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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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.
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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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Support
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
AI-Powered Ticket Automation
Automated routing and triage of incoming customer issues with skill-based and load-based agent assignment to optimize team bandwidth and ensure efficient ticket distribution.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity enhancements, and collaboration features including auto-triage, article suggestions, canned response recommendations, and robo assist capabilities.
Advanced Analytics and Reporting
Proactive AI-driven insights, custom reports and dashboards, CSAT surveys with reports, and next-best-action suggestions for data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versioning, article suggester functionality, and custom widget integration for customer self-service deflection.
Intelligent Ticket Management
Multi-channel ticketing across email and social platforms with multiple SLA management, business hours configuration, escalation rules, custom roles, and customer segmentation capabilities.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
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Customer reviews
Michael P.
Powerful, Data-Driven Collaboration with Structured Incident Management
Reviewed on Sep 07, 2026
Review provided by G2
What do you like best about the product?
The collaboration capabilities are useful, and I really like the data-driven approach. It has a structured incident management system, and we can easily track tickets. It offers a practical way to view all tickets in one place, and it’s a truly powerful tool with excellent features.
What do you dislike about the product?
Some application forms ask for a lot of information, and the initial setup can take quite a while to complete. At times, the software also feels a bit rigid, which can make certain steps less flexible than I’d like.
What problems is the product solving and how is that benefiting you?
This tool makes my day-to-day technical support work more organized and helps improve productivity and coordination across the team. It’s also made it much easier to contact the right team quickly, and I can clearly see the status of tasks for the entire team.
Rajesh A.
Freshdesk Delivers an Easy, Effective Support Experience with Great Value
Reviewed on Sep 04, 2026
Review provided by G2
What do you like best about the product?
Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams.
What do you dislike about the product?
While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage support requests through a structured ticketing system. It makes it easier to create, assign, prioritize, track, and resolve requests while maintaining visibility into their status. This helps our team stay organized, reduces the chances of requests being missed, and improves the overall efficiency and consistency of our support process.
Vishnu V Reddy J.
Freshdesk Keeps Support Organized and Easy to Manage
Reviewed on Sep 02, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has made managing customer support so much easier for our team. Everything stays organized in one place, so nothing falls through the cracks.
What do you dislike about the product?
While it’s great for everyday ease of use, its automation and workflow features are a bit basic compared to enterprise-grade platforms.
What problems is the product solving and how is that benefiting you?
It helps me in managing customer requests
Amilcare C.
Flexible, Well-Organized Incident Management with Customizable Workflows
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
The platform provides excellent control over incident management by serving as a central hub for consolidating all inquiries. It also makes it easy to visualize incident volume, and I especially appreciate the customizable workflows. Overall, there are many different ways to manage incidents, which makes the process feel flexible and well organized.
What do you dislike about the product?
Some customization options require a bit of technical know-how, and the overall design can feel somewhat outdated. At times, the available filters still aren’t sufficient to narrow things down and find exactly what you’re looking for.
What problems is the product solving and how is that benefiting you?
It helps me prioritize requests based on urgency, and the custom reporting features make tracking straightforward. It also lets us manage customer inquiries in one place, and we use it to monitor different situations as they come up. Overall, it’s ideal for teams that receive a high volume of requests.
Legal Services
Freshdesk Keeps Customer Requests Organized and Easy to Track
Reviewed on Aug 26, 2026
Review provided by G2
What do you like best about the product?
Freshdesk makes managing customer requests feel straightforward and well organized. It’s easy to track tickets, quickly see what needs attention, and make sure nothing slips through the cracks.
What do you dislike about the product?
I don’t really have any complaints about Freshdesk, except that the bulletin headings don’t offer multiple options when writing something.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep customer requests and support tickets organized in one place. It makes it easier to track issues, follow up with customers, and make sure nothing gets missed. Overall, it saves us time and helps us provide faster and more consistent support.