Support Desk combines best-in-class ticketing, self-service, and reporting.

Free

For getting started

$0

UNLIMITED agents

 

 

€0

UNLIMITED agents

 

 

£0

UNLIMITED agents

 

 

₹0

UNLIMITED agents

 

 

A$0

UNLIMITED agents

 

 

  • Email & Social Ticketing Convert all email and social media queries from your customers into tickets and track, prioritize, and reply to them using Freshdesk.
  • Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
  • Knowledge Base Enable customers to help themselves by leveraging the power of Freshdesk’s advanced knowledge base.
  • Ticket Trend Report Analyze the trend of tickets your team receives and resolves in a day and stay on top of your backlog tickets by allocating resources at the right time.
  • Datacenter Location Choose the location of the data center in which you want your data to be securely hosted.
  • Team Collaboration

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Growth

For fast growth

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

€15

/agent/month, billed annually

€18

/agent/month, billed monthly

£12

/agent/month, billed annually

£15

/agent/month, billed monthly

₹999

/agent/month, billed annually

₹1199

/agent/month, billed monthly

A$25

/agent/month, billed annually

A$30

/agent/month, billed monthly

Everything in Free and…

  • Automation Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
  • Collision Detection Know when another agent is viewing/replying to a ticket and avoid duplicating each other’s effort.
  • Marketplace Apps Get access to hundreds of apps and extend the capabilities of your helpdesk, with the Freshworks Marketplace.
  • Helpdesk Report Get an overview of your Freshdesk account and all the important metrics associated with your helpdesk’s performance.
  • SLA & Business hour Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk and set the right business hours.
  • Custom Email Server
  • Custom Ticket Views
  • Ticket Fields & Status
  • Customer Fields
  • Custom SSL

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Pro

For high performance

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

€49

/agent/month, billed annually

€59

/agent/month, billed monthly

£35

/agent/month, billed annually

£42

/agent/month, billed monthly

₹3599

/agent/month, billed annually

₹4299

/agent/month, billed monthly

A$69

/agent/month, billed annually

A$83

/agent/month, billed monthly

Everything in Growth and…

  • Round-robin Routing Assign tickets to all the available agents in a group in a circular fashion.
  • Custom Roles Restrict and provide fine-grained levels of access to agents in your Freshdesk.
  • Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
  • Customer Segments Categorize your customers based on their profiles to provide personalized support.
  • Versions in Knowledge Base Edit, restore, and manage versions of your knowledge base articles with ease.
  • Multiple Products (up to 5) Manage support for up to 5 products from one Freshdesk account by setting up separate support portals for each of them.
  • Includes up to 5000 Collaborators Invite external agents and third-parties into Freshdesk to help full-time agents resolve complex customer issues.
  • Extendable API Limits
  • CSAT Survey & Reports
  • Multiple SLA & Business hours
  • SLA Reminder & Escalation
  • Multilingual Knowledge Base
  • Custom Apps

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EnterprisePopular

For Enterprise-grade support

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

₹5699

/agent/month, billed annually

₹6899

/agent/month, billed monthly

€79

/agent/month, billed annually

€95

/agent/month, billed monthly

£60

/agent/month, billed annually

£72

/agent/month, billed monthly

A$109

/agent/month, billed annually

A$131

/agent/month, billed monthly

Everything in Pro and…

  • Skill-based Routing 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.
  • Audit Log Monitor helpdesk changes easily and always stay updated on what’s happening in your helpdesk.
  • Knowledge Base Approval Workflow Track, review, approve, and publish knowledge base articles.
  • Agent Shifts Manage your global team's schedules and availabilities across different time zones in one place, to ensure that no customer goes unanswered.
  • IP Range Restriction Increase helpdesk security by allowing certain IP addresses to access your portal.
  • Email Bot Automatically responds to email tickets with solution articles. The email bot consumes bot sessions. freddy
  • Includes 5000 bot sessions/month A bot session is any unique interaction between an end-user and a bot. For details on additional sessions and auto-recharge, refer to the FAQ section.
  • Assist Bot Guide agents through pre-configured steps to help resolve customer queries faster. (The Assist Bot doesn't require bot sessions) Freddy
  • Auto-triage Automatically predict basic ticket fields like the Type, Priority & Group and other custom ticket fields. freddy
  • Article Suggester Let Freddy suggest solution articles to your agents to help them respond to email tickets. freddy
  • Robo Assist Bring your own RPA provider to automate business processes with Robo Assist. Check FAQ for more details. Freddy
  • Canned Response Suggester Let Freddy suggest canned responses to your agents to help respond faster to tickets Freddy
  • Multiple products (Unlimited)
  • Social Signals Use AI to find important tweets and cancel out the noise

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Leverage messaging and telephony features with your Support Desk to offer seamless support across channels from one place.

