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MONTHLY

YEARLY

SPROUT

For getting started

FREE

UNLIMITED agents

Email Ticketing Convert all email queries into tickets and track, prioritise and reply to them using Freshdesk.
Ticket Dispatch Automatically assign new incoming tickets to agents and groups based on keywords, ticket requester or ticket properties.
Team Collaboration Collaborate with team members across the company and even outside the company to resolve customer issues faster.
Knowledge Base Enable customers to help themselves by leveraging the power of Freshdesk’s advanced knowledge base.
Ticket Trend Report An analysis of the tickets created, tickets resolved and tickets left unresolved over a specified period of time.
Social Ticketing Integrate your primary Twitter and Facebook handles with Freshdesk and manage of all your social interactions.

Omnichannel

0 /agent/month

Convert calls to tickets in Freshdesk

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BLOSSOM

Perfect for small teams

$ 15

/agent/month billed yearly monthly

Everything in Sprout and…

Automations Automatically execute actions on new and existing tickets using time and event based triggers.
Collision Detection Know when another agent is viewing/replying to a ticket. This helps agents avoid duplicating each other’s effort.
Marketplace Apps Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshdesk Marketplace.
Helpdesk In-depth Gives you a report of your helpdesk and all the important metrics associated with creating and resolving tickets.
SLA Management Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk.
Business Hours Set the working hours of your business and anything outside these hours, including calls, will not be timed by Freshdesk for SLA compliance.

Omnichannel

0 /agent/month

Manage chats and calls within Freshdesk

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GARDEN

Ideal for growing teams

$ 29

/agent/month billed yearly monthly

Everything in Blossom and…

Time Tracking Invoice customers by keeping track of the time your team spends on customer support.
CSAT Surveys Measure the quality of your customer service by sending out precise and well-crafted customer satisfaction surveys.
Session Replay Preview recordings of user sessions on your website and spot where your customers are running into problems.
Performance Reports Gives you a summary of how agents & groups have performed with respect to various support parameters in a specified time period.
Multilingual Knowledge Base Create knowledge base articles in multiple languages from a single portal to support customers globally.

Omnichannel Includes Blossom's Omnichannel features

10 /agent/month

Embedded Chat FAQs Integrate FAQs inside the chat widget and reduce the number of support queries.
Triggered messages Trigger in-app chat campaigns. Target, engage, and convert visitors.
IVR Easily route calls to your agents or teams, along with the ability to include self service options.
Call masking Mask your call center number to make the conversation personal.

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ESTATE

Best value for large teams

$ 49

/agent/month billed yearly monthly

Everything in Garden and…

Ticket Assignment Automation Choose to assign tickets to all the available agents in a group either by setting a threshold for the tickets they can handle at a given time or in a circular, round-robin fashion.
Custom Roles Pick and choose actions and create a custom agent role apart from the 4 default ones.
Portal Customization Change the entire look, feel, and functionality of your customer portal based on your brand language.
Enterprise Reporting Get access to powerful reports that can help you draw deeper insights from your helpdesk data.
Multiple SLAs & Timezones Set up multiple SLA policies and timezones to accommodate the expectations of different kinds of customers,different agent shifts, products, etc.

Omnichannel Includes Garden's Omnichannel features

20 /agent/month

Freddy Answer Bot Freddy Answer Bot gives instant and precise answers to your customer's questions helping with instant resolutions and happier customers. But it doesn’t stop with deflection. It follows up the answers with intent-based bot conversations to engage and delight customers.
In-app chat campaigns Onboard, support, and retain users with proactive messages. Target up to 10k users per day.
Smart call escalations Route calls to another active avenue (voicemail or a different team, for instance) when agents are unable to attend them.
Call barging & monitoring Monitor your agents' calls, and even barge in at any point to speak to the callers and the agents simultaneously.

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FOREST

Made for enterprises

$ 109

/agent/month billed yearly monthly

Everything in Estate and…

Skill-based Ticket Assignment Match tickets to the agent most proficient in handling specific types of issues within the group.
Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
IP Whitelisting Increase helpdesk security by controlling who can log into the portal using their IP addresses.
HIPAA Compliance
Extendable API rate limit

Omnichannel Includes Estate's Omnichannel features

free

Co-browsing Connect on a personalized level with screen sharing and audio chat for support.
Multilingual Chat FAQs Chat widget FAQ channels will be visible in the browser language chosen by a user.
Holiday routing for phone calls Ensures calls during ‘declared’ holidays are treated similar to those during non-working hours and handled accordingly.

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FSM

Available on Estate and Forest Plans

Field Service Management

Add field technicians, manage schedules and appointments, and track service performance with curated reports. Deliver stellar support in person with the FSM module for Freshdesk.

Manage field teams Track appointments Monitor metrics