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

Sprout

For getting started

FREE

UNLIMITED agents

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  • 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.

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Blossom

For standard support

$ 15

/agent/month, billed annually

$19

/agent/month, billed monthly

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Everything in Sprout and…

  • Automations 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 Management Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk.
  • Business Hours Define your business hours upfront and make sure that your SLAs don't get violated when your agents aren't at work.

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Garden

For getting efficient

$ 35

/agent/month, billed annually

$45

/agent/month, billed monthly

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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 well-crafted customer satisfaction surveys.
  • Performance Reports Get a summary of how your 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 in a single portal to support your global customer base.
  • Custom Apps Create and install custom apps to extend the capabilities of your Freshdesk.

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EstatePopular

For stellar performance

$ 49

/agent/month, billed annually

$69

/agent/month, billed monthly

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Everything in Garden 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.
  • Portal Rebrand Change the entire look, feel, and functionality of your customer portal to suit your brand.
  • 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.
  • Versioning in Knowledge Base Edit, restore, and manage versions of your knowledge base articles with ease.
  • Multiple Products Manage support for all your products from one Freshdesk account by setting up separate support portals for each of them.
  • Dynamic Ticket Forms Set up dynamic sections to improve the structure of your ticket form to cater to all your use-cases

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Forest

Perfect for enterprises

$ 99

/agent/month, billed annually

$125

/agent/month, billed monthly

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Everything in Estate 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. beta
  • IP Whitelisting Increase helpdesk security by allowing certain IP addresses to access your portal.
  • Agent Scripts Guide agents through pre-configured steps to help resolve customer queries faster. Freddy
  • Email Bot Automatically responds to tickets with solution articles. Includes 5000 Freddy sessions/month for FREE. For extra sessions, purchase 1000 sessions for $100 freddy
  • Auto-triage Automatically predict basic ticket fields like the Type, Priority & Group. freddy
  • Article Suggester Let Freddy suggest solution articles to your agents to help them respond to email tickets. freddy
  • HIPAA Compliance Protect your customers’ sensitive healthcare data from cyber attacks.

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Leverage Freshchat and Freshcaller features with Freshdesk to offer seamless support across channels from one place.

Estate OmnichannelPopular

For stellar performance

$ 79

/agent/month, billed annually

$99

/agent/month, billed monthly
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Everything in Estate of Freshdesk, Freshchat, Freshcaller and more.

  • Email, Social, Chat, Phone Channels
  • Messaging Message your customers on apps they use daily, such as WhatsApp, Apple Business Chat, Facebook Messenger from a single platform. add-on
  • 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
  • Roles and 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

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Forest Omnichannel

Perfect for enterprises

$ 139

/agent/month, billed annually

$169

/agent/month, billed monthly
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Everything in Forest of Freshdesk, Freshchat, Freshcaller and more.

  • Agent Scripts Guide agents through pre-configured steps to help resolve customer queries faster. freddy
  • Email Bot Automatically responds to tickets with relevant solution articles. freddy
  • Auto-triage Automatically predict ticket fields like the Type, Priority & Group. freddy
  • Omniroute™ Manage workload for your teams across multiple support channels, all in one place.
  • Chatbots Build your own chatbots to answer questions and guide customers through troubleshooting steps for quicker resolutions Freddy
  • Voicebot Train the bot with Q&A sets, and deploy on the phone channel. This feature is available on-request Freddy
  • Speech-enabled IVR Enable customers to connect with your agents through voice commands with a speech-enabled IVR system. freddy
  • Abandoned Call Metrics Track all abandoned calls and optimize your IVR menu.
  • IP Whitelisting Increase security by allowing certain IP addresses to access your support across channels.
  • Includes 5000 Freddy sessions/month For extra sessions, purchase 1000 sessions for $100 Freddy
  • Includes 5000 local incoming min/month Applies to local incoming calls attended on browser in US, Canada, EU, UK, and ANZ

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Explore our add-ons

Supercharge your Freshdesk with add-ons

 

Freddy Ultimate

$75/agent/month + $500 for 5000 Freddy sessions/month

€75/agent/month + €500 for 5000 Freddy sessions/month

R1,100/agent/month + R7,500 for 5000 Freddy sessions/month

£55/agent/month + £375 for 5000 Freddy sessions/month

₹5,400/agent/month + ₹36,000 for 5000 Freddy sessions/month

A$110/agent/month + A$725 for 5000 Freddy sessions/month

Available on Forest and Forest Omnichannel

Includes everything in Freddy Self-service and...

