Freshworks licensing is the set of terms under which Freshworks Inc. sells its cloud business software, chiefly the IT service management product Freshservice and the customer service product Freshdesk, together with the Freddy AI features built into both. All Freshworks Services are subscriptions. The Freshworks Terms of Service grant a limited, non-exclusive right to use the Services and Software for the customer’s internal business purposes, “for up to the number of Users included in the Service Plan, or as otherwise noted in the SOF”.[1] The Service Order Form (SOF), signed or completed online, states the plan, the number of Users “or other relevant quantity or metric”, the fees and the Subscription Term.[1]
Most Freshworks prices are quoted per agent per month.[3][11] Around that core metric sit several other units. Occasional agents are covered by Day Passes.[5] IT asset management is measured in Asset Units.[4] Freddy AI is sold as per-agent Copilot licences and as allowances or packs of AI Agent sessions.[9][11] Automation features also carry account-level allowances of transactions, tasks and actions.[3] For the general models, see named user licensing and subscription and consumption licensing.
Editions
Freshworks sells each product line in tiered plans. Public prices below are US dollars per agent per month, billed annually, as published on 2026-09-27.
| Product | Plans (public annual price) | Main licence unit |
|---|---|---|
| Freshservice (for IT) | Starter $19, Growth $49, Pro $99, Enterprise by quote[3] | Agent; Day Pass; Asset Unit for ITAM |
| Freshservice for MSPs | Core $49[13] | Agent; Day Pass |
| Freshservice for Business Teams | Pro $49[14] | Agent; Day Pass |
| Freshservice IT Asset Management | ITAM Growth, Pro, Enterprise by quote[4] | Asset Unit |
| Freshdesk | Growth $19, Pro $55, Enterprise $89[11] | Agent; Day Pass; AI Agent session |
| Freshdesk Omni | Growth $29, Pro $79, Enterprise $119[12] | Agent; Day Pass; AI Agent session |
Freshservice also sells a Business Agent License add-on for non-IT teams on Pro and Enterprise at $49 per agent per month.[3][6] Freddy AI Copilot is an add-on at $29 per agent per month billed annually.[9] Freshworks publishes no part numbers; catalog SKUs such as Freshservice Pro - annual and Freshdesk Pro - annual are named after the plan. Plan contents are covered in Freshservice plans and agent licensing and Freshdesk licensing.
Metrics
| Freshworks term | Catalog row | Where it applies | What Freshworks says |
|---|---|---|---|
| User or Agent | Agent | All agent-based Services | Any individual the customer authorizes to use the Services, including employees, contractors and third parties it does business with.[1] |
| Business agent | Business agent | Freshservice Pro and Enterprise | An add-on licence for non-IT teams such as HR, Finance and Facilities.[6] |
| Day Pass | Day Pass | Freshservice and Freshdesk occasional agents | One pass for each day an occasional agent logs in; it expires at the end of the day.[5] |
| Asset Unit (AU) | Asset Unit | Freshservice IT Asset Management | The licensing metric for ITAM, based on the number and type of assets managed in the CMDB.[4] |
| Managed asset | Managed Asset | ITAM Classic asset packs | The legacy asset-pack unit, being replaced by Asset Units.[8] |
| Freddy AI Copilot licence | Freddy AI Copilot license | Pro and Enterprise plans | A per-agent add-on.[9] |
| AI Agent session | Freddy AI Agent (Classic) session, Freddy AI Agent session | Freshservice Enterprise; Freshdesk | Freshservice counts a unique user interacting with the AI agent within 24 hours.[10] Freshdesk counts 24 hours for chat and 72 hours for email.[12] |
| Transactions, tasks, actions | Orchestration transaction, Connector app task, MCP action | Freshservice and Freshdesk automation | Account-level allowances and packs.[3] |
| Software License Key | Software License Key (Device42) | Device42 on-premise software | One key per Server.[2] |
Counting / floors
One individual per agent licence (Terms effective 2026-04-01). For agent-based Services, agent login credentials cannot be shared or used by more than one individual per licence.[1] Credentials may be reassigned to a new individual who replaces someone who no longer needs ongoing use. The Terms set no minimum interval between reassignments.[1] Catalog proof: Agent credentials may not be shared by more than one individual per licence; Agent licences may be reassigned to replacement individuals.
Full-time agents are what is billed. A Freshservice subscription is based on the number of full-time agents in the service desk. Occasional agents use Day Passes, charged per day.[15] Any number of occasional agents may be added without a monthly charge.[5] Catalog proof: Freshservice subscriptions are priced on the number of full-time agents; Occasional agents are unlimited and not charged monthly.
No reductions during the term (Terms effective 2026-04-01). During the Subscription Term the customer may not reduce its User or Asset Unit count or downgrade its Service Plan. Payment obligations are non-refundable “regardless of utilization”.[1] Unless notice is given at least 30 days before expiry, plans renew automatically at the same number of Users and the same Service Plan, including add-ons.[1] Catalog proof: 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.
