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.
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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
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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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AI generated from product descriptions
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.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with unified agent workspace for complete customer context
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for continuous monitoring and improvement of service metrics
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
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Customer reviews
Vijaysing P.
Freshdesk Ticket Management Made Easy with Automation and Reporting
Reviewed on Jun 11, 2026
Review provided by G2
What do you like best about the product?
The main thing that I love about Freshdesk is the ticket management system since it allows for easier organization, prioritization, and resolution of customer support issues. This ticket management system is supported by various automation tools, reporting options, and collaborative options.
What do you dislike about the product?
nothing to add this time from my side everything seem fine
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the problem of handling customer support queries from different communication channels with its all-in-one software platform. It integrates ticketing, communication, and support processes into one system that increases the efficiency of the processes involved and leads to improved customer support experiences.
Bibi A.
Great Platform for Ticket Management and Team Collaboration
Reviewed on Jun 07, 2026
Review provided by G2
What do you like best about the product?
Freshdesk is easy to use and helps manage customer queries efficiently. I like how it keeps all tickets organized in one place, making it simple to track issues, collaborate with teams, and provide timely support to customers.
What do you dislike about the product?
"Sometimes Freshdesk can be a bit slow when loading tickets, and finding specific information across multiple tickets can take extra time. Some features also require several clicks to access, which could be streamlined for a smoother experience."
What problems is the product solving and how is that benefiting you?
"Freshdesk helps us manage and track customer queries efficiently in one place. It makes it easier to assign tickets, monitor progress, maintain communication history, and ensure timely resolutions. This improves productivity, helps provide better customer support, and reduces the chances of missing customer requests."
DEEPAK M.
Easy Setup, Great Pricing, and Straightforward Approval Workflows
Reviewed on Jun 05, 2026
Review provided by G2
What do you like best about the product?
Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable.
What do you dislike about the product?
I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software.
What problems is the product solving and how is that benefiting you?
As I already mentioned, Freshdesk has improved my working capability in a measurable way. I created a ticketing and workflow system to take approvals and receive work requests from users through tickets, and that has been very beneficial for me.
NightWing T.
Intuitive, Flexible, and Easy to Use
Reviewed on May 28, 2026
Review provided by G2
What do you like best about the product?
The options and flexibility it provides. It is intuitive and easy to use.
What do you dislike about the product?
There is nothing to dislike so far. Maybe more options for reports?
What problems is the product solving and how is that benefiting you?
It is helping us track tickets and requests, but also connects to our PDQ
Neelakshi S.
A support tool that quietly made our response process less chaotic, smooth, flexible, an
Reviewed on May 27, 2026
Review provided by G2
What do you like best about the product?
What stood out to me first was how quickly the team adapted to it without much training. We muved from shared in boxes and scattered chats into Freshdesk, and suddenly it became easier to track who replied to what and which issues for still hanging. They are automation rules saved us more time than expected, especially for repetitive request that used to eat up half of the day.
What do you dislike about the product?
Reporting is useful though few dashboards felt limited unless you spend time customizing them properly. Also if your team grows quickly managing notifications can become no IC unless you find tune everything early on.
What problems is the product solving and how is that benefiting you?
Now the team has a clearer system for ownership and follow ups. Customers get faster replies, internal communication is cleaner, and it's easier to spot recurring issues instead of reacting to everything manually each day. Freshdesk helped us bring structure to customer support without making the process feels robotic. Before using it, requests came from email, chat and social platforms separately, which led to delayed responses andd duplicate work.