{
 "schema_version": "1.0",
 "id": "freshworks",
 "name": "Freshworks",
 "research_status": "researched",
 "vendor_domain": "freshworks.com",
 "category": "Customer Support",
 "task": "A help desk, tickets or a shared inbox",
 "summary": "Suite of separately-sold products: Freshdesk support, Freshservice IT, Freshsales CRM, Freshchat and Freshcaller.",
 "best_for": "teams who want a support desk that is cheaper per agent than the category leaders and will genuinely use the annual commitment — Growth at $19 is real value if ticketing is all you need",
 "skip_if": "you want the AI-first product the marketing describes without doing the arithmetic, because that configuration is $55 plus $29 an agent annually, or $66 plus $35 if you take the monthly column",
 "honest_knock": "Freshworks is not a product, it is nine of them behind a pricing page that contains no price. Once you find Freshdesk's own page, two things sit on top of the number. Freddy AI Copilot — the AI the marketing leads with — is $29 per agent per month extra, 53% on top of a Pro seat, and it is not sold on Growth at all. And the Freddy AI Agent that is included stops after 500 sessions; beyond that it is $49 per 100 sessions, so a busy queue turns the included allowance into a metered bill. The SAVE 20% badge on the annual toggle is really 17%. If you want support and IT and CRM, price three subscriptions, not one. In our Freshdesk test on 21 October 2026 a new account's time zone was not set to Amsterdam despite the EU data centre, so ticket times were hours off until you change it.",
 "pricing": {
  "status": "public",
  "entry_price": "$19",
  "entry_price_terms": "Freshdesk Growth · per agent per month billed annually",
  "from_price_usd_month": 19.0,
  "plans": null,
  "plans_source": null,
  "notes": "(2026-08-29, read on their own pricing pages) The main Freshworks pricing page still carries no prices at all — it lists the products and links out to each one, and that list has grown to nine: Freshdesk Omni, Freshdesk, Freshchat, Freshcaller, Freshservice, Freshservice for Business Teams, Freshsales, Freshsales Suite and Freshmarketer. On Freshdesk the annual rates are unchanged since 1 August 2026: Growth $19 per agent per month, Pro $55, Enterprise $89, billed annually. What has changed is that the monthly column is now published: Growth $23, Pro $66, Enterprise $107 per agent per month, billed monthly. The page's SAVE 20% badge overstates the gap — $19 against $23 is 17.4%, $55 against $66 is 16.7%, $89 against $107 is 16.8%. Freddy AI Agent is included with the first 500 sessions; additional sessions are $49 per 100. Freddy AI Copilot is a separate add-on at $29 per agent per month annually, or $35 monthly, on Pro and Enterprise only. Day passes are $2, $7 and $12 per pass on Growth, Pro and Enterprise. Connector app tasks are $80 per 5,000 tasks. The 14-day free trial starts you on Enterprise (in our test on 21 October 2026 the sign-up page promised a '14-day all-access free trial' and the app then said 'your 15-day trial starts today'). Re-verified 11 October 2026 on freshworks.com/freshdesk/pricing/: the annual rates ($19, $55, $89), the $29 Copilot add-on, the $49 per 100 extra AI Agent sessions, the $2/$7/$12 day passes and the $80 per 5,000 connector tasks are unchanged, and a new add-on is listed on every tier: MCP actions at $15 per 1,000. The monthly column is not in the page source we read, so the monthly figures above date from 29 August 2026. The FAQ on the same page adds that the 500 free AI Agent sessions are given once per account, not every month; that an email AI Agent session is a 72-hour window from the customer's first email; that purchased session packs expire with your payment cycle; and that downgrades and cancellations take effect only at the end of your term.",
  "verified_at": "2026-10-11",
  "source_url": null,
  "schema_offer": {
   "price": 19.0,
   "currency": "USD",
   "description": "Freshdesk Growth, per agent per month billed annually; the monthly rate is now published at $23, which makes the annual saving 17.4% rather than the 20% the page advertises. Read on the vendor's own pricing page on 2026-08-29.",
   "page": "https://zerotouchsupport.com/freshworks-review.html"
  },
  "source_quotes": [
   {
    "field": "price",
    "plan": "AI Agent extra sessions",
    "quote": "$49/100 sessions",
    "source_url": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-23"
