--- title: "Freshdesk vs Ticket Fairy: fees and features (2026)" description: "See Freshdesk and Ticket Fairy side by side: fees, features and what switching takes. Checked October 2026." canonical: "https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-freshdesk" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Compare](https://www.ticketfairy.com/compare) 3. [Customer support](https://www.ticketfairy.com/compare/customer-support) 4. Freshdesk vs Ticket Fairy # Freshdesk vs Ticket Fairy With Ticket Fairy, your buyers get answers about your events from your concierge, and your team can find their order from one detail to refund it, resend the tickets or change a name. With Freshdesk Omni, AI agents answer questions on chat and messaging apps in 60+ languages. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Get started free](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=compare-customer-support-ticket-fairy-vs-freshdesk) Ticket Fairy publishes this comparison and also sells event ticketing and event management software. [How we compare platforms](https://www.ticketfairy.com/compare/methodology) - **7 of 8** of the things you need, included on Ticket Fairy - **6 of 8** of the things you need, confirmed on the published pages of Freshdesk ## Which should you choose? ### Where Ticket Fairy is stronger - Your ticket concierge can answer buyers on your website from your own answers and pages, and put tickets in their basket when they are ready.[1](#source-1) - Your team can find an order from any detail the buyer gives, then resend tickets, correct a name or move them to another ticket type or seat.[2](#source-2) - Your team can answer website chat handovers, Instagram and Messenger messages, and buyers' email replies from one Support Inbox.[3](#source-3) ### Where Freshdesk is stronger - Freshdesk Omni manages email, web chat, WhatsApp, Facebook and Instagram from one unified inbox.[4](#source-4) - Freshdesk Omni conversational AI agents resolve queries on chat and messaging apps in 60+ languages.[5](#source-5) - AI agent workflows have pre-built integrations with apps including Shopify, Stripe, PayPal and Wix.[6](#source-6) Ticket Fairy is the better fit when your buyers ask about your events and you want to answer them, fix their orders and sell them tickets without switching tools. Freshdesk suits you if you want AI agents that answer questions on chat and messaging apps in 60+ languages, with Freshdesk Omni. ## What can Freshdesk and Ticket Fairy each do for answering your buyers? ### Where does each platform win on what you need? - Included Channels in one inbox On a paid plan - Included AI answers from your own content *Ticket Fairy wins* Extra cost - Not offered Refunds and changes from the conversation *Freshdesk wins* Included - Included Sells tickets in the same system Not found **4 things you need are the same on both:** Hands a question to a person, Help content buyers can read, Shows the buyer's orders beside the message, Notes and assignment Ticket Fairy gives you 1 of these that Freshdesk does not, and Freshdesk gives you 1 that Ticket Fairy does not. | What you need | Ticket Fairy | Freshdesk | | --- | --- | --- | | Where buyers reach you | | | | Channels in one inbox | Included[3](#source-3) Your team can answer website chat handovers, Instagram and Messenger messages and email replies from one team inbox | On a paid plan[7](#source-7) Freshdesk Omni: email, web chat, WhatsApp, Facebook, Instagram in one inbox; Freshdesk: email, Facebook, web chat Plans: Freshdesk Omni (Growth, Pro, Enterprise) for WhatsApp and Instagram | | AI answers from your own content | Included[8](#source-8) Your concierge can answer buyers from your FAQ, policy and venue pages, Google Docs or your whole website | Extra cost[9](#source-9) Freddy AI Agent answers from solution articles, files, crawled URLs and Q&A; 500 sessions included once, then $49 per 100 Plans: Chat AI agent: Freshdesk Omni; Email AI agent: both products | | Hands a question to a person | Included[1](#source-1) Your concierge can pass the buyer to your team, to Ticket Fairy support, or to both in turn, with a summary so nobody starts from scratch | Included[10](#source-10) Handover settings pass conversations from the AI agent to human agents, including on customer request | | Help content buyers can read | Included[11](#source-11) Each event page can carry FAQ sections, added by hand or imported from a document, and your concierge answers from them | Included[12](#source-12) Knowledge base and customer self-service portal | | What your team can do | | | | Shows the buyer's orders beside the message | Included[13](#source-13) Your team can see the fan's recent orders in Instagram and Messenger conversations, and the buyer's contact details in every other conversation | Included[14](#source-14) Shopify app shows a customer's current and past orders, payment and shipping status in Freshdesk | | Notes and assignment | Included[3](#source-3) Your team can leave internal notes, mark conversations Open, Waiting or Resolved, and move them between your team and Ticket Fairy | Included[15](#source-15) Private notes visible only to agents; ticket assignment, threads and tasks on all plans; automatic load-based routing on Pro and Enterprise | | Refunds and changes from the conversation | Not