Unclaimed: Are you working at Freshdesk?
Freshdesk Reviews: 4.4/5 — Solid Choice
Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshdesk Pros and Cons
- There’s a free plan available
- Freshdesk uses powerful Freddy AI for its conversational chatbot
- You get access to high-quality website widgets like forms, personalized content, and click detection
- Some key features like AI are only available on the most expensive plan.
Freshdesk includes the first 500 Freddy AI Agent sessions on every plan, including the €17 entry tier. Additional sessions cost €45 per hundred, which values that inclusion at roughly €225 per plan — and its sibling product Freshchat includes none at all, charging from the first session. If you are choosing between Freshworks products, that difference is worth more than the feature lists suggest.
- What it is: Freshworks’ help desk — ticketing, shared inbox, knowledge base, and an AI agent.
- Best for: Support teams wanting email-led ticketing with AI deflection included rather than metered from zero.
- Pricing: Growth €17, Pro €52, Enterprise €84 per agent monthly on annual billing. Verified July 2026.
- The honest catch: There is no free plan on the current pricing page — only a 14-day trial.
What Is Freshdesk?
Freshdesk is the ticketing half of Freshworks’ customer service line: email and shared inbox, a customer portal and knowledge base, threads and tasks, roles and permissions, and analytics. Freshworks reports more than 74,000 businesses across its products.
The 2026 lineup is built around AI deflection. Every tier leads with the Freddy AI Agent and its 500 included sessions, and the tier descriptions are framed in AI terms — “launch AI-powered service over email”, “scale AI-powered service”, “deliver enterprise-grade, AI-powered service”. Freddy AI Insights is the Enterprise addition.
The 14-day trial runs on Enterprise rather than on the plan you intend to buy.
How Freshdesk Works
- Priced per agent, per month, with annual billing shown by default.
- 500 Freddy AI Agent sessions are included on every tier.
- Additional AI sessions cost €45 per 100 across all plans.
- Day passes cover occasional agents at €2, €7, or €12 by tier.
- Freddy AI Copilot is a per-agent add-on — €29 annually, €35 monthly, on Pro and above.
- No free plan is shown; the trial gives Enterprise access for 14 days.
Freshdesk Pricing
Captured from Freshdesk’s pricing page in July 2026 in euros, reading both billing toggles.
| Plan | Annual | Monthly | AI sessions | Day pass | Key additions |
|---|---|---|---|---|---|
| Growth | €17 | €20 | 500 included | €2 | Ticketing, portal, knowledge base, analytics |
| Pro | €52 | €63 | 500 included | €7 | Multilingual, routing, SLAs, custom dashboards |
| Enterprise | €84 | €101 | 500 included | €12 | AI Insights, skill-based routing, sandbox, audit logs |
What actually decides your plan:
- The included AI sessions are the quiet value. 500 sessions on every tier, with extras at €45 per hundred, means Freshdesk bundles roughly €225 of AI deflection into a €17 plan. Freshchat, the same company’s messaging product, includes none and meters from the first session. If AI deflection is part of your plan, Freshdesk starts from a much better position.
- Growth to Pro is a 3.06× jump. €17 to €52 per agent, with nothing in between. What it buys is multilingual support, intelligent routing, multiple SLA policies, custom dashboards, and external collaborators — real capabilities, but a large step for a small team that only needs one of them.
- There is no free plan on the page. Only a 14-day trial, and that trial runs on Enterprise, so what you evaluate is not what you will buy. Freshchat, by contrast, has a free tier for up to ten agents. Within one vendor’s line-up, that is a striking difference.
- The annual discount is smaller than advertised. The toggle says “SAVE 20%”, but €20 monthly against €17 annually is 15%, Pro is 17.5%, and Enterprise 16.8%. Still worth taking; just do not budget from 20%.
- Day passes are well designed and get expensive. €2 on Growth, €7 on Pro, €12 on Enterprise. Against the annual seat rates that puts break-even at roughly 8.5 days a month on Growth, 7.4 on Pro, and 7 on Enterprise — past about a week, buy the seat.
