Freshdesk

What is Freshdesk?

Freshdesk is a help desk from Freshworks. It collects email, WhatsApp, Facebook Messenger, Instagram, Line, Slack and Microsoft Teams conversations into one ticket queue. Agents work from a single customer history. The Freddy AI Agent answers customers directly, and the Freddy AI Copilot drafts replies for agents.

Who is it for?

Support teams that handle a steady ticket flow across several channels and want a ticketing tool with a free-standing knowledge base and customer portal. It fits SaaS, ecommerce and services teams. Teams that need skill-based routing or audit logs must buy Enterprise. Teams that want a free plan should look at Help Scout or HubSpot Service Hub.

Pricing

• Growth: $19/agent/mo (annual), includes ticketing, shared inbox, customer portal, knowledge base and 500 Freddy AI Agent sessions.
• Pro: $55/agent/mo (annual), adds a multilingual help desk.
• Enterprise: $89/agent/mo (annual), adds skill-based routing, audit logs and IP whitelisting.
• Add-ons: Freddy AI Copilot $29/agent/mo (Pro and Enterprise only); extra AI Agent sessions $49 per 100; day passes $2 (Growth), $7 (Pro), $12 (Enterprise).

There is no free plan. A 14-day trial gives access to the Enterprise plan. Prices checked on 6 October 2026.

Strengths

• Handles email, WhatsApp, Messenger, Instagram, Line, Slack and Microsoft Teams in one ticket queue.
• Includes 500 AI Agent sessions on every plan, so teams can test AI resolution without an add-on.
• Day passes let a team add a temporary agent for $2 to $12 instead of a full seat.
• Connects to Jira, Salesforce, HubSpot, Shopify and Stripe from the Freshworks marketplace.

What to consider

• No free plan. The cheapest route in is $19/agent/mo on annual billing.
• Freddy AI Copilot costs $29/agent/mo on top of Pro or Enterprise, and it is not sold on Growth.
• Extra AI Agent sessions cost $49 per 100, so busy bots can cost more than seats.
• Skill-based routing, audit logs and IP whitelisting are Enterprise only.

Bottom line

Shortlist Freshdesk if you want multi-channel ticketing with AI that is priced per agent plus per AI session. Before buying, estimate your monthly AI sessions, because overage is billed at $49 per 100.