Freshdesk
AI-powered customer service software with omnichannel ticketing and automated workflows for support teams.
About Freshdesk
Freshdesk is a customer service platform from Freshworks that combines ticketing, automation and AI to help support teams resolve customer queries. The vendor says it is used by more than 50,000 businesses worldwide.
AI agents can handle email queries by working out customer intent and taking action, while an AI Copilot helps human agents prioritise work and suggest next steps. Customer history is brought together in one workspace so agents can see the full picture.
The vendor also offers guided onboarding, free AI onboarding, benchmarking of support metrics and AI Insights for spotting trends. Freshdesk can connect to other business apps and, through MCP, to AI tools.
- Omnichannel ticketing and automated workflows
- AI agents and AI Copilot (Freddy AI)
- AI Insights and performance benchmarking
- Integrations with business apps and MCP support
Performance figures on the page (such as resolution rates) are vendor claims and customer-reported results, and may not match your own results.
What it does
Requirements & licence
| Runs on | Web browser |
|---|---|
| Internet | Needs internet |
| System requirements | Modern web browser and internet connection. |
| Licence | Freemium — Proprietary SaaS |
| Source code | Not included — you buy the right to use the software, not ownership of the code |
| Distribution | Online service |
| Last updated | 22 Oct 2026 |
| Support | Community or self-service |
Downloads
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Publisher
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