Freshdesk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Freshdesk

4.5

(3396)

FrontRunner 2026

Pricing

Starting at $19.00 per month

About Freshdesk

Freshdesk is a cloud-based customer service solution that helps businesses resolve customer queries across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers and monitor key performance metrics with powerful analytics.

Additionally, the platform offers powerful analytics and reporting capabilities, allowing businesses to gain valuable insights and make data-driven decisions to optimize their customer service.

Freshdesk Screenshots

Freshdesk Pricing and Plans

Starting price: $19.00 per month

Free Trial

Free Version

Freshdesk Growth

$19.00

per user, per month

Plan includes:

Help Desk and Ticketing
OOB analytics and standard reports
Self-service knowledge base
Security, routing, SLA

Freshdesk Pro

$55.00

per user, per month

Plan includes:

Collaborators Multilingual help desk
Freddy AI
Custom real-time dashboard - Agent availability dashboard
Multilingual translations - Full portal customization
Business hours - Multiple SLA policies

Freshdesk Enterprise

$89.00

per user, per month

Plan includes:

Multilingual Help Desk
Skill-based ticket assignment
Agent shifts and out of office scheduler
JWT authentication
Audit logs
Allowed domains and IP whitelisting
Sandbox

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Freshdesk Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Freshdesk
Activity Tracking
AI Copilot
Alerts/Notifications
Analytics
API
Archiving & Retention
Assignment Management
Automated Responses
Automatic Call Distribution
Call Center Management
Call Monitoring
Call Recording
Call Routing
Canned Responses
Case Management
Catalog Management
Chatbot
Chat/Messaging
Communication Management
Computer Telephony Integration
Conferencing
Contact Management
Content Creation
Content Management
CRM
Customer Communication
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Portal
Customer Segmentation
Customer Support
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions/Forums
Drag & Drop
Email Management
Email Templates
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Inbox Management
Incident Management
Interaction Tracking
Issue Auditing
Issue Management
Issue Tracking
IT Asset Management
IVR
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Mobile App
Monitoring
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
On-Demand Recording
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Project Management
Queue Management
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Monitoring
Real-Time Updates
Recurring Issues
Remote Access/Control
Reporting & Statistics
Role-Based Permissions
Routing
Rules-Based Workflow
Screen Sharing
Search
Search/Filter
Sentiment Analysis
Session Recording
Single Sign On
Social Media Integration
Social Media Monitoring
SSL Security
Summary Reports
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Templates
Text Editing
Third-Party Integrations
Ticket Management
Widgets
Wiki

Freshdesk Integrations

Slack

Integration rated 4.8 from 31 reviews

Gmail

Integration rated 4.8 from 19 reviews

Jira

Integration rated 4.2 from 12 reviews

Microsoft Teams

Integration rated 4.7 from 12 reviews

Salesforce Sales Cloud

Integration rated 3.4 from 12 reviews

Freshchat

Integration rated 4.4 from 11 reviews

See all 75 integrations

Freshdesk User Reviews

Overall Rating

4.5

Ratings Breakdown

59%

35%

Secondary Ratings

Ease of Use

4.5

Value for money

4.4

Customer support

4.5

Functionality

4.3

Desiree G.

Verified reviewer

Health, Wellness and Fitness

51-200 employees

Used daily for less than 6 months

Review source

Reviewed January 2026

Don't expect customer support.

Previously 5

NOT great. At first things were good. Started getting overcharged and customer support either couldn't or wouldn't fix the issue.

Ratings Breakdown

Ease of use

Value for money

Previously 4

Customer support

Previously 5

Functionality

Pros:

The product works as it should most of the time. It's great for a bigger business. App runs smoothly once installed.

Cons:

Horrible customer support. Ended up charged for more than what we needed. Nobody wanted to fix the issue. The price is steep as it is without being charged extra for un needed things. You are bounced from person to person none of which seem to care or want to fix things. Ended up having to cancel the card they charge.

Richard R.

Verified reviewer

Real Estate

11-50 employees

Used daily for less than 12 months

Review source

Reviewed March 2025

Freshdesk - A breath of Fresh Air

Good from the outset, initial support was good, but after that, it disappeared, but by then we were working on a basic ticketing system and fleshing out the details to give a more in-depth service catalog.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of setup, basic functionality and overall features straight out of the box, made setting up very easy.

Cons:

Limited functionality, there is a more advanced product that is ITIL compliant and the limitations have taken some time to work out how to do in the lower-level product.

Reasons for choosing Freshdesk

Whilst it would have been our change as we use Zooh CRM, the group solution was in the end the best place for our desk

Reasons for switching to Freshdesk

Group usage of Freshdesk and the costs/Features

David S.

