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SPECIFICTION
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Freshdesk

freshworks.com

From $19/mo Free plan API
Visit freshworks.com
Spec score 8.8 #1 of 25 in Support Analytics

What it is

Freshdesk is customer service software for organizing support requests across email, web forms, chat, social networks, and messaging channels. Its shared inbox brings conversations together, while ticket automation, case management, SLA management, and workflow actions support service teams. Customers can use a help center and portal, and service analytics can be customized. Freshdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Teams can set role-based permissions; the Enterprise plan adds audit logs, allowed domains, and IP whitelisting. Authentication includes SAML single sign-on and JWT, with API access available. The Free program covers 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100.

Spec sheet

Free plan
NoRead 20 Sep 2026 · freshworks.com
Starting price
Paid plans start at $19 per agent per month, billed annually.Read 27 Sep 2026 · freshworks.com
Third-party integrations
Connector app tasks automate workflows between Freshdesk and third-party integrations.Read 27 Sep 2026 · freshworks.com
Headquarters
San Mateo, California, United StatesRead 23 Sep 2026 · freshworks.com
Founded
2010Read 28 Sep 2026 · freshworks.com
AI session add-on
Additional AI Agent sessions cost $49 per 100 sessions.Read 27 Sep 2026 · freshworks.com
Annual discount
Annual billing saves 20%.Read 27 Sep 2026 · freshworks.com
API access
YesRead 20 Sep 2026 · freshworks.com
Authentication options
The product supports SAML single sign-on and JWT authentication.Read 27 Sep 2026 · freshworks.com
Business reach
Freshdesk is described as trusted by 74,000+ businesses worldwide.Read 27 Sep 2026 · freshworks.com
Customer portal
Plans include a customer portal and knowledge base.Read 27 Sep 2026 · freshworks.com
Free trial
The page offers a free trial.Read 27 Sep 2026 · freshworks.com
Help center
YesRead 20 Sep 2026 · freshworks.com
Included agent seats
1Read 20 Sep 2026 · freshworks.com
Included AI sessions
The first 500 Freddy AI Agent sessions are included.Read 27 Sep 2026 · freshworks.com
Live translation
Freddy AI Copilot translates conversations and responses in 60+ languages.Read 27 Sep 2026 · freshworks.com
MCP actions
Plans include yearly MCP actions, with extra actions available for $15 per 1,000.Read 27 Sep 2026 · freshworks.com
Multilingual support
The helpdesk can support multiple languages.Read 27 Sep 2026 · freshworks.com
Security controls
Enterprise includes audit logs plus allowed domains and IP whitelisting.Read 27 Sep 2026 · freshworks.com
Shared inbox
Plans include a shared inbox for support-team collaboration.Read 27 Sep 2026 · freshworks.com
SLA management
Pro and Enterprise include multiple SLA policies.Read 27 Sep 2026 · freshworks.com
Support services
Freshworks lists support, training and certification, services, academy, and community resources.Read 27 Sep 2026 · freshworks.com
Team permissions
Role-based access control defines what agents can see and do.Read 27 Sep 2026 · freshworks.com
Ticket automation
Automations support repetitive tasks, follow-ups, and escalations.Read 27 Sep 2026 · freshworks.com

Plans and prices

Free program Free 1-2 agents · 6 months Read 20 Sep 2026 · freshworks.com
Growth $19 a month billed annually Ticketing · Customer portal · Reports Best suits teams that want AI-powered service over email Read 27 Sep 2026 · freshworks.com
Pro $55 a month billed annually Customized support portals · Custom objects · Advanced ticketing · Custom reporting · Different routing mechanisms Most popular Read 27 Sep 2026 · freshworks.com
Enterprise $89 a month billed annually Audit logs · Approval workflows · Skills-based assignments · Additional security features Enterprise-grade AI-powered service Read 27 Sep 2026 · freshworks.com

Every Freshdesk plan and price →

Strong points and limits

Strong points

  • Free program covers 1–2 agents for six months.
  • Includes shared inbox, ticket automation, and SLA management.
  • Freddy AI Copilot translates in 60+ languages.
  • SAML single sign-on and JWT are supported.
  • A 14-day trial is offered.

Limits

  • Paid plans start at $19 per agent per month, billed annually.
  • Only the first 500 Freddy AI Agent sessions are included.
  • Additional AI sessions cost $49 per 100.

Who it suits

Freshdesk suits service teams handling requests across multiple channels who need shared ticketing, a customer portal, and workflow automation. Its language support may suit teams serving customers in multiple languages.

Verdict

Freshdesk combines multichannel support handling with automation, customer-facing tools, and language features. Check agent pricing and the included AI session allowance against your team's needs.

Where Specifiction places it

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