- Freddy AI Copilot is a separate per-agent charge at €29 on annual billing or €35 monthly, and only from Pro. It is distinct from the AI Agent whose sessions are included.
Who Should Use Freshdesk
- Email-led support teams. The clearest case — ticketing, shared inbox, and a knowledge base at €17 an agent.
- Teams deploying AI deflection. 500 included sessions per plan is a genuinely generous starting allowance.
- Existing Freshworks customers. Freshchat, Freshsales, and Freshservice share billing and data.
- Businesses with seasonal cover. Day passes at €2 on Growth are cheap for occasional agents.
It fits poorly for ecommerce support, where Gorgias’s store integrations and ticket-based pricing fit better; for teams needing a free tier, which Freshdesk no longer publishes; and for small teams needing routing or SLAs, given the threefold step to Pro.
Honest Pros and Cons
Strengths
- 500 AI Agent sessions included on every tier, worth roughly €225 at the published rate.
- A low entry price at €17 per agent for full ticketing.
- Day passes for occasional agents, which few help desks offer.
- Consistent add-on pricing, published rather than quoted.
- Part of a full suite if you already run Freshworks.
- A 14-day trial on Enterprise, so you see the top tier first.
Limitations
- No free plan on the current pricing page.
- A 3.06× jump from Growth to Pro, with nothing between.
- The 20% annual claim overstates it — 15% to 17.5% in practice.
- The trial runs on Enterprise, not the plan you will buy.
- Freddy AI Copilot costs extra and starts at Pro.
- Routing and SLAs require Pro, which many small teams will need.
Freshdesk Alternatives and How It Compares
- Freshchat is the same company’s messaging product, with a free tier for ten agents but no included AI sessions.
- Gorgias prices by ticket rather than by agent and is built specifically for ecommerce.
- Zoho Desk is the closest like-for-like competitor on price and breadth.
- HubSpot Service Hub suits teams already inside HubSpot, with costs rising as hubs are added.
- LiveChat and Tidio are chat-first rather than ticket-first.
- Zendesk is the enterprise incumbent Freshdesk has always positioned against, at higher cost.
For a broader survey, browse our help desk directory.
The Verdict
Freshdesk’s entry plan is better value than it first appears, and the reason is buried in a single line on the card. Every tier includes the first 500 Freddy AI Agent sessions, and additional sessions are priced at €45 per hundred — so a €17 plan arrives with roughly €225 of AI deflection already in it. Compare that with Freshchat, from the same company, which includes no sessions and charges from the first one, and the difference is substantial for any team planning to let AI handle routine tickets.
Two things to establish before you commit. The current pricing page shows no free plan — only a 14-day trial, and that trial runs on Enterprise, so you will evaluate features you are not buying and then choose a tier blind. That is a change worth noticing if you remembered Freshdesk as the help desk with a free tier; its sibling Freshchat still has one for ten agents, which makes the absence here more conspicuous.
And the step from Growth to Pro is threefold — €17 to €52 per agent — with nothing in between. What Pro adds is genuine: intelligent routing, multiple SLA policies, multilingual support, custom dashboards. But a five-agent team that needs only SLA policies is looking at €260 a month instead of €85, which is a large price to pay for one capability. Work out precisely which Pro feature you need before assuming the upgrade is inevitable, take annual billing (the saving is 15% to 17.5%, not the advertised 20%), and if you have occasional cover use the €2 day passes rather than full seats up to about eight days a month.
FAQ
How much does Freshdesk cost?
Captured in euros in July 2026: Growth €17 per agent per month billed annually, Pro €52, and Enterprise €84. On monthly billing those become €20, €63, and €101. Every tier includes the first 500 Freddy AI Agent sessions, with additional sessions at €45 per 100. Day passes cost €2, €7, or €12 depending on tier, and connector app tasks are €80 per 5,000.
Does Freshdesk have a free plan?
