What it is
Freshdesk, from Freshworks, is a help desk that turns emails, chats and messages from several channels into tickets, with assignment rules, SLAs, a self-service portal and Freddy, its AI. It's a Zendesk alternative with lower entry prices per agent, aimed at small and midsize support teams that want to get organized.
How to use it
- Turn emails and chats into tickets with priority, status and an owner.
- Automate repetitive work with event, time and condition-based rules.
- Turn on Freddy AI to answer common questions in chat and the portal.
- Build a self-service portal with a knowledge base.
What it's good for
- An online store managing returns with tickets and canned responses.
- A software company splitting technical support and billing into groups with their own SLAs.
- An insurance company tracking response times by case type.
Pros
- Growth plan from about US$19 per agent per month
- Freddy AI Agent includes the first 500 sessions
- Spanish-language interface and multilingual help portal
- Salesforce, HubSpot and Shopify integrations in its marketplace
Cons
- Freddy Copilot costs extra, around US$29 per agent per month
- Extra AI sessions are sold in bundles beyond the first 500
- Custom roles and advanced SLAs are limited to higher tiers
