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.
Within Digital Marketing I use software that helps me develop my strategies, one of this software is Freshdesk. I like that this software helps me create multiple channels to make as much contact as possible with customers, whether it's through email, phone, social networks and live chat. Likewise, it applies the use of the cloud to facilitate automatic and personalized messages, therefore, the messages are usually more specific according to the client, which makes the attention more special. Finally, all the tools that this software offers me allow the services offered by the company to be more organized and the sale to materialize, not just get stuck in the doubts that customers have.
I think the only big thing I would complain about is its price, if you want to update an agent or user, its costs are high. In any case, it has a very good free plan, its functions and tools are very extensive, this plan is very whether to obtain it or not.
Thanks to Freshdesk I have been able to give each client special treatment through automated messages, I can also manage the flow of clients and thus know when to work on marketing management to attract the attention of potential clients. It is worth mentioning that before I didn't use email much because it seemed very boring to me, but now I do use it more because with this software it is less tedious, and the use of this application is very important. On the other hand, with this software customers can also take control of their invoice information and the reviews they wrote, this reduces the process that is very annoying for customers.
We can create more customized reports and chatbots which help in automating processes, Manage shifts from a single console.
A bit more expensive than other tools. Need to pay for more logins id's and it's much difficult to track all things with single id.
Knowledge base where we can create our articles. This helps us while troubleshooting just by searching that article title
Easily adaptable & User-friendly UI, Freshdesk is customizable. You can customize it here and use it as per your requirement.
They will give u fix slots to adopt the product so better learn it in the given timeframe.
Support ticketing CRM - Freshdesk, Freshsales for the sales team, Freshchat & many others. Helps to keep a track of everything without missing.
We really liked Freshdesk's knowledge base.
We needed it to integrate with other products we were using and found a better fit.
Freshdesk solved our need to centralize customer communications.
Multiple Teams can collaborate very easily and have view of the issues raised by customer. As a CSM, I can track whats going on, guide teams with internal notes.
Tagging people is very tricky here. This can be improved a bit. Additionally, setup of account according to various plans support should also be there.
Multi-team visibility is there for the tickets which helps with collaboration. Relevant teams can increase priority as per the case raised.
I like it because, I can track or view any pending tickets to be address by me to our customer. Also chatbot reduces the frequently asked workload.as well our customers loved this platform
Price of this platform is little high, comparing the level of options available with this platform. support performace report is generating out of it is not upto the mark.
Resolved problem of, receiving repetitive same concerns from customer, bot use to handle those queries on own. And ticket tracking is also added advantage for us.
Ease of usage, quick UI and simple features
Linking with mailbox sometimes is difficult
We are solving tickets, the turn around time is very less
Its simple to set up and easy enough for end users to not feel inconvenienced by using it. We used to struggle getting people to submit tickets and since starting using Freshservice, our ticket submissions have gone up.
I wish the initial setup had more support from Freshservice.
None right now. Benefits are people submitting tickets versus just calling our desk.
There are plenty of options to choose from, but when we felt we should try FreshDesk, we realized that there is an option to try for a month and even an option with limited features for free. The user-friendly dashboard and very helpful guides are the best.
Restricting with very few options with the trail as well as with the free version could have included more features. The pricing strategy to opt us into the expensive package was something we didn't like.
FresDesk from FresWork helped us to have all the options in one place, such as emails, chat and even calling features. This helped in purchasing other products seperately.
The ability to give clients an instant way to access a communication platform for business queries
I haven't found anything that I dislike yet
Cancels out the disadvantage of missing out on important queries from clients and give us the ability to see and organize and make sure they are all accounted for
- Ease of Use, - Almost negligible training/onboarding is required to use the application, - High reliability - Overall simple and convenient
Some usability features are not well thought through, logic appears to be missing. Simple or even bugs like Feature Requests not seeing the light of the day.
Using it as a CRM ticketing tool.
I like the Filters and views, which helps to create my own views as per my need, makes me quite free
The response and properties cannot be updated together.
Customer support queries from various products of my organization. Few of the features are very friendly.
The fact that the native integration offered requires less than 5 minutes to be set up.
Depending on the use case for the client, the integration might not be fully cover all their needs.
The ability to track support and commercial information easily, to have a comprehensive view of the client's situation.
I personally like the single ticket view, It's readable and is not so complex such as HubSpot Email
Dashboard and Reports basically need a better design.
Actually, we're using the FreshDesk for our solve our WordPress products
When you start a sw project, there are so many different custom needs, and you begin to learn how the sw could be valuable for your project. This is a difficult time because you try and try but it's not easy than you were expecting. Great and flexible support, at every stage from business and technical staff
There are so many additional external apps that can bring more value to your project. They should not be listed as title or features but organized in best practice categories
We sell gym equipment and with Freshdesk we pu in please a ticket system for our repair/maintenance inquiries. Hundreds of calls and thousands of machinery are now coordinate from a single dashboard
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
They've been so helpful; it's hard to identify something. Most of my frustration has been with configuration. Not because it's hard to configure but because I just don't know, from a strategic standpoint, how I should set things up. I wish I could have multiple knowledgebases without paying a ton more. But we're using custom fields to get around this.