   },
   {
    "field": "price",
    "plan": "MCP actions",
    "quote": "$15/1000 actions",
    "source_url": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-23"
   },
   {
    "field": "price",
    "plan": "Connector app tasks",
    "quote": "$80/5000 tasks",
    "source_url": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-23"
   },
   {
    "field": "free_trial",
    "plan": null,
    "quote": "Enterprise plan for 14 days",
    "source_url": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-23"
   }
  ]
 },
 "free_plan": false,
 "free_plan_evidence": null,
 "cost_traps": [
  {
   "id": "per_seat",
   "label": "Per-seat pricing",
   "evidence": "On Freshdesk the annual rates are unchanged since 1 August 2026: Growth $19 per agent per month, Pro $55, Enterprise $89, billed annually.",
   "verified_at": "2026-10-11",
   "source_url": null
  },
  {
   "id": "usage_metered",
   "label": "Usage-metered",
   "evidence": "And the Freddy AI Agent that is included stops after 500 sessions; beyond that it is $49 per 100 sessions, so a busy queue turns the included allowance into a metered bill.",
   "verified_at": "2026-10-11",
   "source_url": null
  },
  {
   "id": "addons_extra",
   "label": "Key features are paid add-ons",
   "evidence": "Freddy AI Copilot is a separate add-on at $29 per agent per month annually, or $35 monthly, on Pro and Enterprise only.",
   "verified_at": "2026-10-11",
   "source_url": null
  }
 ],
 "compare_with": {
  "name": "Zendesk or Zoho Desk",
  "why": "the standing comparison — price all three with the AI add-on switched on, because that is where they separate"
 },
 "links": {
  "record": "https://aibuildermarketplace.com/api/v1/products/freshworks.json",
  "review": "https://zerotouchsupport.com/freshworks-review.html",
  "marketplace": "https://aibuildermarketplace.com/marketplace/freshworks/",
  "vendor_site": "https://freshworks.com"
 },
 "purchase": {
  "seller": "the vendor",
  "how": "AIBuilder Marketplace does not sell this software. Sign up, start a trial or buy on the vendor's site.",
  "handoff_url": "https://affiliate.freshworks.com/fd65q19uchnm",
  "affiliate": true,
  "disclosure": "Where purchase.affiliate is true, purchase.handoff_url is an affiliate link: AIBuilder Marketplace may earn a commission at no extra cost to the buyer. Commission never changes what a record says, and products are not ranked by commission. Where it is false the link is the vendor's plain site."
 },
 "provenance": {
  "research": "hand-researched dossier, read on the vendor's own pages",
  "researched_since": "2026-07",
  "method": "https://aibuildermarketplace.com/how-we-review/",
  "license": "CC BY 4.0. Credit 'AIBuilder Marketplace' with a link to https://aibuildermarketplace.com/atlas/.",
  "note": "A rebuild is not a new measurement: pricing.verified_at is the date that matters."
 },
 "cost": {
  "status": "available",
  "engine": "https://aibuildermarketplace.com/agents/#cost",
  "rules": {
   "currency": "USD",
   "unit": "agent",
   "axis": "users",
   "plans": [
    {
     "id": "freshdesk-growth",
     "name": "Freshdesk Growth",
     "model": "per_unit",
     "annual_month": 19,
     "monthly": 23,
     "evidence": "Growth $19 per agent per month, Pro $55, Enterprise $89, billed annually"
    },
    {
     "id": "freshdesk-pro",
     "name": "Freshdesk Pro",
     "model": "per_unit",
     "annual_month": 55,
     "monthly": 66,
     "evidence": "Growth $19 per agent per month, Pro $55, Enterprise $89, billed annually"
    },
    {
     "id": "freshdesk-enterprise",
     "name": "Freshdesk Enterprise",
     "model": "per_unit",
     "annual_month": 89,
     "monthly": 107,
     "evidence": "Growth $19 per agent per month, Pro $55, Enterprise $89, billed annually"
    }
   ],
   "extra_evidence": "Growth $23, Pro $66, Enterprise $107 per agent per month, billed monthly",
   "notes": [
    "Freshworks sells nine separate products; these rules cover Freshdesk only.",
    "The annual rates were re-read on 11 October 2026; the monthly column dates from the 29 August 2026 reading.",
    "The 500 included Freddy AI Agent sessions are a one-off allowance per account, not a monthly one."
   ],
   "not_computable": [
    "Freddy AI Agent sessions beyond the first 500 ($49 per 100), the Freddy AI Copilot add-on on Pro and Enterprise, day passes, connector app tasks and MCP actions ($15 per 1,000) are charged on top and are not in these totals."
