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Freshdesk

Freshdesk is a cloud help desk that lets support teams handle customer tickets from a shared inbox, customer portal and knowledge base, with AI agents and a copilot for faster resolutions.

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By Freshworks

freshworks.com

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Overview

Teams receive customer requests by email and through a customer portal, then prioritize, assign and track tickets with business rules, automations and SLA policies, collaborating through internal threads and linked tasks. Freddy AI Agent can resolve email conversations, and the optional Freddy AI Copilot add-on on Pro and Enterprise drafts replies, summarizes conversations and translates them live. Reports and dashboards show service performance. Higher plans add a multilingual help desk, intelligent and skill-based routing, sandbox and audit logs.
More product details

Product

Solution Kind
Application

Features

Ticket Management

Prioritize, assign and track customer tickets from a shared inbox, with internal threads and linked tasks.

Categories: Help Desk

Knowledge Base Management

Publish knowledge base articles in a customer portal where customers self-serve and submit tickets.

Automated Routing

Route tickets with business rules; round-robin and load-balanced assignment on Pro and Enterprise, skill-based assignment on Enterprise.

Categories: Help Desk

Alerts/Escalation

Automate follow-ups and escalations with time-based and event-based triggers.

Service Level Agreement (SLA) Management

Create multiple SLA policies for different customers, shifts and products on Pro and Enterprise.

Categories: Help Desk

Support Ticket Management

Prioritize, assign and track customer tickets from a shared inbox, with internal threads and linked tasks.

Workflow details

Intake Channels
  • Email
Routing Methods
  • Business rules
  • Round-robin ticket assignment
  • Load-balanced ticket assignment
  • Skills
SLA Policies
Yes
Knowledge Portal
Yes
Ticket AI Actions
  • Text generation
  • resolve

Pricing

Common pricing conditions

Applies to: Growth · Pro · Enterprise

Trial Auto Charge
No
Trial Available
Yes
Trial Days
14
Trial is free
Yes

Growth

USD 19 / agent / monthBilled annually

USD 19 / agent / month

Billed annually

Add On Fees
  • Additional AI Agent sessions (per 100 sessions)

    USD 49

  • Day pass (per agent per day)

    USD 2

  • Connector app tasks (per 5,000 tasks)

    USD 80

  • MCP actions (per 1,000 actions)

    USD 15

Plan details & limits

Business Model
  • Subscription
Limits
  • MCP actions per year

    1,200

Pro

USD 55 / agent / monthBilled annually

USD 55 / agent / month

Billed annually

Add On Fees
  • Freddy AI Copilot (per agent per month, billed annually)

    USD 29

  • Additional AI Agent sessions (per 100 sessions)

    USD 49

  • Day pass (per agent per day)

    USD 7

  • Connector app tasks (per 5,000 tasks)

    USD 80

  • MCP actions (per 1,000 actions)

    USD 15

Plan details & limits

Business Model
  • Subscription
Limits
  • MCP actions per year

    6,000

  • External collaborators included

    5,000

Enterprise

USD 89 / agent / monthBilled annually

USD 89 / agent / month

Billed annually

Add On Fees
  • Freddy AI Copilot (per agent per month, billed annually)

    USD 29

  • Additional AI Agent sessions (per 100 sessions)

    USD 49

  • Day pass (per agent per day)

    USD 12

  • Connector app tasks (per 5,000 tasks)

    USD 80

  • MCP actions (per 1,000 actions)

    USD 15

Access in this plan

Sandbox
Yes

Plan details & limits

Business Model
  • Subscription
Limits
  • MCP actions per year

    12,000

  • External collaborators included

    5,000

Technical details

AI

AI usage conditions
Usage unit
Usage allowance
Usage conditions
  • Growth, Pro and Enterprise each include 500 free Freddy AI Agent sessions, once per account; additional sessions are $49 per 100 sessions and expire with the payment cycle.
  • An Email AI Agent session is a 72-hour window starting from the customer's first email; all AI replies in that window count as one session.
Input Modalities
  • Text
Output Modalities
  • Text
Use Cases
  • Sentiment analysis
  • Translation
  • Text summarization
  • Text generation

Deployment

Delivery Models
  • Cloud (SaaS)

Security

Access Models
  • Role based
Encryption At Rest
Yes
Encryption In Transit
Yes
SSO Protocols
  • SAML

Reviews

User experiences, moderated before publication. Review policy

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