Freshservice is Freshworks’ IT service management product. It is sold as a cloud subscription in four plans for IT teams (Starter, Growth, Pro and Enterprise), plus a Core plan for managed service providers and a Pro plan for non-IT business teams.[1][9][10] The subscription is based on the number of full-time agents in the service desk. Occasional agents log in with Day Passes charged per day.[4] Requesters, the employees who raise tickets through the portal, are not licensed. The price lists quote only agents, and the Terms count as Users only the individuals authorized to use the Services.[1][2] Pro and Enterprise accounts can add Business agents for HR, Finance, Facilities and similar teams at a lower price.[6] Each plan also carries account-level allowances for automation, API use and integrations.[1]
Editions
| Plan | Public price (USD, per agent per month, billed annually) | Selected additions over the previous plan |
|---|---|---|
| Starter | $19 | Incident, knowledge and task management; support portal[1] |
| Growth | $49 | Service catalog, SLA management, on-call and cloud management; ITAM Growth with 100 Asset Units[1] |
| Pro | $99 | Problem, change, major incident, workload and release management; employee journeys[1] |
| Enterprise | Custom (“Contact us”) | Sandbox, audit logs, Freddy AI Agent (Classic), Freddy AI Insights[1] |
| Freshservice for MSPs Core | $49 | Client management, multiple SLA management, self-service portal; Day Passes as add-on[9] |
| Freshservice for Business Teams Pro | $49 | Service catalog, workspaces, journeys, document generation, project management[10] |
Occasional agents are listed on all four IT plans.[1] The Business Agent License is listed only on Pro and Enterprise, at $49 per agent per month.[1] The pricing page says a customer can upgrade at once, but can downgrade or cancel only at the end of the term.[1] This matches the Terms of Service, which bar downgrades during the Subscription Term.[2]
Account-level allowances
Several Freshservice entitlements are counted per account rather than per agent. The pricing page lists them by plan:[1]
| Allowance | Starter | Growth | Pro | Enterprise | Top-up |
|---|---|---|---|---|---|
| Orchestration transactions per account per month | 1,000 | 2,000 | 5,000 | 20,000 | $250 per 1,000, valid to end of billing cycle |
| API calls per minute | 100 | 200 | 400 | 500 | None published |
| MCP actions per year | Not included | 1,200 | 6,000 | 12,000 | $15 per 1,000 |
| Connector app tasks | Not included | Not included | One-time 500 | One-time 500 | $80 per 5,000, valid to end of billing cycle |
| E-signature credits | Not included | Not included | Add-on | Add-on | $90 per pack of 30 per account |
| Additional project management licences | Not included | Not included | $15 per user per month | $15 per user per month | None published |
An orchestration transaction is “any action taken via the App node in the Workflow Automator”.[1] Catalog proof: Orchestration transactions are counted per App-node action against a monthly account allowance.
Metrics
- Agent. The Terms of Service define “User” or “Agent” as any individual the customer authorizes to use the Services. This includes employees, consultants, contractors, agents, and third parties the customer or its Affiliates do business with.[2] Freshservice plan prices are per agent per month.[1] Freshservice support calls the standard Starter, Growth, Pro and Enterprise licence an IT agent licence.[7]
- Business agent. An agent on the Business agent add-on licence, “a purpose-built license available on Pro and Enterprise plans for business teams”.[7]
- Day Pass. The unit consumed by an occasional agent for each day of access.[3]
Counting / floors
Full-time agents (as retrieved 2026-09-27). Full-time agents are the core service desk agents who log in every day. The subscription is priced on their number.[3][4] The account is charged “only for the total number of full-time agent seats”.[5] The Terms of Service allow each agent licence one individual at a time. Credentials may be reassigned to a person who replaces a former user.[2] Catalog proof: Freshservice subscriptions are priced on the number of full-time agents; Agent credentials may not be shared by more than one individual per licence; Agent licences may be reassigned to replacement individuals.
Occasional agents and Day Passes (as retrieved 2026-09-27). Occasional agents are for people such as supervisors or visiting maintenance technicians, who log in at irregular intervals. Any number of them may be added without a monthly charge.[3] Each consumes one Day Pass for every day it logs into the agent portal. The pass expires at the end of the day (00:00), “irrespective of the time when you first logged in”, and remaining time does not carry over. End of day follows the occasional agent’s own time zone.[3] Using an occasional agent’s API key in Workflow Automators, integrations or custom apps also consumes a Day Pass.[3] Day Passes are bought in bulk under Admin > Day Passes. Freshservice gives three free Day Passes at sign-up, and Freshservice for MSPs does the same.[1][9] Catalog proof: An occasional agent consumes one Day Pass per day of agent-portal access; Occasional agents are unlimited and not charged monthly; Using an occasional agent's API key in automations consumes a Day Pass.
