Feature list

FREE

Up to 10 agents

 

 

 

 

 

GROWTH

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

GROWTH

₹999

/agent/month, billed annually

₹1199

/agent/month, billed monthly

GROWTH

€15

/agent/month, billed annually

€18

/agent/month, billed monthly

GROWTH

£12

/agent/month, billed annually

£15

/agent/month, billed monthly

GROWTH

A$25

/agent/month, billed annually

A$30

/agent/month, billed monthly

PRO

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

PRO

₹3599

/agent/month, billed annually

₹4299

/agent/month, billed monthly

PRO

€49

/agent/month, billed annually

€59

/agent/month, billed monthly

PRO

£35

/agent/month, billed annually

£42

/agent/month, billed monthly

PRO

A$69

/agent/month, billed annually

A$83

/agent/month, billed monthly

ENTERPRISE

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

ENTERPRISE

₹5699

/agent/month, billed annually

₹6899

/agent/month, billed monthly

ENTERPRISE

€79

/agent/month, billed annually

€95

/agent/month, billed monthly

ENTERPRISE

£60

/agent/month, billed annually

£72

/agent/month, billed monthly

ENTERPRISE

A$109

/agent/month, billed annually

A$131

/agent/month, billed monthly

TICKET MANAGEMENT
Email ticketing
Automatic email notifications
Merge tickets
Ticket export
Ticket activities
Set priority
Set status
Outbound email
Multiple shared inboxes
In-app smart notifications
Undo send
Split tickets
Sort ticket conversations
Watch tickets
Time tracking
Ticket templates
Assume identity
Annotated image attachments
Standard CSAT surveys
Customizable CSAT surveys
Advanced ticket scope
AGENT PRODUCTIVITY
Shared canned responses
Public and private notes in tickets
Dynamic placeholders
To-dos
Tags
Quick actions
One-touch scenarios
Personal canned responses
Agent collision detection
Traffic cop
Filtered search
Integrated game mechanics
Occasional agents
Custom ticket views
Summary app
Add reminders on to-dos
Session replay
Canned forms
Quality coach
WORKFLOW AUTOMATION
Automations that run on ticket creation
Time-triggered automations
Event-triggered workflow automations
Time triggers on custom status
Round robin ticket assignment
Out of office scheduler
Load balanced ticket assignment
Skill based ticket assignment
Agent shifts
SLA MANAGEMENT
Business rules management through SLAs
SLA reminders
Escalation emails for SLA violation
Multiple SLA policies
Product, group and company level SLAs
SLA for every response
KNOWLEDGE BASE AND COMMUNITY FORUMS
Knowledge base
Private knowledge base
Email to knowledge base
Auto suggest solutions
Automatic article reordering
Interlinking articles
Advanced article filtering
Automatic sitemap generation
Advanced article bulk actions
Community forums
Multiple-product content mangement
Article versioning
Knowledge base analytics
Article templates
Approval workflow
Flexible hierarchy
HELP WIDGET
Embeddable contact form
Embeddable solution articles
Multiple widgets
Appearance customization
Frustration tracking
Customer journey
Multilingual knowledge base
Multilingual ticket fields
Page specific contextual solutions
SOCIAL SUPPORT
Basic Twitter channel
Basic Facebook channel
Advanced Twitter channel
Advanced Facebook channel
WhatsApp Business
COLLABORATION
Contextual collaboration with Freshconnect
Linked tickets
Shared ownership of tickets
Parent-child ticketing
Collaborators
Up to 5000 collaborators
Up to 5000 collaborators
Freshdesk-Freshservice integration
REPORTING AND ANALYTICS
Default dashboard
Ticket volume trends
Helpdesk in-depth report
Export reports
Save reports
Time sheet summary report
Agent and group performance
Satisfaction survey report
Schedule reports
Ticket drill down in reports
Three-level data drill down
Performance distribution
Top customer analysis
Ticket lifecycle report
Custom reports
Text widgets and widget styling
Team Dashboards
Data export
TICKET FORMS
Custom status
Custom ticket fields
Dependent fields in ticket forms
Dynamic ticket forms
Multilingual ticket forms
GLOBAL SUPPORT
Dynamic email notifications
Multilingual knowledge base
Multilingual satisfaction surveys
Multiple time zones
Multiple business hours
Multiproduct helpdesk
Up to 5 products
Unlimited products
CUSTOMER MANAGEMENT
Contact and company fields
Custom contact and company fields
Customer journey
Customer 360
Link multiple companies to a single contact
Identify contacts using external ID
Customer segments
CUSTOMIZATIONS
Public portal customization
API access
200 calls/minute
400 calls/minute
700 calls/minute
Custom domain mapping
CSS customization
Complete portal customization
Customizable agent roles
Extendable API
FreshThemes gallery
Custom objects
FREDDY AI FOR CUSTOMER SERVICE
Email bot
Assist bot
Social signals
Thank you detector
Auto-triage
Article suggester
Canned response suggester
Bot reporting 
Free bot sessions/month
5000 bot sessions/month
CHANGE MANAGEMENT
Audit log
Sandbox
SECURITY
SSL certificate
Single sign on
Datacenter location
Single sign on with SAML
DKIM/DMARC
Custom email servers
Custom SSL certificates
Advanced password policy for agents and customers
Helpdesk restriction
IP range restriction
APPS
Access to app gallery
Email marketing and CRM apps
Cloud telephony integration app
Survey and 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 Phone support
24x5 Chat support

Field Service Management (add-on)

Feature list

GROWTH

+ $15

/field employee/month

GROWTH

+ ₹999

/field employee/month

GROWTH

+ €15

/field employee/month

GROWTH

+ £12

/field employee/month

GROWTH

+ A$25

/field employee/month

PRO

+ $15

/field employee/month

PRO

+ ₹999

/field employee/month

PRO

+ €15

/field employee/month

PRO

+ £12

/field employee/month

PRO

+ A$25

/field employee/month

ENTERPRISE

+ $15

/field employee/month

ENTERPRISE

+ ₹999

/field employee/month

ENTERPRISE

+ €15

/field employee/month

ENTERPRISE

+ £12

/field employee/month

ENTERPRISE

+ A$25

/field employee/month

For support agents and field supervisors
Service task management
Field team management
Appointment booking and management
Scheduling dashboard
Curated report to monitor field team performance
Curated report to track field service volume trends
Custom roles for FSM
For field technicians
iOS and Android apps for field service
Push notifications
Time tracking and logging for service tasks
Obtain customer signatures
Private notes in service tasks
Navigate to customer service locations