Floors. None of the retrieved documents sets a minimum number of agents. Several entitlements are included with a plan. Freshservice Growth, Pro and Enterprise include the ITAM Growth package with 100 ITAM Growth Asset Units.[3] Freshservice Enterprise includes 1,200 Freddy AI Agent (Classic) sessions per licence per year.[10] Freshdesk gives 500 free AI Agent sessions once per account.[11] Asset Units are sold in packs of 500.[4]
Virtualization & partitioning
Agent licences do not depend on infrastructure, because Freshservice and Freshdesk are hosted by Freshworks. Virtualization matters only where assets are counted. Under the Asset Unit model, one server, virtual machine or network device costs 4 Asset Units, and one container or function costs half an Asset Unit.[4] Freshworks publishes no host-based alternative for virtual machines. Catalog proof: Servers, virtual machines and network devices consume 4 Asset Units each; Containers and functions consume half an Asset Unit. The on-premise Device42 software is licensed per Server. It is “in use” on a Server when loaded into temporary memory or installed in permanent memory.[2] See Freshservice IT asset management licensing and, for the cross-vendor background, virtualization and partitioning.
Cloud / BYOL
Freshworks Services are hosted, and the customer has no right to a copy of the underlying code except for downloadable Software in object code.[1] No bring-your-own-license mapping applies. Customers may buy through an authorized reseller or a third-party marketplace, called a Channel Partner. Use then remains subject to the Terms of Service, and fees are payable to the Channel Partner.[1] Catalog proof: Channel Partner purchases remain subject to the Terms of Service.
Programs
- Freshworks Terms of Service subscription (effective 2026-04-01). The umbrella agreement for all Services. In a conflict, the SOF prevails, then the Supplemental Terms, then the Data Processing Addendum, then the Terms.[1] Changes to the Terms take effect at the customer’s next renewal or new SOF, unless Freshworks specifies otherwise.[1] Catalog proof: Order of precedence: SOF, Supplemental Terms, DPA, Terms of Service; Changes to the Terms of Service take effect at the next renewal or new SOF.
- Managed Services Provider Services (effective 2026-03-06). The Terms forbid making Freshworks Technology available to third parties other than Users and End Users.[1] The Supplemental Terms make an exception for MSP Services. An MSP may use them to serve its own end-customers, but must keep each end-customer’s data separate.[2] Catalog proof: Freshworks Technology may not be made available to third parties other than Users and End Users; MSP Services may be used to serve the MSP's own end-customers.
- Early Access Programs and Free Services. Beta, alpha, early-access and free-of-charge services are provided as-is. Freshworks’ liability for them is capped at 100 USD.[2] Freddy AI Agent Studio is offered to Freshservice Growth, Pro and Enterprise customers on this basis through 2026-09-30 (as retrieved 2026-09-27). See Freshworks Freddy AI licensing.
- Purchases from Channel Partners. Resellers and marketplaces sell under the Terms of Service. Service credits and refunds may be paid by the Channel Partner in proportion to the fees paid to it.[1]
- ITAM Classic to Freshservice IT Asset Management upgrade. Existing asset-pack customers move to the Asset Unit billing model at their first renewal after upgrading. ITAM Classic is planned to be discontinued in December 2028.[8]
Contract terms
Affiliates. A customer’s Affiliates may buy directly by signing their own SOF. Each such SOF creates a new and separate agreement with the signing Freshworks entity.[1] Catalog proof: Affiliate orders create separate agreements.
Renewal pricing. Freshworks adjusts fees at renewal and must give at least 30 days’ notice. Earlier discounts and price protections lapse if the customer reduces its number of Users, its Service Plan or add-ons, or its contract terms.[1] Catalog proof: Renewal fees are adjusted and discounts lapse if quantities or plans are reduced.
Plan changes by Freshworks. Freshworks may add or remove features, functions and entitlements. It will not materially decrease the overall functionality of the Services and Service Plans during a Subscription Term, except for security or legal reasons.[1] Catalog proof: Freshworks will not materially decrease plan functionality during the Subscription Term.
Exit. After termination or expiry, Customer Data is available for export for 14 days from account closure. Freshworks may keep it for up to three months before deleting it.[1] Catalog proof: Customer Data is available for export for 14 days after account closure.
Audit. The Terms of Service contain no general licence-audit clause. Usage is measured in the product: for example, Day Pass usage history, Copilot licence consumption through roles, and session counters under Plans and Billing.[5][10] The FireHydrant Services terms are an exception. They provide for usage monitoring, true-up of chronic over-usage, and an audit at most once in 12 months.[2] Catalog proof: FireHydrant Services: chronic over-usage is billed as a true-up; FireHydrant Services: audits at most once a year; audit costs shift above 5% underpayment.
Out of scope
This article does not cover Freshworks CRM products (Freshsales, Freshsales Suite, Freshmarketer), Freshchat as a standalone product, or professional services under the Freshworks Professional Services Agreement. It also leaves out the Data Processing Addendum, telephony charges under the Communication Services terms, and prices in currencies other than US dollars except where the cited documents give them. Negotiated SOF terms, such as custom Enterprise prices or multi-year commitments, are not public and are not recorded.