Sold by: Freshworks Inc.
Deployed on AWS
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Vendor Insights
Freshdesk is an advanced ticketing solution that enables businesses to streamline and manage support operations at any scale.
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.
Details
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Delivery method
Deployed on AWS
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Pricing
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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.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
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.
Custom pricing options
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Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
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
AWS infrastructure support
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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Customer reviews
Ayobami S.
Freshdesk: Streamlining Customer Support
Reviewed on Jun 01, 2025
Review provided by G2
What do you like best about the product?
Clean interface, easy ticket management, and strong automation features that save time. The reporting tools and self-service options are also very useful.
What do you dislike about the product?
Some features feel limited without higher-tier plans. Reporting can be rigid, and the mobile app isn’t always reliable. Occasional lags during peak usage.
What problems is the product solving and how is that benefiting you?
Manage customer interaction and engagement logs
Leave a comment0 comments
manoj k.
It really helps to keep track of my tasks and support tickets.
Reviewed on May 30, 2025
Review provided by G2
What do you like best about the product?
The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time.
What do you dislike about the product?
Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers.
Computer Software
Could be way better!
Reviewed on May 30, 2025
Review provided by G2
What do you like best about the product?
Having a customer portal where they can submit tickets, access the knowledge base & track their tickets.
What do you dislike about the product?
The portal needs to be more customisable easily rather than needing an engineer to customize it every time.
What problems is the product solving and how is that benefiting you?
Helping us connect with our user base & triaging their complaints etc. This creates a sense of trust on the brand image.
Priteeranjan D.
Freshdesk makes Support works simple and scalable
Reviewed on May 28, 2025
Review provided by G2
What do you like best about the product?
It's user-friendly, which made onboarding our team a breeze. The automation features like ticket routing, canned responses, and SLAs help us save time and stay organized. We also love how it centralizes communication across email, chat, and phone — making support seamless.
What do you dislike about the product?
The mobile app feels limited compared to the desktop version, especially for admins. Some of the more advanced tools and reports are locked behind higher-tier plans, which adds cost as we scale. Initial setup for deeper automation also had a learning curve.
What problems is the product solving and how is that benefiting you?
It helps us manage high volumes of customer inquiries without losing track or missing deadlines. It centralizes support from multiple channels, so we don’t need to juggle between platforms.
Rejoy R.
Customer of helpdesk for past 5 years
Reviewed on May 28, 2025
Review provided by G2
What do you like best about the product?
Simple and understandable UI for everyone
What do you dislike about the product?
Pricing is bit on higher side , not much offers for existing customers
What problems is the product solving and how is that benefiting you?
Ticketing system helpes track down past issues and also have a track on open issuesn