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.
How user-friendly is the system, and easy to understand how the system works. I usually use the Freshdesk when we need to set up something or look for better ways to make the process easy, and it was never hard for me to use it. Also, with fast customer service resolution, every time I ask or raise inquiries, they can help and assist promptly.
Sometimes we encounter tickets not being integrated at Freshdesk in minimal instances. It was also much better if Instagram and Viber access can be integrated into Freshdesk for free, like Facebook and email.
Freshdesk helps us in getting all the brands and channels we have into one platform, it categorises everything for easy access and delegation of work to different groups and individual.
I like how easy it is to use when connecting with clients
I wish there was an easier way of adding new customers from freshdesk into freshsales
It is solving a better way for us to communicate with our customers.
When using Freshdesk, I find speaking to a client, whether they are first-time users of our service or have been using it for a while, very easy, as the web and app interface is intuitive and easy to navigate. Many times with other similar programs, my clients have a difficult time reaching out to me directly for help as the interface was clunky or overburdening.
Although the interface is easy to navigate for my clients and me, there are moments when it takes a decent period for me to adjust minimal and niche settings. This is, at times, upsetting, given that I am a user who prefers to have a great deal of customizability within my interfaces.
A problem Freshdesk is currently working on is the organizational aspect of their website and app interfaces. With the proper work done to these two fields, I can see a near future where Freshdesk is on its way to being flawless.
It was easy to migrate and make the support up and running. Customization is straightforward and rich in features
I cannot disable users from creating tickets by writing to the support email or replay tickets by email. Tags are not selectable on rules
Communicating with customers. Have feedback and rely the load among the Agents
Customization features and ease to accomplish that.
Support. Most of the support issues remain unresolved for long and reason given invariably is under development. no ETA whatsoever.
Non-telephonic support. Work from home supported globally.
In the realm of what money can buy, Freshdesk has a great balance. We get many of the same features that other companies charge double for, and there's also a lot of customization options. App add-ons have been amazing as well! It's a great way to have many different people reply to customer needs and pull in many inboxes into one place.
There are some annoyances with Freshdesk: we have frequent changes to our account management team at Fresdhesk, some items say "fully customizable," and really that's not the case because of very strict parameters that we often struggle with, sales reps have often said "yes you can" to questions about capability and we find later that we cannot. Do a thorough trial, think creatively, and you will often be able to find a work around (but it is frustrating to not always be able to rely on the creators of the system to help you get it to function the way you need. Our team has needed to do much of that problem solving on our own. There are some VERY irksome deficiencies in the FD system itself, it's not just the company. However, we are happy enough to stay and upgrade so that speaks to the overall picture!
It's solving problems like: MSRs needing to check multiple inboxes for different segments of the business each day, allowing full visibility for agents in the system to see past email communication from a particular customer, and being able to pull analytical data to help understand where our overall customer experience needs improvement.
Freshdesk provides a range of automations and structural rules to ensure that agents are efficiently providing a high quality of consistent support. For example, canned responses are highly configurable and save and enormous amount of time for repetitive tickets. Automatic rules are easy to define and powerful in nature, although these are not yet enabled for things like the eBay integration and there is limited ability to automate replies to email threads.
On some browsers, we have experienced occasional bugs where replies could not be sent. Better handling of errors and reporting back to Freshworks might allow these to be fixed more efficiently. The eBay integration is very much in beta phase and needs work for reliability - for example, the way that canned responses behave. Automations cannot threaded email replies to customers, so if an automation send a customer a message it will show as a different email and agents cannot see that the email was sent in the thread.
Providing a unified platform to manage and response to customer support queries, particularly where a level of triage is requred for a high volume of similar support tickets.
I like the dashboard display. It's simple, easy to use, and organized. I enjoy how the projects are organized.
I wish that it had a built-in calendar. It would help with the organizing if one could see the tasks laid out daily.
