Catalog › Product profile

Freshdesk Review 2026: Pricing, Plans and Ticketing and Portal

Email-first customer support software with shared ticketing, a knowledge base, workflow rules and paid tiers for advanced routing and reporting.

Verified 19 October 2026

Facts at a glance

Starting price: $19 per agent per month, Growth, billed annually · as of October 2026
Free plan: No free plan listed
Free trial: Yes, 14 days
Official website: https://www.freshworks.com/freshdesk/
Category: Customer Support Software
Last verified: 2026-10-19

Plans and prices

Prices as of October 2026
Plan	Price	Billing	Limits	Included
Growth	$19 USD per agent per month	Billed annually	—	—

Sources: Freshdesk Customer Support Software Pricing & Plans | Freshworks

Key capabilities

Best AI Customer Support Software for Small Businesses 2026

Answer sources and audience control	Freddy AI Agent uses URLs, files, solution articles, custom Q&As and apps. Filtered search can scope retrieval using conversation context; only publicly visible solution articles are used.
Answer and escalation controls	Freshdesk AI Agent Studio combines business context and custom instructions with conditional workflows, Actions Library integrations and confidence-based escalation. Handover settings control human transfer and auto-resolution; chat AI requires Freshdesk Omni.
Preview and answer inspection	AI Agent Studio supports query testing, answer-source review, response ratings and preview retries; the Test page allows up to 100 queries per run. This documents inspection tools, not test results.
Human support destination	Integrated Freshdesk workspace. Email AI can be configured in Freshdesk; Chat AI is limited to Freshdesk Omni. Configured escalation routes to a human agent and the AI Studio overview describes context preservation.
AI chargeable unit	Freshdesk calls the meter an AI Agent session: 24 hours for Chat AI and 72 hours from the first email for Email AI. New customers get a one-time 500-session allowance; additional packs are $49 per 100 sessions. Chat AI requires Freshdesk Omni. as of October 2026

Best B2B Customer Support Portal Software 2026

Customer request tracking	Freshdesk customer portal: customers submit, view status, reply and reopen requests; first requests create a contact and an activation path for portal access.
Company-wide request visibility	Provider staff can let a named contact view all tickets for an associated company; Pro and above can associate the same contact with several companies and set visibility per company.
Who grants company access	Admins and agents with contact/company edit permission manage company associations and ticket visibility; customers cannot associate themselves with multiple companies. A company viewer is not automatically a customer-user administrator.
Email and portal on the same ticket	Freshdesk supports email replies on portal-originated tickets; the requester can later log in to track or update the same support record. This describes human ticket replies, not all AI-rendering behavior.

Best Enterprise Customer Support Software with SSO 2026

Support-staff federation	Configure staff identity in Neo Admin Center under Agents & Employees. Customer/contact login policies are a separate configuration.
Require staff SSO	Neo organization administrators can enable/disable login methods and map policy scope. Select the staff account policy and remove unwanted alternatives; customer portal SSO is separate from agent SSO enforcement.
Staff provisioning path	The RelyApps Marketplace app provisions, updates, deactivates and restores Freshdesk/Freshdesk Omni agents from Entra. Its developer charge and terms are separate.
Offboarding and active sessions	An organization administrator can terminate active sessions. A user belonging to several Freshworks products must be deleted from each product to remove the Organization profile.
Reviewed plan and admin boundary	Staff security configuration is centralized in Neo.

Best Customer Support Software with EU Data Hosting 2026

EU/EEA hosting location	Freshdesk offers an EEA hosting region selected at signup.
Covered support data	The feature-processing article states in-region storage/processing for EU customers, including Similar Tickets and Canned Response suggestions. This describes Freshdesk product functionality.
Activation and migration	Select EEA when creating the account. Existing accounts request migration from Freshdesk support; the region selection is not a live workspace toggle.
Documented coverage boundaries	The EU feature-processing statement covers Freshdesk functionality. Region support and data destinations for independently connected apps need their own configuration evidence.

