Freshdesk
Ticket-based help desk from Freshworks with per-agent plans, a knowledge base on every tier and a 14-day trial.
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 setup effort of Zendesk.
The core product handles email, portal and social tickets; omnichannel support is sold as a separate, higher-priced product, Freshdesk Omni. The Freddy AI Copilot (reply suggestions, summaries, agent assist) is a paid add-on per agent on Pro and Enterprise, and Freddy AI Agent for self-service includes 500 sessions on every plan, with more sold in packs.
Plans are priced per agent and billed annually: Growth at $19, Pro at $55 and Enterprise at $89 per agent per month. The free plan the product was long known for is no longer on the pricing page; new accounts start with a 14-day trial of Enterprise. 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
- Knowledge base and customer portal included from the entry Growth plan
- 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
- Omnichannel support is a separate, higher-priced product (Freshdesk Omni)
- Freddy AI Copilot is a paid per-agent add-on rather than included
- Reporting and automation are shallow on the Growth tier
- Many capabilities are split across tiers, making plan comparison confusing
- No free plan any more, and the pricing page quotes annual billing only
Pricing
Pricing last reviewed Sep 13, 2026
Subscription. No free plan on the current pricing page; sign-up starts a 14-day trial of Enterprise. Growth is $19, Pro $55 and Enterprise $89 per agent per month, all billed annually, and the page lists no monthly rates. Every plan includes 500 Freddy AI Agent sessions; Freddy AI Copilot is a $29 per-agent add-on on Pro and Enterprise.
Growth
$19/user/mo
Ticketing, shared inbox, customer portal and knowledge base. $19 per agent per month, billed annually.
- Ticketing and shared inbox
- Customer portal and knowledge base
- Analytics and reporting
- 500 Freddy AI Agent sessions
Pro
Popular$55/user/mo
The most popular tier; Freddy AI Copilot available as a $29 per-agent add-on. $55 per agent per month, billed annually.
- Everything in Growth
- Freddy AI Copilot add-on available
- 500 Freddy AI Agent sessions
Enterprise
$89/user/mo
Adds Freddy AI Insights, skill-based routing, sandbox, audit logs and IP allowlisting. $89 per agent per month, billed annually.
- Everything in Pro
- Freddy AI Insights
- Skill-based routing
- Sandbox and audit logs
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 with less setup than Zendesk
- Companies already using other Freshworks products
Not ideal if you
- Teams that need omnichannel support without moving up to Freshdesk Omni
- Large enterprises needing deep customization and analytics
Compared in these shortlists
Freshdesk alternatives
User reviews
No user reviews yet
The rating above is VERILO's editorial assessment. User reviews for Freshdesk will appear here once they are collected and moderated.
Freshdesk
From $19/mo