Freshworks / freshworks.com
AI-powered customer service and CRM platform (Freshdesk, Freshsales, Freshservice) with Freddy AI providing ticket automation, chatbot, sales assistance, and ITSM intelligence.
Pricing
$15/mo
Free plan
Yes
Category
Developer Tools
Platforms
3
Free plan
Yes
API access
Yes
Open source
No
Platforms
3
Freshworks provides a suite of customer service, IT service management, and CRM products — Freshdesk (customer support), Freshservice (ITSM), Freshsales (CRM), and Freshchat (messaging) — all integrated with Freddy AI, the company's unified AI layer.
Freddy AI Self Service powers chatbots and virtual agents across Freshdesk and Freshchat — automatically resolving common customer inquiries without human agent involvement. The no-code chatbot builder enables support teams to create AI self-service flows without developer involvement.
Freddy Copilot is the AI assistant for human agents — generating draft responses from previous tickets and knowledge, summarising long conversation threads, suggesting next actions, and providing AI coaching for agent skill improvement. For support teams handling high ticket volumes, Copilot reduces agent effort per resolution.
Freddy Insights provides AI analytics across the Freshworks platform — identifying ticket volume trends, agent performance patterns, customer sentiment shifts, and CSAT prediction. Proactive insights surface operational issues before they affect KPIs.
Freshsales Freddy AI applies ML to CRM — contact scoring, deal prediction, activity intelligence, and sales sequence automation for sales teams using Freshsales as their CRM.
With accessible pricing starting at $15/agent/month and a free plan, Freshworks serves SMB and mid-market companies where Salesforce or ServiceNow costs are prohibitive.
Freshworks AI runs as conversational ai agent software built around text workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android, with API access for teams that want to embed it into their own products.
The capabilities that matter most for teams evaluating Freshworks AI.
AI chatbot and virtual agent resolving common customer inquiries without human agents — reducing ticket volume through AI self-service across web, app, and messaging channels.
AI agent assistance drafting responses, summarising threads, and suggesting next actions — reducing per-ticket effort for human agents handling high support volumes.
AI analytics identifying volume trends, CSAT prediction, and operational patterns — surfacing service intelligence before issues escalate to KPI impacts.
Free plan (basic). Growth $15/agent/month. Pro $49/agent/month. Enterprise $79/agent/month. Publicly traded (FRSH).
Model
Freemium
Starting price
$15/mo
Free trial
No
Zendesk (covered) is the most widely deployed customer service platform. Intercom (covered) provides product-focused customer messaging. ServiceNow (rank 651) provides enterprise ITSM. HubSpot Service Hub (covered) provides CRM-integrated support.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
OpenAI, Freshworks
Platforms
Web, iOS, Android
Deployment
SaaS
Integrations
Slack, Jira, Shopify, Stripe, HubSpot, API
Team Collaboration
Yes
Launch Year
2022
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. HIPAA eligible. Enterprise data handling agreements.
Customer, ticket, and service data processed on Freshworks' cloud infrastructure. Review Freddy AI data handling for AI-processed conversation content.
Editorial Verdict
Freshworks Freddy AI is the best accessible AI customer service and CRM platform for SMB and mid-market companies wanting chatbot, agent assistance, and ITSM AI without enterprise pricing.
Last verified July 24, 2026.
Free plan (basic). Growth $15/agent/month. Pro $49/agent/month. Enterprise $79/agent/month. Publicly traded (FRSH).
Free plan (50 live chat conversations/month, basic chatbot). Starter $29/month. Growth $59/month. Tidio+ $749/month with AI agent features.
SOC 2 Type II. ISO 27001. GDPR compliant. HIPAA eligible. Enterprise data handling agreements.
Review Tidio data handling policy. Customer conversation data processed per Tidio privacy policy. GDPR compliant.
Customer, ticket, and service data processed on Freshworks' cloud infrastructure. Review Freddy AI data handling for AI-processed conversation content.
Review Tidio privacy policy. Customer conversation data stored per Tidio data retention terms.
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