eDesk vs Freshdesk
We give eDesk a 2.0 GPA and Freshdesk a 2.4, out of 4.0. Freshdesk grades higher on value for money and ease of use. They get the same grade on the free plan, features and platforms.
Price, platforms and features side by side. The table says where each price was read and when.
eDesk
Help desk for sellers on Amazon, eBay and online stores
Freshdesk
Email ticketing help desk with a knowledge base and AI agents
How we grade them
| 2.0GPAeDeskFair | 2.4GPAFreshdeskFair | |
|---|---|---|
| Value for money | DEssential is $39 an agent a month billed yearly ($49 monthly), right where the dearest tenth of help desks starts. It connects only one store or marketplace, Growth with 5 is $89, and every AI Agent outcome adds $0.99. | CGrowth is $19 an agent a month billed yearly, a little under this category's middle of $24, and paying monthly loses the 20% yearly discount. A portal and knowledge base are included, but chat means Freshdesk Omni from $29. |
| Free plan and trial | CA 14-day free trial of every feature and add-on, with no card needed. No free plan, and the pricing FAQ says there are no refunds if you cancel or downgrade later. | CA 14-day free trial of the Enterprise plan with no card needed, so you see everything. There's no free plan, and the 500 free AI agent sessions come once per account, not every month. |
| Features | CAmazon, eBay, Walmart and web store messages in one inbox with order history, an AI agent that handles returns and cancellations, rules, SLA timers and a chatbot. The gap: the listing shows no help center or phone channel. | CEmail ticketing, a shared inbox, a portal and knowledge base, routing, SLAs, reports and an email AI agent. The gap is named in the listing: chat and messaging channels aren't in Freshdesk at all, they're sold as Freshdesk Omni. |
| Ease of use | CNo store rating on record. You connect each marketplace and store, set up rules and templates, and write the procedures the AI Agent follows. | B4.5 from 2,996 App Store ratings for the agent app. Emails turning into tickets is a simple idea to pick up, and occasional helpers can come in on day passes instead of full seats. |
| Platforms and integrations | BA web app, with no desktop or phone app on the listing. The connections carry it: Amazon, eBay, Walmart, Shopify, BigCommerce, WooCommerce, Magento and TikTok Shop, plus an API. | BWeb, iPhone and Android, with Salesforce, HubSpot, Shopify, Jira, Slack, Microsoft Teams and Stripe. There's no desktop app, so it stops at a B. |
| Best for | sellers on Amazon, eBay and their own store | email support with a help center from day one |
The GPA is the average of the five grades: an A is 4 points, an F is none. The full reasons are on each tool's page: eDesk and Freshdesk. How we grade
Price against what you get
eDesk starts at $39 a month for each person and scores 2.3 out of 4 on features, ease of use and platforms. Freshdesk starts at $19 a month for each person and scores 2.7.
Freshdesk scores higher and starts $20 a month lower. Of the other help desk and live chat tools on the chart, 11 score higher than eDesk for less, and 1 scores higher than Freshdesk for less.
Features, ease of use and platforms, averaged
What paid plans start at, a month (each step along is roughly double) →
- The best score at each price
- Has a free plan
- No free plan
Where they differ
- eDesk starts at $39 per agent / month, billed annually ($49 billed monthly). Freshdesk starts at $19 per agent / month, billed annually.
- Only Freshdesk lists iOS and Android apps.
- eDesk also covers live chat.
- Freshdesk also covers reports and help center.
At a glance
| eDesk | Freshdesk | |
|---|---|---|
| Pricing | Free trial | Free trial |
| Starts at | $39 per agent / month, billed annually ($49 billed monthly) | $19 per agent / month, billed annually |
| Free plan | None | None |
| Free trial | 14-day free trial of every feature and add-on, no credit card required | 14-day free trial of the Enterprise plan, no credit card needed |
| Web | ||
| iOS | ||
| Android | ||
| Made by | xSellco Limited | Freshworks Inc. |
| Price read from | edesk.com | freshworks.com |
| Checked | Oct 17, 2026 | Oct 17, 2026 |
Who each one suits
eDesk
- Sellers on Amazon, eBay or Walmart as well as their own web store
- Ecommerce teams that need order details inside every ticket
- Businesses that want to pay for AI only when it resolves something
Freshdesk
- Support teams that work mainly from email
- Teams wanting a help center and ticket portal on the entry plan
- Companies that bring in occasional helpers on cheap day passes
Worth knowing
eDesk
- Each AI Agent outcome costs $0.99, charged once per ticket when it replies to a customer or takes an action.
