---
title: Freshdesk
canonical: https://saasranked.com/software/freshdesk/
category: Help Desk Software
points: 70
rank: 4 of 12
facts_checked: 2026-10-09
---

# Freshdesk

Help desk with an email-first edition from $19 per agent a month and a pricier Omni edition for chat and social channels.

70 points out of 100. #4 of 12 help desks. Vendor: Freshworks. Website: https://www.freshworks.com/freshdesk/

- Freshdesk Growth costs $19 per agent a month billed yearly; Pro is $55 and Enterprise $89 [1].
- Freshdesk Omni, the multichannel edition, costs $29, $79 and $119 per agent a month billed yearly [2].
- Automation, a knowledge base and SAML single sign-on are listed on all three Freshdesk plans [1].
- Round robin assignment, multiple SLA policies, custom reports and CSAT surveys start at Pro, $55 per agent a month [1].
- The free program lasts 6 months for up to 2 agents [13].

Verdict: Freshdesk suits small teams that want automation, a knowledge base and SAML single sign-on from $19 per agent [1]. Round robin assignment, multiple SLA policies, CSAT surveys and custom reports need Pro at $55 [1]. Instagram and WhatsApp need the Omni edition, which costs more [2][4]. Freshworks lists SOC 2 Type 2 and ISO/IEC 27001:2022 on its trust centre [10]. Best for: Small support teams that start with email and may add chat and social later.

## Points

| Criterion | Line | Value | Points | Note |
|---|---|---|---|---|
| Channels and apps | Support channels | Email, Live chat, Phone, Social media | 8/8 | Omni help article: email, web chat, WhatsApp, Facebook, Instagram in one inbox, each message a ticket; phone through Freshcaller [4][5]. |
| Channels and apps | Mobile apps | iOS, Android | 2/2 | Help article: an agent-specific Freshdesk mobile app exists for iOS and Android [6]. |
| Channels and apps | Built-in help centre | Yes | 4/4 | Knowledge base is listed on Growth, Pro and Enterprise [1][3]. |
| Workflow and SLAs | SLA policies | Yes | 8/8 | Growth lists SLA management; multiple SLA policies are listed on Pro and Enterprise [1]. |
| Workflow and SLAs | Ticket automation rules | Yes | 5/5 | Automations are listed on Growth, Pro and Enterprise [1][3]. |
| Workflow and SLAs | Automatic ticket assignment | Yes | 5/5 | Round robin and load-balanced assignment are listed on Pro and Enterprise, not Growth [1]. |
| Workflow and SLAs | Built-in satisfaction survey | Yes | 3/3 | Pricing page lists CSAT surveys and reports on Pro; help article says surveys are available from Pro onward [1][7]. |
| Reports and connections | Custom reports | Yes | 5/5 | Pro plan lists Custom Reports and Dashboards, absent from Growth [1][2]. |
| Reports and connections | Public API | Yes | 3/3 | Public REST API reference exists; a help article says API access starts on paid plans, using older plan names [8][9]. |
| Reports and connections | Named integrations | Slack, Microsoft Teams, Jira, Shopify, Salesforce, HubSpot | 6/6 | Product page integration carousel names all six; a Freshworks Shopify app lists Freshdesk support [11][14]. |
| Reports and connections | AI assistant with public price | Yes | 4/4 | Freddy AI Agent: 500 free sessions on paid plans, then $49 per 100 sessions [1]. |
| Security | SOC 2 Type II or ISO 27001 | Yes | 6/6 | Trust centre lists SOC 2 Type 2 reports and an ISO/IEC 27001:2022 certificate, company-wide; no auditor named [10]. |
| Security | Single sign-on | Yes | 6/6 | Pricing page lists SAML single sign-on for agents on all three plans; help article lists SAML and OpenID Connect [1][12]. |
| Price | Free plan | No | 0/5 | Free program runs 6 months for 2 agents; pricing page lists no free plan [1][13]. |
| Price | Cheapest paid plan | $19/mo | 5/10 | Freshdesk Growth, $19 per agent a month billed yearly; email-first plan [1]. |
| Independent testing | G2 AI CX evaluation | Not tested | 0/20 | G2 did not include it in the October 2026 test [15]. G2's Freshworks entry (105) is Freshchat, a different product from Freshdesk. |

