Our verdict
Being tested. An editor is using Freshdesk hands-on; the verdict and score appear here once they sign it off.
What it does
Freshdesk, from Freshworks, is help desk software that collects customer emails, chats, calls and social messages into one shared inbox. Freddy AI can answer customers on its own, and helps staff draft replies, summarise conversations and sort tickets.
It suits small and medium businesses that want a full help desk at a lower starting cost than some rivals, and a team of up to two can use it free for six months.
Why use it
- A free programme lets a team of up to two try a proper help desk for six months.
- Freddy AI answers routine questions from your help articles.
- Freddy AI also helps staff write, summarise and sort tickets.
- Automations assign tickets and send updates without manual work.
How it works
- Sign up and connect your support email address.
- Add the chat window to your website and import your help articles.
- Set up Freddy AI and test it with common questions.
- Create rules that assign tickets to the right person.
- Review AI answers and reports regularly.
How hard is it to use?
Intermediate Some set-up, or a little practice, to get good results.
The basics are quick to set up. Automations and AI agents take some learning, which is why we rate it Intermediate.
What it costs
Paid plans; free trial. Paid plans priced per agent (Growth, Pro and Enterprise). A free programme lets up to two agents use it free for six months, then you upgrade. Freddy AI costs extra: AI agent sessions are bought in packs, and the Copilot for staff is a per-agent add-on.
Prices change often, so check Freshdesk’s own site before you pay.
Watch out for
- AI is charged separately from seats, so costs can rise with volume.
- The free programme ends after six months, so plan for a paid plan.
- Features such as advanced automations sit on higher plans.
- Check AI answers before letting it handle refunds or complaints.
Your data
Check Freshworks’ privacy notice and Freddy AI pages for where data is stored and how your data is used to improve its AI.
We haven’t confirmed that Freshdesk can keep your data in the UK, so check where it keeps your data before you share anything private or about other people.