Growth
$15
/month
- + Automation
- + SLA management
- + Marketplace apps
- + Per agent/month billed annually
Freshdesk
Cloud-based helpdesk and customer support platform with ticketing, automation, multi-channel support, and AI-powered features for teams of all sizes.
customer-support
Our Score
4.4
Starting at $15 /month
Free Plan Available
Try Freshdesk Free →
Affiliate link
4.4
RecommendedFreshdesk Score
Ease of Use
4.5
Features
4.3
Value
4.5
Support
4.1
Based on our editorial review across usability, features, value, support, and integrations.
Best For
Small to mid-sized businesses needing affordable multi-channel supportTeams transitioning from email support to organized ticketingCompanies seeking Zendesk functionality at lower cost
Best For
Small to mid-sized businesses needing affordable multi-channel support
Free Trial
Yes
Standout Feature
Multi-channel ticketing (email, chat, phone, social media, messaging)
Track Record
Since 2010
What Problem It Solves
Freshdesk solves the chaos of managing customer support across multiple channels (email, chat, social media, phone) by unifying all conversations into a single ticketing system. Many small businesses struggle with support requests scattered across different inboxes, leading to missed messages, duplicate responses, and poor customer experience. Freshdesk centralizes everything, automatically converts messages into tickets, assigns them to the right agents, and tracks resolution. The automation features eliminate repetitive tasks, and the knowledge base reduces ticket volume by enabling customer self-service.
Key Features
- Multi-channel ticketing (email, chat, phone, social media, messaging)
- Automation rules and workflow triggers
- AI-powered chatbot (Freddy AI) and suggested responses
- Knowledge base and self-service portal
- Team collaboration and ticket assignment rules
- SLA management and escalation
- Reporting and analytics dashboards
Pros
- + Generous free plan for up to 10 agents (rare for helpdesk tools)
- + Intuitive interface with minimal learning curve
- + Excellent automation features reduce manual ticket handling
- + Strong omnichannel support brings all conversations into one place
- + Affordable pricing compared to Zendesk
Cons
- - Advanced features require higher-tier plans (Growth or Pro)
- - Customization is limited compared to Zendesk
- - Reporting could be more robust for complex analytics needs
- - Some users report occasional performance issues with large ticket volumes
Pricing
Pro
$49
/month
- + Custom roles
- + Round-robin routing
- + CSAT surveys
- + Per agent/month billed annually
Enterprise
$79
/month
- + Skill-based routing
- + Audit log
- + IP whitelisting
- + Per agent/month billed annually
Starting at $15 /month
Free Plan Available
Try Freshdesk Free →
Affiliate link
Our Verdict
Freshdesk — Recommended
Freshdesk is the best value proposition in the helpdesk market, delivering 80-90% of Zendesk's functionality at roughly half the price. After testing it alongside Zendesk, Help Scout, and Intercom, Freshdesk's combination of a generous free plan, intuitive interface, and powerful automation makes it our top recommendation for small to mid-sized support teams. The free plan supporting up to 10 agents with core ticketing, knowledge base, and email support is genuinely useful—not a stripped-down teaser. Small businesses can run effective customer support on it indefinitely. When you outgrow it, the Growth plan at $15/agent/month adds automation rules, SLA management, and collision detection that transform team efficiency. The Freddy AI chatbot and suggested responses on higher tiers are solid additions that reduce repetitive ticket handling. Omnichannel support bringing email, chat, phone, and social media into one inbox is well-implemented and reduces the context-switching that kills support productivity. Where Freshdesk falls behind Zendesk is in deep customization and advanced analytics. Enterprise teams with complex workflows, custom objects, and detailed reporting requirements will hit limitations. The reporting dashboards are functional but not as flexible as Zendesk's. Some users also report occasional performance hiccups during peak ticket volumes, though this has improved with recent updates. We recommend Freshdesk for any support team of 2-50 agents looking for professional helpdesk capabilities without enterprise pricing. It is particularly strong for teams transitioning from email-based support to organized ticketing. For enterprise teams with complex requirements, Zendesk remains the safer choice, but for everyone else, Freshdesk offers more value per dollar than any competitor.
Related Tools
Is Freshdesk good for small businesses?
Yes, Freshdesk is one of the best helpdesk options for small businesses. The free plan supports up to 10 agents with core ticketing, email support, and knowledge base features — making it genuinely useful for small teams just starting with helpdesk software, not just a limited trial. As your support operation grows, the Growth plan at $15/agent/month adds automation rules, SLA management, collision detection, and multi-channel support at an affordable price point. The intuitive interface means minimal training is needed, and most teams are productive within their first day. Freshdesk delivers Zendesk-level functionality at a fraction of the cost, making it the highest-value helpdesk for growing businesses.
Does Freshdesk offer a free plan?
Yes, Freshdesk offers one of the most generous free plans in the helpdesk category, supporting up to 10 agents with email ticketing, a knowledge base for customer self-service, ticket trend reporting, and basic collaboration features. This free tier is genuinely functional for small teams — many businesses run their entire support operation on it without needing to upgrade. When you need more advanced capabilities, the Growth plan at $15/agent/month adds automation rules, SLA management with escalation policies, collision detection to prevent duplicate responses, and support across email, phone, chat, and social media channels. The Pro plan at $49/agent/month unlocks the Freddy AI chatbot, advanced reporting, and custom roles.
What is the starting price of Freshdesk?
Freshdesk's free plan supports up to 10 agents with core ticketing and knowledge base features at no cost. Paid plans start at $15/agent/month for the Growth plan, which adds automation, SLA management, collision detection, and multi-channel support. The Pro plan at $49/agent/month unlocks the Freddy AI chatbot, custom roles, customer satisfaction surveys, and advanced reporting dashboards. The Enterprise plan at $79/agent/month includes skill-based routing, audit logs, IP whitelisting, and enterprise-grade security features. All paid plan prices are billed annually, with monthly billing available at higher rates. Every tier includes Freshdesk's core ticketing system, knowledge base, and mobile app for managing support on the go.
Starting at $15 /month
Free Plan Available
Try Freshdesk Free →
Affiliate link
Try Freshdesk Free →
Affiliate link