Freshdesk

Turn shared support email into organized tickets and workflows

Last checked: September 9, 2026

Our Take

Freshdesk is a practical starting point for a team moving from a shared support mailbox to tickets, ownership and reporting.

Core ticket and shared-inbox workflow
Customer portal and knowledge base

Advanced routing requires higher tiers
AI usage is an additional budget item

Best for:

Solo usersSmall teamsGrowing businesses

Best use case: Assigning customer emails as tickets with internal collaboration and response-time tracking.

A solo support operator can begin with ticketing; teams benefit from shared ownership and routing.

Read the full assessment

Freshdesk is a practical starting point for a team moving from a shared support mailbox to tickets, ownership and reporting. Growth covers the basic operating workflow; Pro matters when several languages or SLA policies need coordination. Keep the first rollout focused on queues, response templates and a useful knowledge base. Treat AI sessions and Copilot seats as separate budget decisions, especially after the one-time evaluation allowance is exhausted.

Strengths

Core ticket and shared-inbox workflow
Customer portal and knowledge base
Clear progression in routing and reporting
Mobile apps and integration options

Tradeoffs

Advanced routing requires higher tiers
AI usage is an additional budget item
Evaluation sessions do not renew monthly
Omni features are a separate product scope

Who it suits

Email-first support teams
Businesses formalizing ticket ownership
Teams needing a customer knowledge base

About Freshdesk

Freshdesk is Freshworks’ helpdesk for organizing customer-support tickets. A team can work from a shared inbox, assign requests, collaborate in internal threads and publish a customer portal or knowledge base. Routing, SLAs and reports help managers keep track of service work. Growth covers the core helpdesk, while Pro adds multilingual support, custom reporting and more routing controls. Enterprise adds deeper security and operational features. Freddy AI services are available with separate consumption or seat charges; the broader Freshdesk Omni product has its own packaging and pricing.

Pricing & Plans

Prices use the currency shown. Tax, usage limits and billing terms vary by provider.

Save up to 17%

Recommended

Growth

$23/agent/mo

Core Freshdesk plan for ticketing and shared inbox workflows.

ticketing/shared inbox
customer portal and knowledge base
out-of-the-box analytics/reporting
threads and tasks

Full plan details & limits

Core Freshdesk plan for ticketing and shared inbox workflows.

USD 23/month per agent

roles and permissions
Freddy AI Agent evaluation allowance
500 AI Agent sessions once per account, not every month

Pro

$66/agent/mo

Mid-tier Freshdesk plan with multilingual and routing enhancements.

Everything in Growth
multilingual help desk
custom dashboards/reporting
intelligent routing

Full plan details & limits

Mid-tier Freshdesk plan with multilingual and routing enhancements.

USD 66/month per agent

multiple SLA policies
external collaborators
Freddy AI Agent evaluation allowance
500 AI Agent sessions once per account, not every month

More plans, volume options & API pricing (1)

Enterprise

$107/agent/mo

Top-tier Freshdesk plan with security, sandbox, and advanced routing features.

Everything in Pro
Freddy AI Insights
skill-based routing
sandbox

Full plan details & limits

Top-tier Freshdesk plan with security, sandbox, and advanced routing features.

USD 107/month per agent

audit logs
allowed domains/IP whitelisting
Freddy AI Agent evaluation allowance
500 AI Agent sessions once per account, not every month

View full pricing details

Everything you need to know

Explore more details about Freshdesk.

FeaturesTicketing, Shared inbox, Internal threads and tasks + more.

Ticketing
Shared inbox
Internal threads and tasks
Customer portal
Knowledge base
Multilingual help desk
Collaborator access
Routing
SLA controls
Freddy AI Agent
Freddy AI Insights
Out-of-the-box analytics/reporting
Custom dashboards/reporting
Intelligent routing
Multiple SLA policies
Sandbox
Audit logs
Allowed domains/IP whitelisting

RatingsG2: 4.4/5, Capterra: 4.5/5, Apple App Store: 4.5/5

G2Freshdesk4.4/5 · 3,733
Source Checked September 8, 2026
CapterraFreshdesk4.5/5 · 3,471
Source Checked September 8, 2026
Apple App Store (US)Freshdesk4.5/5 · 2,968
Source Checked September 8, 2026

Customer ratings from the linked platforms, separate from our recommendations. Scores and counts can change; each platform uses its own review process.

Integrations & connectionsHow Freshdesk fits into your workflow

Slack, Google Calendar, Atlassian Jira Plus Sync, Freshsales Suite, Connector Apps, WhatsApp, Shopify, Mailchimp, Zoom, Facebook, Twitter

Platforms & availabilityCloud web application · iOS app · Android app

Freshworks

Free plan: Not listed for this product. Free trial: Available; check eligibility with the provider.

Cost considerationsBilling, usage limits and additional fees

Freshdesk USD seat prices: Growth $23 monthly or $19/agent/month billed annually; Pro $66 or $55; Enterprise $107 or $89. Annual figures are monthly equivalents, not verified invoices. The first 500 Freddy AI Agent sessions are a one-time allowance per account; extra sessions cost $49/100. Copilot on Pro/Enterprise is $35/agent/month or $29 with annual billing. Day passes cost $2 Growth, $7 Pro and $12 Enterprise; connector tasks cost $80/5,000. The 14-day trial provides Enterprise access, after which a paid plan is required. Freshdesk Omni is separate.