Not on the current pricing page. It shows three paid tiers and a 14-day free trial, and that trial gives you Enterprise access rather than the plan you are likely to buy. Freshworks’ messaging product Freshchat does still offer a free tier for up to ten agents, so if a free plan is what you need, that is where to look within the same suite.
How many AI sessions does Freshdesk include?
The first 500 Freddy AI Agent sessions are included on every plan — Growth, Pro, and Enterprise alike. Beyond that, additional sessions cost €45 per 100, which is the same rate Freshchat charges from its very first session. At that rate the included allowance is worth roughly €225, which materially improves the value of the €17 entry tier.
Why is Freshdesk Pro three times the price of Growth?
Pro adds multilingual helpdesk, custom dashboards and reporting, intelligent routing, multiple SLA policies, and external collaborators. Those are substantial capabilities, but they arrive together at €52 per agent against Growth’s €17, with no intermediate tier. For a small team needing just one of them, the upgrade is expensive — so identify the specific feature driving the decision before assuming Pro is necessary.
Does Freshdesk’s annual billing save 20%?
Not quite. The toggle advertises 20%, but the published figures are €20 monthly against €17 annually on Growth — a 15% saving — €63 against €52 on Pro at 17.5%, and €101 against €84 on Enterprise at 16.8%. Annual billing remains worth taking on every tier; the saving is simply a few points below the badge.
Compare Freshdesk with other popular tools in the same category.
I like that the software is easily configurable.
I would like more features without having to have the more expensive package.
The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues.
I work with support team. Tickets generation becomes very crucial when tracking client history and agent performance. The toll is very easy to use and explore. Even for new learners. Integrations are also very good.
I didn't find any major flaw in the tool. However, sometimes, finding some minimal and hidden settings become very difficult. Navigation takes time. Also, i found the cost to be on the higher side when compared to other support tools.
Ticket generation, tracking agent performance, ticket distribution amongst teams followed by an escalationb matrix. These are things which have been solved by FD. Moreover, integration with exotel has ensured that no client complaint is missed by the team.
it is very helpful to connect with customer
nothing to dislike it is very good and easy to use
to connect with all customer
I very much so enjoy the live chat for assistance. I also like the ease with which I can add and remove mailboxes. We transitioned from a software to this, and our agents seem to enjoy it.
The paywalls for some of the features is kind of annoying it some regards, yes I understand it but I would like to know log out and log in times. Other than that there isn't much I dislike about it
It serves our IT Helpdesk inbox. We also use it to round-robin e-mails to our customer support team. The reports it outputs also help with metrics and determining about many people we need to be staffed at one time.
The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.
That is not lots of options for fonts and ways to create the canned responses.
The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier
I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk. Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.
Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis. Prioritizing work on Freshdesk has been a blessing. Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms. Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.
Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability
With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.
A lot of useful features. Really dynamic options and it's easy to configure.
Possibly the huge number of options and it may be hard to find the right feature
It solves communication problems so it's easy to talk to the customers
We have found Freshdesk's layout simple and the app works a treat. It has helped increase our support tickets resolution time down to a minimum and increase productivity within the team.
The cost, for a big team of users this can end up quite costly. I think it would be ideal for education pricing to be more affordable as school budgets are very tight.
It ensures all emails are brought into one central location and IT staff can actively respond to tickets that are hitting the inbox, we can see in real time who has actioned what.
I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.
I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.
Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.
Easy to use interface,Mutichannel support,Automations for segregating tickets,Reporting and analytics and various third party apps integrations are some of the key factors which I like about freshdesk.
Limited customization options, pricing,reporting limitations are some of the factors which I dislike about freshdesk.
Ticket Management, Automations, Multichannel support, Reporting and Analytics and Integrations are some of the features which freshdesk is providing to me and benefitting me.
Automation...Very user friendly and easy
Customer support is very supportive when they connect with clients, but getting connected with them is a big task
Helping us by giving various reports, easy to use
How easy it is to use and the many integrations it has
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
Providing customer support in one channel
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
1. It is very user friendly 2. It's perfect for maintaining a CSAT score 3. Best reminders to close the ticket as per your TAT 4. You can priorities your tickets
Need little work on reminders if the ticket is not closed as per the TAT.
