Replace Freshdesk

Freshdesk lists 34 features. How many does your team use?

Stop paying per seat for the rest. Pick the Freshdesk features your team actually uses, and we build your own version that you own.

Pick your features

Good fit

We can build almost all of Freshdesk.

Replaceable with a custom app for ticketing, SLAs and reports, but the AI agents, Copilot, and the 1,000+ marketplace integrations cannot be built by us.

24 we build fully7 need an outside service1 simplified2 we can’t build

What Freshdesk does

Read from Freshdesk’s public website. Each feature is marked with what we can honestly build.

Ticketing

Shared inbox
Centralize conversations in one inbox with internal notes, auto-assign, and avoid duplication.
Threads and tasks
Private notes, internal discussions and threads on tickets.
Customer portal
Customers submit tickets and find resources in a self-service portal.
Multilingual conversations
Support customers in their native languages.
Needs an outside service: OpenAI or Anthropic API. Automatic translation needs an outside translation/AI service; manual multilingual handling is buildable.
External collaborators
Limited-access external users can give input on tickets.

AI Agents and Copilot

Freddy AI Agent
Conversational AI self-service agents that answer customers.
We can't build this. Requires a trained AI model platform; custom AI agents would need a paid model API and are not a shipped product feature.
Freddy AI Copilot
AI assistant for agents: sentiment analysis, prioritization, KB suggestions.
Needs an outside service: OpenAI or Anthropic API. Basic rules-based prioritization is buildable; sentiment and AI suggestions need an outside AI model.
Freddy AI Insights
AI-generated insights, trends and report automation.
Needs an outside service: OpenAI or Anthropic API. Dashboards buildable; AI-generated insights need an outside AI model.

Knowledge Base and Self-Service

Knowledge base
Searchable articles for customers and agents.
Article versioning
Version history for knowledge base articles.
Approval workflow
Review and approve articles before publishing, with notifications.
Needs an outside service: Resend. Approver notification emails need transactional email.
Community forums
Customer community forum for sharing ideas and issues.
Portal customization
Brand the portal with logo and colors.
Multilingual translations
Knowledge base content in multiple languages.
Needs an outside service: OpenAI or Anthropic API. Manual translations buildable; automatic translation needs an outside service.
Ticket templates
Pre-filled ticket templates with subject, description and properties.
Advanced custom fields
Custom fields to collect business-specific customer data.

Routing, Automation and SLA

Ticket dispatch
Categorize, prioritize and route tickets by business rules.
Automations
Time- and event-based triggers for follow-ups and escalations.
Needs an outside service: Resend. Automated follow-up emails need transactional email.
Multiple SLA policies
Different SLA policies per customer type, shift or product.
Round-robin and load-balanced assignment
Assign tickets by round-robin or agent capacity.
Skill-based assignment
Route tickets to agents by skills and experience.

Analytics and Dashboards

Pre-defined reports
Standard helpdesk reports on response times and CSAT.
Custom real-time dashboards
Custom dashboards per team with KPIs.
Agent availability dashboard
Central view of agent availability across channels.
Custom object analysis
Custom objects such as Projects with linked analysis.

Security and Access

Role-based access control
Roles and permissions limiting what agents see and do.
Single sign-on (SAML)
Enterprise SAML SSO for agents.
Needs an outside service: WorkOS. SAML needs an identity provider setup; standard email sign-in is simpler.
Business hours
Define working hours for support groups.
Shifts and out-of-office scheduler
Track shifts and out-of-office coverage.
JWT authentication
Verify portal users via JWT tokens.
Audit logs
Central log of modifications and who made them.
Allowed domains and IP whitelisting
Restrict ticket creation and portal login by domain or IP.

Integrations

Marketplace integrations (Slack, Teams, Shopify, Salesforce, Jira)
Pre-built connections to third-party apps.
Simplified version. We can build individual integrations via their APIs; the 1,000+ prebuilt marketplace apps are not reproduced.
Serverless apps SDK and connectors
Low-code connectors and an SDK for custom apps.
We can't build this. Freshworks' proprietary developer platform and marketplace cannot be replicated as a product.

What you’d bring

We write all the code. These features only work on outside services, and those accounts are yours to open and pay for directly.

Sending notification emails: Resend

Free allowance, then pennies per thousand emails. Billed by the provider.

AI features: OpenAI or Anthropic API

Pay per use, billed to your own account by the model provider. Our Claude credits are never used.

Enterprise single sign-on: WorkOS

Usually priced per connected company. Billed by the provider.

What we can’t build

Freddy AI Agent. Requires a trained AI model platform; custom AI agents would need a paid model API and are not a shipped product feature.
Serverless apps SDK and connectors. Freshworks' proprietary developer platform and marketplace cannot be replicated as a product.

Build only the Freshdesk features you use

Pick your features, choose what it connects to, and see the price before you start.