Freshdesk
Freshdesk is a cloud help desk that brings email, chat, phone and social requests into one shared ticket inbox. Support teams use it for routing, SLAs, knowledge base articles and AI-assisted replies.
#32 in Business & Finance ToolsHelp Desk SoftwareNo free plan
Who it's for
Best for
Small support teams that want email, chat and forms in one shared inbox
IT help desks and MSPs that rely on ticket history and SLA rules
Not for
Budget-limited nonprofits that relied on the withdrawn free plan
Data-driven teams that need granular custom reporting without top-tier plans
Free planNo
Growth$19/seat/moBilled annually
Pro$55/seat/moBilled annually
Enterprise$89/seat/moBilled annually
Features
Ready-to-use AI agents
Prebuilt AI agents handle real support use cases from day one and improve as they run.
Freddy AI Copilot
Copilot prioritizes the queue, recommends next steps and helps agents resolve requests faster inside the workspace.
AI Insights reporting
AI Insights surface service trends and root causes, turning support metrics into planning input for the team.
Guided AI onboarding
Guided tours, quick-start walkthroughs and onboarding flows set up AI around a business, with free onboarding included.
MCP and app connections
MCP and app connectors bring business data into everyday workflows so support tasks can be automated at scale.
What users say
Pros
- Email, chat and form requests land in a single inbox, so no channel needs its own tool.
- Ticket assignment and routing automation remove the manual morning sorting work.
- Past tickets stay searchable, so recurring client device issues get traced without digging through old email.
- Workspace onboarding and training take about half a day.
- Stands out over alternative help desks, winning a migrated workspace back to a paid subscription within a year.
Cons
- Annual renewals brought large price increases, with one renewal rising 35% after ten years.
- The free tier was withdrawn with about a month's notice, leaving small teams to pay or migrate.
- Closing an account needs company approval and refunds after renewal are refused.
- Help desk replies arrive days later and often do not address the question.
- Built-in exports leave out threads, notes and attachments, and attachment links stop working after seven days.
- Custom reports take several steps to build and the deeper analytics sit behind higher plans.
A selection of the review sources we used:
Summarized from public user reviews and community discussions. View details
Global Traffic Rank
Top 500k
Alternatives
Rank#32 in category#2 in category#30 in category#33 in category
Free planNoYesYesNo
ProOne inbox for every channel, routing automation, ticket historyMulti-channel ticketing, automation, low cost, Zoho integrationsFast onboarding, shared inbox, saved replies, reports, AI draftsMacros, ticket tagging, REST API tooling, round-robin app