---
title: Freshdesk review
canonical: https://customersupportreviews.com/reviews/freshdesk
grade: B
points: 79
updated: 2026-10-08
---

# Freshdesk review

**Grade B (79/100) · #4 of 12 help desks**

Freshworks help desk; the Omni edition adds live chat, WhatsApp and Freddy AI agents billed per session.

> Plain Freshdesk no longer offers WhatsApp to accounts created from December 2025; live chat, WhatsApp, Instagram and the chat AI agent now come with Freshdesk Omni [3].

## Verdict
Freshdesk Omni suits small and mid-size teams that want email, chat and WhatsApp with an AI agent at a low, fully published price. The catch is that live chat needs Omni, agent assist starts on Omni Pro, phone runs through a separate Freshworks product, and AI sessions are billed whether or not the AI resolves the case.

**Good fit:** Small and mid-size teams that want low, published per-agent prices; Ecommerce teams that want an AI agent to handle refunds and order updates; Buyers who want monthly billing with no minimum

**Look elsewhere:** Teams that need a built-in phone channel and a voice AI agent; Teams that need skills-based routing below the Enterprise plan; Buyers who want AI billed only on successful resolutions

## Pros
- Every plan and add-on price is public, with monthly billing and no cancellation fees [1][2].
- Freshdesk Omni Growth bundles email, live chat, WhatsApp, Facebook and Instagram for $29 per agent a month, billed annually [1][3].
- Freddy AI Agent can process refunds, update orders and check shipping through 50+ prebuilt workflows [5].
- A Test tab runs up to 100 simulated queries before the AI agent goes live [6].
- Strong reviews: 4.5 out of 5 from 3,486 Capterra reviews [14].

## Cons
- Live chat, WhatsApp and the chat AI agent need Freshdesk Omni; plain Freshdesk has only a basic web chat [3].
- Freddy AI Copilot is a $29 per agent add-on, sold only on Omni Pro and Enterprise [1].
- AI sessions cost $49 per 100 and count every conversation the AI handles, and the 500 free sessions are a one-time offer [1][4].
- Phone runs through the separate Freshcaller product, and the AI agent does not cover voice [3][5].
- Skill-based routing is limited to Omni Enterprise at $119 per agent a month [1].

## Grade breakdown
| Criterion | Weight | Level | Why |
|---|---|---|---|
| True cost with AI on | 30% | 3/5 | $1,325 a month for 10 agents on Freshdesk Omni Pro with AI on, or $133 per agent [1][4]. |
| Price transparency | 15% | 5/5 | Every plan and AI price is public, with session and action limits in numbers, monthly billing available and no minimum commitment [1][2]. |
| AI agent and assist | 20% | 4/5 | Freddy AI Agent takes actions such as refunds and order updates on chat and email, plus Copilot for agents, but it does not run on voice [1][5]. |
| Help desk essentials | 15% | 4/5 | Omni covers email, live chat, help center, SLAs and automations plus WhatsApp and social, while phone comes through Freshworks' separate Freshcaller product [1][3]. |
| Security and data | 10% | 4/5 | SOC 2 Type II and ISO 27001, plus EU hosting and a HIPAA BAA, but Freshworks' collaborative models train on data from multiple customers [8][9][10][11]. |
| What users say | 10% | 5/5 | An average of 4.5 from 3,486 Capterra reviews and 4.4 from 3,779 on G2, with named customers such as Hobbycraft and PhonePe [5][13][14]. |

## What Freshdesk is
Freshdesk is Freshworks' help desk, sold in two editions. Plain Freshdesk starts at $19 per agent a month and covers email, Facebook and a basic web chat, while Freshdesk Omni adds live chat, WhatsApp, Instagram and the full AI Agent Studio [2][3].

Omni Growth costs $29 per agent a month billed annually, or $35 monthly. Pro adds multiple SLA policies and the Copilot add-on at $79, and Enterprise adds skill-based routing and Freddy AI Insights at $119 [1]. Phone comes from Freshworks' Freshcaller product rather than the help desk itself [3].

## AI
Freddy AI Agent runs on email, web chat, WhatsApp and social channels. It answers from your knowledge sources and, through prebuilt agentic workflows with Shopify, Stripe, PayPal and others, can process refunds, update orders and check shipping [1][5]. Before launch, a Test tab runs up to 100 queries at once and can generate 50 sample questions from your content; reports then track resolutions, escalations and drop-offs [5][6]. It does not handle voice calls.

AI agent use is sold in sessions at $49 per 100, after a one-time 500 free [1]. A chat session covers 24 hours of conversation and an email session 72 hours, and a session counts whether or not the AI resolves the issue [1]. Freddy AI Copilot, for reply drafts, summaries and live translation, costs $29 per agent a month billed annually ($35 monthly) and is sold only on Pro and Enterprise [1].

