DeskDay AI is coming soon. Get early access to the next generation of MSP intelligence. Join Waitlist
Trusted by user-focused MSPs
Freshdesk is a solid shared inbox and ticketing tool. It works well for IT teams that need basic ticketing and a knowledge base. If you're managing multiple clients as an MSP, Freshdesk quickly becomes a partial solution you need to supplement with other tools. DeskDay is the complete platform, at $59/tech.
Consumer and SMB helpdesk with omnichannel ticketing: email, chat, social, phone in one inbox. Accessible entry point for IT teams with a free plan; not designed for MSP operations
Modern, chat-first, AI-native PSA built for MSPs and IT teams with billing, contracts, time tracking, and AI in one platform
Small IT teams and businesses that need a shared email inbox with basic ticketing and automation at a low starting price
MSPs and IT teams that need a complete service desk platform with AI, billing, contracts, and multi-channel customer support
Free plan available immediately; paid plans with guided setup; well-documented and easy to start
Same day to a few days with guided onboarding
Simple and intuitive at entry tiers; more complex at Pro/Enterprise with custom objects and advanced routing
Clean, modern, speed-focused UI built for fast tech adoption
Freshdesk Pro $55 + Freddy AI Copilot $29 = $84/agent for AI-enabled support
Full AI-native MSP PSA at $59/tech; 30% lower than Freshdesk Pro + Freddy AI ($84/agent)
Standard Annually
Standard Monthly
Enterprise
General-purpose helpdesk for IT teams and customer support; handles inbound tickets from email, chat, phone, and social media. No native MSP billing, contracts, or multi-tenant client management
Full PSA, built for MSPs and IT teams managing client environments, with service desk, billing, contracts, and time tracking in one platform
Strong omnichannel inbox; email, live chat, phone, social (WhatsApp, Facebook), and portal in a unified team inbox; automated ticket routing, SLA enforcement, canned responses, and escalations
Chat-first service desk built for speed and adoption with SLA management, automated routing, and multi-channel ticket creation
No native multi-tenant management. Freshdesk manages contacts and companies in a flat structure; MSPs serving multiple clients need significant customization or workarounds
Built for multi-client MSP environments; each client managed with individual SLAs, billing, and reporting
Not available. Freshdesk is a helpdesk, not a PSA; billing and contracts require integration with separate financial tools
Full billing and contracts module with QuickBooks and Xero integration
Basic time tracking for tickets: time logged manually; not designed to tie time entries to contracts or automated invoicing
Advanced SLA tracking with automated time capture. Time entries tie directly to contracts and invoices
Not included. Freshdesk is a support helpdesk; project work requires a separate tool or Freshdesk's sister product Freshservice
Built-in project management, easy to use
Freddy AI Copilot is a separate add-on ($29/agent/month) on all paid plans. Provides reply suggestions, ticket summarization, rephrasing, and sentiment detection; customer-facing AI agents billed per session separately
Helena AI built-in from day one at every plan; no add-on, no tier upgrade required
Available via Freddy AI Copilot add-on ($29/agent/month). AI suggests replies and rephrases responses within tickets
AI-powered drafting of ticket replies; included from base price
Freddy AI can classify and route tickets intelligently with the Copilot add-on; basic automation rules available without AI on Growth+
AI agent handles triage & dispatch natively. Available as add-on
Available via Freddy AI Copilot add-on. Agent sentiment detection on Pro and Enterprise with Copilot enabled
Available & included
Freddy AI Copilot surfaces relevant KB articles and past similar tickets in the agent interface
Helena surfaces past resolutions and KB articles in context
Trigger-based rule engine for ticket routing, escalation, and auto-assignment; scenario automations for batch actions; Observer for event-triggered workflows; no visual canvas builder
Visual, no-code canvas workflow builder; included at every plan
Email, live chat, phone (Freshcaller integration), social media (WhatsApp Business, Facebook, Twitter), web widget; all routing to a unified team inbox
Email, web, Microsoft Teams, mobile & desktop apps; all included
No native Teams integration for customers to raise or track support tickets directly within Teams
Custom-branded Teams app for customers
No dedicated branded mobile app for MSPs to deploy to their end-users or clients
Branded iOS & Android apps for end-users
Freshdesk mobile app for agents on iOS and Android with ticket management and updates on the go
Branded iOS & Android apps for techs
Not available
Branded Windows & Mac apps for end-users
No dedicated announcement broadcast feature for agents or customers
Native announcements for techs and customers
No built-in QA module or ticket scoring; requires third-party integration or Freshdesk's separate quality management tools
Built-in QA scoring across tickets, projects, and timesheets included
Branded help center with knowledge base, solution articles, and community forums (Pro+); multilingual support available
Fully branded, ready-to-use portal
SSO via SAML 2.0 and social logins available on all paid plans
Native SSO for techs and customers (OIDC / SAML 2.0 / JIT)
Built-in reports for ticket volume, SLA compliance, CSAT, and agent performance; custom dashboards on Pro+; Freddy Insights on higher tiers for AI-generated analysis
Real-time dashboards, QA scoring, SLA insights included
1,000+ apps in the Freshdesk Marketplace: CRM, billing, productivity, communication; Freshworks ecosystem integrations (Freshsales, Freshservice, Freshchat)
NinjaOne, Level, N-able N-central, QuickBooks, Xero, Hudu, and more; MSP-stack focused
Free plan available immediately; Growth and above with 21-day free trial; easy to get started; more complex automation and routing takes longer to configure
Guided, self-serve, same-day/week possible
Annual and monthly billing available; annual offers ~15-20% discount; Freddy AI Copilot billed separately; no lock-in on monthly plans
Month-to-month available; 14-day free trial
Continuous updates; Freddy AI Copilot improving with new summarization and resolution features in 2025–2026
Continuous, feedback-driven updates