   ],
   "rules_verified_at": "2026-10-11"
  },
  "growth": {
   "annual": {
    "product_id": "freshworks",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "annual",
    "rows": [
     {
      "units": 1,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 19.0,
      "billed": {
       "amount": 228.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 19.0,
       "freshdesk-pro": 55.0,
       "freshdesk-enterprise": 89.0
      }
     },
     {
      "units": 2,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 38.0,
      "billed": {
       "amount": 456.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 38.0,
       "freshdesk-pro": 110.0,
       "freshdesk-enterprise": 178.0
      }
     },
     {
      "units": 3,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 57.0,
      "billed": {
       "amount": 684.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 57.0,
       "freshdesk-pro": 165.0,
       "freshdesk-enterprise": 267.0
      }
     },
     {
      "units": 5,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 95.0,
      "billed": {
       "amount": 1140.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 95.0,
       "freshdesk-pro": 275.0,
       "freshdesk-enterprise": 445.0
      }
     },
     {
      "units": 10,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 190.0,
      "billed": {
       "amount": 2280.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 190.0,
       "freshdesk-pro": 550.0,
       "freshdesk-enterprise": 890.0
      }
     },
     {
      "units": 15,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 285.0,
      "billed": {
       "amount": 3420.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 285.0,
       "freshdesk-pro": 825.0,
       "freshdesk-enterprise": 1335.0
      }
     },
     {
      "units": 20,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 380.0,
      "billed": {
       "amount": 4560.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 380.0,
       "freshdesk-pro": 1100.0,
       "freshdesk-enterprise": 1780.0
      }
     },
     {
      "units": 25,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 475.0,
      "billed": {
       "amount": 5700.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 475.0,
       "freshdesk-pro": 1375.0,
       "freshdesk-enterprise": 2225.0
      }
     },
     {
      "units": 50,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 950.0,
      "billed": {
       "amount": 11400.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 950.0,
       "freshdesk-pro": 2750.0,
       "freshdesk-enterprise": 4450.0
      }
     },
     {
      "units": 100,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 1900.0,
      "billed": {
       "amount": 22800.0,
       "every": "year"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 1900.0,
       "freshdesk-pro": 5500.0,
       "freshdesk-enterprise": 8900.0
      }
     }
    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": [
     "Freddy AI Agent sessions beyond the first 500 ($49 per 100), the Freddy AI Copilot add-on on Pro and Enterprise, day passes, connector app tasks and MCP actions ($15 per 1,000) are charged on top and are not in these totals."
    ]
   },
   "monthly": {
    "product_id": "freshworks",
    "currency": "USD",
    "axis": "users",
    "unit": "agent",
    "billing": "monthly",
    "rows": [
     {
      "units": 1,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 23.0,
      "billed": {
       "amount": 23.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 23.0,
       "freshdesk-pro": 66.0,
       "freshdesk-enterprise": 107.0
      }
     },
     {
      "units": 2,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 46.0,
      "billed": {
       "amount": 46.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 46.0,
       "freshdesk-pro": 132.0,
       "freshdesk-enterprise": 214.0
      }
     },
     {
      "units": 3,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 69.0,
      "billed": {
       "amount": 69.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 69.0,
       "freshdesk-pro": 198.0,
       "freshdesk-enterprise": 321.0
      }
     },
     {
      "units": 5,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 115.0,
      "billed": {
       "amount": 115.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 115.0,
       "freshdesk-pro": 330.0,
       "freshdesk-enterprise": 535.0
      }
     },
     {
      "units": 10,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 230.0,
      "billed": {
       "amount": 230.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 230.0,
       "freshdesk-pro": 660.0,
       "freshdesk-enterprise": 1070.0
      }
     },
     {
      "units": 15,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 345.0,
      "billed": {
       "amount": 345.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 345.0,
       "freshdesk-pro": 990.0,
       "freshdesk-enterprise": 1605.0
      }
     },
     {
      "units": 20,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 460.0,
      "billed": {
       "amount": 460.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 460.0,
       "freshdesk-pro": 1320.0,
       "freshdesk-enterprise": 2140.0
      }
     },
     {
      "units": 25,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 575.0,
      "billed": {
       "amount": 575.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 575.0,
       "freshdesk-pro": 1650.0,
       "freshdesk-enterprise": 2675.0
      }
     },
     {
      "units": 50,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 1150.0,
      "billed": {
       "amount": 1150.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 1150.0,
       "freshdesk-pro": 3300.0,
       "freshdesk-enterprise": 5350.0
      }
     },
     {
      "units": 100,
      "cheapest_plan": "freshdesk-growth",
      "cheapest_plan_name": "Freshdesk Growth",
      "total_month": 2300.0,
      "billed": {
       "amount": 2300.0,
       "every": "month"
      },
      "ranges": [],
      "per_plan": {
       "freshdesk-growth": 2300.0,
       "freshdesk-pro": 6600.0,
       "freshdesk-enterprise": 10700.0
      }
     }
    ],
    "switch_points": [],
    "conflicts": [],
    "unknowns": [
     "Freddy AI Agent sessions beyond the first 500 ($49 per 100), the Freddy AI Copilot add-on on Pro and Enterprise, day passes, connector app tasks and MCP actions ($15 per 1,000) are charged on top and are not in these totals."