Growth Omnichannel

For fast growth

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

€29

/agent/month, billed annually

€35

/agent/month, billed monthly

£25

/agent/month, billed annually

£30

/agent/month, billed monthly

₹1999

/agent/month, billed annually

₹2399

/agent/month, billed monthly

A$45

/agent/month, billed annually

A$54

/agent/month, billed monthly

Everything in Growth of Freshdesk Support Desk, Messaging, and Contact Center

  • Email, Social, Messaging, Telephony Channels
  • Includes up to 2000 Bot Sessions/Month A bot session is any unique interaction between an end-user and a bot. For details on additional sessions and auto-recharge, refer to the FAQ section FREDDY
  • Includes up to 2000 Incoming Minutes/Month Applies to LOCAL incoming calls attended on browser in US, Canada, EU, UK and ANZ. Flat rate of USD 0.013/min apply once the free minutes are exhausted
  • Chatbot Builder Build your own bots to answer questions and guide your customers for quicker resolution
  • Chatbot Analytics Get a breakdown of how your visitors interact throughout the chatbot flow
  • Messaging Topics Conversation threads to help connect users with the right team
  • Contact Management
  • Custom Inbox Views
  • SLA & Business hours
  • Marketplace Apps Extend your support capabilities by integrating with the top apps on our marketplace
  • Automations
  • Data Center Location
  • Ticket, Conversation, and Call Reports
  • Omnichannel Dashboard Monitor your team’s performance across channels in real-time

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Pro OmnichannelPopular

For high performance

$59

/agent/month, billed annually

$71

/agent/month, billed monthly

€59

/agent/month, billed annually

€71

/agent/month, billed monthly

£45

/agent/month, billed annually

£56

/agent/month, billed monthly

₹4299

/agent/month, billed annually

₹5159

/agent/month, billed monthly

A$85

/agent/month, billed annually

A$102

/agent/month, billed monthly

Everything in Pro of Freshdesk Support Desk, Messaging, Contact Center and more.

  • Whatsapp Business Message your customers on apps they use daily
  • Apple Business Chat Message your customers on apps they use daily
  • Omnichannel Customer Timeline Get a timeline of a customer’s past interactions with your team across channels to get instant context on a customer’s problem
  • Omnichannel Knowledge Base All self service content will be centrally curated, operated, and managed within Freshdesk. These articles can be accessed across channels like, chat, webpage, or bot suggestions.
  • Roles & Permissions Provide or restrict access to your agents at granular levels.
  • Custom Reports Create powerful ticketing and call reports unique to your business and draw deeper insights from your support data.
  • Co-browsing Provide customer support on a personalized level with screen sharing and audio chat.
  • Multilingual Support Support customers globally by creating solution articles in multiple languages, to be shown on your customer portal or chat widget.
  • Includes 3000 Local Incoming Min/Month Applies to local incoming calls attended on browser in US, Canada, EU, UK, and ANZ. Flat rate of USD 0.013/min apply once the free minutes are exhausted.
  • Includes up to 3000 Bot Sessions/Month A bot session is any unique interaction between an end-user and a bot. For more details on additional sessions and auto-recharge, check the FAQ section. Freddy
  • Includes up to 5000 Collaborators Invite external agents and third-parties into Freshdesk to help full-time agents resolve complex customer issues.
  • Extendable API Limits
  • Custom Apps Extend your support capabilities by building apps customized for your business
  • Holiday Routing
  • Advanced Call Management
  • Agent Availability Report
  • CSAT Survey & Report

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Enterprise Omnichannel

For Enterprise-grade support

$99

/agent/month, billed annually

$119

/agent/month, billed monthly

€99

/agent/month, billed annually

€119

/agent/month, billed monthly

£75

/agent/month, billed annually

£90

/agent/month, billed monthly

₹7199

/agent/month, billed annually

₹8699

/agent/month, billed monthly

A$140

/agent/month, billed annually

A$168

/agent/month, billed monthly

Everything in Enterprise of Freshdesk Support Desk, Messaging, Contact Center and more.

  • Omniroute™ Manage workload for your teams across multiple support channels, all in one place.
  • IP Range Restriction Increase security by allowing certain IP addresses to access your support across channels.
  • Email Bot Automatically responds to email tickets with relevant solution articles. The Email Bot consumes bot sessions. freddy
  • Voicebot Train the bot with Q&A sets, and deploy on the phone channel. This feature is available on-request and consumes bot sessions Freddy
  • Speech-enabled IVR Enable customers to connect with your agents through voice commands with a speech-enabled IVR system. freddy
  • Includes up to 5000 Bot Sessions/Month A bot session is any unique interaction between an end-user and a bot. For more details on additional sessions and auto-recharge, check the FAQ section. Freddy
  • Includes 5000 Local Incoming Min/Month Applies to local incoming calls attended on browser in US, Canada, EU, UK, and ANZ. Flat rate of USD 0.013/min apply once the free minutes are exhausted.
  • Abandoned Call Metrics Track all abandoned calls and optimize your IVR menu.
  • Assist Bot Guide agents through pre-configured steps to help resolve customer queries faster. freddy
  • Auto-triage Automatically predict default ticket fields like the Type, Priority & Group and other custom ticket fields freddy
  • Robo Assist Bring your own RPA providers to automate your business processes with Robo Assist. See FAQs for more details.
  • Canned Response Suggester Let Freddy suggest canned responses to yours agents to help them respond faster to tickets
  • Article Suggester Let Freddy suggest solution articles to yours agents to help them respond faster to tickets freddy
  • Social Signals Use AI to automatically find important tweets quickly and cancel out the noise
  • User Authentication (JWT)
  • Service Level Monitoring Track how well your phone team is meeting their service level targets