Improve your customer experience and agent productivity with the best-in-class bots and AI/ML features from Freddy.

Auto Triage for Custom Fields Automatically predict custom ticket fields for all your tickets with Freddy AI

Robo Assist (RPA Connectors) Bring your own RPA vendor to automate business processes with Robo Assist. See FAQ for more details.

Assist Bot Guide agents through pre-configured steps in multiple languages; use API connectors and intents to help your agents resolve customer queries faster.

Canned Response Suggester Let Freddy suggest canned responses to your agents to help them respond to email tickets.

Analytics Create powerful reports with attributes and visualizations unique to your business and draw deeper insights from your support data.

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Freddy Self-service

$500 for 5000 Freddy sessions/month

€100 for 1000 Freddy sessions/month

R1500 for 1000 Freddy sessions/month

£75 for 1000 Freddy sessions/month

₹7200 for 1000 Freddy sessions/month

A$145 for 1000 Freddy sessions/month

Available on all plans

Automate the resolution of issues using highly-customizable chatbots and superior API connectors from Freddy AI.

Chatbot Builder Build chatbots using the no-code GUI builder by defining answers and conditional flows unique to every use-case in your business.

API Connectors Fetch or push information by integrating your bot with your favorite apps and tools.

Intent Detection Train your bot to capture intent and provide relevant answers at all times.

Rich media interactions Set up rich interactions like carousels, calendars, etc. for your customers to converse with ease.

Custom CSS & JS Customize the look and feel of your chatbot widget to suit your branding, use custom JS to bring in HTML pages inside the widget.

Custom Params Pass information about the customer and conversation to the bot to provide contextual support.

WhatsApp Business Integration Offer instant support by deploying your bot inside your WhatsApp business account.

Facebook Messenger Integration Offer instant support by deploying your bot inside your FB Messenger account.

Multilingual Bots Set up your bot in multiple languages to support your global customer base.

Analytics Create powerful reports with attributes and visualizations unique to your business and draw deeper insights from your support data.

Bot Activities Monitor bot activities easily and always stay updated on what’s happening in every conversation.

Agent Handover Have your bot transfer conversations to your agents seamlessly, whenever necessary.

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Field Service Management

$29/field employee/month

€29/field employee/month

R435/field employee/month

£22/field employee/month

₹1,999/field employee/month

A$42/field employee/month

Available from the Blossom 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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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.

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Frequently Asked Questions

How does the 21-day free trial work?

After you sign up, you can access all the features in the Freshdesk Estate or Freshdesk Estate 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. Our data center is EU-safe-harbor compliant and 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, Freshchat, Freshcaller, to support customers across channels from one place, with all the context and customer information. Freshdesk Omnichannel plans will include the Estate and Forest plans of Freshdesk, Freshchat, and Freshcaller respectively, with over 40% 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.

  • Freddy's customer facing AI features in Forest and Forest Omnichannel have 5000 Freddy sessions/month included for FREE.
  • Refill packs for the customer-facing AI features can be purchased at $100 for 1000 Freddy sessions/month 

What is a Freddy session?

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

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

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

How can I buy additional Freddy sessions? What’s the validity of a pack?

You can purchase an unlimited number of Freddy sessions as packs. You can purchase extra packs at $100 for 1000 sessions.
The validity of a pack aligns with your payment cycle. For example: If you choose to pay quarterly, your Freddy 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.