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.
Ease of creating a ticket and also providing the seamless experience to search the ticket and assign it to the agents.
It is very difficult to confirm about it as I am unable to find any such things. Everything is good
We are in an E-commerce and dealing with cosmetics. So. here, we are using this tool to raise the ticket about the customer queries and it is very helpful and it is easy to keep the track of customers' complaints and resolution.
the interface with responses and the overall feature of verloop
it lags sometimes creating the hassle to assist the customers
I basically solve customer queries and verloop helps us in the same with best-canned responses
Freshdesk is user friendly, cost affective and an excellent tool
Can have more omnichannel abilitiles and integretrtions
It uses all channels and brings support into one unified platform which makes visibilty, replying to tickets easy and provides better customer service
Its use full in all the aspects, Could not find a better product than this ever.
API Integrations are much more needed for any of the software products.
making process very simple to communicate with the client.
We got our daily assignments and is very well organized to send emails and/or create tickets
Nothing I think it is great and do not have anything I dislike
complaints and we get to do our daily assignments and is very well organized
FreshDesk is easy to use and has many great tips and tricks. The online resource library is good, but the Helpchat function and support team are great. it integrates easily with FreshChat and FreshSales so we have a holistic view of client interactions
There are so many things you can do with FreshDesk that sometimes we have to think about where to find the specific functionality, but the search bar helps solve that problem
Our product has lots of functionality, and we want to make it easy for our customers to find information on how to use it. The solutions are easy to put together and publish, and we can update any time we have a new client question to respond to. We can even add screen shots, documents and video links to make it easy for our clients.
It's an easy to use ticketing tool with many features and different categories and easily integratable
It can progress in the field of project management process
It helps to provide good customer support to serves best to provide the relavant solution to solve customer's problems
The ease of it while using. Different customizations are available which we can select as per our choice. Ease of adding and removing groups, contact taggers, etc. Calling feature in bulit which is one of the best part.
Basically, there are no dislikes or any negative impacts. It functions properly and you customize as per your choice
Freshdesk is providing an opportunity to serve customers in better way and upgraded technology.
Freshdesk is an amzing helpdesk software tool that can help to organize and resolve various types of the queries of the customer/user by ticketing system. It is an easy to use and efficient software that helps to resolve/categorize various types of queries.We can create multiple types of tags and filters here to categorize the queries of the customer/user. We can apply various types of filters that helps us to use it effectively.
Here is nothing to dislike in freshdesk.This is an amazing software tool that plays a significant role in an organization to handle customers queries/complaints.
Freshdesk helps us to resolve various types of the queries/complaints of the customer. We can categories the queries in the form of the tickets with the help of the manual tags that can be created by ourselves. We can resolve customers complaints in and effective and organized way. There is much more to describe about its features.
Freshdesk customer support konusunda eşsiz bir deneyim sunuyor. Kullanıcı dostu bir ürün olmak ile birlikte ekranların sade ve şıklığı işi yaparken mükemmel hissettiriyor.
Freshdesk karmaşık yapıdan arınmış fakat özeleştirme konusunda uzun bir yol sunuyor. Biraz bu tarz ürün bilgisi olanlar her şeyi yapabilirler ama yeni başlayanlar için kısa olsa da bir yol var.
Müşterilerimizin sorunlarını çözme konusunda bize çok yardımcı oluyor. Hem müşterilerimiz bizimle taleplerini çok rahat paylaşıyor hem biz müşteri taleplerini anlarken rahat ediyoruz.
It was my first time using this platform and I am constantly needing support on how to navigate the tool and I am very happy and pleased with the customer service they have provided me so far! All of them are so helpful starting from Jagadeeshwaran, Jeromia, Sandhiya, Deep, Manoj, Dharanidharan, Sushil and Jim! Exceptional service!! I have provided names because I know how important providing commendation and please know that I am grateful for your support and patience.
None so far. The tool is user-friendly and besides, you have the customer support to assist you. Superb!
I am having issues issues in creating automation but as soon as I was able to create them with CS help, everything goes smoothly and it is like a walk in the park.
All tickets managed properly. Easy to search.
Well, till now i have not found anything which i can i dont like it.
It is very benecicial for me. Freddy is helping me a lot with my professional emails.
Intuitive and user-friendly interface Powerful ticketing system with automation Multi-channel support for seamless customer interactions Robust knowledge base creation and management Customization options for branding consistency Comprehensive reporting and analytics Scalable to accommodate growing support needs Extensive integration possibilities
Pricing Structure, Limited Advanced Reporting, Lack of Some Advanced Features, Limited Native Integrations, Customer Support Responsiveness, Limited Native Integrations
Freshdesk solves challenges associated with efficient ticket management, automation, consistent multi-channel support, knowledge base creation, customization, data analysis, scalability, and integration. By addressing these problems, Freshdesk empowers businesses to provide exceptional customer support, enhance customer satisfaction, and streamline support operations.
