I tested the 7 best Freshdesk AI competitors to find the top platform in 2025

Freshdesk has been a staple in the customer support world for a long time. When they introduced Freddy AI, it was supposed to automate away all the tedious parts of the job. But if you’re reading this, you probably know it’s not always a perfect fit.

I’ve talked to a lot of teams who feel a bit stuck. They’re wrestling with Freshdesk AI's complexity, getting sticker shock when the final bill arrives, and feeling boxed into an ecosystem that doesn’t quite click with their workflow. If that sounds familiar, you’re in the right place.

This isn't just another roundup post. I’ve spent real time digging into the best Freshdesk AI competitors out there. We're going to look at the good, the bad, and the pricey to help you find an AI platform that actually works for you, not against you.

What is Freshdesk AI (and why are people looking for competitors)?

Freshdesk AI, which you might know as Freddy AI, is Freshworks' own artificial intelligence engine. It’s built right into the Freshdesk platform to help automate common support tasks. On paper, it does what you'd expect: summarizes long ticket chains, suggests replies for agents, and runs chatbots to handle simple questions.

It's a solid tool, but it has its quirks. These are the main reasons I see teams start looking for Freshdesk AI competitors:

• You're locked into their world: To get the most out of Freddy AI, you pretty much have to go all-in on the Freshworks suite. Need better chat AI? You'll need Freshchat. Want voice automation? That's another add-on. It’s fine if you’re already bought in, but it's a huge hurdle if you just want to add good AI to your existing setup.

• The setup is a project: Getting the AI to do exactly what you want isn't always a walk in the park. Fine-tuning the workflows and rules can be a heavy lift, often needing someone with a technical background to get it right.

• The costs add up: The price you see upfront isn't always the price you pay. Key AI features are often bundled in higher-tier plans or sold as separate add-ons, which can make your final bill much higher than you planned for.

What I looked for in the best Freshdesk AI competitors

To give you a fair comparison, I looked past the shiny feature lists. I focused on what really matters when you're trying to get an AI support agent running. Here’s the checklist I used for each platform:

1. How easy is it to get started? I wanted to know how quickly you could go from signing up to having a working AI. I gave bonus points to platforms you could set up yourself, without a month of sales calls and mandatory demos.

2. How smart is the AI? How much control do you actually get? I looked for tools that let you define exactly what the AI should handle, what it can do (like tagging a ticket or looking up an order), and when it needs to pass the conversation to a human.

3. Does it learn from everything? A smart AI needs good data. I preferred platforms that can learn from all your knowledge, whether it's in Confluence, internal Google Docs, or, most importantly, your past ticket history, not just a static help center.

4. Can you test it safely? How do you know the AI won't run wild on day one? I looked for platforms with a solid simulation mode that lets you test the AI on your real historical data before it ever talks to a live customer.

5. Is the pricing clear? Is it straightforward and predictable? I leaned towards platforms with clear, scalable plans that don't surprise you with per-resolution fees after a busy month.

A quick comparison of the top Freshdesk AI competitors

Tool	Best For	Starting Price	Key AI Feature	Why it stands out
eesel AI	Adding powerful, easy-to-use AI to your existing help desk.	$239/mo (annual)	AI Agent that learns from all your scattered knowledge.	Go live in minutes without changing your tools.
Zendesk	Large companies needing a powerful, all-in-one platform.	$55/agent/mo (annual)	Advanced AI Agent & Workflows	A huge ecosystem that can handle massive volume.
Intercom	Proactive, real-time chat and customer engagement.	$29/seat/mo + usage fees	Fin AI Agent	The go-to tool for in-app messaging.
Kustomer	Teams who want a full customer timeline, not just tickets.	$89/user/mo (annual)	Kustomer IQ Automation	Puts all customer data into a single story.
HubSpot Service Hub	Teams already using the HubSpot CRM.	$90/seat/mo (annual)	Breeze Customer Agent	Connects seamlessly with your HubSpot data.
Zoho Desk	SMBs looking for a feature-packed help desk on a budget.	$14/user/mo (annual)	Zia, AI assistant	A ton of features for a very low price.
Gorgias	E-commerce brands on Shopify, Magento, or BigCommerce.	$10/mo (50 tickets)	AI Agent for E-commerce	Deep automation for managing orders.