- Essential connects only 1 store or marketplace; Growth allows 5, Professional 10, and multi-brand views need Enterprise.
- AI Assist ($30 per agent / month), Translate ($19 per agent / month) and review requests ($99 per account / month) are add-ons.
- The pricing FAQ says no refunds are given for cancellations or downgrades; the account stays active until the next payment date.
Freshdesk
- Freshdesk plans are built around email; chat and messaging channels come with Freshdesk Omni, from $29 per agent / month billed annually.
- Only 500 AI agent sessions are free, once per account; after that sessions cost $49 per 100.
- Freddy AI Copilot costs $29 per agent / month billed annually ($35 monthly) and is not offered on Growth.
- The pricing page shows annual prices only; monthly billing costs more, as the page offers 20% off for paying annually.
Key features
eDesk
- Marketplace and store messages in one inbox
- Connects Amazon, eBay, Walmart, Mirakl, Kaufland and other marketplaces, plus Shopify, BigCommerce, Magento and WooCommerce stores, to a shared team inbox.
- Order data beside each ticket
- Shows the customer's details, order history and delivery status inside the ticket, synced from the connected stores and marketplaces.
- AI Agent
- Replies to customers or acts on returns and cancellations by your procedures, and is charged only when it answers or takes an action.
- Automation and SLA timers
- Rules, snippets, auto-responders and templates on every plan; SLA timers set per marketplace, store or channel from Growth.
- Chatbot and social channels
- A web store chatbot and live chat, with WhatsApp, Instagram, Facebook, TikTok Shop and Gmail among the connected channels.
- Review requests
- An add-on that sends rule-based requests for ratings on Google, Trustpilot and marketplaces after a query is resolved.
Freshdesk
- Ticketing and shared inbox
- Incoming emails become tickets that can be prioritized, assigned and tracked, with internal threads and linked tasks for teammates.
- Freddy AI Agent for email
- An email AI agent replies to customers and works through back-and-forth threads. Each account gets 500 sessions once; more cost $49 per 100.
- Customer portal and knowledge base
- Customers submit tickets and read help articles in a portal. Pro adds portal branding, community forums and article versioning.
- Routing and SLAs
- Business rules dispatch tickets on every plan. Pro adds round-robin and load-balanced assignment and multiple SLA policies; Enterprise adds skill-based routing.
- Freddy AI Copilot
- A paid add-on from Pro up that drafts replies, summarizes long threads, translates in 60+ languages and suggests similar tickets.
- Reports and dashboards
- Standard reports and real-time dashboards on all plans, with custom dashboards on Pro and conversational AI insights on Enterprise.
Plans
eDesk
Essential$39
per agent / month, billed annually ($49 billed monthly)
1 connected store or marketplace, a shared inbox with email, live chat and social messaging, order data in each ticket and rule-based automations.
Growth$89
per agent / month, billed annually ($115 billed monthly)
Adds 5 stores or marketplaces, SLA timers, performance reports, CSAT surveys and custom roles and permissions.
Professional$119
per agent / month, billed annually ($149 billed monthly)
Adds 10 stores or marketplaces, custom dashboards, assisted onboarding and 2 free read-only users.
EnterpriseCustom
Unlimited stores and channels, multi-brand views, unlimited read-only users and a dedicated account manager. Sold through sales.
Freshdesk
Growth$19
per agent / month, billed annually
Email ticketing and a shared inbox, a customer portal and knowledge base, standard reports, threads and tasks, and roles.
Pro$55
per agent / month, billed annually
Adds a multilingual help desk, custom dashboards, round-robin routing, multiple SLA policies, community forums and 5,000 outside collaborators.
Enterprise$89
per agent / month, billed annually
Adds Freddy AI Insights, skill-based routing, a sandbox, audit logs, IP allowlisting and an approval step for knowledge base articles.
Ways to pay less
eDesk
- Annual discount
20% off with annual billing
eDesk's pricing page marks annual billing as 20% off: Essential is $39 per agent a month billed annually against $49 billed monthly.
Freshdesk
- Annual discount
Save 20% with annual billing
Freshdesk's pricing page offers 20% off when plans are paid annually rather than monthly.
