Navigation
Explore
Explore
Freshdesk is a cloud-based customer support helpdesk by Freshworks for managing omnichannel tickets, automating support workflows, and deploying AI agents.
Freshdesk v2026; basic ticketing and knowledge base; no AI features
Email and social ticketing; knowledge base; basic ticket trend reports; team collaboration; no automations; no SLA; no marketplace integrations; no collision detection; no custom reports; no Freddy AI
Customer Support
9.5Unified omnichannel queue consolidates email, chat, phone, social media, and WhatsApp tickets with full customer history; collision detection prevents duplicate agent work on the same ticket; SLA policies with escalation rules automate priority management across support tiers.
Automation
9.0Automation rules cover ticket routing, assignment, escalation, and SLA enforcement without manual intervention; Freddy AI Agent handles repetitive customer queries autonomously with session-based billing on Pro and Enterprise; agentic workflows execute multi-step resolution sequences for defined issue types.
Data Analysis
8.5Custom real-time dashboards and agent availability analytics on Pro; CSAT survey data tracked per agent and ticket type; Freddy Insights on Enterprise provides AI-powered performance analysis; helpdesk reports across all paid plans cover ticket volume, resolution time, and response metrics.
Marketing
6.5CSAT survey data and ticket trend reports provide customer satisfaction signals useful for product and marketing decisions; Freshdesk does not cover outbound marketing campaigns, lead generation, or CRM-style contact management — it is a support-focused tool without native marketing automation.
Personal Productivity
8.0AI Copilot on Pro and Enterprise provides agents with real-time writing assistance, response suggestions, and sentiment analysis directly in the ticket view; resolution assistant summarises customer history and suggests next steps; real-time translation covers multilingual customer conversations without manual effort.
Freshdesk is a cloud-based customer support platform by Freshworks that consolidates email, chat, phone, social media, and WhatsApp conversations into a unified ticketing queue. Plans include Free (up to 10 agents), Growth at $15/agent/month, Pro at $49/agent/month, and Enterprise at $79/agent/month, all billed annually. Freddy AI features are sold as separate add-ons: Freddy AI Agent (chatbot, 500 sessions included on Pro/Enterprise; $49 per 100 extra sessions) and Freddy AI Copilot (agent writing and response assistance; $29/agent/month). The platform includes 1,000+ marketplace integrations, SLA management, CSAT surveys, automation rules, and a self-service knowledge base. Freddy AI output quality depends on the completeness of the configured knowledge base. Session-based AI pricing — counted per unique customer interaction regardless of resolution — creates unpredictable costs at high ticket volumes.
Pricing
| Plan | Model | Usage Limits | Price |
|---|---|---|---|
| FreeFREE | Freshdesk v2026; basic ticketing and knowledge base; no AI features | Email and social ticketing; knowledge base; basic ticket trend reports; team collaboration; no automations; no SLA; no marketplace integrations; no collision detection; no custom reports; no Freddy AI | up to 10 agents |
| Growth | Freshdesk v2026; full automation engine; SLA management; CSAT; marketplace integrations; no native Freddy AI included | All Free features; automation rules; marketplace app integrations; helpdesk reports; CSAT surveys; SLA management; collision detection; time tracking; 24x5 support | $15/agent/month annual or ~$18 monthly |
| Pro | Freshdesk v2026 Pro; 500 Freddy AI Agent sessions (email AI agent, conversational AI, agentic workflows); Freddy AI Copilot optional add-on ($29/agent/month); custom dashboards; multilingual | All Growth features; custom agent roles; multiple SLA policies; custom real-time dashboards; agent availability dashboard; multilingual support; round-robin routing; full portal customisation; business hours; 500 Freddy AI Agent sessions included; Freddy AI Copilot available as $29/agent/month add-on | $49/agent/month annual or ~$59 monthly |
| Enterprise | Freshdesk v2026 Enterprise; all Freddy AI capabilities including Freddy Insights; skills-based IntelliAssign; audit logs; sandbox; full security controls | All Pro features; audit logs; approval workflows; skills-based assignment (IntelliAssign); sandbox environment; IP whitelisting; additional security; agent scripting; Freddy Insights; 500 Freddy AI Agent sessions included; Freddy AI Copilot available as add-on | $79/agent/month annual or ~$95 monthly |
Freshdesk v2026; basic ticketing and knowledge base; no AI features
Email and social ticketing; knowledge base; basic ticket trend reports; team collaboration; no automations; no SLA; no marketplace integrations; no collision detection; no custom reports; no Freddy AI
Free plan supports up to 10 agents with ticketing, knowledge base, and basic reports at no cost, covering small business support needs without budget commitment; Growth at $15/agent/month annual adds automations and CSAT for teams scaling to 10–50 tickets/day; the $49/agent/month jump to Pro for round-robin routing and CSAT analytics is a meaningful cost step for small teams under 10 agents.
Enterprise at $79/agent/month provides audit logs, approval workflows, skills-based IntelliAssign routing, sandbox environment, IP whitelisting, and Freddy Insights for large-scale compliance-driven support operations; 1,000+ marketplace integrations cover enterprise CRM, ITSM, and ERP connectivity; per-agent pricing at scale combined with separate AI add-on fees creates significant per-seat cost overhead for large agent headcounts.
Free plan covers 0-to-10-agent support teams at zero cost with email ticketing and knowledge base; Growth at $15/agent/month annual provides the automation rules and CSAT needed for structured support scaling; Freddy AI Agent's 500 included sessions on Pro cover early-stage chatbot deployment without additional session purchase for moderate monthly volumes.
Multi-domain support and custom agent roles on Pro cover client-segmented support operations; marketplace integrations enable agencies to connect client CRM, billing, and order systems to the ticket view; per-agent billing model means agencies pay for each support agent regardless of client count, and Freddy AI Copilot at $29/agent/month adds per-seat cost for AI writing assistance on top of the base plan fee.
Intercom
Proactive messaging, product tours, in-app chat, and combined support-engagement platform; Fin AI charges per resolution not per session; from $29/seat/month; stronger for product-led growth companies.
Compare →
Zendesk
Enterprise-grade community forums, resolution-based AI pricing, and deeper analytics suite; Suite starts at $55/agent/month; stronger for large multinational support teams; no free plan.
Compare →
Consider These Instead
Choose Zendesk when enterprise-grade SLA management, community forums, advanced AI with resolution-based pricing, and deeper analytics for large-scale multinational support operations are required — Zendesk Suite starts at $55/agent/month and provides more comprehensive enterprise tooling than Freshdesk Pro or Enterprise at comparable price points. Choose Intercom when proactive customer messaging, product tours, in-app chat, and combined support-and-engagement platform capabilities are needed alongside ticketing — Intercom Fin AI charges per resolution rather than per session, providing more predictable AI costs for high-volume teams. Choose Zoho Desk when the team already uses Zoho CRM or other Zoho products and needs tighter native CRM integration with support ticketing at $7/agent/month (Standard), significantly below Freshdesk Growth's $15/agent/month for comparable features.