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.
Relatively easy to use at the basic level, for the normal email support it is straightforward and simple. Includes phone, chat, and social media management all in the same place. If you want to know what Freshdesk is like, use Helpscout. Then, remove the best parts of Helpscout and the reports, add about 6 tons of bloat and nonsense. Suddenly, you're using Freshdesk.
Updating this for the new Freshdesk rework. It looks better, I'll give them that. The old version looked like garbage. It's still bloated, and there were numerous bugs and missing elements on the new version. And the reports are still the same. I can only assume their thought process when designing reports was to make them available, but limit their usefulness as much as possible. For example, the CSAT reports are maybe 25% of the way to being useful. The only info you'll get from your help centre are silly thumbs up/down. Want to know what the person searched for and couldn't find? Tough.
We use Freshdesk for email support, social media support, and will soon be adding the phone channel. It lets us respond quickly, it has decent reporting capabilities to let us track our support trends, and lets me add the necessary information to document our support tickets effectively.
The constant updates and improvements. Always great to see new and upcoming development.
Rarely, but sometimes there is a lack of response from FreshDesk.
Custom applications are necessary in our framework. It is nice to be able to improve our portal to meet our needs.
I like that it is easy & straightforward for users to raise a case in Freshdesk.
Configuring Freshdesk is complicated. analytics/reporting is also difficult.
We do our incidents/requirements lifecycles in Freshdesk. The benefit is that the documentation for each incident is centralized within the ticket /case.
Cost effective for simple needs, easy enough to pickup by staff and clients
Incomplete solution, less than other products that may cost a bit more.
General client service requests, single source to comment and acknowledge needs.
I like that I can choose which columns I wants to see in the ticket table view. I love the Dispatch'r i admin
I think its very annoying that I am not able to search specific fields or even filter the results of searching customers In different places everything you wrote disappear if you mark the text or use Ctrl+A. I.e. If you create a new ticket via the + in the customer view
We used to use Zendesk and I haven't found any benefits by using Freshdesk
You can create an entire knowledge base that you can create for your clients (articles, how-to guides, support center solutions, etc)
There are bugs constantly, and the bugs are not fixed in a timely manner. Their support team is also lacking- not getting back to you or providing updates within any reasonable amount of time. You typically have to email their team several times before landing a response
The knowledge base is nice for our clients.
Chat support
There is always a bug. As soon as something is fixed, something else goes wrong. It takes several weeks for bugs to be fixed.
We are able to review our ticket trends and volumes
- Good customer support - Here are 14 more characters
- Spam telling me to review them - Some long-standing bugs
A support desk
fresh services a decent in simple ticketing system
it's a very simple ticketing system to use
No problem solving with fresh service are the ability for clients to submit tickets on their own as well as have email submissions of tickets
Tickets and problems are tracked in one location.
Cannot undo a merged ticket. You should be able to undo any action by a supervisor.
Customer tracking of orders, their questions and concerns as well.
Great concept. I love the idea of having one central hub to be able to track all client tickets from live chat conversations.
Software still has lots of bugs and the support is not helpful. We have been using for almost 10 months and have put up with hundreds of chats dropping, disappearing, not being able to transfer when capability was advertised. Their development team and our internal teams have had many scheduled calls which they have flaked on our only temporarily resolved the issues we have communicated to them.
In theory, this solution would solve accountability issues from our internal customer support and sales channels so we can see all chat history as well as keep a detailed record of our customer interaction with our business.
Freshdesk was easy to setup and had enough features to get us running within 24 hours. Application sees constant improvements and new features are being added on monthly basis which is something rare. Price tag for this support desk is extremely appearing at to my knowledge offers best price to features ratio. Support desk is always enthusiastic and ready to help which is good thing. Another thing which is worth mentioning is that they seems to be focused on getting feedback from customers to get application up and running.
We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end. Problem was visible regardless of work environment, network or machine. We reached point where we had issues on weekly basis and some of those problems been core reason why we are looking into switching to different solution. Price tag on phone system is insane, after switching to 3CX our bills for calls went down about 75%. Few years back this was great tool for great price, now based on issues we had and current prices of different solutions there are better tools.
Freshdesk allowed us to scale up and almost triple volume of submitted tickets and double client base. It's right tool for small businesses for a descent price. Thanks to this tool we been able to work more efficient than going through outdated support system/email.
The ability to write solutions and forum items to stem ticket submissions by providing answers and steps to resolve up front.
Dynamic ticket form creation requires Freshdesk team assistance. Dependent fields only drop to 3-levels reducing granularity of issues.
Handling internal ticketing requests for proprietary products.
can edit and merge tickets, can split it as well. OOO is based on time and day. it is instant in any activity that it does. I think this is the one among the rest out there but needs lots of improvements
Dont have much options for formatting, cannot save workspace in new ticket...pictures are not saved in the proper size. Also pictures doesnt get saved while pasting it in the email.
To keep a track on the ongoing issues that the clients are facing. This helps is resolving and follow up with the respective client makes the job much easier and faster
The email integration works well, allowing us to service support email addresses and I have used the Tagging and analytics to help quantify areas of our product which need improvement.