Best Help Desk Software 2026

Ticketing and work ownership	Formal ticketing with prioritization, assignment and tracking; standalone Freshdesk is distinct from Freshdesk Omni.
Customer self-service	Growth includes the customer portal and knowledge base, giving an email team a published self-service destination.
Support channels	Freshdesk standalone provides email ticketing and a basic web channel for knowledge/ticket forms. Advanced live chat and AI chat are Freshdesk Omni scope.
Automation and workflow	Growth and above include automation; event/time rules can change ticket routing and notify teams, with exact actions depending on entitlement.
Entry price and billing unit	Standalone Growth is $19/agent/month annually. Pro is $55 and Enterprise $89. Omni is a separate SKU: its Growth annual rate is $29/agent/month. as of October 2026

Best Customer Support Software for HubSpot 2026

HubSpot support architecture	Freshdesk remains the named support product; Freshworks lists a HubSpot Connector App for Freshdesk and Freshdesk Omni that syncs data between Freshdesk and HubSpot CRM.
HubSpot context beside the request	Not documented
HubSpot records and sync direction	The Freshdesk-HubSpot app syncs marketing contacts from HubSpot to Freshdesk contacts.
Required plans and connector boundary	Freshworks lists the HubSpot Connector App for Freshdesk and Freshdesk Omni and marks it In App Purchases.

Best Multilingual Knowledge Base Software for Customer Support 2026

Languages and translation maintenance	Freshdesk Pro/Enterprise: create a master article then language drafts beside it; mark translations outdated after source updates and publish each revised language. Incomplete languages can stay hidden.
Search across localized content	Not documented
Review and publishing workflow	Freshdesk Enterprise: send drafts for review, approve and publish; publishing permissions determine whether an agent can bypass approval. Pro includes language/status management but not this approval workflow.
Customer-specific article permissions	Enterprise configuration: restrict knowledge folders to selected companies, contact segments or company segments; public and general logged-in folder visibility are separate choices.
Contact support after self-service	The customer portal contains knowledge articles/FAQs and lets customers raise and track support tickets; multi-product portals require Pro or above.

Best Help Desk Software for Multiple Brands 2026

Branded portals and plan limits	Freshdesk Pro supports 5 products; Enterprise unlimited. Each product can have its own portal, URL, mailbox and knowledge content. The agent interface is shared; workspace restrictions are a separate Enterprise configuration.
Separate brand email identity	Enterprise six-product configuration: each product can have its own incoming and outgoing support mailbox plus portal URL. Configure product support email and forwarding; the shared agent UI remains account-wide.
Agent access by brand	Enterprise Workspaces, enabled on request: map agents to selected workspaces to restrict their tickets and configuration. Customer/contact records are not automatically scoped to those workspaces; custom roles or an app are separate controls.
Separate customer records by brand	Workspaces can share the same contact/company records. Contacts remain shared across workspaces by default; hiding the Contacts page and restricting search leaves same-email customer identities shared across brands.

Best Omnichannel Customer Support Software 2026

Email, web chat and social inbox	Freshdesk Omni combines email, web chat and connected social support in its Command Center/ticketing workspace.
Public social versus private messaging	Current Omni supports Instagram DMs, comments and story interactions, plus Facebook DM/comment reply rules. Public-comment auto-replies target parent comments.
Channel change and customer context	Instagram comments can receive a public reply, allowed DM or email when an address exists. Some DM paths create another ticket; Instagram-origin tickets have merge restrictions.
Required digital support configuration	Use current Freshdesk Omni Growth/Pro/Enterprise. Pro adds intelligent routing; account documentation differs before December 2025.

Best Customer Support Software for Microsoft 365 and Outlook 2026

Where agents work	Microsoft 365 support email becomes tickets in the Freshdesk agent workspace.
Microsoft 365 mailbox connection	Microsoft Office 365/custom-server configuration supports inbound/outbound mail; shared mailbox setup uses documented IMAP/SMTP credentials and sender verification. Administrator and mailbox access are required.
Replies and mail history	Incoming messages in the support mailbox primary folder become tickets. Agents handle tickets in Freshdesk.
Team workflow after connection	Growth provides a ticketed shared inbox, automation, a customer portal and knowledge base; advanced chat belongs to the separately priced Omni edition.

Best Help Desk Software for Phone and Email Support 2026

Calls and email ticket history	Freshcaller integration shows calls/recent contact tickets in Freshdesk; link a call to an existing ticket or create a new one.
Queues, IVR and transfers	Freshcaller Growth lists wait queues, warm/cold transfers and recording; Pro adds routing automation. Freshdesk integration remains subject to Freshcaller plan boundaries.
Voicemail and missed-call follow-up	Freshcaller Growth includes voicemail; call logs and contact-ticket links give agents the record for manual follow-up. Do not equate voicemail with guaranteed automatic missed-call ticketing.
Helpdesk plus telephony costs	Budget Freshdesk and the selected Freshcaller voice configuration, plus numbers and chargeable minutes. Freshcaller advertises per-agent plans with usage and specified incoming-minute allowances. as of October 2026

