping the sales area updated; the integration with internal tracking tools allows the development office to track activities. Operators find clear and straightforward screens, enabling them to work quickly and effectively. I also find the tracking of reports and response times useful, the shared knowledge base across multiple products, the convenient customer access area, and quick communications. The initial setup was also easy. I have already recommended Freshdesk to colleagues from other companies.
What do you dislike about the product?
I find the number of some fields limited during entity creation; for example, in the company, there is a limit to the number of link fields.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to track reports and response times, share a knowledge base across multiple products, offer customers a convenient access area, and communicate quickly.
Anonymous
Easy Ticket Management and Reporting, with Room for AI Automation
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to handle customer tickets and provide support. It makes it easy to organize, sort, and assign tickets, manage feedback and response times, and keep track of our KPIs. I like how easy the UI is and how easy it is to track what matters most to us, like response due times and assignments. I also like getting dashboards on demand, generating formatted reports, and adding private notes to collaborate with other agents. The onboarding was super easy and streamlined, as far as I remember.
What do you dislike about the product?
I’d appreciate AI automation to auto-tag tickets into categories and support for Claude agents, so agents don’t have to manually sift through each ticket to classify it.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to sort and assign tickets, manage feedback and response times, track KPIs, and get brief dashboards on demand. It helps us provide and manage customer support.
Ashwin H.
Powerful Automations, with Room to Improve Reporting
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
Freshdesk helps me manage our emails and customer communication across platforms. I especially like the automations for sorting and routing: they catch specific words, send emails to the right person, and save the teams that use the platform hours of manual work. They also help us avoid having someone read every email just to decide where it should go, and let us use people’s skills in other areas of the business. I like that we can trigger automations with certain responses and create custom apps for our business, and that Freshdesk lets us explore what we can do within the platform. It also helps us report on team performance. The web form is very cool, and functionality-wise, Freshdesk serves its purpose. We’ve been using it for over a decade, and hopefully we’ll continue to use it.
What do you dislike about the product?
I find some limitations with HTML support. We’ve had to build custom apps around it, and the automations don’t support HTML-type content, which affects our plans for an auto email responder. I’d also like a lot more customization in reporting. Most of the system is fairly easy to use, but some parts feel overly complicated.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage customer emails and communication channels. Sorting and routing automations catch specific words and send emails to the right person, saving our teams hours of manual sorting and letting people use their skills elsewhere. We can report on team performance and build custom apps.