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About Freshdesk
Freshdesk is Freshworks' customer support product, separate from its Freshservice IT service desk. Support teams receive requests as tickets from several channels, route them with automated workflows and track them through to resolution.
Recent versions put AI at the centre, including email AI agents that read customer intent and act on requests, alongside tools for human agents. A free starting plan is available, with paid plans and demos for larger teams.
Strengths
- Omnichannel ticketing in one inbox
- Automated workflows for routing and follow-up
- AI agents that can resolve common email requests
- Free plan to start
Limitations
- Hosted only, with data kept on Freshworks servers
- Focused on customer support rather than internal IT
Details
- Pricing
- FreemiumFree starting plan, with paid plans for more features.
- License
- Proprietary
- Developer
- Freshworks
- Platforms
- Web
- How it runs
- Hosted service
- Account
- Required
- Best suited for
- Support teams handling customer tickets across several channels
- Categories
- Office tools, IT administration
- Last verified
- Added
- Provenance
- Facts checked against the developer's own pages and store listings, 1 sources on file.
Alternatives to Freshdesk
Compare allSoftware that can replace Freshdesk for an important use case, and what changes if you switch.
Zendesk
A hosted customer and employee service platform for handling support tickets across channels.
Zendesk is a paid hosted platform that handles both customer and internal employee service, with a large integration marketplace but no free plan mentioned.
Zoho Desk
A cloud help desk that collects support requests from several channels into one ticket inbox.
Zoho Desk is a hosted multichannel help desk with a free tier, a built-in help center with community, and ties to the Zoho suite.
Help Scout
A hosted shared inbox and help desk service for customer support teams.
Help Scout offers a simpler hosted shared inbox for support teams, positioned as lower cost than larger platforms.
Chatwoot
An open-source customer support desk for live chat, email, WhatsApp and social conversations.
Chatwoot is open source and self-hostable, covering live chat, email, WhatsApp and social channels with AI replies through its Captain assistant.
FreeScout
A self-hosted open source help desk and shared inbox, modelled on Help Scout and Zendesk.
FreeScout is free, open source and self-hosted on PHP and MySQL, with unlimited agents but extra channels sold as modules.
Zammad
A web-based open source help desk and ticketing system you install on your own server.
Zammad is a free open-source help desk you run on your own Linux server, keeping ticket data off vendor servers.
Jitbit Helpdesk
An email-first help desk ticketing system available as a hosted service or a self-hosted install.
Jitbit Helpdesk is email-first and can be hosted or installed on-premises, with Exchange and Office 365 support but no free plan.
Hesk
A lightweight PHP help desk with ticketing and a built-in knowledge base, self-hosted or cloud.
Hesk is a lightweight PHP help desk with a knowledge base that you can self-host or use in the cloud, but it is not open source.
Similar software
Related functionality, not necessarily a direct replacement.
Freshservice
A cloud IT service management platform for help desk tickets, IT operations and asset management.
Libredesk
An open-source, self-hosted customer support desk that ships as a single binary.
osTicket
A long-established open source support ticketing system that you host on your own server.
Jira Service Management
Atlassian's hosted IT service management tool for requests, incidents and change management.
