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.
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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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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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Functionality
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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
Computer Software
Freshdesk turned scattered customer chats into a predictable daily workflow
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
Freshdesk made it easier for our team to manage incoming support requests without constantly switching tools. The shared inbox helps us see who is working on which tickets, so nothing gets duplicated or ignored. I particularly like how tickets from chat, email, and web forms land in one queue with clear status updates. Automation rules saved us time by assigning tickets and setting priorities automatically.
What do you dislike about the product?
Occasionally, the UI feels slightly slow when handling a large number of tickets at once. Mobile app functionality is decent, but not as flexible as the desktop version.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us move away from handling customer queries manually through email and spreadsheets. By centralizing all conversations, we reduced delays and improved accountability within the team. Our average first response time became more consistent once automation and SLA rules were in place. Managers now have better visibility into ticket volume and agent workload, which made planning easier.
Construction
Integration Limitations and High Cost Diminish FreshDesk's Value
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
FreshDesk puts a lot of our lead and customer communication in one place. They integrate with most software and setup is relatively easy.
What do you dislike about the product?
Freshdesk is a little pricey for the services offered. It was difficult for my team to holistically manage all lead generating software because not all of our required integrations worked.
What problems is the product solving and how is that benefiting you?
Fresh Desk brought all our customer communications into one place.
Apparel & Fashion
Effortless Ticketing and Seamless Integrations
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
simplest of ticketing solution for all customer and internal communication, moreover data download makes the MIS easy, various integration such as WhatsApp, Social Media, and alert system makes the work of the user simple
What do you dislike about the product?
have been using the tool well over 2 years only challenge that I have faced is merging tickets for internal communication and changing email ID
What problems is the product solving and how is that benefiting you?
The platform helps with customer interaction, monitoring workflow, tracking pending tasks, managing complaints, and overseeing daily operations.
Vishal J.
A practical look at Freshdesk from day to day support work
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
Freshdesk makes it easy to handle live chat conversations from a single team inbox. We can see new and unassigned chats clearly, assign agents quickly, and reply without switching tools. The contact panel on the side helps us understand who we're talking to and where the conversation came from. Internal notes are helpful when handing off chats between team members.
What do you dislike about the product?
Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us avoid missed messages by centralizing websites chats into one inbox. Instead of checking multiple toola or emails, the team works from the same view. This improved response consistency and reduced confusion around ownership. We noticed fewer delayed replies and smoother collaboration within the first few weeks of use.
Ali K.
Solid Ticketing System with Room for AI Improvements
Reviewed on Dec 18, 2025
Review provided by G2
What do you like best about the product?
I like how you can configure Freshdesk in terms of different ticket attributes and statuses. It also allows for merging tickets, which is really useful. Overall, it's an all-around very good ticketing IT support system.
What do you dislike about the product?
What could be improved is the AI functionality. It needs to be more feature-rich for different offices and company locations. It also needed to have a bit more ability to offer support over other channels, like live chat handled by AI. Additionally, the initial setup was not easy, requiring a lot of automation and configuration to handle things like voicemails and help center emails.
What problems is the product solving and how is that benefiting you?
Freshdesk is great as a ticketing system where I can manage incoming tickets and provide email support.