Ticketing you may not need, priced per person you may not have

Freshdesk is Freshworks' customer service product, described on their own site as an AI powered customer service solution with omnichannel ticketing and automated workflows. The published plan prices on the date checked were Growth at $19 an agent a month billed annually, Pro at $55 and Enterprise at $89, and the messaging channels listed alongside it included WhatsApp, Facebook Messenger, Instagram, Line, Microsoft Teams and Slack.

The AI comes in two separate products. Freddy AI Agent handles customers directly and is sold by session, with the pricing page listing the first 500 sessions included and additional sessions at $49 per 100. Freddy AI Copilot assists your human agents and is an add on at $29 an agent a month billed annually, purchased and assigned to whichever agents you choose.

Freshworks defines a session precisely enough to matter: a unique interaction between an end user and an AI agent, and for an email AI agent specifically, a 72 hour window starting from the customer's first email. That is a generous unit if your enquiries come in bursts and an expensive one if they are one off questions from many different people.

There is no free plan published. New accounts are given access to the Enterprise plan for 14 days. Everything above is what Freshworks published on the checked date. Prices and session allowances move, so check their pricing page before you plan around them.

Written to be used rather than to be waved at. If any of these describe you, this is the wrong product and the rest of the page will not change that.

• Tickets are the job. If enquiries need to be queued, assigned, escalated, measured against a service level agreement and closed, Freshdesk does all of that and this product does none of it.
• The first 500 AI sessions are included on every plan, so a small helpdesk with modest AI volume pays nothing extra for the AI at all.
• You are already inside Freshworks. If you run their sales or IT service products, keeping customer service in the same suite is worth more than any feature comparison on this page.
• You need the messaging channels. WhatsApp, Messenger, Instagram, Line, Teams and Slack are listed as supported. None of them exist here.
• Your agents want assistance rather than replacement. Copilot at $29 an agent a month is aimed at making the humans faster, which is a different product to anything sold here.

• You are not buying seats. The whole price list is $0, $29, $99 and $299 a month, and none of the tiers charge per person answering.
• Answers come only from material you indexed, in the usual document formats or from a crawl of your own site that obeys robots rules and follows your sitemap, and every answer carries numbered citations.
• Below the match threshold you set, it refuses without reaching the model at all and returns your own fallback wording. You also control caution level, reply length and how many passages are retrieved.
• There is a free tier that stays free, and the 14 day Growth trial needs no card and drops to that free tier when it ends rather than switching your assistant off.
• Appearance is fully yours including custom CSS, with the launcher isolated in a closed shadow root and the panel in a separate frame so it cannot collide with your site.

Read off their own site on that date, quoted narrowly. Prices and packaging in this category change often, so treat this as a snapshot and check both before you decide.

Listing this is more useful than filling it in. Every line here is something that was not clearly published, or was behind a sign-up.

• Whether the 500 included sessions are a one off allowance or reset each month was not stated on the pricing page.
• Monthly rather than annual billing figures for each plan were not visible.
• No free plan was mentioned on the pricing page, only the 14 day Enterprise trial, so whether one exists elsewhere is unconfirmed.

Is this a helpdesk?

No. There is no ticket, no queue, no assignment, no service level tracking and no shared inbox. If those words describe your work, Freshdesk is the right product and this is not.

How do sessions compare to replies?

They are different units and should not be divided into each other casually. A session is a window of interaction on their side. A reply here is one answer returned to a visitor. Compare the definitions before comparing the prices.

Can it answer email enquiries?

No. It answers on your website only. When a visitor asks for a person it takes a name, an email and a message and sends that to an address you nominate.

What happens after the trial?

The workspace drops to the free tier, which is 50 replies a month with our name on the panel. Nothing is deleted and you are not charged automatically.