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 navigation throughout the system.
Minimal options on the free version, should include more reports
Tracking software issues
It is very useful to connect with our customers. We can get proper update from customers. We can view all tickets separately.
To access this it is very difficult. To open tickets it take too much time. Sometime it is different to check our tickets
Via fresh desk we solve customers query easily.
The reporting section of Freshdesk is very useful to us. As well as the open REST APIs are always a plus.
The UI and UX can be improved a lot. As well as there are some corner cases which could be handled in a better way.
We use it for the support system and customer survey.
Web base, easy access , trial version of the product
report is not that accurate, not user friendly, chat tab are not organized
Technical issue of home base teachers
They have pricing models that work great for small businesses. Their lower tier plans are cheap but still provide lots of features. We only have 4 support agents so Freshdesk worked great for us because they provide the first 3 agents for free. We only pay for one support agent.
The customer support has not been very helpful. They seem to be based out of India so when submitting support ticket in US you will have to wait until at least the next day to receive a response because it is the middle of the night there. There also seem to be challenges due to language barriers. They never seem to really understand what I am asking them.
We use Freshdesk as our support desk solution. For a reasonable price we have been able to provide our support agents with powerful tools to handle our customer problems.
This is a web base app, very easy to use, does not require installation or internal storage space, The Garden version has nice features such as; Internal Chat, Knowledge Base, Reporting, etc, I can actually add SOPs and videos for users to educate and enjoy...
When I export an open tickets report as a spreadsheet, It exports the tickets, but not the updated notes on the ticket, which mean that after exporting the report, I have to update the notes on each ticket again.
The problems that I work on using Freshdesk are; Internal Technical Support Tickets.
Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.
I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly. The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.
I enjoy using freshdesk instead of having to keep track of issues via email
i dislike when i get a response that the ticket reopens itself
site issues and questions
Allows us to see what each other is working on. Let's us help customers by setting priorities and due dates.
Sometimes the tickets do not come through from our website to the Freshdesk system and the Freshdesk support team is less than helpful.
Freshdesk has allowed us to completely customize our user experience by creating quick canned responses and automated responses. They allow us to quicky respond to customers - and see who has not been responded to - quickly.
Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality. Mobile SDK integration is also great.
Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.
Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.
The tool is well-priced, flexible, and powerful. It becomes even more compelling (versus the competition) as the number of agents and plan tier increases.
Spam is eating us alive. We use Google Apps for Work for email and we get spam tickets all the time, even though Google correctly routes them to spam. This was not the case with Zendesk, and FD support has repeatedly told us there is nothing they can do. UPDATE - we figured out how to solve the spam issue by ourselves. Adding a few starts, but not a lot because support should've helped identify it.
Customer tickets get handled more quickly, no matter what timezone they come from.
Simple system, easy to use, does what it says on the tin
Its very basic for the money - no real value beyond logging the ticket. You cannot create custom questions by ticket type e.g. for tech support one set, for sales another set. There is no feature to close calls after X days. Integration with SugarCRM was just a screen on a page, rather than creating a 'Case'. This means you cannot run reporting on Cases in Sugar CRM. Default views hide tickets that are pending which is so you have to select all the statues to see tickets, rather than displaying them all with status showing.
Tracking Issues
Scenario automations, Easy import from Zendesk. Relatively reasonable price
No distinctively extra feature. Stuck in Web 2.0 era / no explicit IPhone IPad support. Some unnecessary error messages (caused by blocked referrals)
Not provided
FreshDesk is rich in features and also has a lot of marketplace apps which further increases the feature list. Integration as such is not very difficult, for chat we need to place a JavaScript pixel. There is an Omni channel experience which can help customer services team to be on the same portal and not continue hoping over to different systems. Also, this gives the opportunity to FreshDesk and people using it to control inflow omni channel wise like people on call may not continue receiving chats. Third party integrations are present which suffice use cases like pulling order details from order management system.
Although FreshDesk is feature rich and provides integration with third party tools, it lacks some important use cases like chat redirection controls. Third app integration are not as easy as they may appear and have quite a lot of bugs. FreshDesk system itself has shown inconsistent behaviour over time and there have been intermittent bugs in the system. The support is probably not the quickest one and solutions are not to the point many a times and require a lot of too and fro.
Customer support query volume and resolution time are the two metrics that are looking to manage using FreshDesk. Benefits in terms of routing the queries to correct departments.
I like how much control I have over ticket management, and the flexibility of merging and correcting tickets after each action
There are some frustrating repeated processes - for instance, when making or receiving a call, to attach it to a ticket involves clicking through multiple dropdown menus before it lets you type the ticket number. If you type it with the wrong dropdown selected, and then change the dropdown, it deletes what you typed. During these critical moments when a call is coming in, or before a customer picks up an outgoing call, it makes a big difference to streamline these processes.
Freshdesk enables our teams to collaborate and provide a unified, personalized customer service experience
Easy to setup and implement in your company
Price high and there isnt a good assistance...you ping from one operator to another one with any resolve your situations.
