Sold by: Freshworks Inc.
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Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
4.4
Overview
Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
Freshdesk facilitates advanced ticketing, empowers agents to manage, prioritize, and resolve tickets faster at scale. With smart self-service and powerful collaboration tools, they can deflect repetitive tickets, collaborate effortlessly on complex issues, and resolve them faster. This way, they can optimize their workload and spend less time on redundant issues to focus on critical issues. Freddy Copilot, a generative AI-powered personal assistant for your agents, offers them guided assistance, productivity boosts, and streamlined collaboration to deliver faster and personalized support.
With proactive AI-driven insights, powerful analytics, and next-best-action suggestions, leaders can make data-backed decisions to optimize their support operations, monitor support quality at scale, and significantly reduce TCO.
Freshdesk is an AI-powered automations help admins streamline the workflows by automating all redundant work and actions performed on the ticket, ensuring no tickets slip through the cracks. Our intelligent routing analyzes every incoming customer issue and instantly assigns them to the right agents based on skill and load, and ensures the bandwidth of the team is managed most efficiently.
Use-cases : Email & Social Ticketing, Self-serve Knowledgebase, Field Service Management
Plans & Pricing: Each plan has a different feature-set & pricing (freshdesk.com/pricing)
Some of the main features available in the most popular plan (Enterprise) are:
Skill-based Routing Sandbox Audit Log Knowledge Base Approval Workflow Agent Shifts IP Range Restriction Freshdesk Telephony Partner Extension Email Bot FREDDY Includes 5000 bot sessions/month Assist Bot FREDDY Auto-triage FREDDY Article Suggester FREDDY Robo Assist FREDDY Canned Response Suggester FREDDY Multiple products (Unlimited) Social Signals Round-robin Routing Custom Roles Custom Reports and Dashboards Customer Segments Versions in Knowledge Base Multiple Products (up to 5) Includes up to 5000 Collaborators Extendable API Limits CSAT Survey & Reports Multiple SLA & Business hours SLA Reminder & Escalation Multilingual Knowledge Base Custom Apps
Highlights
- Proactive AI-driven insights to optimize support: Surface potential issues and optimize support operations with proactive AI-driven insights. Unleash the power of generative AI to analyze interactions constantly, monitor quality, and realize a lower TCO.
- AI-powered automations and workflows: Eliminate redundancy and enable your teams to run on autopilot with AI-powered automations. Improve productivity and efficiency with generative AI that assists agents at every step, enabling them to deliver accurate resolutions.
- Deflect FAQs and optimize agent workload: Automate self-service with a scalable knowledge base and custom widgets to help customers find answers faster. Integrate your portal with custom apps to solve specific business needs and deliver a tailored self-service experience.
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Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
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Dimension | Description | Cost/month |
|---|---|---|
Free | For getting started | $0.00 |
Growth | For fast growth | $18.00 |
Pro | For high performance | $59.00 |
Enterprise | For Enterprise-grade support | $95.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
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Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support support@freshdesk.com
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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AI-Powered Ticket Automation
Intelligent routing analyzes incoming customer issues and automatically assigns them to agents based on skill and load, with AI-powered automations that streamline workflows and eliminate redundant ticket actions.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity boosts, and streamlined collaboration features including auto-triage, article suggestion, canned response suggestion, and robo assist capabilities.
Advanced Analytics and Reporting
Proactive AI-driven insights, custom reports and dashboards, CSAT surveys with reports, and next-best-action suggestions enable data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versions control, and custom widgets for FAQ deflection, integrated with custom apps for tailored self-service experiences.
Ticket Management and Routing
Skill-based and round-robin routing options, multiple SLA and business hours configuration, SLA reminders and escalation rules, custom roles, and agent shift management for efficient ticket prioritization and resolution.
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
No
Customer reviews
Sritapa D.
Efficient Support Platform for Scalable Property Management
Reviewed on May 14, 2026
Review provided by G2
What do you like best about the product?
FD offers a clean and user friendly UI which made it easy for me to manage tenant communication, maintenance requests and support tickets efficiently.
The automation features, integrations and AI powered tools helped reduce manual work and improved our response time in our property management operations.
It also provides strong value for money with good pricing, performance remains reliable. The reporting tools, customer support features and the communication system made it a good and practical solution for improving our productivity and tenant experience.
The automation features, integrations and AI powered tools helped reduce manual work and improved our response time in our property management operations.
It also provides strong value for money with good pricing, performance remains reliable. The reporting tools, customer support features and the communication system made it a good and practical solution for improving our productivity and tenant experience.
What do you dislike about the product?
While it is easy to use, some advanced automations and AI Features and integrations usually under high end pricing plans, which increased costs as our business was growing.
Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.
While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking
Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.
While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking
What problems is the product solving and how is that benefiting you?
It helps solve the problem of managing a large volume of tenant communication, tenant requests, and internal coordination in one centralised platform. Instead of handling conversation accross emails, calls and multiple apps, it helped us organize everything into tickets that we could track, through assigning it to different agents, plus it gave us response timelines.
How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.
Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations.
How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.
Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations.
Insurance
Feature-Rich, but Pricing, Complexity, and Performance Issues Hold It Back
Reviewed on May 14, 2026
Review provided by G2
What do you like best about the product?
Easy-to-use interface that requires minimal training
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
What do you dislike about the product?
Pricing increases quickly when adding advanced features or more agents
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
What problems is the product solving and how is that benefiting you?
Improves cross-team collaboration with integrations like Slack and Microsoft Teams
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Telecommunications
Amazing Ticket Support Platform
Reviewed on May 11, 2026
Review provided by G2
What do you like best about the product?
I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great.
What do you dislike about the product?
Nothing. I feel it’s an excellent product for what it offers.
What problems is the product solving and how is that benefiting you?
Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization.
Computer Software
Helpful for Resolving Customer Tickets
Reviewed on May 08, 2026
Review provided by G2
What do you like best about the product?
Its helpful in resolving customer tickets
What do you dislike about the product?
The performance is slow when many customer tickets arrive
What problems is the product solving and how is that benefiting you?
Its neat and clean, easily understandable
E-Learning
All-in-One Ticketing That Keeps Our Teams Coordinated
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.
What do you dislike about the product?
Maybe they could have more grouping options like folders to group similar issues.
What problems is the product solving and how is that benefiting you?
Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.