Verified reviewer

Real Estate

11-50 employees

Used daily for more than 2 years

Review source

Reviewed January 2026

Solid Starter Support Software

Previously 5

It's fine. To be frank, we're looking for alternatives that are a better fit for our simple needs and support more targeted enhancements / integrations.

Ratings Breakdown

Ease of use

Value for money

Previously 5

Customer support

Previously 5

Functionality

Previously 5

Pros:

It's basic but it gets the job done. Has the functionality we need for multiple teams to manage our ticket volume.

Cons:

They keep increasing the pricing. Their feature enhancements aren't very useful. The ones I care about aren't a la carte and come with a bunch of other features at higher tiers that I don't really care about.

Pedro F.

Verified reviewer

Marketing and Advertising

51-200 employees

Used daily for less than 2 years

Review source

Reviewed November 2025

Basic functionality but lacks modern features and integration flexibility

Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately, the absence of modern AI features and the limited, clunky integration options make it challenging to build an efficient workflow. For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The interface is relatively straightforward to navigate, and the ticket management system covers basic helpdesk functionalities. The email ticketing works reliably for standard support requests.

Cons:

Freshdesk has failed to modernize with the times and lacks meaningful AI capabilities that competitors now offer. The integrations are clunky and limited, making it difficult to connect with other tools in our stack. The platform feels dated compared to newer alternatives.

Natale M.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for less than 2 years

Review source

Reviewed July 2025

FreshDesk Review

It helped our organization for awhile to maintain history of communication and notes with clients throughout our team. Helped with job tracking and making sure tickets don't go unanswered.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It made communication history with clients very easy to track and share with other team members if it needed to be transferred. We used the notes frequently for additional information not visible to the client.

Cons:

The interface is a bit convoluted, some functionality is not easy to find, also we found it to be very hit or miss with custom rules.

Reasons for switching to Freshdesk

Kayako was not working well enough for us and their pricing increased so we switched to another service.

Abid P.

Verified reviewer

Education Management

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed April 2025

Superb and easy to use IT helpdesk

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Simple to set up and get started. Easy for users to log tickets and keep informed via the portal and email workflow.

Cons:

I would prefer if they had a stronger back end from the agent perspective. Make it easier to customise the support portal, but also contact the Freshdesk support team.

Reasons for choosing Freshdesk

Look and feel, cost, ease of use and ease of implementation

Abdulaziz A.

Verified reviewer

Banking

51-200 employees

Used daily for less than 12 months

Review source

Reviewed April 2025

Excellent Support Experience

Freshdesk has completely streamlined our customer‑support process. Our agents love how easy it is to triage and resolve tickets, and management appreciates the real‑time dashboards for SLA tracking. Even with a small learning curve on some analytics features, our team was up and running within days—and customer satisfaction scores have never been higher

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Automation workflows (ticket assignments, canned responses) save hours every week Built‑in knowledge base empowers customers to self‑serve, cutting down support volume

Cons:

A few of the more advanced report filters take a couple clicks too many to access

Reasons for choosing Freshdesk

Supervisor” automation (auto‑assignment, SLA triggers, time‑based escalations) is included even on lower‑tier plans—whereas in Intercom or HubSpot you pay extra just to unlock simple workflow builders.

brian m.

Verified reviewer

Accounting

2-10 employees

Used daily for less than 2 years

Review source

Reviewed June 2025

Freshdesk is a great alternative to Zendesk

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Freshdesk has a great free plan which includes live chat and other support features for an easy work flow.

Cons:

The paid plans can be quite limited and expensive depending on the option and how many user seats are included.

Reasons for switching to Freshdesk

Zendesk got too complicated and pricing went up.

Verified

Reviewer

Information Technology and Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed September 2024

Thums up Freshdesk- overall great experience with freshdesk.

Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Cons:

GUI of this product, Freshdesk can better with it.

Reasons for switching to Freshdesk

Cost, customer support, customize reports and alerts, very easy user interface.

Michael A.

Verified reviewer

Marketing and Advertising

2-10 employees

Used weekly for less than 12 months

Review source

Reviewed July 2025

We liked Freshdesk for issue creation and tracking

We needed a basic helpdesk system for a furniture retail back office, and Freshdesk was a good fit for creating tickets, assigning them to resources, and tracking them to resolution.

Ratings Breakdown

Ease of use

Functionality

Pros:

Good value for money. Relative ease of use. Feature set of the starting tier was sufficient for our modest needs.

Cons:

I couldn't remember anything in particular that was a genuine "con" for us with Freshdesk. The price for the features was good.

Reasons for choosing Freshdesk

We found Freshdesk to be better value for money.

Showing 1 - 10 of 3396 Reviews

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