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.
The automation and configurability for handling and resolving support requests.
I would like to see the system handle external responses to tickets better. Sometimes when staff or clients respond to email threads that are part of a particular ticket, the system will unnecessarily create new duplicate tickets for the same issue.
Our help desk process, including tracking/resolving client issues, has been streamlined.
Fresh desk is incredibly easy to use, intuitive and simple to navigate. When it came to onboarding new team members, the seamless design and easy interface made it a breeze
I would like more reporting options, specifically for the knowledge base sessions
Access to support content and personnel. Chat has made things easier for our customers
How user friendly it is and how it integrates so easily with our tech stack. All support tickets (no matter which channel they're submitting from, i.e. social media, in-app support, email, etc.), route directly to my team's Slack channel and couldn't be easier to identify and manage.
Nothing, but if I had to knit pick, I guess I'd say I wish some of the web design portal templates were more customizable beyond just colors and fonts. Functionally, however, we have no complaints!
As a consumer app, user feedback is everything to us. Freshdesk allows our users to easily submit feedback/complaints and, in turn, allows my team to easily reply and communicate with that user. We can then track the status of each feedback ticket and make sure that each ticket has been properly handled or resolved.
Comes with a handy mobile app for those who are on the move. As the main product person, support needs help here and there, having mobile access is a big advantage for us
Integrations with third party tools like slack could be improved (applies to Freshsales as well)
Customer support and help desk
The insights which freshdesk provides for the tickets
The analytics dashboard takes time to update the latest data
Freshdesk is solving the problem with creating that tickets and giving the insights out of it in a grouped manner.
I first started using the free version at a previous job. Then when I moved to my current company they were using Spiceworks which was clearly not working for us. We moved to the paid plan of Freshdesk and it's increased our productivity massively and has helped us give a more professional look to the end users.
It's back-end configuration is somewhat lacking compared to other options and sometimes can feel restricting. However, this allows for an extremely streamlined setup that just works so isn't a huge issue.
Before moving to Freshdesk we used Spiceworks which was extremely clunky and hard to use. Since moving to Freshdesk the entire team is a lot more productive. We also love the arcade feature.
The most helpful thing I found about freshdesk is how their ticketing system makes everything easy to manage and keeps everything on track. very useful
The freddy Ai is not available in french and it needs some updates to make it more useful and accurate.
freshdesk helps solving the customer is facing asap with the resolution due time. it helps to follow and set the time frame needed to resolve the issue.
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.
More filter options should be there. Currently, we don't have enough filter options.
Everything is organized now and I can easily check all the tickets assigned to my team and manage them
I utilize the canned templating features often to provide quick responses to clients. I really appreciate the ability to share links to solutions easily while responding. The platform is intuitive and organized.
As a non-admin user, you are limited to very basic platform usage. It would be nice to have the ability to customize your own dashboards as a basic level user.
FreshDesk allows me to remain in communication with clients, leave internal notes, easily and quickly share resources and solutions, and stay organized while supporting client needs.
its user friendly not much complicated to use
its some times hang and notification problem
it helps us resolve customer queries which they raise through live chat
Its easy to use and wonderful experience while using
Notification problem while we get any tickets we dont get notification sometimes
While we get any ticket as a customer query we use to get the resolution by using fresheesk
Before opting for FreshDesk, we directly responded to the customers via emails. But as we grew, customer inquiries and the team size increased. So it became complicated to manage the customer queries directly via email; it was tough to coordinate who was handling which customer's email. That's when we decided to start using Freshdesk. With Freshdesk's Ticket Management Tool, we can now easily assign tickets to a particular agent, and track the response times, resolution times etc.
Nothing much. The mobile app can be a little more user-friendly.
Ticket Management, Agent Assignment, Tracking, Monitoring, Accountability, Reports
Intelligent automation and Workflows provide sure quick resolutions. Easy-to-customize ticket fields that assist personalized and efficient responses. Clean, attractive and Easy to use UI.
Nothing. I have not experienced anything negative to address.
Prioritizing, monitoring and replying to tickets is easy with Freshdesk. Managing and responding to customer inquiries from multiple channels.
Using Freshdesk allows your team members to be in constant communication in between coworkers and most importantly in between customer. You can learn all about a client without having to ask any one, just simply go through their emails.
If you sent an automated email from outside, you cannot find it unless the person replies back on that email.
I´m not that involved with the platform.
Made us highly productive very quickly. Very easy to set up and even easier to create time-saving standard responses and workflows. We provide complex procurement tools and services, and Freshdesk made supporting clients and vendors fast and easy - for them and us.
When I have to reauthenticate, I don't particularly appreciate going through two logins to access the platform. Make it more straightforward, like Monday.com.
Supporting major procurement projects demands timeliness, precision, and uniformity of support. To fail in any of those aspects can be disastrous. Freshdesk facilitates a clear line of communication with vendors and customers who need help and a way to do so with quality, consistency, and speed. As a result, we are able to maintain our excellent reputation and are more profitable.
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand, assign mapping the tickets, writting notes on the ticket, routing the ticket, it was great use for medical field that I worked in.
There is no such it was smooth simple easy accessible, great use for tells consulting. Sometimes there would be glitch in call not connecting,call generation link was the main glitch.
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand
The customer support os top notch and response time is excellent
The webchat system is lacking some options such as blocking out of country webchats
Freshdesk allows my team to work remotely and handle tickets. Live calls and webchat as well.