The editor for support articles has lots of weird bugs and isn't WYSIWYG, our experience with the freshdesk support has been poor with a freshdesk support member suggesting actions which would take our support site down when we had an issue.
It provides a complete solution for hosting all our support activities, whether support articles, a ticketing system or support emails. This means we can have a self-contained solution for this without interfering with our core product.
The price is a cheap platform useful for small teams, not complicate flows, and volume of tickets less than 4k , new business that can not invest in better solutions,
There is no improvements on the Agents experience, you don't get easy look at the customer timeline, custom card o, Analitics is ireally complicated to customize reports. My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
manage a volume of inquiries of 5-10k with 4 languages and 3 channels
Self-explanatory, no training is needed. That is about it.
I disklike that you are unable to create folders/macros
Freshdesk was unorganized and difficult to use/benefit from.
Freshdesk's triaging process is the smoothest ever.
It does not identify spammy emails and block them. IT IS GLITCHY
Helps solve all the problems!
I liked the app integration making it a mobile product.
Wish they would merge it with freshservice for a more unified flow.
Gave us our very first helpdesk oriented work flow. Increased productivity by almost 50 percent.
The possibility to have a multi-guests and teams management in addition to be capable of recording international incoming calls for sales or support queries. Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless.
The automation in the emails treatments could sometimes be tricky to manage. A customer sending a ticket could have an automation of "proposed solutions" matching some keywords in the ticket, this awaiting for an agent to pick it up. We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that...
Instant management of the customers issues with the Chat facility in addition to a good track and reporting in order to maximize the staff efficiency. An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team. The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention.
Features such as options for automated rules. Metrics calculations for resolution times of cases.
Metric calculations regarding case content, we use tags but it is very manual. Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format. There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases.
We use freshdesk as our primary medium to communicate with clientes, but are looking at other platforms. Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients.
Support is responsive and helpful.......
The product itself has some limitations that don't allow it to fulfill our usecase. There doesn't seem to be much flexibility on product requests that are very straightforward and could likely help many of their clients...
Knowledge Management - customizing the appearance and having control over user permissions at a granular level has been very difficult, not to say impossible, to achieve.
EASY TO add content, articles. Please why do I have to add more characters.
15Meg attachment limit. Site needs to have more security levels. Public, Level 1, Level 2, Level 3, then by company. Better integration with a support alias instead of a person's private e-mail address.
Support, Redundant questions. FAQs.
Fresh desk is a streamlined way to host all of your phone, email, and live chat communications with customers in one place
Phone calls continually dropped, reporting options were limited, and support is not the most helpful.
It allowed us to communicate with our customers, which is definitely a business benefit
I honestly liked the way it appeared to be super functional. It seemed like the tool we needed to switch to from Zendesk.
After playing with it, it was a pain to setup phone calls through their service. We ended up keeping these separate and using ZenDesk. Allowed users to create tags, which would end up in a mess of different users using different tags for the same case type. Just not effective for what we needed.
CSR Agents, phone calls inbound/out, emails.
The customizing to your own processes. Automatic e-mails after status updates are awsome and incredible timesaving.
The design. Those big dropdowns on the side. The bad owerview in long tickets, when every entry got the signature and the quoted text with. You always have to reload the page. And often when a customer replies it creats a new ticket. It is not running smooth.
Whole email communicaton with our customers. Working across teams is easy and transparent.
It has been extremely frustrating to working with Freshworks! No matter how many features a company has developed or how advanced its technology has offered, ignoring customers is fatal. It is the second time they suspended our account, and our service is down completely. No one would reply you after emails and emails, what you could do is wait, and wait What kind of IPO company would offer such a horrible service?
The weakest link of Freshworks is their support, how they treat their customers. If anyone is up to it, you are welcome to sign up for their services, but my company is not one of them.
onmi-channels
nothing, they have i ncreased pricing, downgraded features.
Their business and billing practices. They promised an upgraded experience and 1 year later it never happened so we cancelled fresh chat, and then were promised the use of Freddy AI inssights under the Enterprose plan using Freshdeck. We renewed, they added 2 more users to our plan we caught and inquired. They responded with "Hi kevin, I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating???
nothing, we found alternatives to the features we used them for in other more sophisticated and less expensive apps that were not on the market 3-4 years ago.
We switched from Zendesk. We saved a few dollars, but it was absolutely not worth it. They left us without a help desk for over a week, and didn't even have the decency afterwards to let us know. Going with HelpScout now.
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer from their customer support, they said it was because we were using too many resources and that we should switch to their "FreshService" offering. Outrageous! They took down our account without warning or notice only to try to upsell us afterwards. You might save a few dollars with FreshDesk, but it's not worth the risk!
Providing a centralized inbox and knowledge base
Not much. We were promised a software that could do recurring tickets with seemless integrations between their own platforms. Once the sales team completed their pitch, the implementation team told us the software couldn't do what we were asking.
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
The software was meant to streamline external and internal ticketing. It is providing 0 value as it is incapable of doing what was promised.
