Freshdesk

About Freshdesk

Freshdesk is a customer support help desk platform developed by Freshworks Inc., which went public on NASDAQ in 2021 (ticker: FRSH) and reported $596 million in FY2024 revenue. As of April 2026, Freshdesk serves tens of thousands of businesses worldwide as part of the Freshworks product suite alongside Freshsales, Freshservice, and Freshchat.

Freshdesk provides multichannel ticket management across email, phone, live chat, social media (Facebook, Twitter), and WhatsApp. Ticket automation features include automatic ticket assignment (round-robin, skill-based, or load-balanced routing), SLA management with escalation rules, canned responses, scenario automations (multi-step ticket actions triggered by a single click), and event-triggered automations. The Dispatch'r rule engine processes incoming tickets and applies actions based on requester, subject, description, or custom fields. Supervisor rules run on time-based conditions (e.g., escalate tickets unresolved for 4 hours). Observer rules trigger on ticket events (agent reply, status change, priority update).

Freshdesk offers four plans: Free (up to 10 agents, basic ticketing, knowledge base, email channel), Growth at $15/agent/month (automations, SLA management, business hours, marketplace apps, collision detection), Pro at $49/agent/month (round-robin routing, CSAT surveys, custom roles, multiple SLA policies, community forums), and Enterprise at $79/agent/month (skill-based routing, audit log, IP whitelisting, sandbox, email bot). Freddy AI powers chatbot deflection on Pro and Enterprise plans. Freshdesk integrates with Slack, Salesforce, Jira, Shopify, WhatsApp, Microsoft Teams, Zapier, and Make through a marketplace of 1,000+ apps.