Freshworks
One platform for IT, employee and customer service: Freshservice, Freshdesk, Freshchat and Freshcaller, with Freddy AI running through all of them.
- Partner since
- 2021
- Products covered
- 12
- Recognitions
- Authorized Reseller · Sales Consultant · Services Partner
- Delivered by
- Dataseti certified consultants
Freshworks runs two product families on one platform. Freshservice covers IT and employee service, from ITIL-aligned ITSM and IT operations through to asset management and the business teams that sit alongside IT. The customer service suite, Freshdesk, Freshdesk Omni, Freshchat and Freshcaller, handles support across email, chat, phone and messaging, while Freshsales and Freshmarketer do the same job for revenue teams.
Dataseti is a Platinum Freshworks partner. We scope and license the right modules, design the process layer, implement it around how your teams actually work, migrate you off legacy tools, and keep improving the platform with you, backed by our own Marketplace apps and our Do It Again For Free guarantee.
Freddy AI is the part clients ask about most, and the part that rewards good design. Copilot for agents, AI agents for self-service and Insights for reporting only perform well when the service catalog, knowledge and routing underneath them are solid. We build that foundation first, then switch AI on.
What we deliver on Freshworks
Freshservice
ITSM, IT operations and asset management unified on one ITIL-aligned platform.
Freshservice for Business Teams
HR, finance, legal and facilities running their own service delivery without a full ITSM rollout.
Freshservice for MSPs
A multi-tenant service desk shaped for managed service providers and their clients.
Freshdesk
Ticketing across email, web and social, with ready-to-use AI agents from day one.
Freshdesk Omni
The omnichannel Freshdesk: every channel, one team inbox and one customer history.
Freshchat
Conversational support and self-service across web, mobile and messaging apps.
Freshcaller
Cloud contact center for voice: queues, IVR and routing without on-premise telephony.
Freshsales
An AI-assisted sales CRM covering contacts, deals, pipelines and forecasting.
Freshsales Suite
Sales and marketing on one platform, so campaigns and pipeline share the same data.
Freshmarketer
Marketing CRM built for e-commerce teams, from segmentation through to conversion.
Freddy AI
The layer across every Freshworks product: Copilot for agents, AI agents for self-service, Insights for reporting.
Marketplace and MCP
Freshworks Marketplace apps plus MCP connections that let your own AI tools work with Freshservice and Freshdesk.
Capabilities
Whatever stage you are at with Freshworks, there is a route in.
- License scoping, editions and renewals
- New implementations and configuration
- Migrations from legacy service desks
- Service catalog, workflow and automation design
- IT asset management and CMDB
- Freddy AI rollout, knowledge and guardrails
- Marketplace apps, integrations and custom app development
- Agent and admin training
Freshservice is a cloud-based IT service management (ITSM) software that helps organizations manage their IT operations and support services. It provides tools for incident, problem, change and asset management, designed to streamline the IT service desk for both IT teams and end-users. With a user-friendly interface, customizable workflows and integrations with a variety of third-party tools, it is a popular choice for organizations of all sizes.
IT Service Management without the Fluff
AI from the Get-Go
Unlike other ITSM products, Freshservice built AI into its framework. It's not a bolt-on technology, whether you want to support end users or give agents predictive direction based on what's happening that day.
Streamlined IT support
A centralized platform for managing IT support requests, incidents and problems, making it easier to track and resolve issues in a timely manner.
Improved efficiency
Automation features and customizable workflows help IT teams work more efficiently and reduce manual effort.
Better collaboration
Shared comment threads, real-time updates, and integration with popular collaboration tools like Slack.
Increased visibility
Real-time reporting and analytics give IT teams a comprehensive view of their operations for data-driven decisions.
Enhanced user experience
A user-friendly interface and self-service portal give end-users a simple way to submit support requests and track their status.
Customization options
Highly customizable, so organizations can tailor it to their specific needs and workflows.
Scalability
A cloud-based solution that is easy to scale up or down as business requirements change.
Assets and operations in one view
ITAM, CMDB and IT operations sit on the same platform as the service desk: continuous discovery keeps records current, dependency mapping shows what is at risk, and on-call and alerting get major incidents moving before employees feel them.
Business teams on the same platform
HR, finance, legal and facilities can run their own request types and workflows without standing up a separate tool, which is what makes enterprise service management real rather than theoretical.
Freddy AI included
Copilot, AI agents and Insights are part of Freshservice rather than an add-on, so self-service, triage and reporting all improve as the platform learns from your tickets.
Freshservice pricing
Freshservice is licensed per agent, per month, and the gaps between the tiers are where the surprises live: SLA policies, change management and Freddy AI each start at a different plan. Here is the published line-up, so you can see where your requirements would land before you sign anything.
Starter
$19
per agent / month, billed annually
Solid foundations for rapid growth.
- Incident management
- Knowledge management
- Task management
- Support portal
Growth
$49
per agent / month, billed annually
Powerful capabilities and automations.
Everything in Starter, plus:
- Service catalog
- SLA management
- On-call management
- Cloud management
Pro
$99
per agent / month, billed annually
Unified IT service management with AI.
