Freshworks

Freshworks is a suite of customer and employee service software sold as separate products on a shared platform. Freshdesk handles customer support tickets, Freshdesk Omni adds chat and voice to that helpdesk, Freshchat covers conversational messaging, Freshservice is the IT service management product, and Freshsales is the CRM. Freddy AI is the AI layer that runs across all of them in three forms: Freddy AI Agent, which resolves customer and employee requests on its own; Freddy AI Copilot, which drafts replies, suggests responses, adjusts tone and coaches agents; and Freddy AI Insights, which raises proactive alerts with root cause analysis across every channel. The suite is aimed at support, IT and sales teams that want hosted products with a short setup rather than a platform to configure. Capabilities that matter include an AI Agent Studio for building, testing, deploying and monitoring agents, an email AI agent that carries a full reply thread to resolution, skill based routing and multiple SLA policies, knowledge base approval workflows, SAML single sign on, audit logs, and enterprise search across service data and sources such as SharePoint, Confluence and Google Drive. MCP actions let external agents act on the products and are priced by usage. Pricing is published per product in US dollars, billed annually. Freshdesk is Growth at $19, Pro at $55 and Enterprise at $89 per agent per month. Freshservice is Starter at $19, Growth at $49 and Pro at $99 per agent per month, with Enterprise on request and 1,200 Freddy AI Agent sessions a year included per Enterprise license. Freshchat is Free for up to 10 agents, then Growth at $19, Pro at $49 and Enterprise at $79 per agent per month. Freddy AI Copilot is an add on at $29 per agent per month, and Freddy AI Agent includes the first 500 sessions with additional sessions at $49 per 100.