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.
Freshdesk is easy to use and straight forward to set up.
Freshdesk has a bit of a learning curve, especially when setting it up with several different customer portals.
Health care workers and related software questions
The demo was excellent and the demonstrator clarified all our doubts and answered all our queries to our utmost satisfaction. Kudos to the entire team.
Sometimes the response is slow and not as expected.
An excellent ticketing system which we can use with our clients.
Let's be honest, most helpdesks are similar... what puts Freshdesk ahead of the pack is their support and constant innovation.
I have not had any features or technical issues that I can mention.
Setup is quick and easy - and we can tailor the look and feel of the helpdesk to match our branding. This is truly an all-in-one solution for a helpdesk. It provides a seamless feel for customers - and our agents enjoy the ease of use.
Tons of options to be able to tailor and customize Freshdesk to support our users. It's very easy to use and the support behind Freshdesk are always on time, friendly, and superb.
We don't have anything to dislike about Freshdesk!
Technical and subject matter support. We can use this software anywhere and it's always up to date.
The effectiveness for my team to quickly pickup the software and learn it after a 5 minute explanation from me.
It has almost everything. I think the "workflow" portion could be beefed up or enhanced a bit.
I use this software in a non-traditional sense. I work for a building company and we needed a way for our sales team to submit for "bids" for new construction. We did it the old fashion way with email and excel. This now automatically creates and loads there tickets and assignments.
Very helpful and responsive support help desk
Cannot restrict/set time limit for agents to access certain tickets/groups. EG. Allow this agent to access certain groups on weekends only.
Tickets from two different emails - different senders - accidentally merged into one.
The platform allows us to bring our customers a very professional and efficient service. It is also very intuitive and easy to use. I have not received anything but excellent service from the Freshdesk Support team.
I currently have no complaints whatsoever.
It has allowed us to better manage customer service and relationships.
It has a great GUI first of all. I really like the look and feel of the product
As such nothing. Everything is great to me. I loved working on handling client tickets for my company.
Client Company Relationship.
The simple layout and flexibility of automations.
I wish there was a description of what all of the automation rules did.
I'm automating our service desk so that anyone who is new can pick it up easily and be sent reminders on what steps they should be following. Loving the system so far, its letting me build a simple work flow that our new agents will be able to follow easily.
Our team likes using Freshdesk. It brings a lot of automation on how the emails are managed and tracked, and it helps keep track of who is working on which tickets.I loved it because it could easily be customized according to our needs without the help of technical team. The best part is that you can produce reports and customize the way how the reports should look like. Their support team is the best.
Can't think of anything bad. Pricing might be a little higher, when cheaper options are available in the market. Personally I don't like their new portal design. Older one was easy to use and it looks less cluttered.
Mostly customer service. The benefit that I realized is managing a lot of emails and converting them into tickets. That way we can know which requests are being worked on.
I like that we can assign tasks to Jira through Freshdesk & leave private notes for each other.
As an agile component I'd like to be able to assign my own titles to the Dashboard & update those as our needs change.
We have a small team & use Freshdesk as a way to streamline communication with each other & our clients. We're able to track our progress & respond to our clients more quickly which has been a real boon.
very intuitive and straightforward tool.Great possibilities to adapt the tools as per the business needs. Easy to learn and great support team, knowledgeable and with immediate help in case it is needed.
Would be great to have a tips and tricks paet included to ahow all the possibilities and to look for hoe to set up freshdesk as per the business needa
Customer service improvements and metrics
As a manager, I can monitor the level of customer requests so I can better anticipate high intensity phases and therefore better prepare the operational team. Then, I can easily follow the operational staff's answers. Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.
We don't have a testing platform, so all the changes we make are directly in production. This can create problems for operational staff and customers.
Thanks to Freshdesk, we have significantly reduced customer response time. Thus we were able to increase their satisfaction. In addition, the tool provides an efficient dashboard that allows us to present data to the board. This allows us to show them the quality of our customer service.
Great and easy overview. Quick response to users..
Missing the ability for the user to vote for ideas/bugs etc
Using it as a support tool for my "side-project-websites"
The simple and effective UI. Easy to navigate, snappy and responsive. Very easy to use if you have used pretty much any web interface before hand.
The inability to disable certain aspects, like the motivational sentences between loading screens. A small nit pick.
Ability to provide rapid response support to all internal users for the company. Provide metrics to management showing performance.
We can assist our client much better and faster. It is easy to use.
So far nothing. It would be nice if your phone chanel could support calls in Botswana and Lesotho as well. We currently use Aircall in South Africa, but we are looking for a Help Desk tel no in Botswana and Lesotho so that we can all use the system 100%
We can track how long it takes to answer problems, see which agents takes the longest / shortest to respond.