Freshdesk solves the sorting of email flow distribution. It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Better in sending response to customers it's useful to organization
We need to refresh always add note is not working properly
We can close all tickets in bulk and merge it
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
-interface - flexibility the tool offers - feature set
pricing could be a bit of a challenge for small companies
able to provide top of the class customer support
App makes it easy to track maintenance tickets for our employees
Features for 2FA seem a bit overdone, apparently these cannot be turned off
Making it easy for employees to enter maintenance tickets for repairs on machinery
This program can gather all the communication channels on the same page like Twitter, facebook and e-mail. You can see a customer's communication channel and reply accordingly You can even add macros to reply the client in the fastest way
Sometimes it may ruin the format of your message in Twitter. Anyway, I could not catch anything buggy during my experience with Freshdesk. Customer support is very helpful and they always reply your complaints on time
You can follow a whole conversation with the client so that you may read the whole conversation from the beginning even if someone else had dealt with that customer previously.
Freshdesk est moyen efficace de gestion d'emploi avec des puissants outils. Je l'aime puisque il est un logiciel de service client base' sur le cloud qui permet aux entreprises de toutes tailles de fournir un support client et un service de haute qualite'.
En le voyant, je trouve du mal, il est simple et facile à utiliser. Il aide à gagner le temps dans la gestion du service client et du support des client dans une societe' ou dans une entreprise.
Il permet d'automatiser les flux de travail, de fournir un libre service, de gerer les SLA et de mesurer les metriques en vue d'aider à rester au courant de ce ui concerne le support client.
Freshchat which I'm using it the best one it will resolve all the tickets for partners really happy I'm using this
Some time it will make lots of issues which we can't user at that time
We work for dunzo partner support it will help us for resolve the problem and calls
freshdesk most loving future omnichannel support and agent workspace and UI design
need more improvements on custom application development and developer docs
freshdesk admin and chatbot integrations
The User Interface that is currently available allows my team to accurately & effectively address concerns.
It is not always possible to integrate FreshDesk with native systems.
As mentioned earlier, The User Interface that is currently available allows my team to accurately & effectively address concerns.
Freshdesk is the best product for the SAAS organisations where customers come back with issues..this tool helps manages them very well by raising the tickets and getting user feedback. It helps you to monitor your SLAs, and keep track of your open, resolved and pending tickets.
Freshdesk is quite an effective tool though it takes a little time to customize it to your requirement.
Freshdesk Automates the process of Managing Customer interactions .
It is easy to adopt and fun to work with Freshdesk. Our agents quickly adopt and like to use it.
Freshdesk generates a unique ticket for each email ID and multiple tickets likely to confuse agents.
We are a multi national company. Freshdesk helped us to centralize customer support. As a result our operational costs went down significantly and we could unify the process across the board.
The integrations and the apis they provide are very awesome, the v2 version of Apis is very useful and has wide range of Apis for all types of data we need to fetch.
Nothing as such, it was all awesome. From documentation to tech support everything was great.
The ticket management, analysis of ticket data and generating reports for various account managers.
Features of it is super easily accessible
Something it does not work properly lagging issue
Freshdesk solves all problems to support customer in a quick way
It has a tool that allows us to prioritize certain requests, organizing them according to their importance. The system creates requests and tickets automatically, for each communication channel, but also allows us to create tickets manually. It has automated routing, so that calls are routed to the agents trained to solve them.
When many requests come in simultaneously through the different channels, the ticketing system can slow down and make the whole program feel more cumbersome. I would also like the virtual assistant to be easier to configure, I notice that there are certain topics that are not necessary and that you have to fill them in to get the assistant up and running.
The most complete tool for customer service is undoubtedly this software, because its multichannel capacity allows us to serve our customers from all platforms such as social networks, calls, email, website, sms, from the same control panel, making sure that no request is overlooked. It has a tool that allows us to prioritize requests according to their importance.
