Freshdesk is customer service software for bringing support conversations into a shared inbox and managing them through ticketing, automation, and case management. It supports email, web forms, chat, social networks, and messaging apps, alongside a help center and customer portal. Teams can use SLA management, workflow actions, and service analytics, with analytics customization available. The helpdesk supports multiple languages, and Freddy AI Copilot translates conversations and responses in 60+ languages. Role-based permissions define what agents can see and do; authentication options include SAML single sign-on and JWT. API access is available, while Enterprise adds audit logs, allowed domains, and IP whitelisting. The free program is for 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; extra sessions cost $49 per 100.
Who it is for
Freshdesk suits teams that need a shared place to manage customer requests across several channels. Its free program covers 1–2 agents for six months, while paid plans offer features including customized portals, advanced ticketing, and additional security controls.
What is good
- Shared inbox, ticket automation, and case management
- Supports web, email, chat, and social channels
- Freddy AI Copilot translates in 60+ languages
- Role-based permissions and API access
- 14-day trial available
What to know first
- Free program lasts six months
- Free program is limited to 1–2 agents
- Paid plans start at $19 per agent monthly, billed annually
- Extra AI sessions cost $49 per 100
Verdict
Freshdesk combines multi-channel ticket management with customer-facing help resources and service workflows. Check the plan details for agent coverage, security controls, and included AI sessions before choosing.
Freshdesk plans and pricing
All plansCompared on help desk software
- Free plan
- No
- Paid from
- $19/mo
- Supported channels
- Web Chat, WhatsApp, Facebook, Instagram, Messenger, LINE, email, web forms, support portals
- Workflow actions
- Yes
- Human handoff
- Yes
- Multilingual support
- Yes
- API access
- Yes
