Vendor: Freshworks Inc.
Category: Help Desk
Best for: Small business (1–50), Mid-market (51–500), Enterprise (500+)
Modern help desk software for delightful customer support.
Overview
Freshdesk by Freshworks is an intuitive help desk that unifies tickets, conversations, and self-service. AI-powered Freddy assists agents with reply suggestions, ticket summarization, and sentiment analysis. Teams manage SLAs, collaborate with parent-child tickets, and deliver support across email, chat, phone, and social from a single workspace.
Features
- Multi-channel ticketing
- Freddy AI copilot and insights
- Knowledge base and community forums
- Live chat and chatbots
- SLA and escalation policies
- Collision detection and ticket merging
- Parent-child and linked tickets
- Custom ticket fields and statuses
- Agent performance and CSAT reports
- Marketplace with 1,000+ integrations
Pricing
- Free: Free (per agent / month)
Up to 2 agents for startups.
- Email ticketing
- Social ticketing
- Knowledge base
- Ticket dispatch
- Growth: $15 (per agent / month)
Automation and marketplace apps.
- Automation rules
- Marketplace apps
- Collision detection
- SLA reminders
- Pro: $49 (per agent / month)
Custom roles, round-robin, and CSAT surveys.
- Custom roles
- Round-robin routing
- CSAT surveys
- Multilingual help center
- Enterprise: $79 (per agent / month)
Skill-based routing, sandbox, and audit logs.
- Skill-based routing
- Sandbox
- Audit log
- IP whitelisting
Integrations
- Slack
- Salesforce
- Shopify
- Jira
- Microsoft Teams
- HubSpot
- Stripe
Deployment
- Cloud, SaaS, Web-Based
- Mobile — iOS
- Mobile — Android
Support
- Phone
- Live Chat
- Knowledge Base
- 24/7 Live Support
Languages
- English
- French
- German
- Spanish
- Portuguese
- Dutch
Alternatives in Help Desk
- Zoho Desk (Grid Score N/A)
- Jira Service Management (Grid Score N/A)
- Zendesk (Grid Score N/A)
- Front (Grid Score N/A)
- Help Scout (Grid Score N/A)
- HubSpot Service Hub (Grid Score N/A)
- HappyFox (Grid Score N/A)
- Intercom (Grid Score N/A)