## Pricing
A 10-agent team that wants both the Freddy AI Agent and Copilot needs Omni Pro: $790 a month in seats, $290 for Copilot and $245 for 500 AI sessions, for $1,325 a month [1]. Omni Growth runs the AI agent for $535 a month for the same team but cannot add Copilot [1]. Real AI costs run higher, since every conversation the AI touches uses a session, including ones it hands to a human, and unused sessions do not carry over [1][4].

- **Freshdesk Growth:** $19 per agent a month billed annually; $23 per agent a month billed monthly (Email, Facebook and basic web chat; Email AI Agent; 500 one-time AI sessions)
- **Freshdesk Pro:** $55 per agent a month billed annually; $66 per agent a month billed monthly (Adds multiple SLA policies and community forums; Copilot add-on available)
- **Freshdesk Enterprise:** $89 per agent a month billed annually; $107 per agent a month billed monthly (Adds skill-based routing and Freddy AI Insights)
- **Freshdesk Omni Growth:** $29 per agent a month billed annually; $35 per agent a month billed monthly (Email, live chat, WhatsApp, Facebook and Instagram; AI Agent Studio; 500 one-time AI sessions; 1,200 MCP actions a year)
- **Freshdesk Omni Pro:** $79 per agent a month billed annually; $95 per agent a month billed monthly (Adds multiple SLA policies, bring-your-own channel and telephony, 6,000 MCP actions a year; Copilot add-on available)
- **Freshdesk Omni Enterprise:** $119 per agent a month billed annually; $143 per agent a month billed monthly (Adds skill-based routing, Freddy AI Insights, sandbox, audit logs and 12,000 MCP actions a year)
- **Freddy AI Agent sessions:** $49 per 100 sessions
- **Freddy AI Copilot:** $29 per agent a month billed annually, $35 billed monthly
- **Freddy AI Insights:** Included in Enterprise
- **MCP actions:** $15 per 1,000 actions

## Security and data
Freshworks holds SOC 2 Type II, ISO 27001:2022 and ISO 27701, and publishes its DPA and sub-processor list in its Trust Center [8]. Data is hosted on AWS in the US, EU, Australia, India or the Middle East [9]. Freshworks signs a HIPAA BAA covering Freshdesk, Freshchat, Freshcaller and Freshdesk Omni [11]. Third-party models such as Microsoft's Azure OpenAI do not train on customer data, but Freshworks' own collaborative models are trained on data from multiple customers unless you opt out [9][10].

## What users say
Freshdesk averages 4.5 out of 5 from about 3,486 Capterra reviews and 4.4 from about 3,779 on G2 [13][14]. G2 reviewers praise its automation and ticket organization, but some report duplicate tickets and delays at high volume [13]. The newer Freshdesk Omni listing on Capterra has only six reviews, averaging 3.7 [15]. Public customer stories include Hobbycraft, PhonePe, iPostal1 and Woolacombe Bay [5][7].

## Sources
1. [Freshdesk Omni pricing](https://www.freshworks.com/freshdesk/omni/pricing/) — Freshworks, accessed 2026-10-08
2. [Freshdesk pricing](https://www.freshworks.com/freshdesk/pricing/) — Freshworks, accessed 2026-10-08
3. [Getting started with Freshdesk Omni](https://support.freshdesk.com/support/solutions/articles/50000011785) — Freshworks, accessed 2026-10-08
4. [AI Agent and chatbot sessions FAQs](https://crmsupport.freshworks.com/support/solutions/articles/50000004664-ai-agent-and-chatbot-sessions-faqs) — Freshworks, accessed 2026-10-08
5. [Freddy AI Agent](https://www.freshworks.com/freshdesk/omni/freddy-ai-agent/) — Freshworks, accessed 2026-10-08
6. [Test and optimize AI Agent](https://support.freshdesk.com/support/solutions/articles/50000011715) — Freshworks, accessed 2026-10-08
7. [Freshdesk Omni](https://www.freshworks.com/freshdesk/omni/) — Freshworks, accessed 2026-10-08
8. [Freshworks Trust Center](https://trust.freshworks.com/) — Freshworks, accessed 2026-10-08
9. [Sub-processors](https://www.freshworks.com/privacy/sub-processor/) — Freshworks, accessed 2026-10-08
10. [Freddy AI data and safety FAQs](https://freddyaisupport.freshworks.com/support/solutions/articles/50000011935-freddy-ai-data-and-safety-faqs) — Freshworks, accessed 2026-10-08
11. [Freshworks commitment towards HIPAA compliance](https://crmsupport.freshworks.com/support/solutions/articles/238735-hipaa-configuration-guide) — Freshworks, accessed 2026-10-08
12. [Manage Languages](https://support.freshdesk.com/support/solutions/articles/180033) — Freshworks, accessed 2026-10-08
13. [Freshdesk reviews](https://www.g2.com/products/freshdesk/reviews) — G2, accessed 2026-10-08
14. [Freshdesk reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) — Capterra, accessed 2026-10-08
15. [Freshdesk Omni](https://www.capterra.com/p/10012197/Freshdesk-Omni/) — Capterra, accessed 2026-10-08