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.
-Easy to use ticketing system -Record day to day incident and user query -Can publish knowledge base
We can add time feature on the application
Record day to day query, request or incident of clients Track and record incident/reports
Freshdesk has so much to customize and build out to be unique to my business needs, and it's really intuitive to use.
It's difficult if not impossible to connect the Freshdesk service to our backend to have order information communicate between the two systems.
Our Customer and Order Support teams use Freshdesk to manage our incoming email queues and keep all of the information about an order or a question centralized for all Agents, Watchers, and Ticket Collaborators. Child Tickets allow us to keep conversations with customers separate from conversations with vendors while keeping the conversations connected to the related order.
When you start with your business, you try to save the most money , freshdesk has helped me with that, you get it for free in start and it does come with all the essentials you will need.
Features can be put as add on rather than making ya upgrade to a whole pricing plan.
For us , it’s solving the main thing of customer support which is what we need.
Freshdesk provides very useful features with multiple support channels including live chat, email, phone and social media. Furthermore, it is a cloud base software that is easy to use with smart automation features to ensure things are done smoothly and faster which enables more efficient business processes for a better customer engagement and experience.
I think it's a bit expensive per agent/user if you want to upgrade your reporting module in Freshdesk. Good thing is that we can test Freshdesk wide range of features using their free trial plan firsthand before deciding whether the cost for the upgrade is necessary or not for the business.
Freshdesk let our employees automate and monitor some of our process workflows. Furthermore, it is a better option than handling support via email. With Freshdesk, our customers can access their ticket status and ticket history and even gives their feedback and rating which provides a simplified way to top-rate customer support.
Customer support made easy. Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view. We are getting good insights for our brand.
extend more desktop features to the mobile app client. There are some restrictions where you need automation and sometimes there is just no way to achieve what you need. I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.
We are handling our customer projects for creating the e-commerce website and from that, we are able to track the internal team efforts. We are able to track the team performance as well.
The UI is really great with all the tools exactly at the right places. Customer support even for small businesses is really good, they usually solve tickets quickly.
Not every type of API is available here and they simply deny making one if we want them.
Managing bookings using ticket management system. Maintaining transparency with employees about their work.
1. Simple interface 2. Swift response 3. Excellent analytics 4. Direct URL to specific issue
No multicolumn support for additional fields
I am solving and reviewing technical and business requests from my customers.
the tools and wide reach of offerings, helpful other party integrations. Freshdesk is once of the best CRM in market
pricing is a little on the higher side. but the tools and services are unmatchable.
The tool's multi-functional chat window makes the agent's life easy.
I can easily keep a record of customer review and their feature suggestions.
There is nothing that I didn't like about this help desk
User can easily submit their query and admin can easily answer their query.
The fact we have everything easily distributed by departments and how we have followups set automaticly.
That needs to sync better with fresh connect.
Basically all the Operation of our company.
Customizability, when designing the ticking platform, it uses similar functions with other platforms but with more added features.
None so far since our team is satisfied with the adaptability of the platform designer
At first, you need to understand how to create the process map on how the ticket is created and forwarded to the proper resolving team
It's very easy to use, has almost every option to make life easy and keeps evolving everyday
the analysis section is a bit complex for novice
Customer support and escalation
I like that in one pane of glass, I can see my entire helpdesk and have accountability for every ticket . I can also see the performance of my technicians and how well my customers are being handled correctly. It is a well-documented software, and the API works with many other software, especially when combined with Zapier; the possibilities are endless. The automations for mundane tasks, tickets, and clutter are nice to have so the helpdesk isn't flooded with useless spam.
There are some micro issues that I've come across that are far from deal breakers. Sometimes the cursor jumps to the beginning of the text in a note. The Zapier integration doesn't have all contact fields, particularly mobile, which would be helpful for other integrations. The integration with other Freshworks products (Freshcaller and Freshsales) aren't as seamless as I'd expect. These are very small knit-picking issues that would never make me want to change ticket providers.
We can track every phone call, every customer service issue and monitor the performance of all of our computer technicians in a single location. We know where all of our customer information and details are located, and it can work with Zapier to go to other software that we use as well. The product has evolved over the years that we have used it, but there haven't been any revolutionary changes which is a good thing in my eyes. We needed a reliable ticketing system, and found it.
FreshDesk is easy to set up and get started. It has the quickest go-to-market deployment, even when considering novice users. The integrations with third-party platforms are seamless. Even on the Sprout (basic and free) plan, there aren't many restrictions. Free email support and integration with automatic ticket creation allow easy access and reporting for running a user helpdesk. The ability to reply via email directly greatly increases efficiency and response time. The export function allows further classification and advanced reporting with custom filters for better data representation. The help documentation is very detailed yet easy to understand and implement. The support is always reachable and offers excellent resolution in a quick turnaround time.
Nothing... everything works flawlessly. I am using both free and paid subscriptions and so far have not been wanting any further support.
Customer outreach and helpdesk support are what we use FreshDesk primarily as a ticketing solution. It offers excellent Email integration for virtual helpdesk support.
GUI. Retrieve of report or data. Filtering is nice
403 error hit visit pop ups now days while using freshdesk
I used to solve my tickets and communicate with my clients.
