All features Ticketing

Agent Productivity

Freshdesk is built to propel agent productivity and speedy response to customers. Agents can easily stay on top of all tickets and work collaboratively with teammates to efficiently resolve customer issues.

We've simplified ticketing for you!

Customer issues from any channel can be converted into tickets in Freshdesk. This way, none of your customer conversations slip through the cracks. 

Helpdesk Ticketing System Helpdesk Ticketing System
Interested in evaluating Freshdesk? Check out our 100% transparent pricing plans

Freshdesk combines best-in-class ticketing, self-service, and reporting.

Free

Get going for free

$0

Up to 10 agents

 

 

€0

Up to 10 agents

 

 

£0

Up to 10 agents

 

 

₹0

Up to 10 agents

 

 

A$0

Up to 10 agents

 

 

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  • Integrated ticketing across email and social Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk.
  • Ticket Dispatch Categorize, prioritize, and route tickets to the right teams by creating your own business rules.
  • Knowledge Base Enable customers to help themselves by finding answers on their own.
  • Ticket Trend Report Analyze trends and stay on top of tickets by allocating resources at the right time.
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support

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Growth

Intuitive, industry-leading support for growing businesses

$15

/agent/month, billed annually

$18

/agent/month, billed monthly

€15

/agent/month, billed annually

€18

/agent/month, billed monthly

£12

/agent/month, billed annually

£15

/agent/month, billed monthly

₹999

/agent/month, billed annually

₹1199

/agent/month, billed monthly

A$25

/agent/month, billed annually

A$30

/agent/month, billed monthly

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Everything in Free and…

  • Automation Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice.
  • Collision Detection Know when another agent is viewing/replying to a ticket to avoid duplicating each other’s effort.
  • 1000+ marketplace apps Get access to 1000+ apps and extend the capabilities of your helpdesk with the Freshworks Marketplace.
  • In-depth helpdesk report
  • SLA management & business hours Set the right expectations with customers and agents on the response and resolution timeframes for every ticket in your helpdesk, and set the right business hours.
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support

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ProPopular

Advanced automation for high performance

$49

/agent/month, billed annually

$59

/agent/month, billed monthly

€49

/agent/month, billed annually

€59

/agent/month, billed monthly

£35

/agent/month, billed annually

£42

/agent/month, billed monthly

₹3599

/agent/month, billed annually

₹4299

/agent/month, billed monthly

A$69

/agent/month, billed annually

A$83

/agent/month, billed monthly

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Everything in Growth and…

  • Multiple products Up to 5 products
  • Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues.
  • Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion.
  • Custom Roles Provide or restrict access to your agents at granular levels.
  • Custom objects Create or bring in business-critical data right inside your Freshdesk.
  • Custom Reports and Dashboards Create powerful reports and dashboards unique to your business and draw deeper insights from your Freshdesk data.
  • Segment customers for personalized support
  • Customer journey Show agents the solution articles that a customer opened before they created a support ticket.
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.
  • SLA reminder & escalation
  • Multilingual knowledge base Supports 42 languages.
  • Custom apps Extend your support capabilities by building apps customized for your business.
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing

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Enterprise

Fully featured with bots for enterprise-level support

$79

/agent/month, billed annually

$95

/agent/month, billed monthly

₹5699

/agent/month, billed annually

₹6899

/agent/month, billed monthly

€79

/agent/month, billed annually

€95

/agent/month, billed monthly

£60

/agent/month, billed annually

£72

/agent/month, billed monthly

A$109

/agent/month, billed annually

A$131

/agent/month, billed monthly

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Everything in Pro and…

  • Assist bot Guide agents through pre-configured steps to help resolve customer queries faster. Does not require bot sessions. Freddy
  • Email bot Automatically respond to email tickets with relevant solution articles. Consumes bot sessions. Freddy
  • Auto-triage Automatically predict basic ticket fields like Type, Priority & Group and other custom ticket fields. Freddy
  • Article suggester Let Freddy suggest solution articles to your agents to help them respond to tickets faster. freddy
  • Canned response suggester Let Freddy suggest canned responses to help your agents respond to tickets faster. freddy
  • Unlimited products
  • Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers.
  • Easily manage agent shifts across time zones
  • Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk.
  • Skill-based routing Match tickets to the agent most skilled in handling specific types of issues within the group.
  • Knowledge base approval workflow Track, review, approve, and publish knowledge base articles.
  • Flexible knowledge base hierarchy Categorize articles up to 5 folder levels and scale your knowledge base.
  • IP range restriction Increase helpdesk security by allowing certain IP addresses to access your portal.

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Faster resolution on conversations, tickets, or both.

