Freshdesk 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Freshdesk

4.5

(3395)

FrontRunner 2026

Pricing

Starting at $19.00 per month

About Freshdesk

Freshdesk is a cloud-based customer service solution that helps businesses provide effortless service 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 improve their customer service.

Freshdesk Screenshots

Freshdesk Pricing and Plans

Starting price: $19.00 per month

Free Trial

Free Version

Free Program

Pricing available upon request

Plan includes:

Integrated Ticketing Across Email and Social: Manage all your customer communications in one place
Ticket Dispatch: Automatically assign tickets to the right agents
Knowledge Base: Create a self-service portal for your customers
Ticket Trend Report: Analyze ticket patterns and improve support
Out-of-the-Box Analytics and Reporting: Access pre-built reports and dashboards

Freshdesk Omni (Growth)

$29.00

per user, per month

Plan includes:

Omnichannel helpdesk: - Freshdesk Command Centre - Unified workspace - Ticketing - Customer portal and knowledge base
Freddy AI - AI agents - Conversational AI, Vertical AI, Agentic Workflows (First 500 sessions included. $49 per 100 sessions)
Analytics: - Standard reports and real-time dashboards
Security, routing, SLA: - Role-based access control - SSO

Freshdesk Omni (Pro) - Recommended

$79.00

per user, per month

Plan includes:

Omnichannel helpdesk: - Everything in Freshdesk Omni Growth plus - Multilingual helpdesk - Assignment (IntelliAssign, load-based, round robin)
Freddy AI - AI agents (First 500 sessions included. $49 per 100 sessions) - AI Copilot ($29 per agent/month billed annually)
Analytics: - Everything in Freshdesk Omni Growth plus - Custom real-time dashboard - Agent availability dashboard
Self-service: - Multilingual translations - Full portal customization
Security, routing, SLA: - Everything in Freshdesk Omni Growth plus - Business hours - Multiple SLA policies

Freshdesk Omni (Enterprise)

$119.00

per user, per month

Plan includes:

Omnichannel helpdesk: - Everything in Freshdesk Omni Pro plus - Skill-based assignment
Freddy AI - Everything in Freshdesk Omni Pro plus - AI Insights - Proactive insights, Converstional insights
Analytics: - Everything in Freshdesk Omni Pro plus - Custom object analysis
Self-service: - Everything in Freshdesk Omni Pro plus - Approval workflow - Flexible knowledge base hierarchy
Security, routing, SLA: - Everything in Freshdesk Omni Pro plus - Agent shifts - JWT authentication - Allowed domains and IP whitelisting

Freshdesk Email and Ticketing (Growth)

$19.00

per user, per month

Plan includes:

Help Desk and Ticketing: - Ticketing - Shared inbox - Threads and tasks - Customer portal
Analytics: - OOB analytics and standard reports
Self-service: - Knowledge base
Security, routing, SLA: - Role-based access control - SSO - Ticket dispatch

Freshdesk Email and Ticketing (Pro)

$55.00

per user, per month

Plan includes:

Help Desk and Ticketing: - Everything in Freshdesk Growth plus - Collaborators Multilingual help desk
Freddy AI - AI agents (First 500 sessions included. $49 per 100 sessions) - AI Copilot ($29 per agent/month billed annually)
Analytics: - Everything in Freshdesk Growth plus - Custom real-time dashboard - Agent availability dashboard
Self-service: - Multilingual translations - Full portal customization
Security, routing, SLA: - Everything in Freshdesk Growth plus - Business hours - Multiple SLA policies

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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.

Trent B.

Verified reviewer

Telecommunications

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2025

The Omnichannel Tool You'll Need

Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshdesk was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received.

Cons:

The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel.

Reasons for choosing Freshdesk

Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most.

Reasons for switching to Freshdesk

We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system.

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.

Graziana C.

Verified reviewer

Retail

11-50 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Streamlining Customers Assistance and Request from Freshdesk

Freshdesk is completely intentional in managing and centralizing customer support The program has effectively managed tickets, which speeds the response time to customers Freshdesk has an outstanding self service support, which gives immediate answers to customers

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues I like the multi channel nature or support that Freshdesk has, which brings all communication together Freshdesk has a supportive collaboration tool, something that improves teamwork

Cons:

I don’t like the price concept from Freshdesk, where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic

Andrew Y.

Verified reviewer

Electrical/ Electronic Manufacturing

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2025

Freshdesk, the best CSM tool to use

We love Freshdesk and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshdesk has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient. Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!

Cons:

Since we started using Freshdesk we really only had one or two hiccups. Each time, their support team was able to assist and guide us to get everything resolved in a timely manner. The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two. It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic.

Reasons for choosing Freshdesk

The price was better going with Freshdesk and the initial setup with Freshdesk was able to completed within 1 or 2 working days where the other product was going to take much longer

Carissa L.

Verified reviewer

Food Production

11-50 employees

Used daily for less than 2 years

Review source

Reviewed June 2025

A great asset for our growing company

Overall, I’m really happy that we have Fresh Desk. We use it for both our phone and our email inquiries. It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I really like Fresh Desk because as a growing company we were finding it hard to manage the volume of customer request we were getting Fresh Desk makes things so much more organized and allows. Our team members to work better together on who’s helped too and get things resolved quickly.

Cons:

The only thing I really don’t like about Fresh Desk are the fact that you can’t have part-time team members they have to be the same price as full-time team members and I do find the Support to be a little bit difficult to work with when we’ve needed help with issues

Reasons for choosing Freshdesk

Better price and worked better for our needs we needed a phone

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.

Patricia H.

Verified reviewer

Education Management

11-50 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

A support tool that helps to maintain order in communication.

Being a Program Director of various academic programs, I consider Freshdesk to be effective in addressing inquiries and internal support requests. It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions.

Ratings Breakdown

Ease of use

Functionality

Pros:

I like the fact that conversations can be allocated, monitored and sorted without necessarily having to follow up every now and then.

Cons:

There are more advanced features that seem to be overbuilt to the small teams and require time to set up correctly.

TouFue M.

Verified reviewer

Real Estate

51-200 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Freshdesk a must for IT

Overall, I feel Freshdesk does the job greatly for what our company needs. Submitting ticket, creating knowledge base, setting up canned response all are great features to have.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The most I like about Freshdesk is the simplicity of using it when dealing with end users. Being able to categorize our tickets based on help desk or projects made it easy for us techs to deploy what needs to be done and to who.

Cons:

One thing I like the least about Freshdesk is the dashboard interface feels a bit bland. Having the options customize would be great.

Julie R.

Verified reviewer

Building Materials

51-200 employees

Used daily for less than 6 months

Review source

Reviewed January 2026

Freshdesk customer service

Overall my experience with Freshdesk has been a positive one. Being able to see tickets for customer issues gathered from all sources makes it easier to catch it all.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Freshdesk give an incredible insight into what we are doing good and what we can work on form our clients.

Cons:

What I liked lest is the overall scope of features. I am however newly navigating it. So time will tell.

Showing 1 - 10 of 3395 Reviews

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