It's ability to be linked with other sites like InSight and Fresh Voice with just a press of a button
There's absolutely nothing I deslike about i
Fast and effective, meets our requirements and helps with tracking the teams productivity
The FreshDesk is fantastic software, very simple to use, and with an excellent interface. You can help the user change the status of the ticket straightforwardly. And the loading quotes are very insightful.
I would say we could have a dark theme and more insightful loading quotes.
The Freshdesk is used to help a lot of user in OSG and OSDF
Freshdesk offers a wide range of options, reporting, and flexibility with automation rules to allow individual companies to design and tailer the product to fit their individual needs.
Removing previous agents can be a little cumbersome and lead to tickets not having an accurate history of who did what and when. This may be more of a preference on our part, but we like to keep previous agent history still reporting to the individual even if they are changed from an agent to a "contact" or ticket requester.
Freshdesk makes it easy to automate incoming support ticket requests and has a task history. This allows us to not only keep our agents accountable but has also become helpful when disputes happen with end users who may claim that their support request was not handled promptly or adequately. Having a system to go back and see agent performance also allows us to identify shortcomings in our department or provide more training where identified.
We at Purplle use this platform to resolve our customer's problems through Email and chat, we never face any sort of downtime frequently, and it helps in track the number of complaints and also notify us for the same.
It is the time where many of the companies are using AI and I would say that this option should be inbuilt
We have a well-known application Purplle which is India's number 1 beauty destination. Freshdesk helps us to help our customers who reach out to us Via Live chat or mail. it also helps us to save the call conversation that we initiate through Ameyo.
Freshdesk is very valuable to our company. We use the ticket portion to help our staff manage new patient assignments and any issues.
Nothing, we love Freshdesk. It works great.
It solves our patient assignments and makes them flow more efficiently, and allows us to track the patients.
Very user-friendly and does not require in-depth training just to get the hang of it. I can easily manage our company emails with the help of this amazing tool.
You would have to pay extra if you need other users to use the system within your business, but that's understandable. Right now, that's the only thing I don't like about this tool.
We can easily manage our emails by just using this tool. Multiple users can use it at the same time which makes it more amazing since we need to make sure that all our company emails are answered on time.
The most useful thing about Freshdesk is that you can easily assign emails to colleagues and transfer ones you are unsure about to others who can assist! It really easy to use.
The least helpful thing about Freshdesk is that there are too many options. They have unresolved, overdue, due today, open and on hold. They do not apply to every company here; we only use resolved and unresolved.
So what Freshdesk really help with is automated responses (canned responses). These provide quick solutions to a lot of asked questions which are generally most common questions asked.
The Ease to navigate and get notifications. The fact I can schedule myself out of the office is a great feature. The call option is also nice but can be improved. Overall, Freshdesk is good at what it is for in all plans
I am not completely awed by the call feature as one needs to manually resolve the created ticket. I feel the ticket should be resolved automatically once the comment is updated and submitted.
Prioritizing our task has been a good problem solver to customer service. It helps us give particular attention to tickets that needs to be resolved on time, mail notifications are always provided and that has been helpful.
I love the omni channels and how you can take care of a client through the multi-facets, such as ticketing, chatting and calling. In addition to Freddy, IA assists you to make your job easier (little things like suggestions of what type of ticket or helping formulate an email are amazing)
I would prefer if the FreshDesk side housed a client profile where all of the ticketings would be directly housed and managed within the profile instead of our agents needing to change the contact's email to apply the tickets to the merchant. IE A third party emails our company about a mutual client, but it is not tied to the contact yet because it's the third-party email, not the contacts email, and we have continued to reply to the third party, so the ticket stays in limbo
Ticketing and tracking progression of clients complaints to ultimate solutions to their complaints
Hands down, Freshdesk has been one of the best things we have instituted at our company. The ability to successfully track short and long-term issues has resulted in a more stable network environment and improved user trust in our IT department. We also love that we can tailor the ticket fields to track the trends of issues our users are having. This feature lets us see the bigger picture and work towards finding and fixing root problems.
Our biggest hurdle has been training staff to start using and depending on a new ticketing system, which we have not used before. There is also some confusion about setting up the customized email address for our account. The default Freshdesk emails always go to the junk box, so users are unaware the ticket has been received, is being worked on, or has been resolved until IT can fix that hurdle.
It helps us see what user error is versus actual software and hardware issues in our business. Now we know what training deficiencies we may have, and apply other fixes more quickly to prevent work-flow disruption.
The functions about assigning tickets to other team members or other teams within the organization, and the user friendly way of tracking previous service tickets.
I cannot think of any downside. I would only add one filter for my completed tickets.
It provides a platform to locate and resolve issues that users experience. It offers a versatile communication route to update users about the resolution of their problem.
Freshdesk is so easy to use. Canned responses make life so much easier on a daily basis. Managing your daily tasks are a breeze as Freshdesk reminds you what you need to follow up on for the day.
I am very happy with Freshdesk and currently do not have any negative remarks.
It provides a centralised system to manage our incoming emails. It provides a holistic view of what is happening in the company at a given time.
Been using it for years and so happy we changed from Jira to Freshdesk! Jira crashed on us several times and was clunky and hard to use because we outgrew it so fast with so many tickets. So we switched to Freshdesk and haven't had a single problem in years. The price can't be beat and it is so worth it in ease of use compared to Jira. Very easy to setup, we had to setup from scratch and had lost our entire knowledge base and rebuilt it in Jira. We use the ticket system, chat, email and knowledgebase.
I can't think of anything that I don't like about Freshdesk. It has exceeded our expectations as a helpdesk tool and I will be looking at their other products too.
After the first time the helpdesk got spammed they quickly added a mark as spam feature and never had the problem again.