Best Customer Support Software for B2B SaaS 2026

Email and in-product support	Freshdesk Omni supports email and live chat in one ticket workspace through its embedded widget. The standalone Freshdesk widget is limited to knowledge-base content and ticket forms; choose Omni for in-product conversations.
Shared business-account history	Freshdesk company records group associated contacts, while the documented Tickets tab is on each contact profile. Pro and above permit a contact to be associated with multiple companies, configured by an admin or permitted agent.
Linked support and engineering work	The Freshworks Jira Plus app creates or links Jira issues from Freshdesk tickets and can sync comments and ticket/issue status when configured. Jira connection and sync configuration are required. Freshdesk pricing lists connector-app tasks at $80 per 5,000 tasks.

Best Customer Support Software for Salesforce 2026

Salesforce service architecture	Freshdesk Growth/Pro/Enterprise ticket workspace with the Freshworks Salesforce Connector App. Freshdesk tickets remain the support records; Salesforce is the connected CRM.
Salesforce account and contact context	Freshdesk ticket widget uses the contact email to show Salesforce leads, contacts, account details, and associated Tasks, Cases, and Opportunities. Optional Connector Apps recipes sync Salesforce/Freshdesk contacts and accounts in a configured direction; field mapping and identifiers are administrator-configured.
Salesforce case and ticket flow	Agents work in Freshdesk tickets and can view associated Salesforce Cases or create a Salesforce Case from ticket details. Connector Apps data-sync recipes currently cover contacts and accounts only.
Required service subscription and API access	Install requires Salesforce Connected App credentials and a Freshdesk admin API key. Contact/account sync uses the paid Connector Apps add-on: $80 per 5,000 tasks on Growth, Pro and Enterprise.

Best Customer Support Software for Small Shopify Stores 2026

Order and delivery context	Install the Freshdesk Shopify app to expose customer/order and shipment information beside tickets. This is the named app configuration, not a feature inferred from generic ecommerce support.
Cancel a Shopify order	Freshdesk Shopify app cancels unpaid or paid-but-unshipped orders; the cancellation action is unavailable after shipping/fulfillment.
Refund a Shopify order	Freshdesk Shopify app supports full and partial refunds from its ticket widget. Check app permissions and the connected store configuration.
Edit a Shopify shipping address	Not documented

Best Customer Support Software with SLA Management 2026

Customer-tier response policies	Pro and above: choose SLA policies by Company or contact/company segment, including paid-priority-support or VIP cohorts, and set first-response, every-response and resolution targets. Customer tier is an explicit matching condition, not just urgency.
Regional SLA calendars	Pro and above: add schedules with time zones and recurring holidays, map them to regional groups, and tickets inherit their group calendar for SLA calculation. Freshdesk standalone applies each schedule across its channels.
Waiting-for-customer SLA pause	Configure Pending or custom waiting statuses to stop SLA timing using the Status field SLA toggle; waiting-for-customer timing depends on that configuration.
Warning before an SLA breach	Pro and above: SLA reminders can notify the assigned agent and selected users 5 minutes to 4 hours before first-response or resolution deadlines. Separate email/desktop escalations handle violations.

Best WhatsApp Customer Support Software 2026

Shared WhatsApp support record	Current Freshdesk Omni Growth/Pro/Enterprise connects WhatsApp business numbers and creates WhatsApp tickets for agent replies. Legacy account behavior differs.
Follow-up after the service window	Growth and higher document agent replies using approved templates outside the 24-hour service window; manage templates through the connected Meta business account.
Routing and support follow-up	WhatsApp uses the Omni ticket workspace and channel-specific reply rules; Pro adds intelligent routing.
WhatsApp cost components	Freshdesk Omni seats plus WhatsApp usage. Freshworks documents a 20% markup on the total WhatsApp cost billed from Meta; Freddy AI usage is a separate allowance/add-on. as of October 2026

Best Helpdesk Software for WooCommerce 2026

WooCommerce order context	Not documented
WooCommerce order actions	Not documented
WooCommerce connector and setup	Install Kestrel’s WooCommerce Marketplace extension; customers can open and track tickets from My Account and staff can create tickets from an order. The listing shows a separate $99 one-year extension plan and requires an existing Freshdesk account.

