Freshdesk is customer service software from Freshworks that combines ticketing, a shared inbox, a self-service portal and AI agents. Its Freddy AI Agent answers customer email, works out intent and takes action to resolve issues, and every paid plan includes the first 500 AI sessions. Billed annually, Growth costs $19 per agent per month, Pro costs $55 and Enterprise costs $89. Additional AI sessions cost $49 per 100, and an AI assistant add-on is $29 per agent per month on Pro and Enterprise.
Support managers and agents at businesses of every size use Freshdesk to organize incoming requests, with the company citing more than 50,000 customers. Small teams can begin with Growth for ticketing, threads, tasks and a knowledge base. Mid-market teams on Pro get multilingual helpdesks, custom dashboards, multiple SLA policies and intelligent routing. Larger organizations on Enterprise add AI insights, skill-based routing, a sandbox, audit logs and IP allow lists. Free AI onboarding is included to help teams launch.
Common scenarios include launching an email AI agent that resolves routine questions, giving agents assistant suggestions to prioritize work and draft next steps, and reading AI Insights to find root causes of service problems. Teams build a customer portal and knowledge base so customers can self-serve, invite external collaborators to help with complex cases, and track performance against global benchmarks. Freshdesk also connects to AI tools through MCP and to business apps through connectors, so support data flows into everyday workflows. Customer quotes from Freshworks cite faster resolution and higher first-contact resolution.
