Freshdesk

About Freshdesk

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $15.0. Offers Free-forever plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

96%
Momentum

75%
Popularity

87%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Online

Freshdesk Awards

# 1 Most Worthy Software Help Desk Software
Q2 2024

# 1 Most Popular Software Help Desk Software
Q2 2024

# 16 Fastest Growing Software Help Desk Software
Q2 2023

# 5 Most Popular Software Help Desk Software
Q2 2023

# 5 Highly Rated Help Desk Software
Q1 2022

# 5 Fastest Growing Help Desk Software
Q1 2022

# 4 Most Popular Help Desk Software
Q1 2022

# 2 Most Worthy Help Desk Software
Q1 2021

# 1 Highly Rated Help Desk Software
Q1 2021

# 1 Fastest Growing Help Desk Software
Q1 2021

# 4 Most Popular Help Desk Software
Q1 2021

# 1 Most Worthy Help Desk Software
Q3 2019

# 2 Highly Rated Help Desk Software
Q3 2019

# 7 Fastest Growing Help Desk Software
Q3 2019

# 1 Most Popular Help Desk Software
Q3 2019

# 1 Most Searched Help Desk Software
Q3 2019

Freshdesk Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Freshdesk Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Subscription )

Pricing Plans

MONTHLY YEARLY

Free Free

Up to Two Users

Features

Ticketing
Knowledge Base
Pre-built Reports
Increase Agent Productivity
Support Customers Efficiently
24x5 Support

Growth $15.00 $18.00 per month

$15 Per Agent Per Month Billed Annually

$18 Per Agent Per Month Billed Monthly

Features

Help Desk and Ticketing
- Ticketing
- Shared Inbox
- Threads and Tasks
- Customer Portal
Analytics and Insights
- Out-of-the-box Analytics and Reporting
- Standard Reports and Real-time Dashboards
Self Service
- Knowledge Base
Routing and SLA
- Ticket Dispatch
- Automations
Administration and Security
- Role-based Access Control
- Single Sign-on
Extend the Power of Freshdesk
- Day Passes - $2/Pass
- For Yearly Plan: Freshcaller - Starting from $15 Per Agent Per Month
- For Monthly Plan: Freshcaller - Starting from $18 Per Agent Per Month
- Connector App Tasks - $80 Per 5,000 Tasks

Pro $49.00 $59.00 per month

$49 Per Agent Per Month Billed Annually

$59 Per Agent Per Month Billed Monthly

Features

Help Desk and Ticketing
- Ticketing
- Shared Inbox
- Threads and Tasks
- Customer Portal
- Multilingual Conversations
- Collaborators - 5,000 Collaborators Included
Boost Results with Freddy AI
- Freddy AI Agent - First 500 Sessions Included. $100 Per 1,000 Sessions
- For Yearly Plan: Freddy AI Copilot - $29 Per Agent Per Month Billed Annually
- For Monthly Plan: Freddy AI Copilot - $35 Per Agent Per Month Billed Monthly
- Freddy AI Insights (Beta) - Requires Freddy AI Copilot
Analytics and Insights
- Out-of-the-box Analytics and Reporting
- Standard Reports and Real-time Dashboards
- Custom Real-time Dashboards
- Agent Availability Dashboard
Self Service
- Knowledge Base
- Multilingual Translations
- Portal Customization
- Community Forums
- Article Versioning
- Ticket Templates
- Advanced Custom Fields
Routing and SLA
- Ticket Dispatch
- Automations
- Multiple SLA Policies
- Round robin and Load Balanced Assignment
Administration and Security
- Role-based Access Control
- Single Sign-on
- Business Hours - Global, Multiple, Group Specific
Extend the Power of Freshdesk
- Day Passes - $7/Pass
- For Yearly Plan: Freshcaller - Starting from $39 Per Agent Per Month
- For Monthly Plan: Freshcaller - Starting from $47 Per Agent Per Month
- Connector App Tasks - $80 Per 5,000 Tasks

