ORCA, an AI operations platform that turns files and voice notes into structured analysis and plans.
Freshworks
Customer service, IT service and CRM software with Freddy AI agents, copilot and insights across its product suite.
What is Freshworks?
Freshworks is a software company whose products cover customer service, IT service management and sales and marketing CRM. Its customer service line includes Freshdesk, Freshdesk Omni, Freshchat and Freshcaller, IT service has Freshservice, and CRM has Freshsales and Freshmarketer. Generative AI runs through its Freddy features. Freddy AI Agent answers customers over email, with the first 500 sessions included on Freshdesk plans. Freddy AI Copilot helps agents with sentiment analysis, reply drafting, live translation, summaries and resolution suggestions, and Freddy AI Insights adds analytics and root cause analysis. Pricing differs by product and is shown per agent or per user. For example, Freshdesk Growth is $19 per agent per month billed annually, and Freshsales has a free plan for up to 3 users.
Use cases
- Resolve customer tickets with AI agents
- Manage a helpdesk and shared inbox
- Run an IT service desk
- Track sales pipelines in a CRM
- Translate support conversations live
- Automate marketing campaigns
Who it's for
Why use Freshworks
- Choose separate products for support, IT or sales without leaving one vendor.
- AI agent sessions are included to start, so you can test automated resolutions.
- Freshsales offers a free plan for up to 3 users to try the CRM.
- Annual billing is discounted by 20% on Freshdesk plans.
- Copilot and Insights add AI help for agents and managers on higher plans.
Freshworks features
- Freddy AI Agent for automated email resolutions
- Freddy AI Copilot with reply drafting and summaries
- Live translation in 60+ languages
- Freddy AI Insights with root cause analysis
- Omnichannel ticketing, customer portal and knowledge base
- Intelligent and skill-based routing
- Contact, account and pipeline management in the CRM
- AI chatbot and website integration in Freshsales
- Analytics, dashboards and benchmark insights
- Add-ons including AI agent sessions and MCP actions
How to get started with Freshworks
- Pick the product that matches your team: customer service, IT service or CRM.
- Select a plan on that product's pricing page and start the free trial.
- Connect your channels, knowledge base and team members.
- Turn on Freddy AI Agent, Copilot or Insights where your plan includes them.
- Add paid add-ons such as extra AI agent sessions or day passes as volume grows.
Freshworks limitations
- Pricing, plan names and features differ by product
- Freddy AI Copilot is a paid add-on at $29 per agent per month on Freshdesk Pro and Enterprise
- Freddy AI Agent sessions beyond the first 500 cost $49 per 100 sessions
Freshworks pricing
Yes, Freshworks has a free plan.
Prices can change and may vary by country or exclude tax. Check the official pricing page.
Freshworks alternatives
The main Freshworks alternatives listed on Debuly are Applied Labs, ChatBot.com, Zenative, Base AI, Conotion and Moveworks. The table compares pricing and platforms; order is A–Z.
| Tool | Pricing | Starting price | Platforms |
|---|---|---|---|
| Freshworks | Freemium | — | — |
| Applied Labs | Free trial | $20/mo | — |
| Base AI | Contact sales | — | Web |
| ChatBot.com | Free trial | $19/mo | Web |
| Conotion | Pricing unknown | — | Web |
| Moveworks | Contact sales | — | Web, Mobile |
| Zenative | Free trial | — | Web |
Applied Labs
Help desk, CRM and AI support agents in one platform, priced by AI resolution with unlimited teammate seats.
Free trialVisit Applied Labs (official site)
Base AI
AI customer growth platform that builds onboarding hubs, QBR documents and AI teammates for post-sale programs
Contact salesVisit Base AI (official site)
ChatBot.com
AI chatbot and live chat software that resolves support questions, captures leads and sells on websites and messaging channels.
Free trialVisit ChatBot.com (official site)Conotion
Multi-agent platform where a Director agent recruits specialist AI agents on a visual canvas and connects them to your tools.
Moveworks
Enterprise AI assistant platform that answers employee questions and completes tasks across IT, HR, finance and other teams.
Contact salesVisit Moveworks (official site)
Zenative
AI agent platform for enterprises that automates customer conversations, knowledge answers and lead qualification.
Free trialVisit Zenative (official site)
Freshworks FAQ
How much does Freshworks cost?
It depends on the product. Freshdesk is $19, $55 and $89 per agent per month billed annually for Growth, Pro and Enterprise. Freshdesk Omni is $29, $79 and $119.
Is there a free plan?
Freshsales has a Free plan at $0 for up to 3 users. Freshdesk and Freshdesk Omni offer a free trial on their paid plans.
What does Freshsales cost?
Freshsales lists Free for up to 3 users, Growth at $9 per user per month, Pro at $39 and Enterprise at $59, all billed annually for the paid tiers.
What is Freddy AI?
Freddy is the Freshworks AI layer. It includes AI Agent, Copilot for agents, and Insights for analytics. Some features are add-ons priced per agent or per session.
Does Freshworks support MCP?
Freshdesk plans list MCP actions as an add-on at $15 per 1000 actions.
What are alternatives to Freshworks?
Alternatives include Zendesk, Intercom, HubSpot, Salesforce, Zoho and ServiceNow, depending on whether you need support, IT or CRM. On Debuly, compare Applied Labs, ChatBot.com and Zenative.
Sources & verification
Facts on this page come from the official sources below, each with the date we read it. Written by Debuly; the vendor did not review this page.
| Source | Type | Accessed |
|---|---|---|
| freshworks.com/ | official | |
| freshworks.com/pricing/ | pricing | |
| freshworks.com/freshdesk/omni/pricing/ | pricing | |
| freshworks.com/freshdesk/pricing/ | pricing | |
| freshworks.com/crm/pricing-compare/ | pricing |
Image credits
- Logo: from freshworks.com · fetched · Vendor trademark, used only to identify the product; removed on request
- Cover: none collected yet, so a generated tile is shown.
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