Freshdesk, part of the Freshworks suite, is a customer support platform serving over 60,000 businesses. It handles inbound support tickets from email, web forms, phone, and social channels in a shared inbox with automation and routing rules.
The free plan supports up to 2 agents with basic ticketing. Growth at $15/agent/month adds automation, SLA management, and basic reporting. Pro at $49/agent/month includes round-robin assignment and CSAT surveys. Enterprise at $79/agent/month adds custom agent roles, audit logs, and skill-based routing.
Freshdesk’s strengths are pricing and ease of setup. It is significantly cheaper than Zendesk at equivalent feature tiers, and setup typically takes hours rather than days. The self-service portal with knowledge base reduces ticket volume for teams that build it out.
Freddy AI provides suggested responses, ticket summarization, and sentiment analysis — sold as an add-on at approximately $29/agent/month rather than bundled into base plans.
Omnichannel support (chat, messaging, phone) is sold separately through Freshdesk Omni from $29/agent/month, which can make full-featured deployments more expensive than base pricing implies.