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 database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
The issue took relatively long to solve.
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
UI quite simple and quick response from their support team
the edit mode for our own support is bit messy
problems with our software, rfc, ... easy to track
Support and the product features to automate things and avoid manual work.
Nothing as of now, but if I come across anything which I don't like then I will surely let the support team know about it.
We have a support team, which interact with customers query and complaint over the email. We have also integrated some API for information on few things we use.
Automation of scenarios with just a click of a button
Many userul features require upgrade, Extra features should be allowed in existing plans
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
Easy to offer support, automation is comprehensive
Rules could ofer more automaton, inline screenshots for users during chat too
Customer support and support desk articles and live chat
Customization of the fields. Drop down options
if we make any customization on the tool each we have to logout and login to see the changes.
customer Service Desk
The automatons and triggers makes managing our ticketing system easier.
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
Strong ticket editing ability; easy inline images injection, rich text formatting, pretty good copy/paste from other tools like Word or email. For complex tickets, this is really important
Reporting is a bit weak if you want to use metrics that don't fall inside the typical. Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
externally, helps us manage customer support requests. internally, helps us manage DevOps cloud hosting requests.
The email alerts are well formed and easy to read. Basic SLA's in the blossom version are spot on, not overcrowding the inbox.
Unable to assign a watcher from the contacts list to a ticket or group of tickets. Sometimes the watcher has no technical experience but need to be in on the loop of tickets. Not able to send a daily summarised email of the tickets due with or without updates.
quick oversight of the issues, and how timely the work is been done.
customer service via webchat. I usually get helped quite quickly and nicely through this channel
limited API should integrate whatsapp and facebook in the platform as well
centralizing most communicating channels in one platform
I like that when you need help for a help desk, their responses are quick!
Since their switch to freshworks there have been some time where phones have been down.
We are communicating with tons of online college students and providing quick and helpful resolutions.
I love the reporting features, the canned reports make sense and there is an awesome integration for more advanced stuff.! The staff is friendly and does their best to help. The client experience is clean and the Help Center search feature is excellent.The ability to create custom ticket and client fields is great.
It can take a minute for the support staff to understand what you are trying to tell them. There isn't much flexibility in automatic email triggers. I was told we'd be able to see if the client had opened our emails or not and this turned out to be untrue.
We support a large client base and handle a ticket volume of about 600 a month. The search feature in freshdesk will hopefully allow us to drive that ticket number down.
Freshdesk is easy and very intuitive to use. Also when we need support from Fresdesk team they are very fast and willing to help.
The report function, I wish there where options to create a customized report for our customers. I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
We have several customers who need to share their support issues with us. Freshdeksk is easy to user for them.
Freshdesk is a good support management system and provides an easy to use interface. I find it incredibly intuitive to use and the same goes for our clients.
There are minor bugs that tend to cause disruption, these bugs seem to take a while to be resolved.
We're able to keep track of all of our clients support issues through one portal with a relatively small support team, even with 20+ clients actively using freshdesk. We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
assistance over live chat was instantly answered, the answers were personal not canned responses
Nothing really. I know we could make more use of the product but always lack the time to invest in growing our usecases
Freshdesk is our internal and external support portal. Ticket monitoring and ensuring cases are closed are our biggest wins over previous services we have used.
The operator was easily accessible by email/phone
Email wasn't sent re-iterating the instructions
Currently none
My team and I like Freshdesk for the most part. Its nice to be able to triage tickets, sort them, assign to various agents.
I feel like the rules can be a little complex and confusing.
We answer customer support and feedback tickets for our TV sites, apps and other products. Its great for running reports and sorting based on product.
It has a number of functions needed to answer basic email and chat queries.
Freshdesk chat doesn't have an option for us to upload images in chat, which is crucial for us so we can resolve customer queries immediately.
Customer service related queries.
I receive a reply very fast with a first solution. The agent is eager to help me and mostly continuing replying fast.
Honestly all my conversations went very well. I don't like decisions on the implementation, e.g. on MINT but this has nothing to do with support.
Easiness of handling questions and checking archived solutions (which unfortunately is going to change).
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
User friendly interface and flow. Improving technical support and very well managed open cases.
Can't hide Agent name at customer portal
Customer Technical Request and Complaints. Freshdesk Help desk help to manage and organise every ticket effectively, especially the response time set.
The simplicity of all the function, creating tickets, responding to it etc.
Need to create a separate account for customer and agent, although using the same email.
It solved the problem of IT support in my company. It ease the flow of me contacting with my clients.
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
Setting up customer accounts could be challenging from the customers standpoint.
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Is an easy to use platforms, it also gives access to and API.
They should improve their API documentation, it lacks of some information.
Basically, create a better communication with our clients
Versatility, easy to comprehend and train agents , scale-ability
can work on bettering the product keeping eta in mind
Technical and CS related
Amazing support team... Reporting tools...
Some features not available - already shared with them
Customer contact - Email.
Over the past few days I've had a few issues understading and implementing some Freshdesk features, however each time I needed to solve something the support team was more than helpfull.
There are still a few technical issues left in the Freshdesk environment that I wasn't able to solve, even with the support provided so far.
We use Freshdesk to offer our customers the best experience possible. Now we want to upgrade this and the features implemented in last two years sound like they can do the trick for us.
Freskdesk makes it easy to assign tickets.
I most dislike that closed tickets are archived after 160 days.
We regularly refer back to and must re-open closed tickets., but we can't re-open archived tickets. Instead of closing tickets, we can resolve them so that they never archive.
