Freshdesk
A cloud customer support platform from Freshworks with Growth, Pro and Enterprise plans per agent, a limited Free Program and Freddy AI add-ons.
- Free plan
- Per-seat pricing
- Usage-based elements
- Cloud
- AI features
- Independent sources
What is Freshdesk?
Freshdesk is a cloud-based customer support and ticketing platform from Freshworks, sold per agent per month in Growth, Pro and Enterprise plans with Freddy AI as an add-on layer.
- Best forSmall and mid-size teams that want ticketing with automation at a low entry price
- Team size fitSmall teams, Mid-size teams, Large enterprises
- PricingFree Program for up to 2 agents (6 months); Growth reported at $19 per agent per month billed annually. Free plan available.
- Main limitationPrices rose across every tier in 2026, so older guides show lower figures.
- AlternativesZendesk, Intercom, Help Scout
Freshdesk overview: who it is for and what it does.
Freshdesk is a customer support platform from Freshworks that centralises tickets, automation and SLA policies. Independent 2026 guides report three paid plans, Growth at $19, Pro at $55 and Enterprise at $89 per agent per month on annual billing, after a price increase earlier in 2026 from $15, $49 and $79.
Below the paid plans, Freshworks runs a Free Program covering one to two agents for six months. AI comes through Freddy AI, which guides split into Copilot for agents, an AI Agent that resolves tickets, and Insights. Copilot is reported at $29 per agent per month and only on Pro and Enterprise, while AI Agent sessions are priced separately, with 500 included once per account and additional sessions reported at $49 per 100.
Freshworks also sells Freshdesk Omni, a multichannel product that bundles chat, messaging and phone, reported at $29, $79 and $119 per agent per month. Buyers should be clear whether they need the email-first Freshdesk or Omni, and that AI costs depend on sessions as well as seats.
Scope: This profile covers Freshdesk (the email-first ticketing product). Freshdesk Omni, a multichannel version, is priced separately and is mentioned where relevant.
Main problem it solves
Gives support teams a central place to manage tickets, automate routine handling and meet SLAs, with optional AI help for agents and customers.
Typical customer segment
Small teams on Growth, growing teams on Pro, and large organisations on Enterprise.
Target users
- Small support teams that want ticketing with automation and SLAs
- Growing teams that want AI assist and bot deflection
- Organisations that need advanced routing and an audit log
Primary use cases
- Ticket management and routing
- SLA tracking
- Agent assist with Freddy AI Copilot
- Automated resolution with Freddy AI Agent
- Multichannel support with Freshdesk Omni
What makes it distinct
- A low-priced Growth plan with automation and SLAs.
- A Freddy AI stack split into Copilot, AI Agent and Insights.
- A related Omni product for multichannel needs from the same vendor.
Freshdesk features explained.
Ticketing and automation
- Ticket management and automation
- Growth is described as suitable for small teams needing automation and SLAs.
- SLA policies and escalation
- SLA management with escalation rules is documented for the product family.
- Occasional agent access
- Guides report an option to pay per pass for occasional agent access, and view-only collaborators on higher plans.
Freddy AI
- Freddy AI Copilot
- Agent assist for drafting, summaries and tone, reported at $29 per agent per month on Pro and Enterprise.
- Freddy AI Agent
- A bot that resolves queries; 500 sessions are included once per account on Pro and Enterprise, then reported at $49 per 100 sessions.
- Freddy AI Insights
- AI-based support analytics, reported as free for now but requiring Copilot.
Plans and scale
- Enterprise controls
- Enterprise is reported to add an audit log, skills-based routing and AI Insights.
- Free Program
- Free for one to two agents for six months, applying to Freshdesk but not Omni.
- Freshdesk Omni
- A multichannel version bundling chat, messaging and phone, priced higher per agent.
Freshdesk pricing and plans.
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 15 Oct 2026 against Drag · Macha · Automation Atlas · eesel AI.
Pricing model
Per agent per month by plan, billed annually by default, with Freddy AI Copilot priced per agent and AI Agent priced per session.
Free plan
Yes
Free trial
Not documented The Free Program covers one to two agents for six months only.
Freshdesk plans and prices (USD)
Free Program
$0 for up to two agents
Six months
Time-limited, not a permanent free plan.
Growth
$19 per agent per month billed annually; about $23 billed monthly
Annual or monthly
Raised from $15 in 2026.
Pro
$55 per agent per month billed annually; about $66 billed monthly
Annual or monthly
Can add Freddy AI; raised from $49 in 2026.
Enterprise
$89 per agent per month billed annually; about $107 billed monthly
Annual or monthly
Audit log, skills routing; raised from $79 in 2026.
Freddy AI add-ons
Copilot about $29 per agent per month; AI Agent sessions about $49 per 100 after 500 included
Per agent and per session
Copilot is Pro and Enterprise only.
These 2026 figures agree across several independent guides, some citing Freshworks' own page. Older sources show the pre-increase prices ($15, $49 and $79). Freshdesk's own pricing page was not reviewed directly. Freshdesk Omni, add-ons and AI sessions are extra. Confirm current prices with Freshworks.
Prices change. Confirm current plans and terms on the vendor's site before you decide.
Visit official website (external) ↗See alternativesFreshdesk integrations, API and platforms.
Important integrations
- Freshworks product family
- Freddy AI across Freshdesk, Freshsales and Freshservice (reported)
Supported platforms
- Web
- Mobile apps
API
Not reviewed for this profile.
Data import and export
Not reviewed for this profile.
Third-party integration breadth was not assessed. Check Freshworks' marketplace.
