Freshdesk Analytics | AI Agent | Alternates | Alternates - AI Agent Discovery Platform

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Freshdesk Analytics

Name: Freshdesk Analytics
Price: Contact for Pricing USD
Author: Freshworks Inc.

Backed By Freshworks Inc.

Use this AI to analyze Freshdesk data and visualize support metrics for managers.

Data & Analytics

Overview

Freshdesk Analytics provides real-time insights into ticket trends, agent productivity, SLA tracking, and workflow efficiency with customizable dashboards.

Use Cases

Track ticket inflow and resolution

Identify trends and bottlenecks

Monitor productivity

SLA and response time tracking

Custom dashboards

Automate reporting

Top Integrations

🌐

API

Product Info

Deployment Method

API-basedSaaS

Model Type

Closed Source

Support

Pricing

Free

Integrated ticketing (Email, Phone, Chat, Social)

Growth (Omnichannel)

$29/month

Everything in Free +

Pro (Omnichannel)

$59/month

Everything in Growth +

Alternates Research On The Product

Top Features

⚡

Unified Ticketing System

🚀

Omnichannel Support (Email, Phone, Chat, Social)

💻

Freddy AI Copilot (Agent Assist)

🤖

Knowledge Base/Self-Service Portal

🔄

Automation and Workflow Management (e.g., ticket assignment)

Strengths

Ease of use and intuitive interface for agents and customers.
Effective consolidation of multiple support channels into one feed (Omnichannel).
Strong core ticketing and organization system (e.g., ticket assignment, SLA, collision detection).
Helpful automation features for routing and repetitive tasks.
Scalability for growing small to mid-sized teams.

Weaknesses

Historical security vulnerabilities reported with SSO implementation.
Occasional system lag and bugs under high load.
Mobile app stability issues.
Slow, non-responsive, or unhelpful official customer support for technical/billing issues.
Unexpected costs from Freddy AI session-based billing.

Reviews From The Web

Real user experiences from across different platforms

I've been using Freshdesk for a while now, and overall, it's been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort.

Verified User

2025-10-23

Recommendations

Small-to-midsize businesses moving from a shared inbox to their first structured helpdesk

nbox to their first structured helpdesk.

Teams prioritizing an easy-to-use, intuitive, and all-in-one ticketing interface

all-in-one ticketing interface.

Companies that require deep, complex customization or highly advanced asset management features

or highly advanced asset management features.

Businesses with extremely high ticket volumes where system performance lag is a critical issue

e system performance lag is a critical issue.

Final Verdict

Providing an easy-to-use, feature-rich, and scalable omnichannel helpdesk solution with smart AI and automation tools to help small to mid-sized businesses deliver fast, consistent, and exceptional customer support.

Best For

•Small-to-midsize businesses moving from a shared inbox to their first structured helpdesk.
•Teams prioritizing an easy-to-use, intuitive, and all-in-one ticketing interface.
•Companies with an established budget for agent seats but light initial needs for advanced AI or deep custom reporting.

Watch Out For

•Unclear billing/cancellation practices and surprise charges.
•Consistently poor customer support experience.
•Inability to get deep, custom business intelligence from the reporting module in lower-tier plans.
•Historical security vulnerabilities reported with SSO implementation.

Advanced features (like custom reporting) are locked behind expensive, higher-tier plans. Customization options for reports and the overall platform can be limited compared to competitors. Occasional system performance issues/slowdowns reported during high ticket volumes. Customer support from Freshworks is sometimes criticized for being slow or unhelpful. Hidden costs/confusing pricing structure, especially for AI features (Freddy AI Agent/Copilot) which are billed per session or as an extra per-agent fee. Lack of asset management capabilities in Freshdesk (available in Freshservice). Mobile app functionality/stability issues reported.

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