Freshdesk
Ticket-based help desk from Freshworks with a free tier for two agents and per-agent paid plans.
Overview
Freshdesk is the help desk product from Freshworks, covering email and web-form ticketing, a knowledge base, SLA policies, automations and team collaboration features such as shared ownership and parent-child tickets. It is popular with small and mid-sized support teams that want a conventional ticketing system without the price or setup effort of Zendesk.
The core product handles email, portal and social tickets; live chat, chatbots and phone are part of the separately priced Freshdesk Omni bundle rather than the base plans. The Freddy AI Copilot (reply suggestions, summaries, agent assist) is a paid add-on per agent, and Freddy AI Agent for self-service is metered separately.
A free plan covers up to two agents with basic ticketing and a knowledge base. Paid plans start at $15 per agent per month billed annually (Growth), rising to $49 for Pro and $79 for Enterprise; monthly billing costs more. The interface is approachable and setup is quick, but reporting and automation depth on the lower tiers is limited, and the number of feature gates between tiers takes some reading.
Key features
AI
- AI assistant
Collaboration
- Roles & permissions
Automation
- Workflow automation
- API access
Data
- Custom fields
- Reporting & dashboards
Platforms
- Mobile app
Support
- Shared inbox
- Ticketing
- Knowledge base / help centre
- SLA management
- Multichannel inbox (email, chat, social)
- Integrations
- Facebook & Instagram, HubSpot, Jira, Mailchimp, Microsoft Teams, Salesforce, Shopify, Slack, Zapier
- Platforms
- Web, iOS, Android, API
Pros & cons
Strengths
- Free plan and low entry price for small teams
- Solid ticketing basics: SLAs, automations, canned responses, parent-child tickets
- Clean, approachable interface that agents learn quickly
- Good marketplace of apps and a documented API
Limitations
- Live chat, bots and phone require the separately priced Freshdesk Omni bundle
- Freddy AI Copilot is a paid per-agent add-on rather than included
- Reporting and automation are shallow on the Free and Growth tiers
- Many capabilities are split across tiers, making plan comparison confusing
Pricing
Freemium. A free plan supports up to two agents. Paid plans start at $15 per agent per month billed annually for Growth (about $18 monthly), with Pro at $49 and Enterprise at $79 per agent per month annually; Freddy AI Copilot is an extra per-agent add-on.
Free
Free
Basic email and social ticketing for up to two agents.
- Up to 2 agents
- Email and social ticketing
- Knowledge base
Growth
$15/user/mo
Adds automations, collision detection and marketplace apps. Billed annually.
- Automations
- Collision detection
- Marketplace apps
- Custom email server
Pro
Popular$49/user/mo
Multiple products, custom roles, SLA reminders and custom reports. Billed annually.
- Multiple products and portals
- Custom roles
- SLA reminders and escalation
- Custom reports and dashboards
Enterprise
$79/user/mo
Adds skill-based routing, audit logs, sandbox and IP restrictions. Billed annually.
- Skill-based routing
- Audit log
- Sandbox
- IP allowlisting
Prices are listed in USD and can change. Confirm current pricing on the vendor’s pricing page.
Best for
A good fit if you are
- Small and mid-sized teams running email-first support
- Businesses that want traditional ticketing at a lower price than Zendesk
- Companies already using other Freshworks products
Not ideal if you
- Chat-first teams that need a messenger and bots in the base plan
- Large enterprises needing deep customization and analytics
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Freshdesk
From $15/mo · Free plan