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.
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
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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Functionality
Ease of use
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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.
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
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
No
No
Customer reviews
Vilde S.
Simple, Clean Interface with a Great Case Overview
Reviewed on Mar 27, 2026
Review provided by G2
What do you like best about the product?
Very simple and clean, with a good overview of cases.
What do you dislike about the product?
It could be even better to have an overview of customers. It would also be nice if customers could filter by product type (a field we’ve added to the cases).
What problems is the product solving and how is that benefiting you?
Creating cases in Slack, staying in contact with customers, and getting insight into our products and the market.
Computer Software
Feature-Rich and Scalable for Growing Businesses
Reviewed on Mar 25, 2026
Review provided by G2
What do you like best about the product?
The amount of features that you could use and how you can scale it for your business.
What do you dislike about the product?
It’s hard to point to one thing at a general level, but one issue that causes a bit of struggle is when email threads aren’t merged. In those cases, you end up seeing both the latest email reply and the entire email thread repeated with every action.
What problems is the product solving and how is that benefiting you?
The main thing it solves for us is collecting all customer questions and issues. It helps our team gather the right information and respond in a clear, structured way.
Narasingh P.
Intuitive Interface, Centralized Support Hub
Reviewed on Mar 25, 2026
Review provided by G2
What do you like best about the product?
I love Freshdesk's simplicity combined with powerful service management features. The intuitive and easy-to-navigate interface makes it simple for both agents and end users. I appreciate how it centralizes all support requests in one place, eliminating missed tickets and reducing manual follow-ups. The clean and user-friendly interface makes it easy to move between tickets, dashboards, reports, and configuration settings without confusion. I also value the features like automation and workflow, SLA rules, and customizable configurations.
What do you dislike about the product?
Freshdesk could be improved in making configuration time because 30 minutes is often not sufficient to properly explain it should be increased to 1 hour.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to centralize all support requests, eliminating missed tickets and reducing manual follow-ups.
Computer Games
Easy-to-Use, Intuitive Interface, suited for what we use it
Reviewed on Mar 23, 2026
Review provided by G2
What do you like best about the product?
It has an easy to use interface and it's intuitive
What do you dislike about the product?
The analytics dashboards feel overly complicated compared to how they used to be, and the filters can be confusing to navigate.
What problems is the product solving and how is that benefiting you?
We mainly use it to respond to customer support requests, and it does the job.
Srishti J.
Makes customer support More organized
Reviewed on Mar 22, 2026
Review provided by G2
What do you like best about the product?
I like how easy it is to manage customer queries in one place. The ticketing system is well organised and features like automation and canned responses save a lot of time. It’s also user friendly and helps handle multiple channel smoothly which made my work in Customer support much more efficient.
What do you dislike about the product?
Sometimes the interface can feel a bit slow, especially when handling multiple tickets at once. Also, some advance features and customisation are limited, unless you upgrade to higher plans, which can be a bit restrictive.
What problems is the product solving and how is that benefiting you?
Fresh desk helps in managing and organising customer queries from different channels in one place. It made it easier for me to track tickets, respond faster and avoiding missing any issues. This improved my efficiency and helped deliver better customer support.