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Freshdesk
Freshdesk · San Mateo, California, United States · founded 2010
What it is
Freshdesk is customer service software for organizing support conversations across email, web forms, chat, social networks and messaging channels. Its shared inbox brings conversations together, while ticket automation, case management, SLA management and workflow actions support service teams handling requests. Customers can use a help center and portal, and service analytics can be customized. Freshdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Teams can set role-based permissions; Enterprise adds audit logs, allowed domains and IP whitelisting. Authentication includes SAML single sign-on and JWT, with API access available. The Free program covers 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100. Extra MCP actions are available for $15 per 1,000, while plans include yearly MCP actions. Freshworks, the maker, was founded in 2010 and is headquartered in San Mateo, California.
For and against
For
- Shared inbox gathers support conversations.
- Includes ticket automation and SLA management.
- AI Copilot translates in 60+ languages.
- Free program covers 1–2 agents for six months.
- 14-day trial is offered.
Against
- Free program lasts six months.
- Paid plans start at $19 per agent monthly, billed annually.
- Additional AI sessions cost $49 per 100.
- Extra MCP actions cost $15 per 1,000.
The verdict
Freshdesk combines multichannel support handling with ticket workflows, a customer portal and language tools. Check the annual paid-plan billing and added AI-session or MCP-action costs against your team's needs.
Who it suits
Freshdesk suits service teams managing customer requests across multiple channels. Role permissions and higher-tier security controls may matter to teams with access requirements.
Plans and prices
Free program
1-2 agents · 6 months
Read 20 Sep 2026 · freshworks.com
Growth
Ticketing · Customer portal · Reports
Read 27 Sep 2026 · freshworks.com
Pro
Customized support portals · Custom objects · Advanced ticketing · Custom reporting
Read 27 Sep 2026 · freshworks.com
Enterprise
Audit logs · Approval workflows · Skills-based assignments · Additional security features
Read 27 Sep 2026 · freshworks.com
On the record
- Included agent seats
- 1freshworks.com · read 20 Sep 2026
- AI session add-on
- Additional AI Agent sessions cost $49 per 100 sessions.freshworks.com · read 27 Sep 2026
- Included AI sessions
- The first 500 Freddy AI Agent sessions are included.freshworks.com · read 27 Sep 2026
- Annual discount
- Annual billing saves 20%.freshworks.com · read 27 Sep 2026
- API access
- Yesfreshworks.com · read 20 Sep 2026
- Authentication options
- The product supports SAML single sign-on and JWT authentication.freshworks.com · read 27 Sep 2026
- Business reach
- Freshdesk is described as trusted by 74,000+ businesses worldwide.freshworks.com · read 27 Sep 2026
- Customer portal
- Plans include a customer portal and knowledge base.freshworks.com · read 27 Sep 2026
- Free trial
- The page offers a free trial.freshworks.com · read 27 Sep 2026
- Help center
- Yesfreshworks.com · read 20 Sep 2026
- Third-party integrations
- Connector app tasks automate workflows between Freshdesk and third-party integrations.freshworks.com · read 27 Sep 2026
- Live translation
- Freddy AI Copilot translates conversations and responses in 60+ languages.freshworks.com · read 27 Sep 2026
- MCP actions
- Plans include yearly MCP actions, with extra actions available for $15 per 1,000.freshworks.com · read 27 Sep 2026
- Multilingual support
- The helpdesk can support multiple languages.freshworks.com · read 27 Sep 2026
- Security controls
- Enterprise includes audit logs plus allowed domains and IP whitelisting.freshworks.com · read 27 Sep 2026
- Shared inbox
- Plans include a shared inbox for support-team collaboration.freshworks.com · read 27 Sep 2026
- SLA management
- Pro and Enterprise include multiple SLA policies.freshworks.com · read 27 Sep 2026
- Starting price
- Paid plans start at $19 per agent per month, billed annually.freshworks.com · read 27 Sep 2026
