Freshdesk
Freshworks Inc.
"Seamless support. Smarter agents. Faster resolutions."
Freshdesk is an AI-powered customer service platform that unifies omnichannel support (email, chat, phone, social media) through intelligent ticketing and automation. Powered by Freddy AI, it enables businesses to automate customer interactions, empower support agents with AI assistance, and deliver faster resolutions—all without overwhelming complexity.
Overview
Pricing Plans
Pricing Model: Per-agent per-month subscription model with optional annual billing (approximately 17% discount)
Free Plan: Available
What's Included
- Email & Social ticketing
- Knowledge base
- Customer portal
- Ticket trend reports
- Basic automation
What's Included
- Everything in Free
- Multi-channel support (chat, phone, social)
- Automation workflows
- Marketplace integrations
- Helpdesk reports
What's Included
- Everything in Growth
- Custom roles and permissions
- Multiple SLA policies
- CSAT surveys
- Multilingual knowledge base
- Custom reports & dashboards
- Advanced ticketing
What's Included
- Everything in Pro
- Freddy AI Copilot for agents
- AI-suggested replies
- Automated ticket summarization
- Live translation (60+ languages)
What's Included
- Everything in Pro
- Skill-based routing
- IP whitelisting
- Audit logs
- Advanced security features
- Freddy AI features (add-ons)
- Custom integrations
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Key Features
Unified support across email, live chat, phone, social media (Facebook, Twitter), and WhatsApp from a single dashboard—enabling agents to provide consistent service regardless of customer communication channel.
Included in these plans:
Intelligent ticket creation, routing, prioritization, and collision detection to prevent duplicate work. Features parent-child ticketing, shared ownership, and task linking for complex issue resolution.
Included in these plans:
Ready-to-launch AI agents that automatically resolve routine customer queries, handle data entry tasks, and process requests 24/7 without human intervention—with 80% resolution rate for complex repetitive queries.
Included in these plans:
AI assistant that helps human agents work smarter with automated ticket summaries, suggested replies, canned response recommendations, live translation in 60+ languages, and sentiment analysis for better context.
Included in these plans:
Multilingual, AI-powered knowledge base with auto-suggestions for customers, AI-powered search, performance analytics, and the ability to convert support replies into articles—reducing support ticket volume by enabling customers to find answers 24/7.
Included in these plans:
Rule-based automation for ticket routing based on agent skills, sentiment, workload, or priority. Automated SLA management, status updates, escalations, and task assignments based on custom conditions.
Included in these plans:
Real-time dashboards, customizable reports on CSAT, first response time, resolution time, agent productivity. Freddy AI Insights provides proactive alerts and on-demand analysis for data-driven decision making.
Included in these plans:
What Makes It Stand Out
- 1
AI-powered end-to-end support automation with Freddy AI Agents that resolve complex repetitive queries with 80% deflection rate—reducing operational costs while improving response time to <2 minutes average
- 2
Affordable pricing structure with transparent per-agent model and free plan, making enterprise-grade support accessible to startups and small businesses without massive upfront investment
- 3
User-friendly, intuitive interface that requires minimal training and can be deployed in minutes—differentiating from competitor complexity while maintaining powerful feature depth
- 4
Vertical AI Agents with 50+ prebuilt agentic workflows for industry-specific use cases—enabling faster time-to-value without custom development
- 5
Unified Freshdesk Command Center consolidating conversations, AI intelligence, and customer insights into a single workspace—eliminating tool-switching and reducing agent cognitive load
API Access Available
- G2 Leader - Customer Service Software (multiple years)
- G2 Best Software Award 2024
- TrustRadius Top Rated
- Recognized by Gartner and Forrester