Freshdesk

Name: Freshdesk
Availability: InStock

Freddy AI for ticket deflection and agent assist

freemium· from $0/mo· free tier· 14-day free trial· for any stage· verified 5 days ago

Freddy AI layers ticket deflection and agent copilot onto Freshdesk's broad channel coverage — a balanced pick when omnichannel support matters more than Shopify-native depth.

> pick this if

Pick this if you're a mid-market or enterprise ecommerce operator who needs true omnichannel coverage (voice, social, chat, email) with AI deflection baked in, and you're comfortable wiring Shopify or BigCommerce through the Freshworks Marketplace rather than expecting native commerce depth.

> look elsewhere if

Look elsewhere if you're a Shopify-first brand that wants pre-built order actions, returns flows, and subscription context inside the agent console out of the box — Gorgias and Kustomer will get you there faster.

> Freshdesk is used by

McLaren Formula 1 Team
Carrefour
Databricks
AG Barr
Alterra Mountain Company
Amerisure
Aramex
Asian Paints
Avanse
Bahamas Government
Bensons for Beds

> Freshdesk is built for

platform-agnostic

> what it does for ecommerce

Freddy AI handles deflection, assist, and insights
Omnichannel ticketing across email, chat, phone, social
Free tier supports up to 10 agents
Ecommerce connectors via Freshworks Marketplace
Field service and customer success modules available

> how you'd use it

DTC apparel brand, $15M GMV, 12-agent support team
Consolidating email, Instagram DMs, WhatsApp, and phone tickets into one queue with Freddy AI deflecting order-status and return-policy questions before they reach agents
→ 30–40% deflection on Tier-1 tickets and a single SLA view across channels without standing up a separate chatbot vendor
Multi-brand retailer, $60M GMV, 40+ agents across two regions
Running Freshdesk alongside Shopify Plus and a 3PL, using Freddy Copilot to summarize threads and suggest replies while routing by language and channel
→ Reduced average handle time by ~20% and eliminated a separate voice vendor by consolidating on Freshdesk's omnichannel stack
Bootstrapped DTC brand, <$1M GMV, 2–3 part-time agents
Starting on the free tier to move off shared Gmail, connecting Shopify via the Freshworks Marketplace for order lookup inside tickets
→ Structured ticketing and basic automations at zero software cost until volume justifies a paid plan

> Freshdesk use cases

> Freshdesk pricing

verified 5 days ago

Free$0/mo
Website live chat, email, and a unified agent workspace for secure, streamlined, and efficient customer service
- Website live chat
- Email
- Unified agent workspace
For up to 10 agents
Growth$19/mo
Everything in Free plus WhatsApp, Facebook Messenger and more, with real-time dashboards
- Real-time dashboards
- WhatsApp integration
- Facebook Messenger integration
Pro$49/mo
Everything in Growth plus custom dashboards, effective routing mechanisms and multiple SLA policies
- Custom dashboards
- Effective routing mechanisms
- Multiple SLA policies
Most Popular
Enterprise$79/mo
Everything in Pro plus skills-based assignments, additional security features and more
- Skills-based assignments
- Additional security features