Being able to integrate emails, live chats, phone calls, etc. all into a single platform that it's easy to use and navigate.
I believe something i don't like about Freshdesk is the support for multi-organizations, which is there - but there's room for improvement.
Before using Freshdesk, our agents have been using several email clients to access all of our customer care emails, while now, they are only using Freshdesk, so it is a huge benefit for our company.
Freshdesk helps to maintain the consolidated list of tickets received and helps to track with the live status and helps us close the tickets. Very easy to re-assign if required within the team or cross teams.
Like everything about the tool and have everything required.
Maintaining and tracking the issues or queries received from the clients. Help us to audit and improve customer support and SLA's.
Excellent user interface, easy to use and configure.
It's good to have API integrations in the software.
Tracking cx esclations and issues.
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
having the access to send emails from another user's email ID.I should not have the access to send emails from others email ID.The canned responses section doesn't alloow searching for responses anymore and i have to switch to the next page.
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
Clutter free, user friendly and intuitive user experience. It is indeed a great tool to help you with keepin trak of request flows on the helpdesk
It is a very powerful tool, couldn't see any downsides
Helping keep track of all customer emails and ensuring resolution is provided within the defined SLA
User-Friendly Interface: Intuitive and user-friendly interface to facilitate ease of use for both agents and customers. Mobile Accessibility: Mobile-friendly interface or dedicated mobile app for agents to manage tickets on the go.
NA, This is an awesome product. Can also do better in integrating with other systems as well for a better user experience, rather than switching between multiple sits.
SLA Management, Ticket History, Ticket Notifications, Ticket Escalation,Ticket Prioritization
I like the best Freshdesk is the interface and way it's designed to handle emails and resolve in a easier way. It's a must needed office tool to complete all the customer's queries under one platform :)
Nothing much because it's an amazing tool to all who would liked to handle the customer queries. You can add a feature to login through the mobile number that's all.
All my emails are under one platform and I can easily assign them to my fellow tem members and also monitor the ticktes. This will help me to reslove the queries on the and keep up the SLA.
Easy to navigate, simple to use. Quick and reponsive support.
Sometimes it takes too long to uodate tickets.
I cannot point an issue
Freshdesk is very intuitive and user friendly, everything works flawlessly and with almost no bugs and hick ups.
Nothing that I can type in from the top of my head.
It's solving the company needs for ticket logging and it helps be with reports and following KPIs.
It is very easy to use. It has a lot of usefull features. The interface is user friendly and easy to navigate. There is virtually no downtime. Support has been excellent and timely.
There should be more integrations such as Vonage AI and ChatGPT and other AI tools. I would like to see more user friendly app development tools that you can use from scratch.
It is a all in one package where our team can diagnose, service and troubleshoot our customer's issues and questions. This software helps with keeping our customers happy.
It's a super user friendly website that is easy to navigate and train new users on. I love the ability to have a dashboard that keeps track of tickets per user, ratings on tickets, different ticket status, and you are able to utilize a 'round robin' feature to ensure that tickets are evenly distributed amongst a team.
I haven't found any roadblocks or hiccups with the current system yet, all seems to be working well for our need for the site!
Organization and time management of tasks, keeping track of projects and deadlines within a team (and sub-team) role within our department, the ability to create internal notes on tickets without alerting the requester, the ability to automate specific tasks to make it easier on the internal user and the ticket requester as well.
Easy to Write and Send Emails!!! Formattting Options are available.
Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.
Easy way of Sending Emails and keeping a Track of all.
Ease of use. Customer able to add tickets
I would prefer an app that doesn't charge as much for each user.
Service call
It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails.
refreshing a tab kills the call. Not fully thought out.
All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package.
Easy to navigate and makes managing your workload so much more efficient.
The only thing I don't love about freshdesk is not being able to do a bulk BCC email in there
Don't miss communications and share workload accordingly.
I have been working on Freshdesk for the past few years and it's a fantastic tool to handle emails and resolve customer queries. Downloading reports is quick as flash. Kudos to the team
I didn't find anything lacking in Freshdesk, It's a user-friendly tool to complete all your office work tasks and learn more. One suggestion where you can add spell check in Freshdesk makes life easier.
Easy tool to work on emails, see our individual performance and monitor teams' performance. It's been a fantastic tool so for that I have worked on and I love it and also recommend it to my fellow business partners.
Easy to follow up on open tickets, helps in keeping track of the email thread, and resolves customer complaints. I like the feature where we are able to set priority depending on the issue types.
Unable to add a new recipient on the email thread. cannot mention "@" or "+"recipient
Helps in keeping all the complaints in one place