I use freshdesk from 4 years and every time I have some problem assistance it's always absent! No reply, no way to fix it, and every year price increase!
Freshdesk was helpful from a triaging perspective. It allowed us to funnel tickets to a central repository and to categories them as needed. The user interface was also pretty user-friendly.
Freshdesk was helpful from a triaging perspective, but never gave us the scale we need to support clients where they were (i.e. in our application and on the go).
We were using Freshdesk to manage incoming tickets and support requests. Everything from issues with clients to issues with vendors. All of these came through Freshdesk.
Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.
Emails display correctly in outlook, but in Freshdesk, it has looked terrible lately. It used to work great, but with all the changes from Microsoft, it seems to break something in Freshdesk, and these issues do not get resolved, and it gets worse daily.
We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.
great UI interface and ease of use. feat
terrilble refund policy when switching away. Low integration with woocommerce/wordpress. Expensive for adding more seats.
providing a professioal outlook when dealing with customers and having the canned responses is useful.
Freshdesk is very simple. While that has some cons, it does allow for easy onboarding. It did not take very long to learn how to use it. Our team was able to start using it quickly.
The Forum it provides is not very helpful to manage Product Ideas that come from customers. A customer can easily post an idea but there is not a good way for PM to manage these ideas. For example, we can not create a list of all Ideas from one customer.
It works for our support team to manage support tickets. It integrates with Jira so it allows our dev team to work on Jira tickets and push updates back to Freshdesk.
Pretty simple to use. Almost instinctively understandable interface (but only when it comes to agents work, because admin section is a mess, unfortunately). Comparing it to some competitors, it's more user-friendly in the aspect of it's features. Freshdesk works with both emails (tickets) and chats, where you f.ex. could create the ticket from the chat, while some others similar resources are just chats or just tickets alone.
Mutual integration with Jira Atlassian doesn't work well at all. Those tickets in Freshdesk which get new comments from Jira often do not have their status properly updated and thus agents can't see there is some answer or info request coming from Jira escalation. Freshdesk has slow and not fully professional Customer Support. Which is very ironic, because Freshdesk is a resource for Customer Support itself, still their own Customer Support is pretty unprofessional in the most of occasions. Freshdesk Customer Support Agents don't seem to have access to the chat logs, so they always ask for multiple screenshots which is extremely inconvenient. Yesterday, when we faced problems with the auto-assignment of the chats, they knew they had some temp bugs with "advanced automation rules" and didn't say it at once, so we had to go through alot of unnecessary questions to get to this point. Also admin options and preferences section is chaotically organized, some useful features are missing (like advanced ban options - temporal ban, ban by user email et c. et c.), some options are too complicated to understand and thus to execute properly.
No actual problems. It's the main platform for our Customer Support Service. but so far we are growing more and more dissatysfied with it and are constantly looking for better options which would fit exactly our needs as much as Freshdesk and the same time would function better than it. For now Freshdesk is just the best among the worst. Questionable praise, I know, but still kinda praise. )
Custom Reports Dashboards Ticket creation
I absolutely detest that we can not have our reports sent to our FTP.
Customer problems and resolution. Customer service rep action tracking and ticket tracking.
Good place to sort out tickets and respond to customers
Not very user friendly.difficult or impossible to see sent tickets
Closing tickets
User friendly, easy to deploy and the activity feed is useful.
Fresh desk lacks in basic billing features
Fresh desk helped us manage our service requests effectively
I like being able to see trends and set up auto assigin for tickets
I dislike the lack of support, there are many useful articles and videos but sometimes live support is easier
we are now able to track our employees work flow to ensure an even flow
Tickets auto generate by sending email. Easy to put notes in for private or to share with requester. It has good up time we do not have any time where the system is down for reporting issues. Able to make tasks from a ticket is good feature. Has nice mobile application for my team to use.
Price Wish there was on premises solution that cost less per person. The hosted is more expensive than other solutions.
Able to have a ticketing system that works nationwide. Easy for people to login as agents regardless of their location. Is fast reliable, does not have problems speed does not have problem with security
Provides us with a simple ticket tracking system for one of our products.
Nothing to dislike as it gets the simple job done we set it up to do.
Help desk ticket management for one of our products.
The amount of options & flexibility. Ease of issuing refunds.
Poor security, clunky& slow quite often. Password resets are always onerous with this as well
Easy refunds& online menu updating.
Features Pros: - The team has been very cooperative in helping us set up and use the system for our unique requirements. - Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors. - We're currently on the Estate plan and the price is very good for what functions and features you get. - They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.
Features Cons: - Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect. - If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue
Community and communications
Best in class free ticket solution for a very small business that doesn't create a ton of tickets but needs basic levels of issue tracking etc.
Once we started growing as a company the lack of customization that was offered in the program started to become an issues.
Before getting Freshdesk our company used MSWord and note paper to keep track of issues which was not a good process at all. We realized more organization and productivity time when starting to use the Freshdesk platform.
