MONTHLY
YEARLY
Feature list
SPROUT
FREE

unlimited agents
BLOSSOM
$ 19

/agent/month

billed  yearly monthly

GARDEN
$ 35

/agent/month

billed  yearly monthly

ESTATE
$ 65

/agent/month

billed  yearly monthly

FOREST
$ 125

/agent/month

billed  yearly monthly

TICKET MANAGEMENT
Email ticketing
Multiple shared inboxes
Automatic email notifications
Merge tickets
Split tickets
Watch tickets
Time tracking
Ticket templates
Satisfaction surveys - Standard
Satisfaction surveys - Customizable
Assume identity
Outbound email
Ticket export
Annotated image attachments
Undo send
Sort ticket conversations
Ticket activities
AGENT PRODUCTIVITY
Shared canned responses
Personal canned responses
Agent collision detection
Traffic cop
Public and private notes in tickets
Filtered Search
Integrated game mechanics
Occasional agents
Dynamic placeholders
Custom ticket views
Tags
Quick actions
Summary app
To-dos
Add reminders on to-dos
Session replay
Canned forms
HELPDESK AUTOMATION
Automatic ticket assignment using Dispatch'r
Time-triggered automations using Supervisor
Event-triggered workflow automations with the Observer
Multi-task workflows with one-touch Scenario automations
Round robin ticket assignment
Load balanced ticket assignment
Skill based ticket assignment
SLA MANAGEMENT
Business rules management through SLAs
SLA reminders
Escalation emails for SLA violation
Multiple SLA policies
Product, group and company level SLAs
SOCIAL SUPPORT
Basic Twitter channel
Advanced Twitter channel
Basic Facebook channel
Advanced Facebook channel
Facebook in-sync app
COLLABORATION
Linked tickets
Shared ownership of tickets
Parent-child ticketing
Contextual collaboration with Freshconnect
TICKET FORMS
Embeddable feedback widget
Custom status
Custom ticket fields
Dependent fields in ticket forms
Dynamic ticket forms
SELF SERVICE
Knowledge base
Private Knowledge Base
Email to Knowledge base
Auto suggest solutions
Automatic sitemap generation
Community forums
FREDDY (AI ENGINE)
Omnibot
Social signals
GLOBAL SUPPORT
Multilingual knowledge base
Dynamic email notifications
Multiple time zones
Multiple business hours
Multiproduct helpdesk
CUSTOMER MANAGEMENT
Custom contact and company fields
Merge contacts
Link multiple companies to a single contact
Identify contacts using external ID
Customer journey
Customer 360
Customer segments
REPORTING
Agent and group performance
Helpdesk in-depth report
Ticket drill down in reports
Performance distribution
Ticket volume trends
Top customer analysis
Ticket lifecycle report
Time sheet summary report
Export reports
Save reports
Schedule reports
Satisfaction survey report
Default dashboard
Team Dashboards
CUSTOMIZATIONS
Public portal customization
Custom domain mapping
CSS customization
Complete portal customization
Customizable agent roles
FreshThemes gallery
API access
CHANGE MANAGEMENT
Audit Log
Sandbox
SECURITY
Single sign on
Single sign on with SAML
Advanced password policy for agents and customers
DKIM/DMARC
Custom SSL certificates (default free)
Helpdesk restriction
IP whitelisting
Custom email servers
Data center location
HIPAA Compliance
APPS
Access to app gallery
Email marketing and CRM apps
Cloud telephony integration app
Survey & feedback apps
Time tracking and invoicing tools
Custom apps
FRESHDESK MOBILE APP
Freshdesk for iOS
Freshdesk for Android
CUSTOMER SUPPORT
Knowledge base
Community forums
24x7 Email support
24x5 Chat support
24x5 Phone support
OMNICHANNEL FEATURES
SPROUT
$ 0

unlimited agents
BLOSSOM
$ 0

/agent/month
GARDEN
$ 10

/agent/month
ESTATE
$ 20

/agent/month
FOREST
FREE
FRESHCHAT
Basic Freshchat - Freshdesk integration
Advanced Freshchat - Freshdesk integration
200K Monthly unique visitors
Customer chat widget
Message channels
Customer context
Triggered messages
SmartPlugs
Integrated FAQs
In-app campaigns
Chatbot
Co-browsing
Multilingual FAQs
FRESHCALLER
Basic Freshcaller - Freshdesk integration
Advanced Freshcaller - Freshdesk integration
Purchase Local/Toll-free numbers
Click to call
Advanced call queues
IVR
Call masking
Voicemail
Warm transfer
Smart escalations
Call monitoring
Call barging
Conference calling
After Call Work (ACW)
Holiday routing
Abandoned metrics