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Cloud help desk and customer support software with omnichannel ticketing
Freshdesk is Freshworks' cloud customer support platform that turns incoming requests from every channel — email, chat, phone, social, and messaging — into organized tickets a team can resolve efficiently. A shared inbox, ticket routing, canned responses, and SLA management keep queues moving, while collaboration features like shared ownership and parent-child ticketing help teams handle complex issues without dropping the ball.
Automation and self-service are central to keeping support scalable. Freshdesk automates ticket assignment, prioritization, and repetitive actions with rules and scenario automations; a knowledge base and customer portal deflect common questions; and Freddy AI adds an AI agent for automated resolution plus a copilot that suggests replies and summarizes tickets for agents. Analytics and dashboards surface CSAT, resolution times, and agent performance, and the omnichannel edition (Freshdesk Omni) unifies conversations across channels in one workspace.
Freshdesk serves SMB to mid-market and enterprise support teams that want strong functionality at approachable prices, with a generous free plan and roles, security, and controls at higher tiers. It integrates with Slack, Salesforce, Shopify, Jira, and hundreds more via a marketplace and APIs. Pricing is per agent per month on annual terms — a Free plan plus Growth, Pro, and Enterprise tiers — with the omnichannel Omni edition and Freddy AI copilot priced separately. It competes with Zendesk, Zoho Desk, Help Scout, and Intercom, differentiating on value and ease of adoption.
Pricing Model
Per agent, subscription
Starting Price
$19/mo
Free Options
Free version, Free trial
For small teams; core help desk for up to 2 agents.
Per agent billed annually. For growing teams.
Per agent billed annually. For larger teams.
Per agent billed annually. Adds control and AI.
| Feature | Free | Growth | Pro Popular | Enterprise |
|---|---|---|---|---|
| Email and social ticketing | — | — | — | |
| Knowledge base | — | — | — | |
| Ticket dispatch | — | — | — | |
| Prebuilt reports | — | — | — | |
| Up to 2 agents (extended free) | — | — | — | |
| Automations | — | — | — | |
| Collision detection | — | — | — | |
| SLA management | — | — | — | |
| Marketplace apps | — | — | — | |
| Business hours | — | — | — | |
| Everything in Growth | — | — | — | |
| Custom roles | — | — | — | |
| Advanced automations | — | — | — | |
| Multiple products | — | — | — | |
| Custom reports and dashboards | — | — | — | |
| Skill-based routing | — | — | — | |
| Audit logs | — | — | — | |
| Sandbox | — | — | — | |
| Approval workflows | — | — | — | |
| Freddy AI (add-on ready) | — | — | — |
Other
CRM
Finance
DevOps
Communication
Missing an integration?
API Types
SDK Availability
Verify SDK availability in vendor's documentation.
Developer Features
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Compliance Standards
SOC 2 Type II
EnterpriseISO 27001
EnterpriseGDPR Compliant
GlobalHIPAA
HealthcarePCI DSS
FinanceCCPA
PrivacyFedRAMP
GovernmentCSA STAR
CloudDeployment & Data
Data Residency Options
Verify with vendor for your specific region requirements.
Customer service and engagement platform with omnichannel ticketing
AI-first customer service platform with the Fin AI agent
Shared inbox, help center, and chat for customer support.
The customer communication platform with a shared inbox.
