help desk · Freshworks

Freshdesk

Name: Freshdesk
Price: 19 USD

Help desk with an email-first edition from $19 per agent a month and a pricier Omni edition for chat and social channels.

70/100

#4 of 12 help desks
Facts checked 9 Oct 2026

In short

Freshdesk Growth costs $19 per agent a month billed yearly; Pro is $55 and Enterprise $89¹.
Freshdesk Omni, the multichannel edition, costs $29, $79 and $119 per agent a month billed yearly².
Automation, a knowledge base and SAML single sign-on are listed on all three Freshdesk plans¹.
Round robin assignment, multiple SLA policies, custom reports and CSAT surveys start at Pro, $55 per agent a month¹.
The free program lasts 6 months for up to 2 agents¹³.

Freshdesk suits small teams that want automation, a knowledge base and SAML single sign-on from $19 per agent¹. Round robin assignment, multiple SLA policies, CSAT surveys and custom reports need Pro at $55¹. Instagram and WhatsApp need the Omni edition, which costs more^2,4. Freshworks lists SOC 2 Type 2 and ISO/IEC 27001:2022 on its trust centre¹⁰.

Best for: Small support teams that start with email and may add chat and social later.

Where the points come from

Channels and apps14 of 14

Workflow and SLAs21 of 21

Reports and connections18 of 18

Security12 of 12

Price5 of 15

Independent testing0 of 20

Channels and apps 14 of 14 points

Rule	What is published	Points
Support channels	Email, Live chat, Phone, Social mediaOmni help article: email, web chat, WhatsApp, Facebook, Instagram in one inbox, each message a ticket; phone through Freshcaller^4,5.	8 / 8
Mobile apps	iOS, AndroidHelp article: an agent-specific Freshdesk mobile app exists for iOS and Android⁶.	2 / 2
Built-in help centre	YesKnowledge base is listed on Growth, Pro and Enterprise^1,3.	4 / 4

Workflow and SLAs 21 of 21 points

Rule	What is published	Points
SLA policies	YesGrowth lists SLA management; multiple SLA policies are listed on Pro and Enterprise¹.	8 / 8
Ticket automation rules	YesAutomations are listed on Growth, Pro and Enterprise^1,3.	5 / 5
Automatic ticket assignment	YesRound robin and load-balanced assignment are listed on Pro and Enterprise, not Growth¹.	5 / 5
Built-in satisfaction survey	YesPricing page lists CSAT surveys and reports on Pro; help article says surveys are available from Pro onward^1,7.	3 / 3

Reports and connections 18 of 18 points

Rule	What is published	Points
Custom reports	YesPro plan lists Custom Reports and Dashboards, absent from Growth^1,2.	5 / 5
Public API	YesPublic REST API reference exists; a help article says API access starts on paid plans, using older plan names^8,9.	3 / 3
Named integrations	Slack, Microsoft Teams, Jira, Shopify, Salesforce, HubSpotProduct page integration carousel names all six; a Freshworks Shopify app lists Freshdesk support^11,14.	6 / 6
AI assistant with public price	YesFreddy AI Agent: 500 free sessions on paid plans, then $49 per 100 sessions¹.	4 / 4

Security 12 of 12 points

Rule	What is published	Points
SOC 2 Type II or ISO 27001	YesTrust centre lists SOC 2 Type 2 reports and an ISO/IEC 27001:2022 certificate, company-wide; no auditor named¹⁰.	6 / 6
Single sign-on	YesPricing page lists SAML single sign-on for agents on all three plans; help article lists SAML and OpenID Connect^1,12.	6 / 6

Price 5 of 15 points

Rule	What is published	Points
Free plan	NoFree program runs 6 months for 2 agents; pricing page lists no free plan^1,13.	0 / 5
Cheapest paid plan	$19/moFreshdesk Growth, $19 per agent a month billed yearly; email-first plan¹.	5 / 10

Independent testing 0 of 20 points

Rule	What is published	Points
G2 AI CX evaluation	Not testedG2 did not include it in the October 2026 test¹⁵. G2's Freshworks entry (105) is Freshchat, a different product from Freshdesk.	0 / 20

The rule behind each line: how we score help desks.

