Freshdesk
Freshdesk: A mature omnichannel help desk with ticketing, automation, AI, and analytics. Ranked #2 of 100 in Help Desk Software by our editors (9.3/10); pricing: 14-day trial; best for growing teams needing mature omnichannel support.
At a glance
- Editor score9.3 / 10
- Pricing14-day trial
- Best forGrowing teams needing mature omnichannel support
- Free planNo
- Paid from$19/user/mo
- SLA managementYes
- Founded2010 · San Mateo, California, United States
- Facts checked20 Sep 2026
Where it wins
- Ticketing, SLAs, automation, portals, analytics, and AI in one platform
- Integrates with Slack, Teams, Shopify, Salesforce, and Jira
- Web, iOS, Android, and REST API access support flexible operations
Where it doesn't
- No ongoing free plan
- Annual pricing starts at $19 per agent per month
- Advanced portals, reporting, routing, and security require higher tiers
Our verdict on Freshdesk
Freshdesk is cloud-based customer support software for teams managing incoming service requests across structured help desk workflows. It combines ticketing and prioritization with a shared inbox, internal notes, auto-assignment, customer portals, multilingual knowledge-base self-service, SLA policies, analytics, mobile apps, and AI-assisted capabilities. It suits growing support teams that need more than basic email ticketing, particularly those serving customers through branded portals and multiple operational channels.
Pricing is organized into three annual plans, charged per agent per month. Growth costs $19 and includes ticketing, a customer portal, reports, and a shared inbox. Pro costs $55 and adds customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms. Enterprise costs $89 and adds audit logs, approval workflows, skills-based assignments, and additional security features. A 14-day free trial is available, and the pricing page also lists a $0 program for 1–2 agents for 6 months. The tier structure makes Growth a practical starting point, while Pro and Enterprise are aimed at teams with more specialized workflows, governance, and reporting needs.
Freshdesk’s main strength is breadth. Teams can combine workflow automation, categorization, routing, status-triggered actions, multi-tier SLA management, alerts, escalation, and ticket metrics with Freddy AI Agent, Copilot, and Insights. Integrations with Slack, Microsoft Teams, Shopify, Salesforce, and Jira extend its place in customer, commerce, collaboration, and development workflows, while the REST API supports reading, creating, modifying, and deleting help-desk data. Choose Freshdesk if your team needs mature ticket operations, self-service, automation, and multiple integration paths. Teams seeking a simple, low-cost help desk or an ongoing free plan may prefer a narrower alternative.
Your product? Our editors can test Freshdesk in depth and publish a review, labelled as paid · from $149/mo →
Freshdesk pricing
All 4 Freshdesk plans and prices →
Freshdesk fact sheet
| Free plan | No |
|---|---|
| Paid from | $19/user/mo |
| Shared inbox | Yes |
| SLA management | Yes |
| Help center | Yes |
| Ticket automation | Yes |
| Customer portal | Yes |
| API access | Yes |
| Included agent seats | 1 |
| Free trial | 14 days · no card needed |
| Deployment | Cloud, Mobile |
| Platforms | Web, iOS, Android |
| Compliance & security | SOC 2, ISO 27001 |
| Support | Email, Live chat, Phone, Tickets, Community, Docs |
| Built for | Small business, Mid-market, Enterprise (editorial estimate) |
| Integrations | 1,000+ integrations: Slack, Microsoft Teams, Shopify, Salesforce, Jira, HubSpot … See all → |
| Pricing | 14-day trial (source) |
| Website | freshworks.com |
| Facts checked | 20 Sep 2026 |
Freshdesk integrations
Freshdesk lists 1,000+ integrations on its own site — the 9 named here are the ones its pages call out.
- Slack
- Microsoft Teams
- Shopify
- Salesforce
- Jira
- HubSpot
- Stripe
See all Freshdesk integrations →
Alternatives to Freshdesk
- Zoho DeskA broad help desk with a free plan, multichannel support, automation, SLAs, and self-service tools.9.2
- Salesforce Service CloudA deeply capable service platform whose higher tiers carry significant per-user costs.9.1
- ServiceNow Customer Service Management AI AgentsA deep enterprise case-management suite with AI agents and contact-sales pricing.8.9
See all Freshdesk alternatives →
Freshdesk vs the competition
- Freshdesk vs Zoho Desk
- Freshdesk vs Salesforce Service Cloud
- Freshdesk vs ServiceNow Customer Service Management AI Agents
- Freshdesk vs Intercom
- Freshdesk vs Odoo Helpdesk
- Freshdesk vs Creatio Service
Compare Freshdesk with any tool side by side →
Also Ranked In
Freshdesk is ranked in 17 of our directories; the 6 strongest besides Help Desk Software.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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