The 7 best Freshdesk AI competitors in 2025

1. eesel AI

• Best for: Teams who like their current help desk but want to add powerful, customizable AI without the headache of a big migration.

• Overview: eesel AI isn't another help desk you have to migrate to. It’s an intelligent layer that plugs right into the tools you already use, like Freshdesk, Zendesk, or Intercom. The best part is that you can get it working in minutes, not months. You just connect your knowledge sources (help center, past tickets, internal wikis, anything) and you can immediately start automating frontline support, drafting agent replies, and sorting tickets.

• Why it’s a top competitor: Its biggest advantage is the super-simple setup and an amazing simulation mode. Before the AI ever talks to a real customer, you can test it on thousands of your past tickets. This shows you exactly how it will perform and what its resolution rate will be, so you can go live without any guesswork. That risk-free approach, combined with predictable pricing (no surprise resolution fees), puts you in complete control.

• Pricing:

  • Team: $239/month (billed annually) for up to 3 bots and 1,000 AI interactions/month.

  • Business: $639/month (billed annually) for unlimited bots, 3,000 interactions/month, and unlocks training on past tickets and AI Actions.

  • Custom: Custom plans for bigger needs and unlimited interactions.

• Pros & Cons:

  • Pros:

    • Go live in minutes with a one-click integration.

    • Pulls knowledge from any source (docs, tickets, wikis).

    • Lets you simulate on historical data for a risk-free launch.

    • Predictable costs with no per-resolution fees.

  • Cons:

    • It's not a standalone help desk, so you still need a primary platform like Freshdesk or Zendesk.

2. Zendesk

• Best for: Large companies that need a scalable, all-in-one customer service platform with all the bells and whistles.

• Overview: Zendesk is probably the biggest name on this list of Freshdesk AI competitors. Its AI features are deeply integrated, offering powerful workflow automation, smart routing, and AI agents that can handle conversations on any channel. With a marketplace of over 1,500 apps, it's one of the most customizable platforms you can find.

• Why it’s on the list: Zendesk is a mature platform that can handle huge ticket volumes and complex needs. For big, global teams, its analytics and reporting are top-notch, giving you the kind of operational insights you need to manage a large support organization.

• Limitations to consider: Moving to Zendesk is a "rip and replace" project. You’re not just adding AI; you’re moving your entire support operation. This process is usually complex, takes months, and can get very expensive once you add up the costs of customization, training, and premium features. You’re also committing to a single vendor's ecosystem.

• Pricing:

  • Suite Team: $55/agent/month (billed annually). Includes basic ticketing, messaging, help center, and essential AI agents.

  • Suite Professional: $115/agent/month (billed annually). Adds advanced workflows, custom reporting, and SLAs.

  • Suite Enterprise: $169/agent/month (billed annually). For enterprise needs with custom roles, advanced security, and AI tools.

  • Note: Advanced AI capabilities are often a separate add-on.

• Pros & Cons:

  • Pros:

    • Extremely scalable for large, global teams.

    • Powerful reporting and analytics.

    • Huge integration marketplace.

  • Cons:

    • The total cost can get very high.

    • Complex setup and a steep learning curve.

    • Locks you into the Zendesk ecosystem.

3. Intercom

• Best for: Teams focused on proactive, conversational support and real-time customer engagement.

• Overview: Intercom built its reputation on its in-app messenger and is still a leader in proactive, marketing-driven conversations. Its AI agent, Fin, is one of the most advanced out there, capable of holding surprisingly natural conversations and handling complex, multi-step questions.

• Why it’s on the list: When it comes to engaging users directly on your website or in your app, Intercom is tough to beat. It blends marketing, sales, and support into one fluid conversational experience that few others can replicate.

• Limitations to consider: Intercom is built for live chat, not traditional email support. If your team lives in an email queue, it can feel like trying to fit a square peg in a round hole. The biggest issue, though, is the pricing. The per-resolution fee for Fin AI ($0.99 for every conversation it resolves) can lead to unpredictable bills that climb quickly as your support volume grows.