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Enhance your Freshdesk with add-ons

 

Additional bot sessions

$75 for 1000 bot sessions/month

€75 for 1000 bot sessions/month

£55 for 1000 bot sessions/month

₹5400 for 1000 bot sessions/month

A$110 for 1000 bot sessions/month

Email bot, chatbots, and Voicebot consume bot sessions

The validity of sessions purchased aligns with your payment cycle. See FAQs for more details.

Use bots to automate the resolution of issues.

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Field Service Management

$15/field employee/month

€15/field employee/month

£12/field employee/month

₹999/field employee/month

A$25/field employee/month

Available from the Growth plan.

Add field employees, manage appointments and schedules, and deliver stellar support in person too.

Scheduling Dashboard

Time Tracking

Map View

Offline Availability

iOS and Android Apps

Analytics

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All prices are exclusive of applicable taxes

24 x 7 email support included with all plans

24 x 5 phone support included with all paid plans

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Can’t decide which plan is right for you?

See our complete feature comparison

Day Passes

Need some extra hands on support?

Expecting a spike in support traffic or need subject matter expertise? Day passes help you to add extra agents who have the scope of a normal agent for a day at a time. Day passes would be valid until the end of the day or 00:00 hours.

Frequently Asked Questions

How does the 21-day free trial work?

After you sign up, you can access all the features in the Enterprise or Pro Omnichannel Plan for 21 days. We want to make sure that you are completely satisfied with Freshdesk before you buy the product. At any point during your trial, you can add your credit card to purchase any plan of your choice.

Can I upgrade or downgrade my subscription?

Yes, you can choose to upgrade your subscription instantly. If you wish to downgrade or cancel your subscription, you can do so at the end of your term. Click on ‘Plans & Billing’ in your Freshdesk account to modify your subscription details.

How safe is my data?

We take security seriously and you get to choose your data center from the get-go. Our servers are hosted in world-class data centers that are protected by biometric locks and 24-hour surveillance. We ensure that our application is always up to date with the latest security patches. All Freshdesk plans include SSL for encryption, for FREE, to keep your data safe.

Do you have any cancellation fees?

No. Freshdesk is a pay-as-you-go service. We do not have any cancellation fees. You can cancel whenever you want but your cancellation will come into effect only after the end of your term.

What types of payment do you accept?

We accept Visa, Mastercard, Discover, and American Express. We do not accept PayPal. We will not be able to accept purchase orders over the phone. All of our offline payments follow USD pricing.

What does Freshdesk Omnichannel include?

Each agent on Freshdesk Omnichannel has access to all features from Freshdesk Support Desk, Freshdesk Messaging, Freshdesk Contact Center, to support customers across channels from one place, with all the context and customer information. Freshdesk Omnichannel plans will include the Growth, Pro, and Enterprise plans of Support Desk, Messaging, and Contact Center respectively, with up to 50% discount.

Can I purchase only Field employee licenses without helpdesk agent licenses?

You need a minimum of one helpdesk agent on a paid plan to purchase Field employee licenses. There are no limits on the number of field employee licenses you can subscribe to at a time.

What is Freddy?

Freddy is a premium AI offering from Freshworks. It includes AI bots for stellar customer-facing and agent-facing AI features that automate mundane tasks for agents to improve their productivity. To know more about Freddy, click here

What is a bot session?

A bot session is any unique interaction between an end-user and a bot:

  • On email, every email response is counted as 1 bot session
  • On voice, every voice bot response is counted as 1 bot session
  • On chat, all end-users to bot interactions in a day are counted as 1 bot session and lasts for a maximum of 24 hours. 

Only customer-facing AI bot features consume bot sessions while agent-facing AI features and bots don’t consume bot sessions.

How can I buy additional bot sessions? What’s the validity of the sessions?

You can purchase an unlimited number of bot sessions. You can purchase extra sessions at $75 for 1000 sessions.
The validity of bot sessions aligns with your payment cycle. For example: If you choose to pay quarterly, your bot sessions will also expire quarterly.

What is Robo Assist (RPA connectors)?

With Robo Assist (Robotic Process Automation connectors) you can integrate to any RPA provider like UI Path, Automation Anywhere, etc, to automate business processes. 

Robo Assist helps agents execute lengthy and repetitive customer support processes with a single click by replicating agent UI actions on any external system using UI actions or APIs. 

Do I have to bring my own RPA vendor for using Robo Assist?

You can use Robo Assist (RPA connectors) with your existing RPA vendor and processes built on that vendor's tools. In case you don't have an existing vendor, we will recommend a vendor and build processes for you as part of the implementation, at an additional charge. Contact us for more details.