Balanced and sourced.
Each point cites a source. Editorial summaries are not customer reviews.
Strengths
Limitations
- Prices rose across every tier in 2026, so older guides show lower figures. [1]
- Freddy AI Copilot is only sold on Pro and Enterprise, raising the real per-seat cost. [1]
- AI Agent sessions are priced per session, and the 500 included sessions are a one-time pool per account. [4]
- Multichannel support needs the separate, pricier Omni product. [2]
Best for
- Small and mid-size teams that want ticketing with automation at a low entry price
- Teams that want to adopt AI in stages
- Teams that need SLAs on a modest budget
May be less suited to
- Teams that need a permanent free plan
- Teams that need multichannel support without paying for Omni
Alternatives to Freshdesk.
Zendesk
A customer service platform with ticketing and omnichannel Suite plans priced per agent, and AI agents…
Explore →Related productIntercom
A customer service platform with a shared inbox, Messenger and help center, plus the Fin AI Agent billed per…
Explore →Related productHelp Scout
An email-style shared inbox for customer support with Docs and Beacon chat, per-user plans from a free tier…
Explore →Freshdesk compared with similar customer support software.
Summaries come from each profile. This is a side-by-side aid, not a ranking.
| Product | Pricing model | Free plan | Channels | Automation | AI features |
|---|---|---|---|---|---|
| Freshdesk | Per agent per month; AI sessions extra | Free Program: 1-2 agents for 6 months | Email-first; multichannel via Omni | Automation and SLAs from Growth | Freddy AI Copilot and AI Agent add-ons |
| Gorgias | Ticket-volume buckets; unlimited users | No free plan; trial reported | Email, chat, SMS, social, WhatsApp and voice | Macros and rules with Shopify order actions | AI Agent billed per resolution |
| Help Scout | Per user per month; AI Answers per resolution | Yes, up to 5 users | Email, live chat (Beacon), social | Workflows; advanced on Plus and above | AI assist in inbox; AI Answers $0.75 per resolution |
| Intercom | Per seat plus Fin AI per resolution | No permanent free plan identified | Messenger chat, inbox, email; SMS and WhatsApp per message | Workflows; advanced on Advanced and Expert | Fin AI Agent ($0.99 per resolution), Copilot add-on |
| Zendesk Compare | Per agent per month; AI per resolution beyond allowance | No permanent free plan identified | Email, chat, social, voice (by plan) | Routing and AI agents by plan | AI agents, Copilot add-on |
| Zoho Desk | Per agent per month; light agents extra | Yes, up to three agents | Email, social, phone and chat (varies by plan) | Workflow rules, Blueprint and SLAs | Zia, Answer Bot and Zia Agent Studio |
Join the discussion.
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Freshdesk questions and answers
What is Freshdesk used for?
Freshdesk is used to manage customer support tickets, automate routing and SLAs, and add AI help for agents and customers through Freddy AI.
Does Freshdesk have a free plan?
Freshworks runs a Free Program covering one to two agents for six months, according to independent guides. It is time-limited rather than permanent.
How much does Freshdesk cost?
Independent 2026 guides report Growth at $19, Pro at $55 and Enterprise at $89 per agent per month on annual billing, with Freddy AI Copilot at about $29 per agent extra. Confirm with Freshworks.
What is Freddy AI?
Freddy AI is Freshworks' AI layer, split into Copilot (agent assist), AI Agent (automated resolution) and Insights (analytics). Copilot and AI Agent are priced separately.
What are the main alternatives to Freshdesk?
Zendesk is a common alternative. See the Zendesk vs Freshdesk comparison.
What integrations does Freshdesk support?
Documented integrations and ecosystem items include Freshworks product family, Freddy AI across Freshdesk, Freshsales and Freshservice (reported). API details: Not reviewed for this profile.
What are the limitations of Freshdesk?
Prices rose across every tier in 2026, so older guides show lower figures. Freddy AI Copilot is only sold on Pro and Enterprise, raising the real per-seat cost. AI Agent sessions are priced per session, and the 500 included sessions are a one-time pool per account.
Which platforms does Freshdesk run on?
Freshdesk is documented as available on: Web, Mobile apps.
When was the Freshdesk profile last verified?
Sources for this profile were last reviewed on 15 Oct 2026. 5 sources are listed under Sources, and prices and plans can change, so confirm with the vendor.
Where this information comes from.
- Freshdesk Pricing in 2026: Every Plan, the Freddy AI Add-Ons, and the First Raise in Five Years Drag Third-party Accessed 15 Oct 2026
- Freshdesk Pricing Explained (2026): Plans, Costs & What You'll Actually Pay Macha Third-party Accessed 15 Oct 2026
- Freshdesk pricing (July 2026) Automation Atlas Third-party Accessed 15 Oct 2026
- Freshdesk Freddy AI pricing per agent in 2026 eesel AI Third-party Accessed 15 Oct 2026
- Freshdesk pricing in 2026: Complete guide to plans and costs Ringly Third-party Accessed 15 Oct 2026
Secondary-source profile. Vendor pages were not reviewed directly for this profile. Facts and prices are corroborated across independent third-party sources and may differ from the vendor's current pages. Confirm with the vendor before buying.
Plans, prices and AI add-ons are corroborated across independent third-party sources. Freshworks' own pages were not reviewed directly, prices changed in 2026 and capabilities were not tested.
Stack18 has not tested this product or received anything from the vendor for this profile. Editorial summaries of vendor information are not endorsements. Confirm details with the vendor before buying.
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