Freshdesk is customer service software, a help desk, made by Freshworks Inc. A help desk collects customer questions from email and other channels as tickets: records that a support team assigns, answers and tracks until each problem is solved.
Incoming emails become tickets in a shared inbox. Business rules categorize, prioritize and route tickets to the right team; automations run follow-ups and escalations on time- and event-based triggers; and SLA policies (service level agreements) set the time allowed for each reply. A customer portal with a knowledge base lets customers submit tickets and find answers themselves. Freddy AI, Freshworks' AI, adds an email AI agent that writes back and forth with customers and resolves requests, and an AI Copilot that drafts replies, translates conversations in real time and ranks them by customer sentiment. Freshdesk connects to other business apps, and to AI tools through MCP.
Freshdesk is a hosted service sold as a subscription per agent per month, with a 14-day free trial of the Enterprise plan. Extra AI agent sessions are bought separately.