Freshdesk
AI-powered help desk software for ticketing and support automation.
Overview
Freshdesk is Freshworks' customer support help desk (Freshworks sells IT service management separately, as Freshservice). Every paid plan includes ticketing, a shared inbox, a customer portal and knowledge base, automations, and out-of-the-box reporting, so the differences between tiers are mostly about routing, SLAs, dashboards, multilingual support, and enterprise controls rather than core self-service.
What Freshdesk includes
Verified from Freshdesk's pricing page, checked October 20, 2026.
Ticketing and collaboration
- All plans include ticketing and a shared inbox, threads and tasks, roles and permissions, automations, and business-rule ticket dispatch.
- Pro adds external collaborators, with 5,000 collaborators included.
Source: Freshdesk pricing page (plan cards and comparison table)
Routing and SLAs
- Pro adds round-robin and load-balanced assignment, intelligent routing, and multiple SLA policies.
- Skill-based ticket assignment is Enterprise-only.
Source: Freshdesk pricing page (plan cards and comparison table)
Knowledge base and self-service
- A customer portal and knowledge base are included on every plan, starting with Growth.
- A multilingual help desk starts on Pro.
AI
- Freddy AI Agent (AI Agent Studio and Email AI Agent) is on every plan. The first 500 sessions are free, once per account; additional sessions cost $49 per 100, and session packs expire with your payment cycle.
- For the Email AI Agent, a session is a 72-hour window starting from the customer’s first email, however many AI replies it includes.
- Freddy AI Copilot is a $29/agent/month add-on on Pro and Enterprise. Freddy AI Insights is Enterprise-only.
Source: Freshdesk pricing page (plan cards, comparison table, and FAQ)
Reporting
- Out-of-the-box analytics, standard reports, and real-time dashboards are on every plan.
- Custom real-time dashboards start on Pro.
Enterprise controls and usage-based extras
- Enterprise adds sandbox, audit logs, and allowed domains and IP whitelisting.
- Day passes for occasional agents cost $2 (Growth), $7 (Pro), or $12 (Enterprise) per pass. Connector app tasks cost $80 per 5,000. MCP actions included per year: 1,200 (Growth), 6,000 (Pro), 12,000 (Enterprise), with extra packs at $15 per 1,000.
Source: Freshdesk pricing page (plan cards and comparison table)
Pricing
| Plan | Price | Includes |
|---|---|---|
| Growth | $19/agent/mo, billed annually | Ticketing and shared inbox, customer portal and knowledge base, out-of-the-box reporting, Freddy AI Agent |
| Pro | $55/agent/mo, billed annually | Multilingual help desk, custom dashboards, intelligent routing, multiple SLA policies, external collaborators |
| Enterprise | $89/agent/mo, billed annually | Freddy AI Insights, skill-based routing, sandbox, audit logs, allowed domains and IP whitelisting |
| Freddy AI Copilot (add-on) | $29/agent/mo | Pro and Enterprise |
| Extra AI Agent sessions | $49 per 100 sessions | After the one-time 500 free sessions |
Prices are per agent per month, billed annually. The pricing page has a monthly toggle but doesn't show monthly prices. There's no free plan: signing up starts a 14-day trial of the Enterprise plan, after which you choose a paid plan or the account is suspended. The pricing page doesn't list chat, phone, or social channels plan by plan, so confirm channel coverage with Freshworks.
Source: Freshdesk pricing page, checked October 20, 2026. Prices change often — confirm current figures with Freshdesk before buying.
Our analysis
Editorial analysis by SaaSMood, based on the published pricing above — not hands-on testing.
Watch what you build during the trial. The 14-day trial runs on Enterprise, and skill-based assignment, sandbox, audit logs, and AI Insights are Enterprise-only. A workflow set up during the trial can quietly depend on features that disappear if you then choose Growth or Pro, so list the features you configured before you pick a plan.
Budget AI by the month, not by the free allowance. The 500 free AI Agent sessions are a one-time allowance per account. As an illustration, a team whose Email AI Agent handles 300 conversations a month would use that allowance within two months; after that, 300 sessions a month would cost $147 at $49 per 100.
The Growth-to-Pro step is $36 per agent per month on annual billing, or $4,320 a year for 10 agents. That buys multiple SLA policies, round-robin assignment, custom dashboards, multilingual support, and Copilot eligibility. It is the same dollar gap as Zendesk’s Support Team to Suite Team step, but it buys service-level and reporting features rather than new channels.
Advantages
Editorial analysis.
- Self-service from the entry tier: a knowledge base and customer portal come with Growth, so a small team doesn’t need a higher plan or a separate tool to publish help content.
- Predictable tier steps: published prices run $19, $55, and $89, with no "talk to sales" gap before the enterprise controls.
- Low-cost occasional access: day passes let part-time or seasonal agents work in the help desk without a full seat.
Good fit for
Editorial analysis.
- Small and midsize teams that want a knowledge base and customer portal from the entry plan
- Teams that need multiple SLA policies or multilingual support without enterprise controls (Pro)
- Organizations that need sandbox testing, audit logs, and IP restrictions at a published price (Enterprise)
Limitations to know
From Freshdesk's pricing page.
- The 500 free AI Agent sessions are a one-time allowance per account, not monthly; additional sessions cost $49 per 100.
- Multiple SLA policies, round-robin assignment, and custom dashboards start on Pro ($55/agent/month).
- Skill-based assignment, sandbox, and audit logs require Enterprise ($89/agent/month).
- Freddy AI Copilot is not offered on Growth.
- The pricing page doesn't show monthly prices or list support channels plan by plan.
Questions to ask before choosing Freshdesk
- How many AI Agent sessions will we use each month once the one-time 500 are gone?
- Do we need more than one SLA policy, for example by customer tier? That requires Pro.
- Which channels do we need, and does the plan we’re buying cover them? Confirm with Freshworks, since the pricing page doesn’t list them per plan.
- Which features did we configure during the Enterprise trial, and does our chosen plan keep them?
- Do occasional agents need access? Day passes cost $2–$12 per pass depending on plan.
- Will we want Copilot? It’s an add-on from Pro, at $29/agent/month.
Related SaaSMood guides
- Freshdesk Review
- Zendesk vs Freshdesk
- Zendesk Alternatives
- Best Help Desk Software for Small Businesses
- Help Desk SLAs: How to Set and Measure Them
- Freshservice (IT service management)
Coverage
- Best Customer Support Software for SaaS Companies
Three customer support platforms built for how SaaS companies actually operate — in-app support, API-driven integrations, and product-led growth.
- Best Help Desk Software for Small Businesses in 2026
Three help desk platforms worth considering for a small business, with real pricing and what each one is actually best at.
- Best Ticketing Systems for Businesses in 2026
Three ticketing systems worth considering in 2026, covering both customer-support ticketing and internal IT service management.
- Freshdesk Review 2026: Complete Help Desk Software Review
An independent review of Freshdesk's help desk platform — pricing tiers, what's included, and who it's the right fit for.
- Zendesk vs Freshdesk (2026): Features and Pricing Compared
A side-by-side look at Zendesk and Freshdesk pricing, features, and which one fits different team sizes and support needs.
- Zendesk Alternatives in 2026: Top Picks Compared
Looking for a Zendesk alternative? A comparison of the strongest options for teams that want similar core functionality at a different price or complexity level.