offered[2](#source-2) Your team can find the order from one detail the buyer gives, then refund, resend or change names on the order itself | Included[16](#source-16) Agents can cancel and refund Shopify orders from the Freshdesk widget; AI agent workflows can cancel orders | | Sells tickets in the same system | Included[1](#source-1) Your buyers can go from the chat to checkout on your page with their tickets already in the basket | Not found in Freshdesk's public documentation[17](#source-17) Freshdesk's documentation does not describe selling event tickets | ## What else should you know about Freshdesk and Ticket Fairy? Can Freshdesk show a buyer's orders beside their message?: Yes. Freshdesk's own pages say its Shopify app shows a customer's current and past orders, payment and shipping status in Freshdesk. In Ticket Fairy, your team can see the fan's recent orders next to Instagram and Messenger conversations, and the buyer's contact details next to other conversations. [18](#source-18) [13](#source-13) Which channels does Freshdesk cover?: Freshdesk's own pages say Freshdesk Omni brings email, web chat, Facebook, Instagram and other channels into one inbox. With Ticket Fairy, your team can answer the chats your concierge passes on, Instagram and Messenger messages and buyers' email replies from one shared Support Inbox. [19](#source-19) [3](#source-3) Can Freshdesk answer buyers with AI?: Yes, at extra cost. Freshdesk's own pages say Freddy AI Agent answers from solution articles, files, web pages and Q&A, with 500 sessions included once and then $49 for each 100. In Ticket Fairy, your concierge can answer from your FAQ, policy and venue pages, Google Docs or your whole website. [20](#source-20) [8](#source-8) Can Freshdesk pass a buyer from AI to a person?: Yes. Freshdesk's own pages say you can set the AI agent to pass conversations to your agents, including when a customer asks for a person. In Ticket Fairy, your concierge can pass the buyer to your team, to Ticket Fairy support, or to both in turn, with a summary. [21](#source-21) [1](#source-1) Can my team assign conversations and leave notes in Freshdesk?: Yes. Freshdesk's own pages list private notes only agents can see and ticket assignment, threads and tasks on every plan, with automatic routing by agent workload on Pro and Enterprise. In Ticket Fairy, your team can leave internal notes, mark each conversation Open, Waiting or Resolved, and move a conversation between your team and Ticket Fairy support. [22](#source-22) [3](#source-3) Does Freshdesk include a help center?: Yes. Freshdesk's own pages describe a knowledge base and a self-service portal for your customers. In Ticket Fairy, you can add FAQ sections to each event page or import them from a document, and the concierge answers from them. [23](#source-23) [11](#source-11) Can I refund or change an order from Freshdesk?: Yes. Freshdesk's own pages say agents can cancel and refund Shopify orders from the Freshdesk widget, and AI agent workflows can cancel orders. In Ticket Fairy, you can find the order from one detail the buyer gives you, then refund it, resend the tickets or change a name on it. [24](#source-24) [2](#source-2) How much does Freshdesk cost?: Freshdesk's pricing page lists a price per agent per month for each plan (Growth, Pro, Enterprise) of two products, Freshdesk and Freshdesk Omni, billed annually or monthly. AI agent sessions, Copilot, day passes and connector tasks are add-ons. [25](#source-25) Can I export my data from Freshdesk?: Yes. Freshdesk's own pages say admins and supervisors can export tickets, contacts and companies as CSV or Excel, and a full account export (tickets, solutions, forums, customers) comes as XML. [26](#source-26) ## What changes when you answer buyers from the same place you sell their tickets? Nobody on your team copies an order number from one tool to another, because your concierge and your team carry on each buyer's conversation from where it stopped. 1. **A buyer asks on your website** Your concierge can answer from your FAQ, policy and venue pages. [Teach your concierge from your event FAQ pages and Google Docs](https://www.ticketfairy.com/guides/teach-your-concierge-from-your-event-faq-pages) 2. **Your concierge sells the tickets** When the buyer is ready, the concierge can put their tickets in the basket and open checkout on your page. [Your AI ticket concierge](https://www.ticketfairy.com/features/ai-ticket-concierge) 3. **Your team takes the hard questions** The concierge can pass the buyer to your team with a summary, in the same inbox as Instagram and Messenger. [The shared Support Inbox](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox) 4. **Your team fixes the order** Your team can find the order from any detail the buyer gives, then resend the tickets, correct a name or change the seat. [Find and fix orders](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders) Your team sees the buyer's question, their tickets and the concierge's answer together, from the first question to the fixed order. ## What else are you comparing? - [Zendesk alternatives](https://www.ticketfairy.com/compare/customer-support/zendesk-alternatives) - [Front vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-front) - [Help Scout vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-help-scout) - [Gorgias vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-gorgias) - [Intercom vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-intercom) - [Freshdesk vs Zendesk for events](https://www.ticketfairy.com/compare/customer-support/freshdesk-vs-zendesk-for-events) - [Best customer support software for events](https://www.ticketfairy.com/compare/customer-support/best-customer-support-software-for-events) - [Zendesk vs Ticket Fairy](https://www.ticketfairy.com/compare/customer-support/ticket-fairy-vs-zendesk) - [Questions about customer support software for events](https://www.ticketfairy.com/compare/customer-support/questions) - [Customer support compared](https://www.ticketfairy.com/compare/customer-support) ## Where does each fact come from? Every fact about another company comes from its own published pages, quoted word for word. Where we did not find something in those pages, we say exactly that. [How we compare platforms](https://www.ticketfairy.com/compare/methodology) 1. Ticket Fairy [Buyers' questions become ticket sales on your website](https://www.ticketfairy.com/features/ai-ticket-concierge) 2. Ticket Fairy [You find any buyer's order and sort it out yourself](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders) 3. Ticket Fairy [Your team shares one inbox, so buyers get answers faster](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox) 4. Freshdesk Freshdesk Omni manages email, web chat, WhatsApp, Facebook and Instagram from one unified inbox. "Email, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox." [support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261006123038/https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni) 5. Freshdesk Freshdesk Omni conversational AI agents resolve queries on chat and messaging apps in 60+ languages. "Conversational AI Agent \* AI agents that resolve end-to-end queries on chat and messaging apps in 60+ languages." [www.freshworks.com/freshdesk/omni/pricing/](https://www.freshworks.com/freshdesk/omni/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011222829/https://www.freshworks.com/freshdesk/omni/pricing/) 6. Freshdesk AI agent workflows have pre-built integrations with apps including Shopify, Stripe, PayPal and Wix. "Agentic Workflows \* Pre-built integrations with leading apps like Shopify, Stripe, Paypal, Wix, and more." [www.freshworks.com/freshdesk/omni/pricing/](https://www.freshworks.com/freshdesk/omni/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011222829/https://www.freshworks.com/freshdesk/omni/pricing/) Show all 26 sources 7. Freshdesk Channels in one inbox "Email, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox." [support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261006123038/https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni) 8. Ticket Fairy [Guide: Teach your concierge from your event FAQ pages and Google Docs](https://www.ticketfairy.com/guides/teach-your-concierge-from-your-event-faq-pages) 9. Freshdesk AI answers from your own content "Additional AI Agent sessions $49 /100 sessions" [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/) 10. Freshdesk Hands a question to a person "Handover settings determine how and when conversations are handed off from the AI Agent to human agents" [support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents](https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260614171914/https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents) 11. Ticket Fairy [Guide: Answer your buyers' questions on the event page](https://www.ticketfairy.com/guides/add-faqs-to-your-event-page) 12. Freshdesk Help content buyers can read "The Freshdesk Knowledge Base or Solutions feature enables you to implement self-service options for your customers by creating a help center or knowledge base for your business." [support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base](https://support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515042107/https://support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base) 13. Ticket Fairy [Your Instagram and Facebook followers become ticket buyers](https://www.ticketfairy.com/features/social-media) 14. Freshdesk Shows the buyer's orders beside the message "provides instant access to their recent orders, payment status, and shipping information right within Freshdesk." [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk) 15. Freshdesk Notes and assignment "Private note: Visible only to agents within your organization, as long as they have access." [support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions](https://support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260614160738/https://support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions) 16. Freshdesk Refunds and changes from the conversation "configure the options to allow agents to perform cancellations and refunds directly from the Freshdesk widget." [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk) 17. Freshdesk Sells tickets in the same system "Each subscription plan is charged on a per-agent basis, and the total cost is determined by the number of agents in your account." Where we looked: support.freshdesk.com solution search for 'sell event tickets', 'event ticketing', 'Eventbrite' (no relevant results; 'ticket' means support ticket); freshworks.com/freshdesk/pricing