Sold by: Freshworks Inc.Â
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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.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
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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Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
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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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Customer reviews
4.5
1 ratings
1 AWS reviews
|
3430 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.
Logistics and Supply Chain
Easy way to get support
Reviewed on Nov 13, 2025
Review provided by G2
What do you like best about the product?
It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.
What do you dislike about the product?
Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.
Anne C.
Affordable, User-Friendly, and Highly Automated Tool
Reviewed on Nov 10, 2025
Review provided by G2
What do you like best about the product?
This tool has a clear and user friendly interface.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
What do you dislike about the product?
The tool has worked well for us. No complaints.
What problems is the product solving and how is that benefiting you?
Through the AI powered self service feature our team is able to concentrate on other important issues in the company. This has highly promoted productivity in the company.
Computer Software
Simple Interface, But Serious Billing & Support Issues After 9 Years
Reviewed on Nov 04, 2025
Review provided by G2
What do you like best about the product?
The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions.
What do you dislike about the product?
After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise.
What problems is the product solving and how is that benefiting you?
Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
Sourabh C.
Freshdesk Review
Reviewed on Nov 03, 2025
Review provided by G2
What do you like best about the product?
I am using Freshdesk for so long and i am using the ticket management system and the chatbot that we use very frequently. The freshdesk is very scalable and ease to implement it also provide automation tools.
What do you dislike about the product?
Freshdesk provide the customer support and helpdesk that help my manage my business and help the clients query wisly. Nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
I am using the following processes like ticket management, automation tools and AI chatbots.
Events Services
Freshdesk Simplifies Support & Great Tool For Automation
Reviewed on Nov 01, 2025
Review provided by G2
What do you like best about the product?
Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack.
What do you dislike about the product?
It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis.
What problems is the product solving and how is that benefiting you?
Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time.