Pro + AI Copilot $78.00 $94.00 per month

$78 Per Agent Per Month Billed Annually

$94 Per Agent Per Month Billed Monthly

Features

Help Desk and Ticketing
- Ticketing
- Shared Inbox
- Threads and Tasks
- Customer Portal
- Multilingual Conversations
- Collaborators - 5,000 Collaborators Included
Boost Results with Freddy AI
- Freddy AI Agent - First 500 Sessions Included. $100 Per 1,000 Sessions
- Freddy AI Copilot - Included
- Freddy AI Insights (Beta) - Included
Analytics and Insights
- Out-of-the-box Analytics and Reporting
- Standard Reports and Real-time Dashboards
- Custom Real-time Dashboards
- Agent Availability Dashboard
Self Service
- Knowledge Base
- Multilingual Translations
- Portal Customization
- Community Forums
- Article Versioning
- Ticket Templates
- Advanced Custom Fields
Routing and SLA
- Ticket Dispatch
- Automations
- Multiple SLA Policies
- Round Robin and Load Balanced Assignment
Administration and Security
- Role-based Access Control
- Single Sign-on
- Business Hours - Global, Multiple, Group Specific
Extend the Power of Freshdesk
- Day Passes - $7/Pass
- For Yearly Plan: Freshcaller - Starting from $39 Per Agent Per Month
- For Monthly Plan: Freshcaller - Starting from $47 Per Agent Per Month
- Connector App Tasks - $80 Per 5,000 Tasks

Enterprise $79.00 $95.00 per month

$79 Per Agent Per Month Billed Annually

$95 Per Agent Per Month Billed Annually

Features

Help Desk and Ticketing
- Ticketing
- Shared Inbox
- Threads and Tasks
- Customer Portal
- Multilingual Conversations
- Collaborators - 5,000 Collaborators Included
Boost Results with Freddy AI
- Freddy AI Agent - First 500 Sessions Included. $100 Per 1,000 Sessions
- For Yearly Plan: Freddy AI Copilot - $29 Per Agent Per Month Billed Annually
- For Monthly Plan: Freddy AI Copilot - $35 Per Agent Per Month Billed Monthly
- Freddy AI Insights (Beta) - Requires Freddy AI Copilot
Analytics and Insights
- Out-of-the-box Analytics and Reporting
- Standard Reports and Real-time Dashboards
- Custom Real-time Dashboards
- Agent Availability Dashboard
- Custom Object Analysis
Self Service
- Knowledge Base
- Multilingual Translations
- Portal Customization
- Community Forums
- Article Versioning
- Ticket Templates
- Advanced Custom Fields
- Approval Workflow
- Flexible Knowledge Base Hierarchy
Routing and SLA
- Ticket Dispatch
- Automations
- Multiple SLA Policies
- Round Robin and Load Balanced Assignment
- Skill-based Ticket Assignment
Administration and Security
- Role-based Access Control
- Single Sign-on
- Business Hours - Global, Multiple, Group Specific
- Agent Shifts and Out of Office Scheduler
- JWT Authentication
- Audit Logs
- Allowed Domains and IP Whitelisting
- Sandbox
Extend the Power of Freshdesk
- Day Passes - $7/Pass
- For Yearly Plan: Freshcaller - Starting from $69 Per Agent Per Month
- For Monthly Plan: Freshcaller - Starting from $83 Per Agent Per Month
- Connector App Tasks - $80 Per 5,000 Tasks

Growth (Freshdesk Omni) $29.00 $35.00 per month

$29 Per Agent Per Month Billed Annually

$35 Per Agent Per Month Billed Monthly

Features

Omnichannel Help Desk
- Unified Conversations (Web, SMS, Messaging, Email)
- Ticketing
- Customer Portal and Knowledge Base
- Team Inbox
- Threads and Tasks
- Freshcaller - $15 Per Agent Per Month Billed Annually
- Freshcaller - $18 Per Agent Per Month Billed Monthly
Boost Results With Freddy AI
- Freddy AI Agent - $100 for 1000 Sessions
Analytics and Insights
- Standard Reports and Real-time Dashboards
Administration and Security
- Role-based Access Control
- Single Sign-on
Extend the Power of Service Suite
- Day Passes - $5/pass
- Freshsales - Starting from $9 Per User Per Month, Billed Annually
- Freshsales - Starting from $11 Per User Per Month, Billed Monthly
- Campagin Contacts - $100 Per Month 5,000 Contacts
- Connector App Tasks - $80 for 5000 Tasks