Everything in Growth, plus:
- Problem management
- Change management
- Major incident management
- Workload management
- Release management
- Employee journeys
Freddy AI Copilot add-on: $29 per agent / month
Enterprise
Freddy AI includedCustom
quoted per organisation
Advanced features and customizations, with Freddy AI included.
Everything in Pro, plus:
- Sandbox
- Audit logs
- Freddy AI Agent (Classic)
- Freddy AI Insights
Freddy AI Copilot add-on: $29 per agent / month
List prices published by Freshworks for annual billing, per agent, per month, and subject to change. Monthly billing, additional AI add-ons and volume terms are agreed at quote time, and we will price your requirements against your real agent count rather than the tier above it.
Freshworks pricing page
Freshdesk is a cloud-based customer support software that provides companies with tools to manage customer interactions through channels such as email, phone, website, and social media. It integrates all customer support interactions into a centralized platform, making it easier to track inquiries, reduce response time, and improve customer satisfaction. Features include ticketing, automation, self-service, and reporting and analytics.
Better CX Means Happier Customers
Centralized platform
Manage all customer interactions in one place so inquiries are handled in a timely and efficient manner.
Increased efficiency
Automation, self-service, and reporting and analytics help companies reduce response time and improve efficiency.
Improved customer satisfaction
Better support leads to improved satisfaction and loyalty, with tools for tracking customer feedback and acting on it.
Flexibility
Cloud-based and accessible from anywhere with an internet connection, so support can be provided from multiple locations.
Integrations
Integrates with CRM software, project management tools, and social media platforms to streamline processes.
Customization
A flexible platform that can be customized to the specific needs of a company and its customers, for businesses of all sizes and types.
Omnichannel when you need it
Freshdesk covers email, web and social ticketing; Freshdesk Omni adds the conversational channels and gives every agent the same customer history.
AI that works from day one
Ready-made AI agents handle routine email and chat, Copilot prioritises work and drafts replies for agents, and Insights shows managers what is driving performance and why.
Freshdesk Omni pricing
Freshdesk Omni is licensed per agent, per month, and each tier widens the AI and analytics you get before an add-on is needed. Here is the published line-up, so you can see where your requirements would land before you sign anything.
Growth
$29
per agent / month, billed annually
AI-powered customer service across every channel.
- Freddy AI Agent
- Omnichannel support
- Customer portal & knowledge base
- Reporting & dashboards
- Threads and tasks
- Roles & permissions
Add-ons: additional AI Agent sessions $49 / 100, day passes from $5
Pro
Most popular$79
per agent / month, billed annually
Scale AI-powered service across your business.
Everything in Growth, plus:
- Multilingual helpdesk
- Advanced analytics
- Intelligent routing
- External collaborators
- Team availability dashboard
Freddy AI Copilot add-on: $29 per agent / month
Enterprise
$119
per agent / month, billed annually
Enterprise-grade, AI-powered customer service.
Everything in Pro, plus:
- Freddy AI Insights
- Skill-based routing
- Custom objects
- Sandbox
- Audit logs
Freddy AI Copilot add-on: $29 per agent / month
List prices published by Freshworks for annual billing, per agent, per month, and subject to change. Monthly billing, AI session packs, connector tasks and volume terms are agreed at quote time, and we will price your requirements against your real agent count rather than the tier above it.
Freshdesk Omni pricing page
Freshchat is a modern customer messaging platform that helps businesses connect with their customers in real-time. It handles customer inquiries, support tickets, and sales leads in one place, integrates with tools like Slack, Zendesk, and Shopify, and uses AI-powered chatbots to handle routine requests so human agents can focus on more complex issues.
Real AI Chat with Real Results
Improved customer experience
Real-time messaging connects businesses with customers in a fast, convenient and personalized way.
Increased efficiency
AI-powered chatbots handle routine inquiries, freeing agents for more complex issues.
Robust reporting and analytics
Track the effectiveness of your support efforts and make data-driven improvements.
Seamless integration
Works with Slack, Zendesk, and Shopify, making it easy to fit messaging into existing workflows.
Customization
Tailor the platform to your needs and branding for a unique, consistent customer experience.
Mobile app
Agents stay connected and respond to customers on the go.
Collaboration
An intuitive interface makes it easy to collaborate with team members and manage conversations.
Scalability
Designed to scale with businesses as they grow and their needs evolve.
Self-service that deflects
Guided flows, knowledge and AI bots answer the common questions inside the conversation, so agents keep the conversations that genuinely need a person.
Freddy AI in the conversation
Freddy AI Agent handles routine intent and hands off to a human agent with the full context when the conversation calls for one.
Everything we have published about Freshworks.
Freshservice, Freshdesk and Freddy AI, from implementation lessons through to product changes: what we recommend, what we have learned from our own rollouts, and what we would tune first.
Everything is written by the consultants doing the work, not by a marketing team.
Talk to a Freshworks consultant
Bring your current setup, your pain points and your wish list. We will tell you what we would change and in what order.