It allows our Marketing team to manage all our requests in one location. Also allows us to work in order of requests.
Makes is very easy to get report for agent performance
I cannot get information from my backend system directly to Freshdesk
Ensuring we can provide timely resolution to customer queries and track them
It offers a wide range of features such as multi-channel support, automation of routine tasks, a knowledge base for customers, and customizable ticket fields, It also integrates with Salesforce, Slack, and Jira,
it could improve its customization options and old design. Sometimes there can be some technical issues, such as slow load times or glitches in the software, and it's very frustrating
It helps prioritize customer inquiries, assign them to specific agents, and set up automated responses to common queries. It also provides analytics and reporting tools to help track customer support performance and identify areas for improvement.
Freshdesk has a ton of upside for small to medium-sized businesses. Their support staff is amazing anytime you need their assistance. In our years of using Freshdesk we were overall happy with their services and product. The ticket system for support was our primary reason for use.
No complaints, our company would have continued using Freshdesk, however, we were switched over to a new solution upon a merger.
Freshdesk keeps the CRM industry affordable because they offer their platform for almost a fraction of the price and the software itself is worth every penny if you need to start building out a remote support team.
What we like most about Freshdesk was the ability have many customizable fields and the ticketing itself was very professional looking. It had decent integrations as well.
I think if I had to pick the one thing I disliked about Freshdesk the most would be the price. With having to pay per agent, it got expensive for the features we needed, so we could not justify purchasing it anymore as a public school. We should have went with Fresh Service over this instead since that is more aimed at internal helpdesk than Freshdesk was.
Freshdesk was solving the one thing we needed most in IT, a centralized repository of help tickets so that we could quickly work on them and assign them to agents that could help out the best.
Wide range of customer support features: Freshdesk offers a variety of tools for managing customer interactions, including a ticketing system, self-service customer support portal, and a knowledge base. It also allows businesses to handle multiple channels (e.g., email, phone, chat) from a single dashboard.
While Freshdesk does offer some customization options, some users may feel that they are limited compared to other CRM platforms.
The platform's self-service customer support portal and knowledge base can also help to reduce the workload of customer support teams by providing customers with the information and resources they need to resolve issues on their own.
Most features are available. There's always a way to achieve what you want to achieve. The support team is always quickly available, but the quality of customer service is inconsistent.
The analytics don't always work well, are unclear, and it isn't easy to set up custom reports. I often need to contact their support team to achieve advanced automation.
It helps us with our support inquiries (email and chat).
Very good application there are multiple reports which will help you to monitor or check your team efforts progress on various issue tracking plus what type of issue are coming with how much time it is taking to resolved. Such type of advance analytical reports will help your organization.
It is little complex initially you will need basic training to get hands on it.
Majority of our application support work tracking analysis is solved by this application.
There are lots of configuration options and statuses, that can be tagged or mapped to an issue or a group of issues.
It is hard to integrate it with other systems, not easily combined.
Keeping track of incoming calls, tasks, action items and team's capacity to handle requests
I love how quickly I am helped when I need to submit a support ticket. I never have to wait more than a few minutes before my inquiry is responded to or resolved.
I cannot say there is anything I dislike. It was tricky to get started but now that I have used it a few times, it's easy to use.
Can't think of any problems that need to be addressed
Able to manage the candidates system easily and moving them from 1 stage to another
Cam be a bit more intuitive and navigation cab be better
Candidate and hiring management system
The ease to use and help track the tickets efficiently
Cumbersome sometimes when it comes to the overall view
SLA and TAT are been met when customer is dropping an email
Freshdesk offers omnichannel support ticketing surprisingly easy. The product implementation takes no time to get started. The support team is friendly and responsive.
Their pricing model can be improved for the small and medium-scale businesses. Third-party integrations and marketplace app collections have to be grown. The region-specific offering is always a welcome thing than one size for all approach.
