TABLE OF CONTENTS

• About our products and plans
• Subscription Plans
  • Activate a plan
• Manage Subscriptions
  • View subscription details
  • Add or remove agent seats
  • View invoices
  • Change billing cycle
  • Purchase Freddy add-ons
• Upgrade or downgrade plans
  
  

Freshdesk offers flexible pricing plans designed to scale with your business as it grows. Whether you’re starting with a single support channel or managing multichannel operations, our plans provide the flexibility to choose what fits your team’s size, budget, and complexity.

About our products and plans

We offer two core products that differ by capabilities and channel support:

• Freshdesk Omni (Most Popular)
  Freshdesk Omni is our multichannel support platform that allows you to manage customer interactions from email, chat, social media, and more, all from a unified inbox.
• Freshdesk (Email-first)
  Freshdesk is ideal for teams that primarily manage support through email. It provides the foundational ticketing, collaboration, and automation tools required to deliver efficient customer service.

Subscription Plans

Both Freshdesk Omni and Freshdesk offer three flexible plans - Growth, Pro, and Enterprise. Each plan builds on the previous one, adding more customization, automation, and AI-powered features.

You can view the complete list of features in your Plans and Billing page or our Pricing Page.

Activate a plan

When you sign up for Freshdesk or Freshdesk Omni, you start with a 14-day trial that provides full access to all product features. After the trial, you can continue using the product by enrolling in the Free Program or by purchasing a paid plan.

Trial period

Every new account starts with a 14-day free trial that includes:

• Full feature access: You can try automation, AI capabilities, analytics, and multichannel support.
• Plan comparison: Switch between Growth, Pro, and Enterprise to determine which plan suits your business best.
• Unlimited testing: Add agents, configure workflows, and explore integrations without restrictions.

During the trial period, you can track plan differences from either the Plans & Billing page within your account or the Pricing Page.

At the end of the trial, you can purchase any paid plan to continue seamlessly or move to the Free Program if you’re still evaluating.

Free program

If you are not ready to subscribe, you can switch to the Freshdesk Free Program and continue using the product at no cost for 6 months with a limited agent seat (two). The Free Program is specifically designed for small businesses and startups that want to manage customer communication while evaluating advanced features.

To join the Free Program:

1. Log in as an Admin and click Admin > Plans and Billing.
2. Click Switch plan.
   
3. Click Try out our Free Program.

Note: When you switch from a higher plan during the trial period to the Free Program, certain features and their configurations will be lost. For more information, see Explore Freshdesk Free Program.

Paid plans

Once you are ready to unlock advanced capabilities and scale your operations, you can choose a paid subscription.

To purchase a paid plan:

1. Log in as an Admin and click Admin > Plans and Billing.
2. Click Switch plan.
   
3. Select the product (Freshdesk or Freshdesk Omni).
4. Select your preferred plan and click Proceed to payment.
   
5. Enter the number of agents.
6. Select the billing cycle. The options are monthly, annual, quarterly, or half-yearly subscriptions.
7. Select the currency.
8. Click Add card and pay.
9. Enter your billing information, card details, and click Subscribe.

After successful payment, your plan will be immediately active. You can view your invoice on the Plans and Billing page, and it will also be sent to the email address you have registered.

Manage Subscriptions

Once you have purchased a plan and have an active subscription, you can view and manage all aspects of your product subscription directly from the Plans & Billing page. 

You can:

• Add more agents
• Purchase add-ons
• Upgrade or downgrade plans
• Change billing cycles
• View invoices

View subscription details

1. Log in as an Admin.
2. Go to Admin > Plans and Billing.
   
3. From this page, you can:
   • View your current plan details
   • Check billing frequency (monthly or annual)
   • Review active add-ons and agent count
   • Manage invoices and payment history
   • Auto-recharge subscription.

Add or remove agent seats

Your subscription cost is determined by the number of active agent seats in your plan. 

When you add or remove agents:

• Charges will be calculated pro rata for the remaining days in your billing cycle.
• New agents are activated immediately once added.
• When reducing the number of agents, ensure you delete the extra agents from your account first. The updated cost applies only after the extra agents are removed.

To add agent seats:

1. Go to Admin > Plans and Billing.
2. Click Manage Subscriptions.
3. Enter the number of additional agents you want to add.
4. Review the updated total price and click Update plan.
5. You can now invite and add more team members to your account. For details, see Add or Edit Support Agents.

To remove agent seats:

1. Go to Admin > Plans and Billing.
2. Click Manage Subscriptions and adjust the number of active agent seats.
   
3. Click Update plan.

Note: Before reducing seats, ensure you have removed extra agents from Agent configuration so that you don’t exceed your available seats.

View invoices

Your invoice will be automatically sent to your registered email address based on your billing cycle. Alternatively, you can view the invoice directly from the Plans and Billing page.

To view your invoice:

1. Go to Admin > Plans and Billing.
2. In your current subscription plan card, click View Invoices.
3. You can view and download the invoices.
   
4. To change your email address, add the new email address in the right pane and click Update.
   
   

Change billing cycle

You can choose to subscribe to paid plans on a monthly, quarterly, half-yearly, or annual basis. 

1. Go to Admin > Plans and Billing.
2. Click Manage Subscriptions.
3. Select the billing cycle from the top-right corner.
   
4. Click Update plan.

Once updated, your next payment cycle will follow the new billing frequency.

Purchase Freddy add-ons

Add-ons help you extend the functionality of your plan without changing your core plan tier. Freshdesk offers the following add-ons:

• Freddy AI Agent
• Freddy AI Copilot

For more details, see Manage Freddy AI Ad-ons.

Upgrade or downgrade plans

Easily switch to a higher or lower plan at any time, based on your business needs.

You can:

• Upgrade to a higher plan: The upgrade will be applied immediately, and you’ll be charged a pro-rata amount for the remaining period in your current billing cycle.
• Move to a lower plan: The change takes effect after your current billing cycle ends.

While switching plans, you can also update your agent count and add-ons (for example, Freddy AI Agent packs or Freddy Copilot agent licenses).

Note: When reducing the number of agents or removing add-ons, ensure you delete the extra agents from your account first.

For example, if you reduce your agent seats from 5 to 2, remove two agents from your account. The lower subscription cost applies only after the extra agents are removed.

1. Go to Admin > Plans and Billing.
2. Click Manage Subscriptions.
3. Switch to a higher or lower plan to upgrade or downgrade.