Help Desk Software
Freshdesk: features, pricing and who it fits
Freshdesk comes from Freshworks and is sold in three per-agent plans, with Growth at $19 per agent on annual billing. Every plan includes a knowledge base, and SAML SSO is listed on all of them. Freddy AI is billed by session, and audit logs require the Enterprise plan.
Who Freshdesk is for
Best for
- SMB support teams wanting low entry price and SAML SSO on every plan
- Teams with moderate AI chatbot volume (500 sessions included)
Look elsewhere if
- Teams needing audit logs without paying for Enterprise
- Teams wanting a free plan (none listed)
Fit by company size
| Category | 1-10 people | 11-50 people | 51-500 people | 500+ people |
|---|---|---|---|---|
| Help Desk Software | Workable | Strong fit | Strong fit | No data |
| Knowledge Base Software | No data | Strong fit | Strong fit | No data |
Strong fitWorkablePoor fitNo data from the vendor
Freshdesk features
- Ticket automation and routing
- Intelligent routing and multiple SLA policies on Pro; skill-based routing on Enterprise
- Knowledge base and self-service
- Knowledge base and customer portal on all plans
- AI agents and assistance
- Freddy AI Agent: 500 sessions included, extra $49 per 100; Copilot $29/agent/month (add-on on Pro, included on Enterprise)
- Reporting and SLA tracking
- Custom dashboards on Pro; Freddy AI Insights on Enterprise
- Integrations
- Connector app tasks $80 per 5,000
- Pricing model
- Per agent plus AI session packs
- Target company size
- SMB to mid-market tiers
- Help desk and chat integrations
- Connector app tasks $80 per 5,000
Freshdesk pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Growth | $19 | per agent/month, annual | |
| Pro | $55 | per agent/month, annual | Multiple SLA policies, intelligent routing |
| Enterprise | $89 | per agent/month, annual | Audit logs, sandbox, skill-based routing, IP allowlist, 14-day trial runs on this plan |
Annual saves 20%; monthly prices not listed. The vendor's page description says 'from $15' but the lowest listed price is $19.
Prices as published by Freshdesk on the date above. Quotes for larger teams often differ, which is what a request on SaaSBid surfaces.
Integrations, security and hosting
- Security and compliance
- SOC 2 Type II, ISO 27001:2022, ISO 27701, SOC 1 Type 2, Cyber Essentials Plus, CSA STAR Level 1
- Data residency
- Not stated by the vendor; hosted on AWS
Worth knowing before you buy
- SAML SSO is on all plans but audit logs are Enterprise only
- AI is priced per session (a 72-hour email window counts as one), not per resolution
- Day passes for occasional agents: $2 Growth, $7 Pro, $12 Enterprise
- Trial needs a card to continue, otherwise the account is suspended
- Phone purchase orders and PayPal not accepted