    ]
   }
  }
 },
 "unknowns": [
  "Plan-by-plan prices are not structured in this record yet; pricing.notes has the full text.",
  "Contract terms (cancellation, data export, data location, minimum seats) are not researched as separate fields; pricing.notes mentions them only where the vendor's pricing page does.",
  "Being verified: refund terms are not yet matched to a verbatim line on the vendor's own pages. Not matched does not mean there is none."
 ],
 "verification": {
  "price": "quoted",
  "free_trial": "quoted",
  "refund": "being_verified"
 },
 "task_evidence": {
  "structured_checks": [],
  "sessions": [
   {
    "source": "session",
    "product_name": "Freshworks",
    "product_id": "freshworks",
    "run_date": "2026-10-21",
    "session_type": "hands_on",
    "what": "Tested by our team on 21 October 2026 on Freshdesk, during the trial that starts with a new account (Freshdesk Omni, EU data centre), without connecting a channel, a mailbox or an integration: Daan created the account and our AI assistant ran the test in Daan's browser. We created three tickets with known priorities and statuses, changed one and added a private note.",
    "findings": [
     "The sign-up page promised a '14-day all-access free trial'; inside the app the banner said 'your 15-day trial starts today', next to a 'Buy now' button. Our own company domain was accepted without a business-email check.",
     "All three tickets (#4, #5 and #6) were created with a 'Ticket created' message, and in All tickets all nine values we set (subject, priority and status) were right. The open Low-priority ticket got a deadline straight away: 'First response due in 7 hours'.",
     "Times were off by default: tickets created on the evening of 21 October, Amsterdam time, showed as 'Thu, 22 Oct 2026 at 3:24 AM'. The new account's time zone was not Amsterdam, despite the EU data centre. It can be changed; we did not check whether SLA deadlines move with it.",
     "Onboarding asked for industry, experience, up to three goals and support channels, then offered 'Build your first AI Agent' from a website, with 'Skip for now'; we skipped it. The workspace already held three sample tickets with sample contacts.",
     "The New ticket form sets Source to Phone and Product to 'Example' by default and requires a Description; a 'Create another' box lets you add tickets in a row.",
     "Changing FD-BETA from High to Low in the list view stuck: the opened ticket showed Priority Low and Status Pending. The private note was marked orange, and no email went out.",
     "'Add AI summary' on every ticket, 'Write with AI' in the note editor and the AI Agent builder were all on offer during the trial. We did not click them, and what remains of them after the trial is not established."
    ],
    "not_tested": [
     "Connecting an email, chat or phone channel, and emailing a customer",
     "AI Agent, AI summary and Write with AI",
     "What happens after the 15-day trial (a move to a free plan or a block)",
     "Automations, SLA settings and reporting",
     "Changing the time zone, and whether SLA deadlines move with it"
    ],
    "report": null,
    "disclosure": null,
    "evidence_status": null,
    "result": "reported",
    "note": "Findings as written up after the session; no pass/fail per task was scored.",
    "claim_checks": [
     {
      "claim": "\"14-day all-access free trial\"",
      "claim_source": "https://www.freshworks.com/freshdesk/signup/",
      "claim_read_on": "2026-10-21",
      "observed": "Right after sign-up the app said 'your 15-day trial starts today', with a 'Buy now' button.",
      "observed_on": "2026-10-21",
      "evidence": {
       "label": "Our test observations",
       "url": "https://zerotouchsupport.com/freshworks-review.html#claim-vs-measured"
      },
      "plan": "Freshdesk Omni trial, EU data centre, new account, no channels connected",
      "comparability": "Not the same count. The sign-up page and the app may count the start day differently, and we did not record the trial's end date, so 14 against 15 is not shown to be a real difference.",
      "status": "not_comparable",
      "buying_consequence": "Plan your evaluation for 14 days and check the end date in the trial bar on day one; do not count on the extra day."
