Freshdesk is customer service software for organizing support across email, web forms, chat, social channels, and messaging apps. Its shared inbox, ticket automation, case management, SLA management, and workflow actions help teams handle requests. Customers can use a help center and portal, while service analytics can be customized. The helpdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Role-based permissions define agent access; authentication options include SAML single sign-on and JWT, and API access is available. Enterprise adds audit logs, allowed domains, and IP whitelisting. The Free program is 0.00 USD per free for 1–2 agents for six months. Growth costs 19.00 USD per month, billed annually, with Pro at 55.00 USD per month and Enterprise at 89.00 USD per month, also billed annually. A 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100.
Who it is for
It suits customer service teams managing conversations across several channels and requiring ticket workflows, a help center, or a customer portal. Multilingual teams may find the translation features relevant.
What is good
- Shared inbox and ticket automation
- Customer portal and help center included
- Freddy AI Copilot translates in 60+ languages
- Role-based permissions and API access
- Free program covers 1–2 agents for six months
What to know first
- Free program is limited to six months
- Paid plans start at $19 per agent monthly, billed annually
- Extra AI Agent sessions cost $49 per 100
Verdict
Freshdesk combines multichannel ticket handling with automation, customer self-service, and language support. Teams should account for the six-month Free program limit and the separate charge for AI sessions beyond the included allowance.
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