Appears in these comparisons

Consider instead

Zendesk — Shares 16 shortlists; ranked above Freshdesk on Best B2B Customer Support Portal Software 2026
Intercom — Shares 9 shortlists; ranked above Freshdesk on Best AI Customer Support Software for Small Businesses 2026
Zoho Desk — Shares 9 shortlists; ranked above Freshdesk on Best B2B Customer Support Portal Software 2026

Change log

19 October 2026 — Checked 8 facts including Free plan, Answer sources and audience control, Search across localized content, WooCommerce order context
18 October 2026 — Checked 70 facts including Starting price, Free trial, Price published, Answer and escalation controls
17 October 2026 — Checked 19 facts including Separate brand email identity, Customer-tier response policies, Warning before an SLA breach, Six branded customer portals

Freshdesk is a practical choice for an email-first support team that wants assigned tickets, repeatable workflows and a searchable customer knowledge base. Its progression from Growth to Pro and Enterprise gives buyers clear steps for more routing and reporting. The essential purchasing distinction is between Freshdesk and Freshdesk Omni: they are separate products with different channel capabilities and prices.

A useful starting point for structured email support

Growth includes the shared inbox, ticketing, customer portal and knowledge base. It suits a team moving beyond mailbox ownership conventions into explicit ticket assignment and service targets. Ticket-update rules can change fields, move work between agents or groups, notify people and invoke webhooks, subject to the account’s entitlements. These are concrete building blocks for a consistent support process.

Pro becomes more relevant when customer commitments differ. Growth has one default SLA policy; Pro allows multiple policies. Pro also adds custom dashboards and reporting. A business serving several products can create up to five products with separate branded portals and knowledge content on Pro. Enterprise permits unlimited products and adds skill-based routing. The SLA guide and portal documentation establish these boundaries.

Choose the correct channel product

The current SKU guide describes standalone Freshdesk as email first, with Facebook and a basic Web Chat channel for knowledge content and ticket forms. Freshdesk Omni provides advanced live chat, topic routing, WhatsApp, Instagram and chat AI. A team planning real-time conversations across those channels should evaluate Omni directly.

Freshdesk pricing starts at $19 per agent/month billed annually; Pro is $55 and Enterprise $89. Omni starts separately at $29. Comparing standalone Freshdesk’s starting price with another vendor’s full messaging suite would miss a material difference in what the buyer receives.

Integration-heavy teams should examine the account-wide API limits as well. Freshdesk documents 100 requests per minute on Growth, 400 on Pro and 700 on Enterprise, with additional limits for individual endpoints. A custom application can consume that allowance, so ticket synchronization and contact imports belong in the plan evaluation alongside agent-facing features.

Order actions and AI costs

The Shopify app exposes order and shipping details and supports full or partial refunds. Cancellation is limited to orders that have not shipped or been fulfilled. For a store, test the actual order states and required permissions against that boundary before choosing a workflow.

Freddy AI Agent’s first 500 sessions are a one-time account allowance. Additional sessions cost $49 per 100; an email session covers a 72-hour window. Copilot is another paid add-on on qualifying plans. Our Freshdesk pricing guide separates these costs. Use the small-business shortlist, multi-brand comparison and Freshdesk alternatives to compare the required package, then return to the category.

Microsoft 365 support email as Freshdesk tickets

Freshdesk's email configuration guide covers Microsoft Office 365 and shared mailboxes. Administrator/mailbox access, sender verification and the primary-folder capture rule belong in the rollout checklist. Agents then handle the resulting tickets in Freshdesk. See the Microsoft 365 comparison for the connection choices.

Choose the channel configuration

Current WhatsApp documentation includes approved template follow-up and a 20% markup on Meta charges. The Instagram workflow covers DMs, comments and story interactions with ticket/thread restrictions. For phone, the Freshcaller integration links calls to existing or new Freshdesk tickets. Price the actual Omni or Freshcaller configuration rather than assuming email-only Freshdesk includes every channel.

EEA setup and staff administration

Select the EEA region at signup or arrange a support-assisted move. Staff authentication belongs in Neo Admin Center, separately from customer-contact policies. The documented RelyApps Entra SCIM connector is a paid integration, not an assumed native entitlement. Compare regional hosting and support-team SSO.

Company access and translation upkeep

Provider staff can grant a contact visibility across a company's tickets; Pro and above support contacts linked to several companies. Customers cannot configure those multi-company associations themselves. For knowledge, Pro adds multilingual solutions and Enterprise adds the approval workflow; editors can flag translations outdated after a source update. Compare the B2B portal and multilingual knowledge choices. The customer-data guide defines the access administration boundary.

Compare for your buying situation

Visit product website