and /freshdesk/omni/pricing feature lists.; the pricing page. [support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161001/https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans) 18. Freshdesk Shopify app shows a customer's current and past orders, payment and shipping status in Freshdesk "provides instant access to their recent orders, payment status, and shipping information right within Freshdesk." [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk) 19. Freshdesk Freshdesk Omni: email, web chat, WhatsApp, Facebook, Instagram in one inbox; Freshdesk: email, Facebook, web chat "Email, Web Chat, WhatsApp, Facebook, and Instagram, all managed from one unified inbox." [support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni](https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261006123038/https://support.freshdesk.com/support/solutions/articles/50000011785-getting-started-with-freshdesk-omni) 20. Freshdesk Freddy AI Agent answers from solution articles, files, crawled URLs and Q&A; 500 sessions included once, then $49 per 100 "Additional AI Agent sessions $49 /100 sessions" [www.freshworks.com/freshdesk/pricing/](https://www.freshworks.com/freshdesk/pricing/), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261011113034/https://www.freshworks.com/freshdesk/pricing/) 21. Freshdesk Handover settings pass conversations from the AI agent to human agents, including on customer request "Handover settings determine how and when conversations are handed off from the AI Agent to human agents" [support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents](https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260614171914/https://support.freshdesk.com/support/solutions/articles/50000012026-configure-handover-settings-for-ai-agents) 22. Freshdesk Private notes visible only to agents; ticket assignment, threads and tasks on all plans; automatic load-based routing on Pro and Enterprise "Private note: Visible only to agents within your organization, as long as they have access." [support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions](https://support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260614160738/https://support.freshdesk.com/support/solutions/articles/231527-perform-ticket-actions) 23. Freshdesk Knowledge base and customer self-service portal "The Freshdesk Knowledge Base or Solutions feature enables you to implement self-service options for your customers by creating a help center or knowledge base for your business." [support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base](https://support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515042107/https://support.freshdesk.com/support/solutions/articles/50000000585-about-freshdesk-knowledge-base) 24. Freshdesk Agents can cancel and refund Shopify orders from the Freshdesk widget; AI agent workflows can cancel orders "configure the options to allow agents to perform cancellations and refunds directly from the Freshdesk widget." [support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk](https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260515044320/https://support.freshdesk.com/support/solutions/articles/195382-integrating-shopify-with-freshdesk) 25. Freshdesk Per agent per month by plan (Growth, Pro, Enterprise) for two products, Freshdesk and Freshdesk Omni, billed annually or monthly; AI agent sessions, Copilot, day passes and connector tasks priced as add-ons "Each subscription plan is charged on a per-agent basis, and the total cost is determined by the number of agents in your account." [support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans](https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20261012161001/https://support.freshdesk.com/support/solutions/articles/50000011778-understanding-freshdesk-pricing-plans) 26. Freshdesk Admins and supervisors can export tickets, contacts and companies as CSV or Excel; a full account export (tickets, solutions, forums, customers) comes as XML. "Admins can export tickets, contacts, companies, or granular account data from a centralized location in your helpdesk." [support.freshdesk.com/support/solutions/articles/225158-how-do-i-export-my-tickets-from-freshdesk-](https://support.freshdesk.com/support/solutions/articles/225158-how-do-i-export-my-tickets-from-freshdesk-), read on 17 October 2026. [Archived copy](https://web.archive.org/web/20260504094507/https://support.freshdesk.com/support/solutions/articles/225158-how-do-i-export-my-tickets-from-freshdesk-) Updated 17 October 2026: First published. Freshdesk is a trademark of its owner. Ticket Fairy is not affiliated with it. **You choose the tools to start with** You can start with event management or marketing alongside your current ticketing provider. If you decide to move ticketing, your account manager helps with setup, customer-data imports and training. ## Start free on Ticket Fairy You can create a free account and try it on your next event, alongside the tools your team uses today. No credit card needed to start Works alongside the tools your team uses today Our team helps with setup and training [Get Started](https://manage.ticketfairy.com/welcome?utm_source=compare&utm_campaign=compare-customer-support-ticket-fairy-vs-freshdesk) No credit card required --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)