## Plans

| Plan | Price | Per month (USD) |
|---|---|---|
| Freshdesk Growth | $19/agent/month [1] | $19 |
| Freshdesk Pro | $55/agent/month [1] | $55 |
| Freshdesk Enterprise | $89/agent/month [1] | $89 |
| Freshdesk Omni Growth | $29/agent/month [2] | $29 |
| Freshdesk Omni Pro | $79/agent/month [2] | $79 |
| Freshdesk Omni Enterprise | $119/agent/month [2] | $119 |

Prices are per agent, billed yearly. The pricing page description says pricing starts at $15, but the Growth plan shown is $19 [1].

## Strengths

- Automation, knowledge base and SAML single sign-on are on every Freshdesk plan [1].
- Phone runs through Freshcaller, a Freshworks product linked to the helpdesk [5].
- Official agent apps exist for iOS and Android [6].
- Integrations with Slack, Microsoft Teams, Jira, Shopify, Salesforce and HubSpot are listed on the product page [11].
- AI Agent includes 500 free sessions; more cost $49 per 100 sessions [1].

## Limits

- No permanent free plan: the free program lasts 6 months and is not available in Omni [3][13].
- Multiple SLA policies and round robin assignment are not on the $19 Growth plan; they start at Pro [1].
- CSAT surveys are listed from the Pro plan onward [1][7].
- Instagram and WhatsApp are Omni only, and the email-first edition has only a basic web chat; Omni costs $29 to $119 per agent [2][4].
- Phone needs a separate Freshcaller account with its own trial and numbers [5].

## Sources

1. [Freshdesk Customer Support Software Pricing & Plans](https://www.freshworks.com/freshdesk/pricing/), Freshworks, accessed 2026-10-09
2. [Freshdesk Omni pricing](https://www.freshworks.com/freshdesk/omni/pricing/), Freshworks, accessed 2026-10-09
3. [Understanding Freshdesk Pricing Plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), Freshdesk support, accessed 2026-10-09
4. [Getting Started with Freshdesk Omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), Freshdesk support, accessed 2026-10-09
5. [Adding a phone channel to your Freshdesk](https://support.freshdesk.com/support/solutions/articles/229608-adding-a-phone-channel-to-your-freshdesk), Freshdesk support, accessed 2026-10-09
6. [Will agents be able to respond to tickets on their smartphones using Freshdesk?](https://support.freshdesk.com/support/solutions/articles/235483-will-agents-be-able-to-respond-to-tickets-on-their-smartphones-using-freshdesk-), Freshdesk support, accessed 2026-10-09
7. [How to create a new customer satisfaction survey](https://support.freshdesk.com/support/solutions/articles/230148-how-to-create-a-new-customer-satisfaction-survey-), Freshdesk support, accessed 2026-10-09
8. [Freshdesk API documentation](https://developers.freshdesk.com/api/), Freshworks, accessed 2026-10-09
9. [Do we have API and integration capabilities in the free Sprout plan?](https://support.freshdesk.com/support/solutions/articles/50000001047-do-we-have-api-and-integration-capabilities-in-the-free-sprout-plan-), Freshdesk support, accessed 2026-10-09
10. [Freshworks Trust Center](https://trust.freshworks.com/), Freshworks, accessed 2026-10-09
11. [Freshdesk help desk software](https://www.freshworks.com/freshdesk/), Freshworks, accessed 2026-10-09
12. [Single sign-on in Freshdesk](https://support.freshdesk.com/support/solutions/articles/50000001658-single-sign-on-in-freshdesk), Freshdesk support, accessed 2026-10-09
13. [Explore Freshdesk Free Program](https://support.freshdesk.com/support/solutions/articles/50000010099-explore-freshdesk-free-program-freshdesk-only-), Freshdesk support, accessed 2026-10-09
14. [Shopify app for Freshdesk](https://www.freshworks.com/apps/freshdesk/shopify/), Freshworks Marketplace, accessed 2026-10-09
15. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08