When I log an issue or query Freshdesk staff are quick to respond and often have a solution ready and waiting
I would like more freedom to change the information gathered when tickets are automatically raised from the live chat tool
Identifying product issue trends and feeding into the Analox continuous improvement plan with real data gathered from our products in the field
The support is always super helpful and informative. Friendly agents who get back to you really quickly.
I've not found anything I don't like about Freshdesk in the 4 years I've been using it.
All of our email comms in one place and the ability to all jump in and grab tickets for colleagues if needed
Multi-channel access, scenario automation, custom fields, built-in reporting tools, and plenty of options to split/merge/link tickets. I'm also enjoying the new Mint UI so far; it's flexible and a nice improvement.
The Mint UI has some questionable space-saving, like truncated text on the Group/Agent field and an overly condensed formatting toolbar for replies. There's more than enough whitespace to expand both. The main dashboard page isn't too useful for us either. Finer control over SLAs and channel access would be great. We're trying to bring in more teams but some are specialized with hours or contracts that differ from our core support team (e.g. no phone/chat). Our developer says there are odd limits on dispatcher rules and API calls for pulling ticket data and managing custom fields. We love automating wherever possible so more power here would be awesome.
Problem: Technical support for small/med/large customers on Google G Suite as well as other cloud services and software Benefits: Vastly increased organization, collaboration, and responsiveness to customers
Email to ticket conversion in few steps: It´s very easy to configure an email account and convert them to tickets. Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients. Live chat: It´s easy to add a chat into my website Customizable interface, Multiple languages, Escalation, Multiple SLA´s Cloud- Hosted The Knowledge base can be populated according to my services I can use my own email servers, so I can manage all incoming/outgoing emails When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
There´s no integration with Instagram or whatsapp yet. It´s not possible to have agents in different plans in the same portal The only way to add agents is by email address
Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It´s easy to add or delete agents whenever I want. Now I can manage all requests from my customers and notify them about the status of the tickets.
The ability to create and edit documents for our i eternal knowledgbase.
Nothing. Absolutely an enjoyable experience.
Data quality tickets. Analyzing complications s with user experience with the software
Freshdesk, as a ticketing system is a amazing platform by itself.It has all the required features, that any one needs from a ticketing system.Their main strength their after sales support which is amazing.They know their product in and out and are always ready to give new solutions.
Nothing as such.I wish phone calls facility would have been easy & cheap for Indian customers.
Ticketing system for our General support, faculty support and tech support.Its simple and have lots of features that my business needs.
Is it very easy to use and the support team at Freshdesk is great. You get quick replies on chat.
I would like to see snippets of the conversation in the Ticket overview without holding the mouse over the ticket.
Speed up and simplify our support.
I love that I can go through the system with ease
I wish there was canned responses for the chat on freshdesk
we solve all our tickets through freshdesk
Has tremendous flexibility and lots of features but it's still quite simple to learn the basics quickly and get up and running. Support is awesome
Updating tickets happens on the server and not locally so there's a lag between making changes and seeing those reflected locally
I operate a small e-commerce business that is growing fast. We frequently get enquiries about the status of orders that I used to handle via email. Freshdesk has put everything in one place and makes managing customers much easier
Communication through freshdesk is easy. I like how my conversation is linked through my email. All my conversations with my employer are saved through freshdesk, and I can access these files whenever I need them.
It would be easier to access from an app form.
I now have b etter communication using freshdesk.
I really appreciate all the possibilities that Freshdesk offers to customize my environment. If i have a problem i can check it quickly with their helpdesk and find a solution. I see a lot of commitment behind this product and i really love it, i feel that this is a good growing reality.
Some functionalities are yet incomplete, but i'm sure they are working on them.
The company where i work used to have a very basic helpdesk poorly manageable. With Freshdesk we have a powerful tool to help manage our customers requests, and we have increased a lot the readiness of our helpdesk.
Freshdesk is simple to use, the experience is smooth, there are no errors I came across in my usage of 3 years which is huge deal. Due to the easy interface, it is easy to train people and the training cost goes down.
The reports are good but can be improved to a lot extent.
We use Freshdesk to support our global clients. Our teams are distributed globally and with help of Freshdesk we are able to work as a single team and deliver the results.
It has multiple features but creating the rule with the dispatcher is one of the best seen till date. Time tracked is also one of the features which is very much useful. When it comes to reporting, the format of the report and various filters are attractive.
I cant say I dislike any option. Having said that, I would like if you have a report, which can give time spent on each status like from open to waiting on a customer, waiting on a customer to waiting for the third party and so on.
I am using freshdesk as a customer support tool. I also use it as internal ticketing tool. Followup through freshdesk is very useful. You do not have to keep reminder as it has the feature of sending emails whenever there is an SLA breach.
Quick connectivity to their chat support - doesn't need to wait for long!
Don't have any dislikes at the moment, however, they can work on finding a way to capture ticket handling time which isn't available at the moment.
Neat reporting structure - easy to generate and schedule reports.