• Pricing:

  • Essential: $29/seat/month (billed annually).

  • Advanced: $85/seat/month (billed annually).

  • Expert: $132/seat/month (billed annually).

  • Fin AI Agent costs an extra $0.99 per resolution on all plans.

• Pros & Cons:

  • Pros:

    • Excellent for live chat and proactive messaging.

    • Powerful and natural-sounding AI agent (Fin).

    • Brings sales, marketing, and support chats together.

  • Cons:

    • Unpredictable pricing due to per-resolution fees.

    • Not ideal for traditional email support.

    • Can become very expensive as you grow.

4. Kustomer

• Best for: Data-heavy B2C companies that want a CRM-first approach to customer service.

• Overview: Kustomer thinks about support differently. Instead of organizing everything by tickets, it builds a timeline for each customer. This gives agents a single, chronological view of every interaction a customer has had with your company, from purchases to chats to emails.

• Why it’s on the list: For B2C brands, having that full 360-degree customer context is a huge help for providing personalized service. The timeline view really does change things. Its automation engine, Kustomer IQ, also lets you build some pretty sophisticated, data-driven workflows.

• Limitations to consider: Kustomer is a premium, enterprise-level platform, and its price tag shows it. Moving to its timeline model also means changing how your team thinks about support, which can be a tough shift from a ticket-based system. The setup is not a simple weekend project.

• Pricing:

  • Enterprise: $89/seat/month (billed annually).

  • Ultimate: $139/seat/month (billed annually).

  • AI features like AI Agents for Customers are add-ons, starting at $0.60 per conversation.

• Pros & Cons:

  • Pros:

    • The unified customer timeline provides great context.

    • Strong at handling support across many channels.

    • Powerful workflow automation.

  • Cons:

    • High starting price.

    • Requires a big change in workflow from traditional ticketing.

    • Can be complex to set up and manage.

5. HubSpot Service Hub

• Best for: Businesses already using HubSpot's marketing and sales tools.

• Overview: For companies already living in the HubSpot ecosystem, Service Hub makes a lot of sense. It connects a help desk, shared inbox, and knowledge base directly to the HubSpot CRM, creating one unified platform for the entire customer journey.

• Why it’s on the list: Its main strength is the seamless connection to the HubSpot CRM. A support agent can see every marketing email a customer opened and every chat they had with sales, which makes for very personal and context-aware support. It's incredibly handy if you're already a HubSpot user.

• Limitations to consider: If you're not already using HubSpot, Service Hub can feel less powerful than other dedicated support tools. Its AI and automation features are getting better, but they generally aren't as advanced or flexible as what you'd find in a specialized platform. It’s a great piece of the HubSpot puzzle, but maybe not the best standalone choice.

• Pricing:

  • Professional: Starts at $90/seat/month (billed annually). Requires a one-time onboarding fee of $1,500.

  • Enterprise: Starts at $150/seat/month (billed annually). Requires a one-time onboarding fee of $3,500.

• Pros & Cons:

  • Pros:

    • Flawless integration with HubSpot's CRM, Sales, and Marketing Hubs.

    • Gives you a single view of the entire customer journey.

    • Easy-to-use interface.

  • Cons:

    • AI isn't as powerful as standalone solutions.

    • The best value is for existing HubSpot customers.

    • Can get pricey as you add more agents.

6. Zoho Desk

• Best for: Small to medium-sized businesses looking for a powerful help desk that won't break the bank.

• Overview: Zoho Desk offers a lot of bang for your buck. As part of the huge Zoho ecosystem, it provides multichannel ticketing, workflow automation, a knowledge base, and its own AI assistant named Zia. It tries to deliver many of the same features as the big enterprise platforms, but at a much lower price.

• Why it’s on the list: It's hard to argue with the value. You get an impressive set of features, including AI, for a price that’s very manageable for SMBs. If you’re on a tight budget but don't want to skimp on functionality, Zoho Desk is worth a look.