We have a lot of websites and one customer support team. Freshdesk has made it easy to work with customers across all of our sites while keeping tickets organized and in one spot.
Internal automations, automated ticket assinging, good API and Webhook settings, good Support
Integration to Freshsales could be better
Customer Querie handling and assigning them to different agents, help widget
All the automation which need to be done can be configured via UI ( no dev knowledge required ) and also via backend via APIs. API documents is well made and customer support team of FD is very quick.
The limit over API call to fetch tickets is 300 :(. At times it's difficult to figure out which section needs to use for the analysis report or Analytics. Also need more admin powers to manage the system.
We are resolving customer requests raised during their journey over our firm product. Better journey flows dust to automation Easy integration of FD APIs to our system
how easy it is to access from any device
some items are not so flexible to customize
Freshdesk has helped me solve help desk issues, which has brought me the benefit of being able to obtain metrics and statistics in real time
The platform is well designed and caters perfectly to the requirements of an executive who has to help a user, be it chat or email integration Freshdesk has all the tools one can want.
Multiple changes can be made to the platform, like better integration for calls and chat support can also be improved in some ways; the email integration feels buggy at times and needs fixing.
All of our customer support issues are routed via Freshdesk only, and it helps us keep track and maintain timelines for the resolution of the query and fasten the entire process
There are a lot of automated scripts that can be used in fresh desk and as per SLA the priority of the ticket can be set and FD highlights them once the tickets are due and overdue and gives us an advantage that we can also know how the customer feels once we provide resolution, they have got a separate rating for it too.
Nothing much.Mostly it gives us the edge over other tools in terms of features and flexibility
We resolve a lot of customer issues in terms of email support using Freshdesk and gives us an option of filtering for everything in terms of Query type, Agents, Groups, Location, Status.So it has become easy for us to pick tickets and allocate them to others based on filters and also the automation helps us in great time.
I enjoy that the interface is user friendly and training a new support rep is simple.
I dislike the reporting functions. Mainly because the way we base our metrics is a bit unique, so we need some customization.
With freshdesk we are able to integrate multiple support interactions to flow through the ticketing system. Therefore we are able to help customers as quick as possible effectively. Integrating with our various channels has been super beneficial in organizing customer support tickets.
It is helpful for better communication and understanding
need more modification and automization of system
customer ticket resolution
FreshDesk is part of the FreshWorks suite, which brings together a nice collection of customer management and sales tools including lead tracking, customer support tickets, a website chat plugin, and even a phone dialer.
FreshWorks is still in active development. The features are impressive but there is still a way to go before all the parts are fully integrated into the main system.
We need to track leads and sales as well as follow up with trial customers who never converted to our full product. We want to track customer service tickets and ensure our customers are happy. Until now, we had multiple pieces of software to do this as well as spreadsheets to track it. FreshWorks gives us the ability to keep it all under one roof.
A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised
The platform cannot be connected and synced with google workspace email and google calendar. We find it inconvenient to manually note updates shared by the client into the system. Email notifications do not come at times and manual monitoring is required separately for the Freshdesk.
Ticketing system and content knowledge inventory updation. As mentioned, we have our FAQ for internal circulation in the Freshdesk system. We use the ticketing feature for issue solving.
We searched for the alternative to Desk.com when they were bought by Salesforce. As a small startup, we couldn't afford Salesforce prices, so we really appreciated reasonable pricing and a solid free version of Freshdesk. Later on, we discovered that they offer a set of tools like chat or even CRM. That's a great benefit.
Most of the reporting is aimed for large support teams that need to track individual performance. We would love to have more reporting around the cases, sort by client types, countries, etc.
Client support is a smooth process for us and we constantly receive praise from clients for our great support.
Easy to use and reliable. It becomes very easy to serve customers
Integrations. At times some integrations or automation not work
Helping customers serve faster and in proper way
Like the app, user friendly platform. Enjoy the documents and canned responses available for you to utilize especially while on the go.
Delayed refreshing on the mobile environment. Constantly have to go in and out to see new and refreshed items. Sometimes images don't get saved the way you want it. We need a better way to visually categorize better the tickets in the queue
User ability, compliance, API, we are solving all things related to our services. We communicate within our team, from billing to sales we utilize freshdesk
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
Nothing. I only have good things to say about Freshdesk.
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
extremely easy to use , I love the options of adding tags, and the ability to add canned responses. The reporting, is also a great way to track staff performance.
I haven't found anything to complain about yet
Netstream is an FNO and we use it as our primary ticketing system for all support and maintenance queries. Freshdesk allows us to manage all that in one space, we no longer need to question if a query has been responded to as we can see the time of the last response and also when a customer has responded without going into a ticket, this coupled with adding tags makes for quicker response times.