Pro (Freshdesk Omni) $69.00 $83.00 per month

$69 Per Agent Per Month Billed Annually

$83 Per Agent Per Month Billed Monthly

Features

Omnichannel Help Desk
- Unified Conversations (Web, SMS, Messaging, Email)
- Ticketing
- Customer Portal and Knowledge Base
- Team Inbox
- Threads and Tasks
- Bring own Channel (BYOC)
- Bring own Telephony (BYOT)
- Freshcaller - $39 Per Agent Per Month Billed Annually
- Freshcaller - $47 Per Agent Per Month Billed Monthly
Help Desk and Ticketing
- Multilingual Conversations
Boost Results With Freddy AI
- Freddy AI Agent - $100 for 1000 Sessions
- Freddy AI Copilot - $29 Per Agent Per Month Billed Annually
- Freddy AI Copilot - $35 Per Agent Per Month Billed Monthly
- Freddy AI Insights - Complimentary access to Freddy AI Insights beta for all Freddy AI Copilot customers
Analytics and Insights
- Standard Reports and Real-time Dashboards
- Custom Real-time Dashboards
- Agent Availability Dashboard
Self Service and Ticketing
- Multilingual Translations
- Full Portal Customization
- Community Forums
- Article Versioning
- Ticket Templates
- Advanced Custom Fields
- Assignment - Intelliassign, Round Robin, and Load Balanced
Administration and Security
- Role-based Access Control
- Single Sign-on
- Business Hours - Global, Multiple, Group Specific
- Multiple SLA Policies
Extend the Power of Service Suite
- Day Passes - $10/pass
- Freshsales - Starting from $39 Per User Per Month, Billed Annually
- Freshsales - Starting from $47 Per User Per Month, Billed Monthly
- Campagin Contacts - $100 Per Month 5,000 Contacts
- Connector App Tasks - $80 for 5000 Tasks

Enterprise (Freshdesk Omni) $109.00 $131.00 per month

$109 Per Agent Per Month Billed Annually

$131 Per Agent Per Month Billed Monthly

Features

Omnichannel Help Desk
- Unified Conversations (Web, SMS, Messaging, Email)
- Ticketing
- Customer Portal and Knowledge Base
- Team Inbox
- Threads and Tasks
- Bring own Channel (BYOC)
- Bring own Telephony (BYOT)
- Freshcaller - $69 Per Agent Per Month Billed Annually
- Freshcaller - $83 Per Agent Per Month Billed Monthly
Help Desk and Ticketing
- Multilingual Conversations
Boost Results With Freddy AI
- Freddy AI Agent - $100 for 1000 Sessions
- Freddy AI Copilot - $29 Per Agent Per Month Billed Annually
- Freddy AI Copilot - $35 Per Agent Per Month Billed Monthly
- Freddy AI Insights - Complimentary access to Freddy AI Insights beta for all Freddy AI Copilot customers
Analytics and Insights
- Standard Reports and Real-time Dashboards
- Custom Real-time Dashboards
- Agent Availability Dashboard
- Custom Object Analysis
Self Service and Ticketing
- Multilingual Translations
- Full Portal Customization
- Community Forums
- Article Versioning
- Ticket Templates
- Advanced Custom Fields
- Assignment - Intelliassign, Round Robin, and Load Balanced
- Skill-based Ticket Assignment
- Approval Workflow
- Flexible Knowledge Base Hierarchy
Administration and Security
- Role-based Access Control
- Single Sign-on
- Business Hours - Global, Multiple, Group Specific
- Multiple SLA Policies
- Agent Shifts and Out of Office Scheduler
- JWT Authentication
- Audit Logs
- Allowed Domains and IP Whitelisting
Extend the Power of Service Suite
- Day Passes - $15/pass
- Freshsales - Starting from $59 Per User Per Month, Billed Annually
- Freshsales - Starting from $71 Per User Per Month, Billed Monthly
- Campagin Contacts - $100 Per Month 5,000 Contacts
- Connector App Tasks - $80 for 5000 Tasks

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 15/05/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshdesk Pricing

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Freshdesk Reviews

User Rating

4.6/5 (Based on 3,278 Ratings)

Rating Distribution

Excellent
66.3%
Very Good
28.5%
Average
3.4%
Poor
1%
Terrible
0.8%

User Sentiments

User-Friendly Interface, Extensive Customizations, Robust Ticketing System, Excellent Customer Support

Limited Reporting Functionality, Occasional Software Glitches, Mobile Application Limitations, Confusing Navigation/Menu System

Do You Use Freshdesk?

Write a Review

Review Summary

Overall, reviewers praise Freshdesk's user-friendly interface, ease of use, customization options, and robust features. They find it suitable for businesses of all sizes and appreciate its ticketing system, reporting capabilities, and integrations with other tools. However, some users mention occasional glitches, limited automation capabilities, and challenges with handling complex customer queries. Additionally, a few reviewers express concerns about the pricing structure and suggest improvements in customer support responsiveness.

Pros

Userfriendly and intuitive interface, making it easy for teams to adopt and use.
Offers a wide range of features and customization options to suit different business needs.
Provides robust reporting and analytics capabilities for datadriven decisionmaking.
Excellent customer support with quick response times and helpful resources.

Cons

Can be expensive for small businesses or those with limited budgets.
Some users find the reporting and analytics features to be complex or overwhelming.
Limited integration options with thirdparty applications compared to some competitors.
Occasional performance issues or downtime reported by some users.

Freshdesk Reviews

AI-Generated from the text of User Reviews

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