Growth

For fast growth

$29

/agent/month, billed annually

$35

/agent/month, billed monthly

€29

/agent/month, billed annually

€35

/agent/month, billed monthly

£25

/agent/month, billed annually

£30

/agent/month, billed monthly

₹2299

/agent/month, billed annually

₹2799

/agent/month, billed monthly

A$45

/agent/month, billed annually

A$55

/agent/month, billed monthly

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Omnichannel

  • Web widget
  • Messaging channels WhatsApp, Facebook Messenger, Instagram, Apple Business Chat, Google's Business Messenger, LINE
  • Email

Self-Service

  • Customer portal
  • Knowledge base
  • Chatbots

Conversational Engagement

  • Unified agent inbox
  • Conversation switch
  • Proactive support and campaigns

Ticketing

  • Agent collision detection
  • Custom agent status

Administrator Capabilities

  • Collaboration - Threads and tasks
  • Customizable contact, conversation and ticket properties

Contacts and Account Management

  • Customer 360 - Contact events tracking and lifecycle

Dashboard and Analytics

  • APIs - Report extraction, conversations, tickets
  • Reports - Curated and custom
  • Real-time dashboards

Security and Privacy

  • Role-based access control
  • Single Sign On

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ProPopular

For high performance

$69

/agent/month, billed annually

$83

/agent/month, billed monthly

€69

/agent/month, billed annually

€83

/agent/month, billed monthly

£55

/agent/month, billed annually

£66

/agent/month, billed monthly

₹5499

/agent/month, billed annually

₹6599

/agent/month, billed monthly

A$105

/agent/month, billed annually

A$126

/agent/month, billed monthly

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Everything in Growth, plus:

Omnichannel

  • Bring your own channel (BYOC)
  • Bring your own telephony (BYOT)

Self-Service

  • Multilingual knowledge base
  • Article versioning
  • Full portal customization
  • Community forums

Conversational Engagement

  • Multilingual conversations

Ticketing

  • Ticket templates
  • Canned forms
  • Dynamic ticket fields (sections)
  • Advanced custom fields

Contacts and Account Management

  • User targeting

Administrator Capabilities

  • Multilingual CSAT
  • Business hours - Global, multiple, group specific
  • Intelliassign - round robin and load balanced
  • Multiple SLA policies
  • Parent-child ticketing
  • Dynamic email notifications
  • Multiple products
  • Collaborators
  • Custom objects

Dashboard and Analytics

  • Team dashboard - Ticket

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Enterprise

For enterprise-grade support

$109

/agent/month, billed annually

$131

/agent/month, billed monthly

€109

/agent/month, billed annually

€131

/agent/month, billed monthly

£89

/agent/month, billed annually

£107

/agent/month, billed monthly

₹8899

/agent/month, billed annually

₹10679

/agent/month, billed monthly

A$165

/agent/month, billed annually

A$198

/agent/month, billed monthly

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Everything in Pro, plus:

Self-Service

  • Approval workflow
  • Flexible knowledge base hierarchy

Ticketing

  • Agent shifts
  • Out of office scheduler

Admininstrator Capabilities

  • Sandbox for ticketing
  • Audit Logs
  • Skill Based assignment

Dashboard and Analytics

  • Custom object analytics

Security and Privacy

  • JWT authentication
  • Allowed domains
  • IP Whitelisting/Allowed IPs
  • HIPAA
  • PCI compliance

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Team Inbox

Unlike email, our ticketing system is designed for team collaboration and agent productivity. This means that you can do so much more than just sending replies. Prioritize every ticket based on the keywords. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are front and center.

Collision detection

See who else is viewing or replying to the ticket.

Canned responses

Save replies to common tickets and reuse them.

Smart notifications

Get notified within the tool about ticket updates.

Custom ticket views

Choose which tickets you want to see first.

Merging tickets

Merge tickets about the same issues into one.

Activity log

View every agent and system activity on the ticket.

Collaborative ticketing

Help your teams collaborate effectively to provide better support experiences.

  • Share ownership of tickets without losing visibility. Loop in teammates for a discussion right inside the ticket for full context.
  • Split tickets with several tasks into sub-tickets. Have multiple teams work on them in parallel.
  • Link and keep track of tickets related to similar issues. Send bulk updates to customers in one go.

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Collaborative Ticketing Screenshot Collaborative Ticketing Screenshot

SLA management

A service level agreement across your Freshdesk sets performance thresholds that can be managed and optimized over time.  With SLAs, set expectations for response time with customers and measure how well agents are able to meet time frames.

  • Set up rules for when every ticket needs to be replied to and solved so agents are clear about deadlines
  • Redistribute the workload or add more people to the team based on SLA compliance rates
  • Set up automatic reminders for agents and escalations to managers whenever SLAs are not met

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SLA for Ticketing Software SLA for Ticketing Software

AI-powered ticketing

With Freddy AI tightly integrated with ticketing, do away with mundane, repetitive tasks and save time for your agents.

  • Automatically suggest ticket fields to categorize, prioritize and route incoming tickets
  • Have Freddy recommend the most fitting solution articles to your agents for faster resolution
  • Prevent reopening of tickets when customers respond with a thank you

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Field service ticketing

Create service tasks for customer tickets that require field visits.

  • Assign to the right field employee or service group based on problem type, location, skills needed and more
  • Field employees can access their service tasks via the Freshdesk app for iOS and Android
  • Updates from field employees are fully integrated with Freshdesk ticketing so dispatch and field are united in delivering an amazing customer experience

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SLA for Ticketing Software SLA for Ticketing Software

Contextual ticketing with Custom Objects

Bring in all the business-critical information unique to your organization right inside your Freshdesk.

  • Create and manage custom objects, gather the information you need related to your customers & business
  • Associate these objects with other custom or standard objects, bring in complete context without switching multiple tabs or tools
  • Empower your agents by making this data available to them right on the ticket page
  • Use a rich variety of filters to slice & dice your custom & standard objects
  • View and analyze data to make insights-led decisions

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Contextual ticketing with Custom Objects Contextual ticketing with Custom Objects