Plans and prices

As the vendor lists them, before tax. Prices are in US dollars unless the plan shows euros; the points use US dollars, with euros converted at the ECB rate.

Plan	Price as listed	Per month	Notes
Freshdesk GrowthPer agent	$19/agent/month¹	$19	Email-first; automation, knowledge base, SAML SSO; no round robin
Freshdesk ProPer agent	$55/agent/month¹	$55	Adds round robin, multiple SLA policies, custom reports and dashboards, CSAT surveys
Freshdesk EnterprisePer agent	$89/agent/month¹	$89	Adds skill-based assignment
Freshdesk Omni GrowthPer agent	$29/agent/month²	$29	Multichannel edition with advanced web chat, Facebook, Instagram and WhatsApp
Freshdesk Omni ProPer agent	$79/agent/month²	$79	Adds multiple SLA policies, round robin, bring-your-own telephony and custom dashboards
Freshdesk Omni EnterprisePer agent	$119/agent/month²	$119

Prices are per agent, billed yearly. The pricing page description says pricing starts at $15, but the Growth plan shown is $19¹.

Strengths

Automation, knowledge base and SAML single sign-on are on every Freshdesk plan¹.
Phone runs through Freshcaller, a Freshworks product linked to the helpdesk⁵.
Official agent apps exist for iOS and Android⁶.
Integrations with Slack, Microsoft Teams, Jira, Shopify, Salesforce and HubSpot are listed on the product page¹¹.
AI Agent includes 500 free sessions; more cost $49 per 100 sessions¹.

Limits

No permanent free plan: the free program lasts 6 months and is not available in Omni^3,13.
Multiple SLA policies and round robin assignment are not on the $19 Growth plan; they start at Pro¹.
CSAT surveys are listed from the Pro plan onward^1,7.
Instagram and WhatsApp are Omni only, and the email-first edition has only a basic web chat; Omni costs $29 to $119 per agent^2,4.
Phone needs a separate Freshcaller account with its own trial and numbers⁵.

Other help desks

1
Zoho DeskSmall teams that want a low entry price and a free plan
87/100
$7/mocheapest paid plan
2
LiveAgentSmall teams that want every channel in one tool at a low per-agent price
79/100
$15/mocheapest paid plan
3
TidioSmall teams that want tickets, chat and an AI agent at a flat workspace price
75/100
$24.17/mocheapest paid plan
5
Zendesk SupportSupport teams that expect to add chat, phone and social channels as they grow
70/100
$19/mocheapest paid plan

All 12 help desks

Sources

Freshdesk Customer Support Software Pricing & Plans, Freshworks. Accessed 9 Oct 2026.
Freshdesk Omni pricing, Freshworks. Accessed 9 Oct 2026.
Understanding Freshdesk Pricing Plans, Freshdesk support. Accessed 9 Oct 2026.
Getting Started with Freshdesk Omni, Freshdesk support. Accessed 9 Oct 2026.
Adding a phone channel to your Freshdesk, Freshdesk support. Accessed 9 Oct 2026.
Will agents be able to respond to tickets on their smartphones using Freshdesk?, Freshdesk support. Accessed 9 Oct 2026.
How to create a new customer satisfaction survey, Freshdesk support. Accessed 9 Oct 2026.
Freshdesk API documentation, Freshworks. Accessed 9 Oct 2026.
Do we have API and integration capabilities in the free Sprout plan?, Freshdesk support. Accessed 9 Oct 2026.
Freshworks Trust Center, Freshworks. Accessed 9 Oct 2026.
Freshdesk help desk software, Freshworks. Accessed 9 Oct 2026.
Single sign-on in Freshdesk, Freshdesk support. Accessed 9 Oct 2026.
Explore Freshdesk Free Program, Freshdesk support. Accessed 9 Oct 2026.
Shopify app for Freshdesk, Freshworks Marketplace. Accessed 9 Oct 2026.
AI CX Agent Evaluations, General CX leaderboard, G2. Accessed 8 Oct 2026.

Website: www.freshworks.com/freshdesk · Markdown version · We are not affiliated with Freshworks.