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.
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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.comÂ
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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
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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Standard contract
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Customer reviews
4.5
1 ratings
1 AWS reviews
|
3450 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.
Pruthvi M.
Review for freshdesk
Reviewed on Sep 13, 2025
Review provided by G2
What do you like best about the product?
we can easily use this tool for email, chat, calling, etc.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
What do you dislike about the product?
if we want more feature then we have to buy plans which is affect on our cost.
What problems is the product solving and how is that benefiting you?
Freshdesk have multi support like email, chat, calling so all options are in the one place so we dont need to use multiple tools and due to this we can save our time, easily manage our work and this tool is provide ticket feature so we can easily create a ticket and track it.
Yash L.
My Honest take about Freshdesk App
Reviewed on Sep 13, 2025
Review provided by G2
What do you like best about the product?
The freshdesk app is lifesaver for staying on top of tickets while i'm out and about. Those real-time pings and super simple dashboard let me handle emails, chats and eveything else without missing a beat, keeping my team humming even on the road.
What do you dislike about the product?
The mobile side skimps on desktop bells like fancy reports and full tweaks, plus those random white screens and sync glitch during busy times hits hard when things get slammed.
What problems is the product solving and how is that benefiting you?
It speeds up ticket fixes with AI-Powered automation for routing, resolving issues, cutting agent workload. plus, It empowers customers with self-service knowledge bases and portals to fix problems.
Shubham P.
Simplifying Customer Support Management
Reviewed on Sep 12, 2025
Review provided by G2
What do you like best about the product?
What I like best about Freshdesk is its simplicity and automation. It centralizes all customer queries in one place and allows me to set up workflows that save time. The intuitive UI makes it easy for new agents to onboard quickly, while reporting tools help track team performance.
What do you dislike about the product?
What I dislike about Freshdesk is that some of the advanced reporting and customization options are only available on higher-tier plans, and the mobile app feels limited compared to the web version. However, for day-to-day customer support, it's still a very effective and user-friendly tool.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scatterd customer communication. It benefits me by centralizing all queries, automating routine tasks, and helping me deliver faster, more consistent support.
Accounting
Freddy AI
Reviewed on Sep 09, 2025
Review provided by G2
What do you like best about the product?
It is easy to use and has a lot of tools.
What do you dislike about the product?
Nothing. Love it all! I use it for work all the time and I use almost every feature.
What problems is the product solving and how is that benefiting you?
We do not have any current problems, so none.
CHIRAG P.
An Effective Helpdesk solution for growing teams
Reviewed on Sep 08, 2025
Review provided by G2
What do you like best about the product?
What I like best about Freshdesk is how easy it is to use and get started with. The interface is clean, the setup was quick, and it integrates well with the tools we already use. Features like automation and ticket tracking save time, and their customer support has been reliable whenever we needed help.
What do you dislike about the product?
Some advanced features are only available in higher pricing plans , which can feel limiting for smaller teams, Reporting could also be more customizable and managing large volumes of tickets sometimes requires extra effort.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes all customer queries, making it easier to track, respond and resolve issues quickly, this improves our team's efficiency and enhances customer satisfaction.