Freshdesk.

Freshdesk is a ticket-based help desk from Freshworks used by small and mid-sized businesses that need structured support across email, web forms, chat, phone and social channels. Its Freddy AI layer has two parts: Freddy AI Copilot helps agents with reply suggestions, tone rewrites, ticket summaries and resolution notes, and Freddy AI Agent answers customers directly from the knowledge base and is billed per session after an included allowance. Standard features include SLA management, automations, canned responses, a knowledge base and customer portal. A small business usually starts on Growth with email and a help center, adds automation rules for routing and later enables the AI Agent for common questions. It integrates with Shopify, Slack, Microsoft Teams, Salesforce, HubSpot, Jira, WhatsApp and Zapier. A real caveat is that Copilot is only available on Pro and Enterprise and costs $29 per agent on top, so the AI-assisted price per agent is closer to $84 than the headline $19.

Pricing

14-day trial; Growth $19/agent/month, Pro $55, Enterprise $89 billed annually; Freddy AI Copilot $29/agent add-on; 500 Freddy AI Agent sessions included then $49 per 100 (Oct 2026).

Works with

ShopifySlackMicrosoft TeamsSalesforceHubSpotJiraWhatsAppZapier

Features

Customer service agentsHuman handoffIntegrationsInternal searchTicket routingWorkflow builder

Checked

October 2026