• Limitations to consider: The user interface can feel a bit dated and busy compared to more modern platforms. While Zia is a handy AI assistant, it's generally not as advanced or conversational as the AI from top competitors like Intercom or eesel AI.

• Pricing:

  • Standard: $14/user/month (billed annually).

  • Professional: $23/user/month (billed annually).

  • Enterprise: $40/user/month (billed annually). This plan is needed to unlock Zia AI features.

• Pros & Cons:

  • Pros:

    • Extremely affordable.

    • Comes with a ton of features, including an AI assistant.

    • Integrates well with other Zoho products.

  • Cons:

    • The user interface can be a bit overwhelming.

    • The AI isn't as advanced as the market leaders.

    • Can have a steeper learning curve for non-technical folks.

7. Gorgias

• Best for: E-commerce businesses on platforms like Shopify, Magento, and BigCommerce.

• Overview: Gorgias is a help desk built specifically for online stores. It pulls customer data, order history, and shipping info right into the support inbox. This allows agents to answer "Where is my order?" questions, process refunds, and even edit orders without ever leaving their dashboard.

• Why it’s on the list: For an e-commerce brand, this deep integration is a massive time-saver. Its automation rules are made for retail, like automatically tagging tickets about returns or flagging messages from VIP customers.

• Limitations to consider: Gorgias is a specialist. Its laser focus on e-commerce means it's not a great choice for SaaS companies or other non-retail businesses. The ticket-based pricing can also become unpredictable and expensive, especially during busy seasons like Black Friday.

• Pricing: Gorgias prices by ticket volume, not by agents.

  • Starter: $10/month for 50 tickets.

  • Basic: $50/month for 300 tickets (billed annually).

  • Pro: $300/month for 2,000 tickets (billed annually).

  • Note: AI Agent interactions are priced separately and also count toward your ticket limit.

• Pros & Cons:

  • Pros:

    • Deep integration with Shopify, BigCommerce and others.

    • Automates common e-commerce support questions.

    • Lets agents manage orders right from the help desk.

  • Cons:

    • Not a good fit for non-e-commerce businesses.

    • Ticket-based pricing can be unpredictable and expensive.

This video covers some of the top Freshdesk alternatives and competitors available for customer support teams.

How to choose the right Freshdesk AI competitor

Picking a new tool is a big decision, but it gets easier if you ask the right questions. Here’s a quick guide to help you sort through your options:

• Do you want to replace or improve your help desk? If you're mostly happy with your current help desk but just need a smarter AI layer, a plug-in solution like eesel AI makes the most sense. It saves you from a massive migration project. If your whole system feels broken, then it might be time to look at an all-in-one platform like Zendesk.

• What's your main goal for AI? Are you just looking to deflect simple FAQs, or do you need an AI that can perform specific actions, like looking up order details or sorting tickets with complex rules? For basic deflection, many tools will work. For advanced, custom workflows, you need a flexible engine like what eesel AI offers.

• How important is a risk-free trial? A standard 14-day trial is nice, but it won't tell you how an AI will perform with your actual customer questions. Look for tools that offer a simulation mode. It's the only way to get a real forecast of your potential resolution rate and ROI before you go live.

• What's your real budget? Don't just look at the monthly seat price. Read the fine print. Are there per-resolution fees? Mandatory onboarding costs? How much of your own team's time will the setup take? A tool you can launch yourself in an afternoon can save you thousands in hidden costs.

Ditch the migration headache and go live in minutes with eesel AI

After digging through the top Freshdesk AI competitors, one thing became clear: most of the powerful options force you to rip out your entire help desk and start over. That means signing up for months of painful data migration, expensive implementation fees, and the headache of retraining your entire team on a new system.

eesel AI offers a much smarter way. Instead of making you start from scratch, it improves the tools you already use. By plugging directly into your existing help desk, eesel AI gives you a top-tier AI agent without all the disruption. You can pull in all your scattered knowledge, build powerful custom workflows, and test its performance with total confidence, all from a self-serve platform you can get running this afternoon.

If you want the power of a modern AI platform without the pain of a full migration, eesel AI is the obvious choice.

See how eesel AI can transform your support in a 15-minute demo.