Freshdesk is Freshworks’ customer service helpdesk. Freshdesk Omni is the omnichannel edition, which adds messaging, chat and other channels to email ticketing.[1][2] Both are sold under the Freshworks Terms of Service as subscriptions priced per agent per month, in Growth, Pro and Enterprise plans.[1][5] Full-time agents require a user licence. Occasional agents do not: they consume a Day Pass on each day they log in.[3] Customers, the end users who raise tickets, are not licensed. AI is sold separately, as a per-agent Freddy AI Copilot add-on and as packs of Freddy AI Agent sessions.[1] The Freshdesk knowledge base notes that accounts which signed up before December 2025 may have a different Freshdesk Omni experience.[3]
Editions
| Plan | Freshdesk (USD per agent per month, annual) | Freshdesk Omni (USD per agent per month, annual) | Selected features |
|---|---|---|---|
| Growth | $19 | $29 | Ticketing, shared inbox or omnichannel support, customer portal and knowledge base, Freddy AI Agent (first 500 sessions)[1][2] |
| Pro | $55 | $79 | Multilingual helpdesk, intelligent routing, multiple SLA policies, external collaborators[1][2] |
| Enterprise | $89 | $119 | Freddy AI Insights, skill-based routing, sandbox, audit logs[1][2] |
The pricing pages advertise a 20% saving for annual billing over monthly billing.[1] The Freshdesk knowledge base also refers to a Freshdesk Free program limited to 2 agents. It mentions an older Sprout plan with no agent limit.[4] Its plan filter lists other earlier plan families: Blossom, Garden, Estate and Forest, and the Omnichannel (classic) plans.[3] These still govern some existing accounts but are no longer on the pricing pages.
Add-ons
| Add-on | Growth | Pro | Enterprise |
|---|---|---|---|
| Day passes (Freshdesk) | $2 per pass | $7 per pass | $12 per pass |
| Day passes (Freshdesk Omni) | $5 per pass | $10 per pass | $15 per pass |
| Freddy AI Copilot | Not listed | $29 per agent per month | $29 per agent per month |
| Additional AI Agent sessions | $49 per 100 | $49 per 100 | $49 per 100 |
| Connector app tasks | $80 per 5,000 | $80 per 5,000 | $80 per 5,000 |
| MCP actions | $15 per 1,000 | $15 per 1,000 | $15 per 1,000 |
Source: Freshdesk and Freshdesk Omni pricing pages.[1][2] Connector app tasks are consumed whenever one of Freshworks’ pre-built connector apps runs.[1]
Metrics
- Agent. A Freshdesk user who provides customer support: answering tickets, pulling reports and monitoring accounts.[3] The Terms of Service define a User or Agent as any individual the customer authorizes to use the Services. Agent credentials may not be shared by more than one individual per licence.[5]
- Day Pass. The unit an occasional agent consumes on logging in.[3]
- Freddy AI Agent session. “A unique interaction between an end-user and an AI Agent”.[1]
- Freddy AI Copilot license. A per-agent add-on that can be bought for and assigned to any number of chosen agents.[1]
Counting / floors
Full-time agents (as retrieved 2026-09-27). Full-time agents log into the helpdesk daily and require a user licence.[3] The plan limits how many agents can be added. More agents need a higher plan or extra agent seats bought under Admin > Account > Plans and Billing. Agents added during a billing cycle are charged pro rata.[4] Under the Terms of Service, the User count cannot be reduced during the Subscription Term. Renewal is at the same number of Users unless notice is given at least 30 days before expiry.[5] Cancellation takes effect only at the end of the term.[1] Freshworks recommends that the Account Administrator be a full-time agent, because that user should be able to access the portal at all times.[3] Catalog proof: Freshdesk agent seats are bought per plan; the Free program is limited to 2 agents; User and Asset Unit counts cannot be reduced during the Subscription Term.
Occasional agents and day passes (as retrieved 2026-09-27). Occasional agents log in a few times a month; the knowledge base gives the CEO or field staff as examples. They “don’t require user licenses” and may be added in unlimited numbers.[3] Each login day consumes a Day Pass valid until 23:59, and the pass does not carry over to the next calendar date. End of day follows the helpdesk time zone on Growth and the agent’s time zone on Pro.[3] Day passes are consumed only by logging into the portal. An occasional agent who replies to notification emails by email does not use a pass. After retrieving an API key from their profile, an occasional agent can use the API without spending further passes.[3] Every Freshdesk plan comes with three free day passes. Administrators can view 90 days of usage history on the Day Passes page.[3] Customers who pay by card can turn on automatic renewal of day passes; offline payers must contact Freshworks billing.[6] Catalog proof: Freshdesk occasional agents need no user licence and consume a Day Pass per login day; Freshdesk: replying by email does not consume a Day Pass.
The knowledge base publishes day pass prices in five currencies.[3]
| Plan | USD | EUR | GBP | AUD | INR |
|---|---|---|---|---|---|
| Growth | 2 | 2 | 1.5 | 3 | 149 |
| Pro | 7 | 7 | 5 | 10 | 499 |
| Enterprise | 12 | 12 | 8 | 16 | 899 |
| Growth Omnichannel | 5 | 5 | 4 | 7 | 349 |
| Pro Omnichannel | 10 | 10 | 8 | 14 | 699 |
| Enterprise Omnichannel | 15 | 15 | 12 | 21 | 999 |
At list prices, a Freshdesk Pro occasional agent costs the same as a full-time Pro agent billed annually ($55) after about eight login days in a month. The Enterprise break-even is between seven and eight days ($89 against $12). This is arithmetic on the published prices, not a Freshworks statement.
External collaborators. Pro and Enterprise include 5,000 collaborators, who are “external agents and third parties” invited to help full-time agents resolve complex issues. The feature is not included on Growth.[1][2] The pricing pages do not say that collaborators consume agent licences or day passes. Catalog proof: Freshdesk Pro and Enterprise include 5,000 external collaborators.
AI Agent sessions. Growth, Pro and Enterprise include 500 free Freddy AI Agent sessions, limited to once per account. After that, sessions are bought in packs of 100.[1] A chat session covers all interactions within 24 hours of initiation. An email session is a 72-hour window from the customer’s first email.[2] Session packs are valid for the payment cycle.[1] Freddy AI Copilot has no day-pass option.[1] See Freshworks Freddy AI licensing. Catalog proof: Freshdesk includes 500 free Freddy AI Agent sessions once per account; Freshdesk: no day passes for Freddy AI Copilot.
Virtualization & partitioning
Not applicable. Freshdesk is hosted by Freshworks, and licences are counted per individual agent, not per device or server.
Cloud / BYOL
Freshdesk Omni customers choose their data center at sign-up.[2] No bring-your-own-license option exists. Offline payments follow US dollar pricing.[1] Subscriptions bought from a retailer are handled through Freshworks billing,[4] and the Terms’ Channel Partner provisions apply to them.[5]
Programs
- Free trial. Sign-up gives 14 days of access to the Enterprise plan. After that the customer picks a plan and pays by card, or the account is suspended.[1] Trials are Free Services under Early Access Programs and Free Services.
- Freshworks Terms of Service subscription. The governing agreement for Freshdesk subscriptions, including auto-renewal, renewal fee adjustments and the 14-day data export window.[5]
Out of scope
This article does not cover Freshchat or Freshcaller as standalone products, Freshdesk Contact Center telephony charges, or Freshworks CRM products. Prices for the older Sprout, Blossom, Garden, Estate and Forest plans are not on the current pricing pages and are not recorded. Freddy AI licensing is covered in Freshworks Freddy AI licensing.