Freshdesk
Freshdesk: email support with Freddy AI agents and Copilot
Freshdesk is an email-first helpdesk with ticketing, a shared inbox, knowledge articles and Freddy AI. Email AI agents can handle customer replies, while a separate Copilot licence adds assistance for the human support team.
Free trial availableAccount required
- Access
- Free trial available
- Example plan
- EUR 17 / user / monthGrowth — annual commitment
- Available on
- Web, Mobile, API
A shared helpdesk for AI replies and human support
Freshdesk brings email support into a shared ticket system. Agents can follow a conversation, assign responsibility, add internal threads and tasks, and use a customer portal and knowledge base for self-service. Growth covers the core inbox and reporting tools. Pro adds more routing, custom reporting and SLA options, while Enterprise adds controls such as audit logs and a configuration sandbox. These are helpdesk capabilities around the AI, rather than a standalone chatbot subscription.
Freddy Email AI Agent can use connected knowledge and configured workflows to respond to customers. AI Agent Studio provides the setup and monitoring surface. Freddy AI Copilot is the human-agent assistant: it helps with drafting, summaries, article suggestions, translation and ticket context. The improved Reply Suggester is currently early access on eligible plans. It places a draft in the reply editor and provides sources, allowing an agent to accept, edit or dismiss the suggestion before sending a response.
Freshdesk and Freshdesk Omni have different channel coverage. Email AI Agent is available in both, but Chat AI Agent requires Omni. Billing also separates three things: human-agent seats, licensed Copilot users and AI sessions. An email session includes the AI exchanges within 72 hours of the customer’s first email; an Omni chat session covers 24 hours from the first message. Neither unit promises a successfully resolved ticket. Mobile apps provide ticket management, while specific AI features depend on the client and configuration.
Best for
- Teams running email-first customer support
- Helpdesks combining AI replies and human-agent assistance
- Growing service teams needing routing, SLAs and knowledge articles
Limitations
AI session packs and Copilot licences add to the base helpdesk cost. The first 500 sessions are supplied once, rather than renewing monthly. Chat AI Agent requires Freshdesk Omni. The improved Reply Suggester is early access, and the six-month Free Program has two seats and limited features rather than a permanent full AI plan.
Freshdesk features
Shared inbox and ticket collaboration
Manage email requests, assignments, internal threads and linked tasks in one helpdesk.
Freddy Email AI Agent
Set up a customer-facing agent around connected knowledge and supported workflows, with session-based usage.
AI assistance for human agents
Use licensed Copilot tools for drafts, summaries, translation, ticket context and relevant articles.
Knowledge base and customer portal
Publish help articles and provide a self-service entry point for customer requests.
Routing, SLAs and reporting
Apply assignment and escalation rules, with advanced routing, dashboards and controls on higher plans.
Freshdesk pricing
Free trial available. Plans priced per user. Visit Freshdesk for full plan details and current offers.
Example plans.
Growth — annual commitment
EUR 17 / user / month
Freshdesk
Plan details
Monthly equivalent per human-agent seat, billed annually; applicable taxes and add-ons extra.
Pro — annual commitment
EUR 52 / user / month
Freshdesk
Plan details
Monthly equivalent per human-agent seat, billed annually; applicable taxes and add-ons extra.
Enterprise — annual commitment
EUR 84 / user / month
Freshdesk
Plan details
Monthly equivalent per human-agent seat, billed annually; applicable taxes and add-ons extra.
Technical specifications
Customer support
| Feature | Freshdesk |
|---|---|
| Agent or copilot workflow | Email-first helpdesk with Freddy Email AI Agent and a separate human-agent Copilot. AI Agent Studio builds, tests and monitors configured agents; Copilot supplies drafting, summaries, suggestions and ticket assistance.Current Freshdesk; licences and plan eligibility apply |
| Support channels | Freshdesk is email-first. Email AI Agent is available in Freshdesk and Freshdesk Omni; Chat AI Agent requires Omni. The mobile app supports human ticket handling and does not establish every desktop AI feature on mobile.Freshdesk versus Freshdesk Omni |
| Knowledge grounding | The improved early-access Reply Suggester grounds drafts in published solution articles, similar resolved tickets and canned responses, using the ticket thread. Source permissions and account settings control available content.Improved Reply Suggester is early access on eligible plans |
| Human handoff | Human support works in the shared ticket inbox. Rules assign and escalate tickets; Pro adds intelligent routing and multiple SLAs, while Enterprise adds skill-based assignment and audit controls.Plan-dependent human-agent routing |
| Resolution and usage accounting | Human-agent seats and Copilot licences are separate from AI session packs. Email sessions span 72 hours from the first customer email; Omni chat sessions span 24 hours from the first message. The initial 500 sessions are a one-time allowance, not monthly resolutions.Current session-pack terms |
| API access | SupportedDeveloper API and configured connectors; additional usage terms apply |
Freshdesk alternatives
Related helpdesks and AI support services differ in channels, agent licences and usage charges.
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Compare with FreshdeskFreshdesk FAQs
What is the difference between Freshdesk and Freshdesk Omni?
Freshdesk is the email-first helpdesk. Omni unifies additional support channels such as chat and social messaging. Freddy Email AI Agent is available in both, while Chat AI Agent is available only in Omni.
How does Freshdesk charge for Freddy AI Agent?
Additional AI capacity is sold in session packs. The European pricing page lists EUR 45 per 100 sessions, while US documentation lists USD 49. Email sessions cover 72 hours from the first email; Omni chat sessions cover 24 hours from the first message. These are separate from human-agent seats.
Is Freddy AI Copilot included in every Freshdesk plan?
Copilot is a separate per-agent licence on supported plans. It supplies assistance to human agents and has different pricing from customer-facing AI Agent sessions.
Is Freshdesk free?
There is a 14-day trial and a Freshdesk-only Free Program for two agent seats lasting six months, with limited features. This does not provide a permanent full AI subscription, and it is not the Omni offer.
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