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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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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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
Tracy D.
Reliable multi-team helpdesk for a non-profit with several support channels
Reviewed on Nov 10, 2026
Review provided by G2
What do you like best about the product?
Freshdesk handles all the support queries across our foundation in one place. We run several separate support streams: applicant support for our self-service portal, info mailboxes, selection queries and internal IT. Emails become tickets and go to the right group automatically, so each team sees only its own queue, and nothing gets lost in shared inboxes during busy periods like our application and selection cycles. Our agents picked up the interface quickly, and day-to-day admin is easy for a small IT team.
What do you dislike about the product?
Getting the best out of the more advanced features, like automations, SLA management and workflow rules, takes more admin effort than we'd like, and new staff often need refresher training. Some newer capabilities, especially AI features, seem to be moving to add-ons or usage-based pricing, which makes budgeting harder for a non-profit on a fixed annual budget.
What problems is the product solving and how is that benefiting you?
We support many applicants, parents, students and partners, often in short, intense windows. Freshdesk gives us structured queues, assignment rules and a full ticket history, so we respond faster and more consistently, and we can see volumes by team. That has made us more accountable to the young people we serve and has cut down on lost or duplicated emails.
Marco C.
Freshdesk: Intuitive UI, Fast Onboarding, and Great Value
Reviewed on Nov 10, 2026
Review provided by G2
What do you like best about the product?
User-friendly UI: Freshdesk’s interface is clean and intuitive. Agents can find what they need without extensive training, and the ticket views, filters and dashboards make it easy to prioritize work and track progress at a glance. This keeps day-to-day ticket handling fast and reduces errors.
Competitive license pricing: The licensing model offers strong value for money compared with other service desk tools. The features included in each plan cover our core needs without expensive add-ons, which makes it easy to scale the number of agents as the team grows.
Quick onboarding: Getting started with Freshdesk was quick and straightforward. Setting up the helpdesk, configuring workflows and bringing new agents on board took very little time, so we were productive almost immediately.
Responsive support: The Freshdesk support team responds promptly and is knowledgeable. When questions or issues come up, we get clear, practical answers quickly, which gives us confidence in the platform and minimizes any impact on our service.
Competitive license pricing: The licensing model offers strong value for money compared with other service desk tools. The features included in each plan cover our core needs without expensive add-ons, which makes it easy to scale the number of agents as the team grows.
Quick onboarding: Getting started with Freshdesk was quick and straightforward. Setting up the helpdesk, configuring workflows and bringing new agents on board took very little time, so we were productive almost immediately.
Responsive support: The Freshdesk support team responds promptly and is knowledgeable. When questions or issues come up, we get clear, practical answers quickly, which gives us confidence in the platform and minimizes any impact on our service.
What do you dislike about the product?
There aren't any particular things that I don't like but I would suggest some enhancements:
1. Ticket access by Company for multi-team tenants: When several support teams share the same Freshdesk tenant, a more flexible security model would help. It would be useful to restrict agents or groups so they can only see and work on tickets belonging to specific companies. Each team could then focus on its own customers, the risk of agents accidentally handling the wrong tickets would go down, and confidentiality would be easier to maintain when teams serve different clients.
2. View-only ticket access for Contacts: Some of our customers have asked for the ability to give certain contacts read-only access in the customer portal. These contacts could follow the progress of their company’s tickets without being able to reply, reopen or change them. This would be useful for stakeholders such as managers, who need visibility but shouldn’t take part in the support conversation.
1. Ticket access by Company for multi-team tenants: When several support teams share the same Freshdesk tenant, a more flexible security model would help. It would be useful to restrict agents or groups so they can only see and work on tickets belonging to specific companies. Each team could then focus on its own customers, the risk of agents accidentally handling the wrong tickets would go down, and confidentiality would be easier to maintain when teams serve different clients.
2. View-only ticket access for Contacts: Some of our customers have asked for the ability to give certain contacts read-only access in the customer portal. These contacts could follow the progress of their company’s tickets without being able to reply, reopen or change them. This would be useful for stakeholders such as managers, who need visibility but shouldn’t take part in the support conversation.
What problems is the product solving and how is that benefiting you?
This question does not apply to me: we started an Application Management Support service from scratch and we selected Freshdesk to handle the support requests from our clients.
Christian P.
Intuitive, Easy-to-Configure Freshdesk Experience
Reviewed on Nov 10, 2026
Review provided by G2
What do you like best about the product?
What I like most about Freshdesk is how intuitive and easy it is to configure.
What do you dislike about the product?
What I don't like the most is the connection with the Freshworks ecosystem. Everything isn't centralized in a single portal, and moreover, concepts and configurations end up getting mixed up with the other models. For that reason, in the end we only use Freshdesk.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk and its easy setup, we are able to unify different services that we had
Eden B.
A big improvement on shared inboxes
Reviewed on Nov 09, 2026
Review provided by G2
What do you like best about the product?
Ticket management and analytics. Canned responses and knowledge base.
What do you dislike about the product?
The AI we've tried hasn't been fit for purpose, and expensive. The support hasn't been great when we have made a request that should be resolvable - we were told a field that was mass changed in bulk couldn't be reset which has ruined a lot of our data. The MCP doesn't do what we need it to do as there is a limit on how many tickets can be digested at once.
What problems is the product solving and how is that benefiting you?
Management of workload among the team, removing need for repetitive answers being rehashed every time. Analysing trends in queries.
Information Technology and Services
A Powerful Tool for Ticket Management, Automation, and Team Collaboration
Reviewed on Nov 09, 2026
Review provided by G2
What do you like best about the product?
What I like most about the tool is its automation capabilities. I use them extensively to ensure tickets are routed to the correct teams, automatically populate filters, and send notifications based on specific conditions or situations.
These features help streamline workflows, reduce manual tasks, and make ticket management more efficient.
These features help streamline workflows, reduce manual tasks, and make ticket management more efficient.
What do you dislike about the product?
I find it somewhat challenging to manage multiple products within the tool. For example, I haven't been able to configure different ticket creation notifications for each product because the notification message is set as a default template, regardless of whether I have one or multiple products.
It would be helpful to have the flexibility to customize notification templates based on the product, allowing for more specific and tailored communication.
It would be helpful to have the flexibility to customize notification templates based on the product, allowing for more specific and tailored communication.
What problems is the product solving and how is that benefiting you?
The tool has been helping me organize incoming tickets, improve internal communication, and keep track of incidents. Having access to ticket history, private notifications, and internal notes makes it easier to document issues, follow up on actions, and maintain clear communication within the team.
Overall, it has improved our organization and visibility throughout the ticket management process.
Overall, it has improved our organization and visibility throughout the ticket management process.