     }
    ],
    "claim_checks_note": "A vendor claim (quoted, with source and read date) set against what we observed in this session on the plan stated. status is confirmed, contradicted, not_comparable, not_testable or out_of_date; it is not a score of the product.",
    "in_catalog": true
   }
  ]
 },
 "open_questions": [
  {
   "question_id": "freshworks:cancellation_terms",
   "key": "cancellation_terms",
   "question": "Can a customer cancel at any time, and what happens to an annual plan that is cancelled mid-term?",
   "status": "open"
  },
  {
   "question_id": "freshworks:data_export",
   "key": "data_export",
   "question": "Which data can a customer export, in which formats, on which plans?",
   "status": "open"
  },
  {
   "question_id": "freshworks:data_location",
   "key": "data_location",
   "question": "Where is customer data stored, and can a customer choose the region?",
   "status": "open"
  },
  {
   "question_id": "freshworks:pricing_gap_1",
   "key": "pricing_gap_1",
   "question": "Our price check could not put a number on this part of the cost: Freddy AI Agent sessions beyond the first 500 ($49 per 100), the Freddy AI Copilot add-on on Pro and Enterprise, day passes, connector app tasks and MCP actions ($15 per 1,000) are charged on top and are not in these totals. Can you publish the price or the rule?",
   "status": "open"
  }
 ],
 "vendor_answers": [],
 "agent_channels": {
  "vendor_mcp": {
   "what": "A developer-platform server rather than a product one: it automates the custom-app submission process on their developer platform, authenticated with a bearer API key.",
   "plan": "Not stated in their own documentation.",
   "status": "Live",
   "source": "https://developers.freshworks.com/docs/agentic-dev-tools/mcp-server/",
   "checked": "2026-07-28",
   "note": "The vendor's own MCP server, from our MCP research; it works with your own account at the vendor."
  },
  "agent_checkout": {
   "status": "not_checked",
   "detail": "We could not read the vendor's pages as plain HTML.",
   "checked_at": "2026-10-07",
   "method": "homepage, /pricing and the pricing page we cite, read as plain HTML (no JavaScript) and searched for explicit support of purchases by AI agents: Agentic Commerce Protocol, Instant Checkout, Agent Payments Protocol, buy in ChatGPT, agentic checkout"
  }
 },
 "task_scope": {
  "scope": "customer_support_helpdesk",
  "label": "Customer-support help desk",
  "why": "Suite of separately-sold products: Freshdesk support, Freshservice IT, Freshsales CRM, Freshchat and Freshcaller.",
  "source": "our dossier",
  "phrases": [
   "help desk",
   "helpdesk",
   "customer support",
   "customer service",
   "support inbox"
  ]
 },
 "feature_evidence": {
  "features": {
   "shared_inbox": {
    "label": "Shared inbox",
    "phrases": [
     "shared inbox",
     "team inbox",
     "shared team inbox",
     "shared email inbox",
     "shared support inbox"
    ]
   },
   "shopify_integration": {
    "label": "Shopify integration",
    "phrases": [
     "shopify",
     "shopify integration",
     "works with shopify",
     "shopify orders"
    ]
   },
   "slack_integration": {
    "label": "Slack integration",
    "phrases": [
     "slack",
     "slack integration",
     "works with slack"
    ]
   },
   "ticketing": {
    "label": "Ticketing",
    "phrases": [
     "ticketing",
     "help desk ticketing",
     "helpdesk ticketing",
     "ticketing system",
     "ticket system",
     "support tickets",
     "email ticketing",
     "tickets"
    ]
   }
  },
  "evidence": [
   {
    "feature": "shared_inbox",
    "plans": [
     "Freshdesk Growth"
    ],
    "quote": "Ticketing & shared inbox",
    "context": "Listed on the Freshdesk Growth plan ($19 per agent a month billed annually); higher Freshdesk plans not checked here",
    "source": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "ticketing",
    "plans": [
     "Freshdesk Growth"
    ],
    "quote": "Ticketing & shared inbox",
    "context": "Listed on the Freshdesk Growth plan; higher Freshdesk plans not checked here",
    "source": "https://www.freshworks.com/freshdesk/pricing/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "slack_integration",
    "plans": null,
    "quote": "Collaborate on customer service issues via Slack—without switching screens.",
    "context": "Freshdesk integrations page; no plan is named for it.",
    "source": "https://www.freshworks.com/freshdesk/integrations/",
    "read_on": "2026-10-07"
   },
   {
    "feature": "shopify_integration",
    "plans": null,
    "quote": "Connect to your Shopify store and engage with customers across multiple channels.",
    "context": "Freshdesk integrations page; no plan is named for it.",
    "source": "https://www.freshworks.com/freshdesk/integrations/",
    "read_on": "2026-10-07"
   }
  ],
  "note": "From the vendor's own pages, with plan, source and reading date. Documented by the vendor, not tested by us; our own tests are in task_evidence."
 }
}