Freshdesk
UK SOFTWARE PROFILE
Freshdesk
Helpdesk with configurable assignment, knowledge publishing and progressively deeper service-management controls.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
Pricing & practicalities
Model your total cost ↗Published starting point
Customer service software
US$19.00Growth · agent/month · annual billing
VAT basis not stated
US$19/agent/month annually. Pro US$55 and Enterprise US$89; AI and integration allowances require separate sizing.
Check current price ↗Consider before choosing
- Freddy Copilot, connector tasks and extra AI sessions add to seat pricing.
- The first 500 AI sessions are a one-time account allocation.
Connected workflows
- Marketplace connectors
- MCP actions
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
Freddy offers AI service agents and a Copilot extension for support staff.
Documented capabilities
- Customer-service AI agent
- Support Copilot
Plans, limits & questions
- Additional AI Agent sessions cost US$49 per 100 in the published offer.
- Exact drafting and summary workflows require confirmation.
Feature-by-feature evidence
Customer service software — 20 scored checks
| Capability & demo question | Freshdesk53–100/100 documented fit |
|---|---|
Core workflowShared inbox and tickets7.0 points availableAsk in the demoCreate a case from email and assign it without duplicate ownership. | ✓ Supported Email ticketing and a shared inbox are included. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowCustomer interaction history7.0 points availableAsk in the demoShow the customer's previous conversations while handling the new case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowAutomatic ticket routing7.0 points availableAsk in the demoAssign a ticket according to type, priority or team. | ✓ Supported Business rules and skills can route tickets. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base7.0 points availableAsk in the demoPublish an answer and find it as a customer and as an agent. | ✓ Supported Plans provide a self-service knowledge base. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowOperational support reports7.0 points availableAsk in the demoInspect first-response time, backlog and resolution trends. | ✓ Supported Custom dashboards are available on Pro. 7.0 / 7.0 pointsEvidence ↗ |
Workflow depthSLA and escalation rules4.0 points availableAsk in the demoDemonstrate a breached target and the next escalation. | ✓ Supported Multiple policies and escalation automation are available. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthBusiness-hours calendars4.0 points availableAsk in the demoApply a team working-hours calendar to a response target. | ✓ Supported Group-specific working calendars are documented. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthConnected service channels4.0 points availableAsk in the demoContinue a case with history from at least two channels. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthInternal collaboration4.0 points availableAsk in the demoAdd a private note or involve another team without exposing it to the customer. | ✓ Supported Threads and external collaborators support joint work. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthReusable response actions4.0 points availableAsk in the demoApply a reusable reply that also updates ticket fields. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustom case fields4.0 points availableAsk in the demoMake an issue type available for routing and reporting. | ✓ Supported Advanced fields capture issue data. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthAgent roles and permissions4.0 points availableAsk in the demoPrevent a junior agent changing restricted settings or records. | ✓ Supported Role controls restrict what agents see and do. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthTicket change history4.0 points availableAsk in the demoSee who changed ownership, priority or status. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthService API or integrations4.0 points availableAsk in the demoCreate or update a case in a connected business system. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustomer satisfaction feedback4.0 points availableAsk in the demoCollect feedback linked to the closed case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthPortable case data5.0 points availableAsk in the demoExport a case with its messages and useful identifiers. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthBot-to-agent continuity5.0 points availableAsk in the demoTransfer a bot conversation with context and customer details. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIGrounded AI reply assistance5.0 points availableAsk in the demoDraft a response from the case and approved knowledge. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI summaries and classification5.0 points availableAsk in the demoSummarise the case or identify its intent before routing. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIControlled AI resolution5.0 points availableAsk in the demoResolve a supported issue and escalate an unsupported request to staff. | ✓ Supported Freddy AI Agent is offered with metered sessions. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.