Friendly interface Integration with e-mail Answer Templates
Spam folder Template search Less statistics customisations
Fresdesk helps me to support my clients and for daily communication with users.
Love the ticketing system of freshdesk. One can easily manage the customer queries using this ticketing system. This software helps to manage all our customers data records. Which we are using later for our loyalty programs.
Nothing much to dislike about this product. Being working in a small organization, freshdesk was solving most of our problems from customer management to queries. Although the product lacks automation but will be seeking them in future updates
We were using freshdesk for customers ticketing and social media integration to push our promotions and loyalty programs. We were managing our customer records easily through this product.
The onboarding experience of freshdesk is really amazing for a layman like me who have no prior experience in setting up customer support softwares, plus they have lot of tutorials for learning.
Although their pricing can be more pocket friendly but they can also improve their user experience more which will help layman users like us to navigate through the software better.
I'm solving customer communication and support services challenges with freshdesk software. I'm also using freshdesk to understand and plan my support resource efficiency.
I like that when you copy and paste screenshots and images from another document, it just paste the contents as is.
There is none that I can think of so far.
I am in charge of the electronic health records system issues. Its easier to organize priority instead of writing down everything on a notepad.
There are some of the most advances and useful features like Screensharing, CRM Integration, Chatbot, CSAT, Ticketing Management, SLA, a Day pass for agents, etc. The capability to integrate with Chatbot, Magento, and other marketplace apps is phenomenal. It is a must go!
I did not like the mapping management of fields with 3rd party platforms. There are API limitations that create a challenge for data modifications.
Real-time customer resolution, Access to the knowledge base, Q&A
I started to implement Freshdesk as our first ticket system and I am still glad with this choice. You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience. The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through. I found my way before having the onboarding call and had not much questions left during this session. All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes. When I sended requests I was helped quickly and problems were always solved within a short timeframe. Never experienced downtime in the last 6 months. I really like that you can customize your brand and portal with your own code. We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the code whenever we want. All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient. The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc. The reports are quite handy and accessible and do you have the opportunity to create your own reports. The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most. For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace. For technical issues I use trackers and integrated Jira for our development team. Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority. Makes it really easy to reacting on downtime of your products and contacting team members immedeately. In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
I miss some small adjustments since I use Freshdesk also for incidents and escalations. For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice. I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date. It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written. These are small details I passed through as feedback already and might be already in development for future releases.
I use Freshdesk mainly to improve our product lifecycle. We are able to detecting issues early by analysing all requests and were able to downsize our solution release time. Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Prompt and speed connectivity never gets lagged or never down perform every feature and all the options are best
nothing to be disliked in Freshdesk everything is just great
forward the request to the concern team to resolved our customers issues
Adding notes to have trazability Customizer fields and widgets to gather info that we need to resolved tickets effectively Communicate with the client thought the platform All The reports and analytics
Maybe generate alarm to send to the agents regarded with the tickets unresolved or to the manager when we get a bad or just ok answers from the survey
Workload Performance Client focus Business decisions
It is user friendly and views can be created easily
Unbale to see counting in any view which is required feature
Customer support and queries. It's easy and user friendly
The fresh desk allows me to raise tickets quickly, monitor them up to the closure, and refer back using the ticket ID.
I like everything about fresh desk because the challenges that generally arise are quickly sorted
I currently use Freshdesk to raise aftersales tickets source the HR management tool, among other solutions.
It's fast and has all the features of a help desk ticket that I need. I can customize by adding fields of different types, and the API is easy to use also. It's really fast, upon clicking create ticket my app is dinging that there is a new customer need or response.
I wish the app could handle user switching. Many helpdesks use Freshdesk, but I can only use one on my phone as it takes too long to log out and log in again.
My clients can make requests and report problems easily. I can track the hours that it takes me to work on each ticket and quickly cross-reference other tickets being able to search for keywords or tags.
It is so easy to use at first sight you can understand what you neeed, it makes the combination of efficiency consistency in messaging, including email, mobile, etc.
It would be great for the free trial to be a month instead of 21 days. as well, it would be great for Enterprise and Multinational Businesses to make unlimited light agents.
Customer experience is something that businesses rely on nowadays, so Freshdesk let me make a great customer experience that has its direct efficiency on companies revenue.
The round robin feature where tickets are automatically routed to available agents
Search pattern : the search box doesn't bring only what the user is searching for
Customer communication
To-do List Reporting Assignation of tickets
There is no mobile version for the admins
The assign of tickets between agents
Manage tickets with ease. - Set Automation Rules on frequent use cases - Set Team-based & Category-basrd SLA policies - Triage tickets - Web-forms customisation - Marketplace Applications for special needs - Intelligent Bot - Space to create Exhausive Knowledge base - Customised Dashboards - Surprisingly Cool Support Experience
Not a lot. But, - Complicated Rules for some automations - Lesser scope for detailed customisation
- Increased Answer Rate - Reduced TAT - Escalation Matrix triggers notifications on missed SLA - Prioritise Social Media Responses - Bot as first level support optimises FTE count - Improved CSAT Tracking - Web-forms with predetermined categories helps automate ticket assignment to relevant teams - Parent-Child ticketing option helps track progress on assigned tickets to other teams. - Customised Reports.
