AI app
Freshdesk
AI-assisted customer service helpdesk with email and omnichannel ticketing, knowledge base, routing and agent copilot features.
Listing data refreshed Built from public product pages and documentation. SourcesClaim this listing
Not listed in the AI apps directory
Ecommerce is incidental to what it does.
ecommerceguide summary
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.
What Freshdesk does
ecommerceguide editorial- Freddy AI handles deflection, assist, and insights
- Omnichannel ticketing across email, chat, phone, social
- Paid plans start at $19 per agent monthly
- Field service and customer success modules available
How ecommerce teams could use it
ecommerceguide editorialIllustrative scenarios written by ecommerceguide from the product's documented capabilities. They are not customer case studies.
DTC apparel brand with a 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
Intended outcome30 to 40% deflection on Tier-1 tickets and a single SLA view across channels without standing up a separate chatbot vendor
Multi-brand retailer with 40+ agents across two regions
Running Freshdesk alongside a 3PL, using Freddy Copilot to summarise threads and suggest replies while routing by language and channel
Intended outcomeReduced average handle time by around 20% and eliminated a separate voice vendor by consolidating on Freshdesk's omnichannel stack
Who it suits
ecommerceguide editorialBest for
You're a mid-market or enterprise ecommerce operator who needs omnichannel coverage (voice, social, chat, email) with AI deflection included, and you do not need native commerce depth in the agent console.
Probably not for
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.
- Business size
- Any stage, 2 to 200+ agentsPer-agent plans start at $19 per agent per month billed annually with a free trial, while omnichannel routing and Freddy Copilot suit larger support organisations.
Freshdesk pricing
From the vendorAs published by the vendor. Checked . Confirm current prices on the vendor's site.
- Model
- Freemium
- Try before buying
- Free tier, 14-day free trial
| Plan | Monthly | What is included |
|---|---|---|
| Free | $0 | Website live chat, email, and a unified agent workspace for secure, streamlined, and efficient customer serviceFor up to 10 agents |
| Growth | $19 | Everything in Free plus WhatsApp, Facebook Messenger and more, with real-time dashboards |
| Pro | $49 | Everything in Growth plus custom dashboards, effective routing mechanisms and multiple SLA policiesMost Popular |
| Enterprise | $79 | Everything in Pro plus skills-based assignments, additional security features and more |
Often used alongside
ecommerceguide editorialNoodle SeedTurn your website into chat-powered sales and bookings.Why togetherHandles pre-sales conversational capture; Freshdesk takes over post-purchase ticketing.
- SAStripe ACPE-commerce management for orders, products, inventory, and shipping via the VTEX API.Why togetherAgentic payment actions complement Freddy's deflection for refund and billing tickets.
What the vendor and reviewers say
From the vendorCustomers named by Freshdesk
- McLaren Formula 1 Team
- Carrefour
- Databricks
- AG Barr
- Alterra Mountain Company
- Amerisure
- Aramex
- Asian Paints
- Avanse
- Bahamas Government
- Bensons for Beds
Named on the vendor's own site (source (opens in a new tab)). Not confirmed with the customers.
Categories and use cases
Alternatives to Freshdesk
Listings that share this one's category, platforms or use cases. Ordered by how many relationships they share, not by quality or payment.
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Sources
ecommerceguide profiles are built from public product information and written for ecommerce teams. We do not test products, and paying never changes where a listing ranks.
- Product websitefreshdesk.com (opens in a new tab)
- Pricing pagefreshworks.com (opens in a new tab)
- Customer listfreshdesk.com (opens in a new tab)
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