Freshdesk is a serious product. We compare it with Debesis so that you can work out the total cost of both options before you sign — not to run it down.
What Freshdesk is
Freshdesk is a helpdesk and customer service platform from Freshworks Inc. (USA). It comes in two editions: Freshdesk for email-first ticketing and Freshdesk Omni for multichannel support.
- Ticketing, shared inbox, customer portal and knowledge base
- Freddy AI Agent (first 500 sessions included), Freddy AI Copilot as an add-on from Pro
- Omni: messaging, chat, social media and telephony in one workspace
- Skill-based routing and audit logs on Enterprise
- Large marketplace of apps
Pricing (freshworks.com, checked 30 September 2026, per agent per month, billed yearly, in USD as published): Freshdesk Growth $19, Pro $55, Enterprise $89; Freshdesk Omni Growth $29, Pro $79, Enterprise $119. Freddy AI Copilot $29 per agent per month; additional AI Agent sessions $49 per 100. Telephony minutes are billed on top.
What Debesis is
Debesis is a customer service platform from Poland: ticketing, telephony and an AI voice assistant in one product. We are a VoIP provider licensed in Poland; numbers in the Netherlands and other countries are provided through partners registered as providers there. Platform hosting and databases are in Poland (EEA); AI features use models from external providers, processed in the EU. Billing is in euro.
- Ticketing system and multichannel helpdesk — email, phone, SMS, web forms, customer portal
- Cloud telephony with IVR, ACD queues, skill-based routing, call recording and transcription
- Power and predictive dialer
- AI voice assistant — speaks English, Dutch, German and other languages; priced in an individual quote
- Complaints and RMA module, customer portal
- Integrations: Salesforce, Bitrix24, DPD, GLS and more via API; for companies with operations in Poland also BaseLinker, Shoper, IdoSell and InPost
Pricing: Basic €39, Extended €49, Complete €59 per user per month (€36, €45, €54 billed yearly). Onboarding €490 one-off. Call minutes and SMS by destination country, in your quote. Minimum two users. Pricing details
What Debesis does not have: live chat, WhatsApp, Instagram or Facebook Messenger. Support is in English and Polish.
Freshdesk and Debesis side by side
| Area | Freshdesk | Debesis |
|---|---|---|
| Ticketing and helpdesk | ✓ Very mature | ✓ Yes |
| Live chat, social media | ✓ In Omni | ✗ Not available |
| Telephony | ~ In Omni; minutes billed on top | ✓ Included — minutes by destination country |
| Skill-based routing | ~ Enterprise only ($89 / $119) | ✓ Included |
| Power and predictive dialer | ✗ Not listed | ✓ Included |
| AI agent assist | ~ Copilot +$29 per agent, from Pro | ✓ Reply suggestions and summaries in the platform |
| AI voice assistant | ~ Via AI Agent sessions | ✓ Own AI voice assistant, speaks Dutch; individual quote |
| Complaints / RMA | ~ Via general ticketing | ✓ Dedicated module |
| Onboarding | Self-service or partner | ✓ By the vendor, €490 one-off |
| Currency | USD on the published pricing page | Euro |
| Support language | English and more | English, Polish |
Freshdesk prices: freshworks.com/freshdesk/pricing and /freshdesk/omni/pricing, checked 30 September 2026, per agent per month, billed yearly. List prices without discounts. Vendors change their prices — please check before making a decision.
When Freshdesk is the better choice
- Email is your main channel and the team is small — Freshdesk Growth at $19 per agent is hard to beat on price.
- You need chat and social media in the same tool — Freshdesk Omni covers them; Debesis does not.
- You want a large app marketplace and self-service set-up without a vendor.
When Debesis is the better choice
- The phone is a serious channel — IVR, ACD queues, skill-based routing and dialers are in the plan, not behind the Enterprise tier.
- You want predictable costs — euro pricing per user, with no per-session AI charges on top of the licence.
- You handle complaints and returns — with a dedicated RMA module and SLA per case type.
- You need an AI voice assistant in Dutch that works on your own data.
- You want set-up done for you — for a one-off €490.
Summary
Freshdesk is a strong, affordable helpdesk for email-first teams, and Omni adds chat and social media. Debesis fits better when calls drive the work: call center functions, routing and ticketing sit in one plan priced per user in euro.
Want to see Debesis in practice? Book a free demo — we show the system on your own processes, with no obligation.