We wanted to streamline the support ticketing through multiple customer channels. For the most part, the various Freshdesk offerings work well together. WhatsApp Channel integration is also well integrated with Freshchat dashboard.
Omnichannel makes our workflow great! We can distribute the tickets very fast and fairly. Canned response and solutions search bar increase productivity. The ticket templates are very easy to create.
Freddy AI chatbot is difficult to understand. Creating a ticket after a custom flow needs API and if you are not an IT member you can face some difficulties to change settings.
We have control all over the tickets in terms of distribution, sharing, collaboration, response time, topics, tags, etc. Monitoring the agents is very easy. Reports and insights give us feedback in detail.
The CRM Ticketing System Engagement is good
Customer service the accounts team Doesn't take good care of the product buyers
The Beverage industry needs the customer query or the issues to be lodged in like Onboarding and Quality and R&D feedback of the products which are almost addressed in the CRM portal
This platform has very good feature that we can copy and paste the documents as it is like we do in word and also we can format them. This is having some groups that contains information and we can navigate throught them easily.
Its client response and agent response tab need to be redesigned because whenever we open a ticket it directly take you to the bottom which is latest but it should be on top. Some time its backward navigation doesn't work.
I can easily go through contents tickets by searching them in any way and this also has good features to connect tickets with Jira cases. So overall it handles data very well.
Interface, date visibility , agent view
FRT response capture on based of email sent
tickets assignment, auto assign
The User Interface, Reporting structure, Ticket automation, and canned responses.
Difficult to say as all the features are just awesome. What can be done better is to keep on developing the product. Mobile App needs a better UI.
Better customer engagement. Faster response to customers' queries. Can keep a track of customers' communication history at the tap of a button.
The user-defined category is by far I am loving it, it allows me to capture the key details from the customers to narrow down the area to focus, moreover, it's a great way to allow customers to select the specific topic to which they are facing issues with.
Reporting framework and dashboard could have been implemented, exporting every time and continuously working manually on this exported data is a time-consuming job. Thus, a data-driven overview dashboard that has various filters could have been really useful.
We are struggling to respond to the incoming queries during the peak season, which resulted in customer frustration. I love the features that enable us to automate the initial response automatically when the ticket is logged into the system. This turns out the life saver to us. Cheers!
Easy to sort tickets and track progress through email communication
When tickets re-open after it has been closed due to another email being sent on the same thread (but sometimes that is helpful too)
Helps me manage and track all my integration requests and tickets for my clients and also ask for assistance or collaboration from my other co-workers
Its easy to use. Easy to work with several teams by using group filters. Easy to apply pre-set filters to incoming emails and prioritize.Easy to follow the email thread and to see earlier conversation with the person. Also nice to create tickets to colleagues or other teams. I also like the way we can automatically tag incoming tickets and the ways the ticket show if its new, pending or responded.
Even if I said I like how easy it is to follow an email thread, its also a bit confusing because I see all messages several times if I scroll down in the thread. I can just look at the first part of the thread and see everything, I dont have to scroll down all the way. But I remember it being confusing in the beginning when we started using freshdesk. To explain what I mean: If i scroll down to the bottom of the thread I'll see the first message. Next, I'll see the first and second, then first, second and third and so on, and at the top I'll see them all.
Freshdesk helps our support team when many tickets are coming in, it helps them prioritize. By automating where different tickets show, we can easily assign out staff to work with one type of tickets and add more people if needed. Its easy to keep track of what other colleagues have been doing on a ticket
Freshdesk is good for - Omnichannel support & Engagement - Small & Large teams - Automation - Easy to use
- Per Agent pricing is not so friendly - Overall Speed
Customer support ticketing
Easy access to all tickets raised by my customers. I can see my teammate's performances. Easy to pull our reports for presentation in leadership or to the company leaders.
Lots for clicks. There are no calling features or to record the call records. Sometimes it gives issue related with DKIM which we have to keep on checking and updating time to time.
It keeps track of all my tickets
