Help Desk Software · Knowledge Base Software
Freshdesk review
Help desk from Freshworks with three per-agent plans, session-based AI pricing and a built-in knowledge base.
Freshdesk at a glance
- Starting price
- $19 per agent/month billed annually (Growth)
- Pricing model
- per agent
- Public pricing
- Yes
- Free plan
- No
- Free trial
- Yes
- Contract
- annual or monthly; no cancellation fees, effective at term end
- G2 rating
- 4.4 (3,750 reviews)
- Security
- SOC 2 Type II, ISO 27001:2022, ISO 27701, SOC 1 Type 2, Cyber Essentials Plus, CSA STAR Level 1
Buying Freshdesk: security, admin and contract
- SAML SSO
- SAML SSO on all plans.
- Audit logs
- Enterprise only.
- Data residency
- Not stated by the vendor; hosted on AWS.
- Contract
- Monthly option exists; cancellation effective at end of term.
- Support
- Support tiers not stated by the vendor.
- Public DPA
- Yes (public DPA on trust.freshworks.com)
Questions to ask Freshdesk before you sign
- Is SCIM provisioning included, or a paid add-on?
- What will the price be at renewal, and is the increase capped?
Questions are listed where Freshdesk's public pages leave the answer open.
Who Freshdesk is for
Choose Freshdesk if
- 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)
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.
Freshdesk features by buying criteria
| Criterion | What we found |
|---|---|
| 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. |
What most Freshdesk reviews leave out
- 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.
Freshdesk alternatives
ZendeskSupport teams that want a broad omnichannel suite with a regional data hosting option.$19 per agent/month billed annually (Support Team)
FreshserviceIT teams that need a help desk and CMDB first and license tracking second.$19 per agent per month, billed annually
Zoho DeskSmall teams that want a free 3-agent start.Free edition (3 users); paid from INR 420 per user/month billed annually (price shown in INR on the vendor site; no USD price confirmed)
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.Free up to 5 users; Standard $25 per user/month
BloomfireMid-size and enterprise teams that want a company-wide Q&A and knowledge library with search as the main feature.Contact sales
ConfluenceTeams already on Jira or Jira Service Management.Free up to 10 users; Standard about $5.42 per user per month billed annually
Freshdesk compared
Sources
Every fact on this page comes from Freshdesk's own pricing, product or documentation pages, G2 and company records, checked on October 24, 2026. Unknown values are left out instead of estimated.