# Freshdesk

> Email ticketing help desk with a knowledge base and AI agents

Freshdesk is a help desk from Freshworks that turns customer emails into tickets for a team to assign, track and answer from a shared inbox. Every plan includes a customer portal with a knowledge base and Freddy AI Agent for email, while chat and messaging channels are sold separately as Freshdesk Omni.

- **Category:** Help Desks & Live Chat
- **Made by:** Freshworks Inc.
- **Website:** https://www.freshworks.com/freshdesk/
- **Runs on:** Web, iOS, Android
- **Facts last checked:** Oct 17, 2026

## Pricing

Freshdesk is a paid product with a free trial, starting at $19 per agent / month, billed annually.

- **Pricing model:** Free trial
- **Free plan:** None.
- **Free trial:** 14-day free trial of the Enterprise plan, no credit card needed.

| Plan | Price | What you get |
| --- | --- | --- |
| 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. |

Read from https://www.freshworks.com/freshdesk/pricing/ on Oct 17, 2026. Prices change, so confirm with Freshdesk before buying.

## Ways to pay less

- **Save 20% with annual billing** (Annual discount): Freshdesk's pricing page offers 20% off when plans are paid annually rather than monthly. Source: https://www.freshworks.com/freshdesk/pricing/

## Key features

- **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.

## Good for

- 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

- 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.

## ToolGPA grades

**GPA: 2.4 out of 4**, graded Oct 17, 2026. Freshdesk turns customer emails into tickets your team can assign, track and answer, and even the $19 plan comes with a customer portal and a knowledge base. If your support lives in email, it's a solid pick. If it lives in chat, you're buying a second product, Freshdesk Omni, from $29 an agent.

- **Value for money: C.** Growth 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: C.** A 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: C.** Email 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: B.** 4.5 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: B.** Web, iPhone and Android, with Salesforce, HubSpot, Shopify, Jira, Slack, Microsoft Teams and Stripe. There's no desktop app, so it stops at a B.

These are ToolGPA's own grades. Graded from this listing, whose facts were read from Freshworks' own pages on 17 October 2026, and its App Store rating. Not based on using the product, and shorter than our full reviews.

## Where it stands among help desk and live chat tools

- Freshdesk's GPA of 2.4 is higher than 6 of the 19 other help desk and live chat tools we grade, and level with 5.
- It stands best on ease of use (B, above 16 of 19) and worst on features (C, above 0).
- Its paid plans start at $19 a month for each person, against a middle price of $24.17 for the category: 5 of the 18 others that charge start lower.
- On features, ease of use and platforms it scores 2.7 out of 4. 1 tool scores higher and costs less.

The category's chart of price against score: https://toolgpa.com/charts/customer-support

## Keep it, or make your own?

**Keep it.** To replace Freshdesk you would be making one mailbox that several people work at once. That is not a weekend's work, with an AI app builder or without one. That makes this kind of software worth paying for, not this one in particular: 8 of the 19 other help desk and live chat tools grade higher. It costs $228 a year.

- You could make: Help desk, help center and reports: an app builder makes these well.
- You could not: One mailbox that several people work at once.
- You could not: An AI model answering your customers from your own help articles.
- You could not: A real app for iOS and Android. Something home-made would be a web page.
- You could not: It is priced for each person, which means accounts and billing for a team.
- You could not: It plugs into other products, Salesforce, HubSpot and Shopify among them.
- You could not: AI features, unless you pay a model provider for each request yourself.

A judgement by ToolGPA from this listing, by rules that are the same for every tool. Nothing was built to test it.

## What people say

- **App Store rating of the iPhone and iPad app:** 4.5 out of 5 from 2,996 ratings in the United States, read Oct 17, 2026. This is the store's rating of the app, not a score from ToolGPA. Source: https://apps.apple.com/us/app/id849713306

## Works with

Salesforce, HubSpot, Shopify, Jira, Slack, Microsoft Teams, Stripe

**Tags:** Help desk, Shared inbox, Help center, AI support agent, AI features, Reports

## Alternatives

- [Zendesk](https://toolgpa.com/tools/zendesk): Ticketing, messaging, help center and AI agents for support teams. [Compare](https://toolgpa.com/compare/freshdesk-vs-zendesk)
- [Zoho Desk](https://toolgpa.com/tools/zoho-desk): Low-cost ticketing help desk with a free plan for three users. [Compare](https://toolgpa.com/compare/freshdesk-vs-zoho-desk)
- [Help Scout](https://toolgpa.com/tools/help-scout): Shared inbox and help desk with a knowledge base and AI answers. [Compare](https://toolgpa.com/compare/freshdesk-vs-help-scout)
- [Intercom](https://toolgpa.com/tools/intercom): Helpdesk with live chat and the Fin AI agent priced per outcome. [Compare](https://toolgpa.com/compare/freshdesk-vs-intercom)
- [LiveAgent](https://toolgpa.com/tools/liveagent): Help desk with email tickets, live chat, call center and AI agents. [Compare](https://toolgpa.com/compare/freshdesk-vs-liveagent)

## Sources

The prices, plans, platforms and features above were read from these pages on Oct 17, 2026:

- https://www.freshworks.com/freshdesk/pricing/
- https://www.freshworks.com/freshdesk/
- https://www.freshworks.com/freshdesk/omni/pricing/
- https://apps.apple.com/us/developer/freshworks-technologies-private-limited/id849713309
- https://play.google.com/store/apps/developer?id=Freshworks+Inc

Page: https://toolgpa.com/tools/freshdesk
Listed by ToolGPA (toolgpa.com).