Freshdesk

Freshdesk is Freshworks' help desk software: email, chat and phone tickets in one queue, sold per agent with Freddy AI agent sessions metered separately.

Freshdesk is help desk software from Freshworks for teams that answer customer questions at volume. It pulls email, chat, phone and social requests into one ticket queue so a request stops depending on whoever happens to read the shared mailbox. Freshworks Inc., a public company based in San Mateo, California, builds and sells it alongside Freshservice and Freshsales. Freshdesk keeps its own pricing page and its own trial signup inside the Freshworks site. Tickets land in a shared inbox carrying the whole conversation, with threads and tasks for work that crosses teams. Freddy AI Agent resolves common email requests on its own, Freddy AI Copilot acts as a response assistant that drafts and rewrites agent replies, and Freddy AI Insights reports on where service is slipping. Intelligent routing assigns work by rule and skill-based routing adds expertise and language on the top tier. Multiple SLA policies set response and resolution targets for different kinds of customer, while the customer portal and knowledge base carry the self-service half. Freshdesk suits mid-market support teams leaving a shared mailbox behind, and companies that want to try AI deflection before adding agents. A multilingual helpdesk and external collaborators fit businesses serving several markets or working with partners inside the same ticket. Bigger teams get a sandbox, audit logs, allowed domains and IP whitelisting for change control and compliance review. It is bought per agent on a monthly or annual subscription, with AI agent sessions, copilot seats, connector tasks and occasional day passes metered on top of the seat price. Support, service and operations teams run Freshdesk as their working queue, in the browser and in the Freshdesk mobile app for iOS and Android. Day to day that means triaging an overnight backlog, keeping a priority account inside its SLA, publishing the article that stops a question repeating, and reporting volume and resolution time to whoever asks. Marketplace apps and the Freshdesk MCP server pull CRM, commerce and collaboration records into the agent view. For companies already on Freshworks it sits beside Freshservice and Freshchat on the same platform and the same Freddy AI layer.