Freshworks

Freshworks is a software company that sells AI-powered service software. Its flagship products are Freshservice for IT and employee service and Freshdesk for customer service, and it also sells chat, phone, sales CRM and marketing tools. Each product is bought separately, from $9 per user per month for Freshsales and $19 per agent per month for Freshdesk and Freshservice.

Who is Freshworks for?

Freshworks says it serves more than 74,000 businesses in over 120 countries. Its products suit small and mid-size companies, and increasingly larger ones, that want enterprise features without a long implementation. A typical buyer is a support team choosing a help desk, an IT team choosing a service desk, or a sales team choosing a straightforward CRM.

Which products does Freshworks sell?

Freshdesk: customer service

Freshdesk is the help desk. It handles tickets from web, email and social in a shared inbox, with a customer portal, knowledge base, automations and reporting. Freshdesk Omni is the all-in-one omnichannel version.

Freshchat and Freshcaller: chat and phone

Freshchat adds conversational support and self-service across digital channels. Freshcaller is the cloud phone system for voice support.

Freshservice: IT and employee service

Freshservice is an IT service management tool for incidents, service requests, changes and IT assets. There are versions for business teams such as HR and finance, and for managed service providers. Freshworks now leads with this product on its home page.

Freshsales and Freshmarketer: CRM and marketing

Freshsales is a sales CRM with a deal pipeline, built-in email, chat and phone, and sales sequences on higher plans. Freshsales Suite combines sales and marketing. Freshmarketer is a marketing CRM that Freshworks now positions for ecommerce.

Freddy AI

Freddy AI runs across the products. Freddy AI Agent answers customer and employee questions, Freddy AI Copilot assists support and IT agents as an add-on, and Freddy AI Insights surfaces trends on Enterprise plans.

Freshteam, the HR tool on the old version of this page, is no longer among the products Freshworks lists.

How much does Freshworks cost?

Prices checked on 1 November 2026 on Freshworks' pricing pages, in US dollars, billed annually:

Monthly billing costs more; Freshworks advertises saving 20% with annual billing on Freshdesk and Freshsales. Freshdesk and Freshservice include a 14-day free trial, and Freshsales a 21-day trial. AI add-ons cost extra, such as Freddy AI Copilot at $29 per agent per month and extra AI Agent sessions at $49 per 100.

What do users say about Freshworks?

There is no single G2 listing for Freshworks, so the best guide is its biggest customer-facing product. Freshdesk is rated 4.4 out of 5 on G2 from more than 3,900 reviews at the time of checking. G2's summary says users most often praise ease of use, quick ticket management with little training, and automation.

The most common complaints on G2 are missing features compared with competitors, especially customisation and omnichannel options, ticketing issues such as duplicates and delays at high volume, and limits on advanced features for smaller teams.

When should you choose an alternative?

• You want one platform for marketing, sales and service. Compare HubSpot.
• You want an AI agent to answer a large share of customer questions. See Intercom.

Browse more customer support tools.