The price of a Day Pass depends on the plan. Freshservice support publishes this table, with prices exclusive of taxes:[3]
| Plan | USD | EUR | GBP | AUD | INR | BRL | ZAR |
|---|---|---|---|---|---|---|---|
| Starter | 3 | 3 | 2 | 4 | 199 | 15 | 50 |
| Growth | 7 | 6 | 5 | 10 | 465 | 39 | 119 |
| Pro | 14 | 12 | 11 | 20 | 929 | 79 | 240 |
| Enterprise | 18 | 15 | 14 | 26 | 1195 | 100 | 305 |
| Essentials | 5 | 5 | 5 | 7 | 399 | Not listed | Not listed |
The Essentials row refers to a plan that no longer appears on the current pricing page.[1] Catalog proof: Freshservice Day Pass price depends on the plan.
The Day Pass acts as a break-even threshold. At list prices, a Growth occasional agent who logs in on seven days in a month costs the same as a full-time Growth agent billed annually ($49). On Pro the break-even is about seven days ($99 against $14 a pass). This is arithmetic on the published prices, not a Freshworks statement.
Business agents (as retrieved 2026-09-27). The Business agent add-on is available on Freshservice Pro and Enterprise. It is sold only to accounts in Employee Support Mode, not to accounts in MSP mode.[6][5] Its list price is USD 49, EUR 49, GBP 44, AUD 74 or INR 3,999 per agent per month.[6] Business agents work mainly in business workspaces. They cannot administer IT workspaces, and their access to IT workspace data is limited.[6] The comparison table lists no Business-agent access to problems, changes, releases, alerts, assets, on-call, workload, contracts or purchase orders. In IT workspaces, Business agents can view tickets and add private notes but cannot be assigned tickets.[7] Occasional agents can only be IT agents: “Agents that consume Business agent add-ons cannot be added as occasional agents”.[3][6] SKU: Freshservice Business Agent License add-on. Catalog proof: Business agent add-on is available only on Pro and Enterprise in Employee Support Mode; Business agents are limited to business workspaces; Business agents cannot be occasional agents.
Automatic licence allocation. In accounts with workspaces, Freshservice assigns a licence automatically when a requester is added to a workspace as an agent.[5] The order depends on the workspace type:
| Workspace | First choice | Then | Then |
|---|---|---|---|
| IT template, or blank with IT business function | IT full-time licence | IT occasional licence | None |
| HR, Finance, Facilities, Legal or General template, or blank with a business function | Business licence | IT full-time licence | IT occasional licence |
Because IT full-time licences are the fallback for business workspaces, a shortage of Business licences can consume the more expensive IT licence.[5] Catalog proof: Freshservice allocates licence types automatically by workspace type.
Changes during the term. Agent licences and add-ons can be added during a billing period. The Plans & Billing page shows a Prorated Transaction Value for the rest of the period. Freshworks’ example is a second Enterprise agent added mid-period on a monthly plan, charged at half the monthly licence cost.[8] Reductions are not allowed. The Terms of Service bar customers from reducing their User count or downgrading their Service Plan during the Subscription Term. Renewal is at the same number of Users unless notice is given at least 30 days before expiry.[2] Catalog proof: Agents added mid-term are charged pro rata; User and Asset Unit counts cannot be reduced during the Subscription Term; Service Plans auto-renew at the same number of Users unless notice is given 30 days before expiry.
Virtualization & partitioning
Not applicable to agent licences. Freshservice is hosted by Freshworks, and agents are counted as individuals whatever the device they use. Virtual machines matter only for IT asset management, where they consume Asset Units. See Freshservice IT asset management licensing.
Cloud / BYOL
Freshservice is a Freshworks-hosted service with a choice of data center location on all plans.[1] There is no bring-your-own-license option. Purchases through resellers and marketplaces follow the Channel Partner provisions of the Terms of Service.[2]
Programs
- Managed Services Provider Services. Freshservice for MSPs is the MSP offering. Under the Supplemental Terms, an MSP’s use of MSP Services to serve its own end-customers is not a breach of the Terms’ use restrictions. The MSP is solely responsible for keeping each end-customer’s data separate.[11] The Freshservice pricing page lists an MSP mode on the Growth, Pro and Enterprise plans.[1] Business agent add-ons are not available in MSP mode.[6] Catalog proof: MSP Services may be used to serve the MSP's own end-customers.
- Freshservice for Business Teams. A separate Pro plan at $49 per agent per month for teams running employee service outside IT. Its add-ons include Freddy AI Copilot, e-signatures, connector app tasks, orchestration transaction packs, Day Passes and business projects.[10]
- Free trial. Freshservice offers a 14-day trial with unrestricted access to all features.[1] Trials are Free Services under the Early Access Programs and Free Services terms.
Out of scope
This article does not cover IT asset management capacity (Asset Units and managed asset packs), Freddy AI add-ons or Freshdesk. Those are covered in Freshservice IT asset management licensing, Freshworks Freddy AI licensing and Freshdesk licensing. Monthly-billing prices, which the pricing page shows only behind a toggle, and negotiated Enterprise prices are not recorded.