Sold by: Freshworks Inc.Â
Deployed on AWS
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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.
Details
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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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Delivery details
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Resources
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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
AWS infrastructure support
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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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
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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No security profile
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Standard contract
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Customer reviews
0 ratings
0 AWS reviews
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3394 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.
Dipesh P.
Its very Good
Reviewed on Jul 09, 2025
Review provided by G2
What do you like best about the product?
Its functions showing all things in Freshdesk
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
Ease of Use
Ease of Implementation
Customer Support
Frequency of Use
Ease of Integration
Number of Features
What do you dislike about the product?
its sometimes very slow in funking & stuck.
What problems is the product solving and how is that benefiting you?
It helps businesses improve customer satisfaction, reduce response times, and streamline workflows through features like intelligent ticket routing, automation, and a knowledge base
Financial Services
Easy to use and reliable
Reviewed on Jul 08, 2025
Review provided by G2
What do you like best about the product?
Freshdesk allows users to automate repetitive tasks, set up workflows
What do you dislike about the product?
Analytics provided by freshdesk,not happy the detailing.
What problems is the product solving and how is that benefiting you?
Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity.
Sushmit S.
Freshdesk and Freddy AI: A Game-Changer for Our Support System
Reviewed on Jul 08, 2025
Review provided by G2
What do you like best about the product?
Freshdesk offers a user-friendly experience that makes customer support much more accessible and efficient. It appears to have a straightforward setup process, allowing teams to hit the ground running without the frustration that often accompanies more complicated systems. One of the standout features of Freshdesk is Freddy AI, which has demonstrated significant value and effectiveness in composing and drafting emails for various communications and responses. We have been utilizing Freddy extensively, to the extent that it has become an essential component of our support system, seamlessly integrating with our daily operations. The weekly and monthly Freddy reports are instrumental in informing strategic decisions, providing valuable insights that guide our approach to customer support.
What do you dislike about the product?
One shortcoming which i personally encountered is the inability to open multiple tickets in separate tabs within Freshdesk. This design choice requires support agents to open several browser tabs instead of being able to manage everything within a single freshdesk window, which can sometimes hinder efficiency. Nevertheless, despite this minor drawback, overall, Freshdesk comes highly recommended for teams seeking a robust, user-friendly support solution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to resolve customer queries. The queries are qualitative and to quantify and have it in sequence is 1 major task
Freshdesk helped in 1 go.
Freshdesk helped in 1 go.
Construction
Feedback
Reviewed on Jul 08, 2025
Review provided by G2
What do you like best about the product?
User-Friendly Interface
AI Usage
Business hours
AI Usage
Business hours
What do you dislike about the product?
Reporting Limitations
No dashboard usage in Sandbox
No dashboard usage in Sandbox
What problems is the product solving and how is that benefiting you?
Problem: Emails, chats, and social messages are spread across different platforms.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
Samiullah S.
FreshDesk, the perfect system
Reviewed on Jul 03, 2025
Review provided by G2
What do you like best about the product?
Its search and classification. it has an easier interface
What do you dislike about the product?
i am not sure about the dislikes in freshdesk
What problems is the product solving and how is that benefiting you?
It has a good search and tickets optimization.