Please navigate to Admin -> Account -> Plans and Billing, and you would be able to see your current plan and the number of agents you're subscribed to. Kindly note that you would have to be an "Account Administrator" in order to see the account settings.
You would be able to change your plan here to explore the features on the same.
There was a revamp of features and pricing for the plans in Jan 2017 and we will not be able to switch back to the older versions of Freshdesk as they have been deprecated.
To upgrade your plan, please head to Admin -> Account -> Plans and Billing.
There, you would find the different plans along with the provision to specify the number of agents, kindly select the "Choose the plan" option to proceed with your upgrade.
If you are on an Offline mode of payment (non-credit card method), you won't be able to edit your plan from the UI. In that case, please get in touch with Freshdesk Support (firstname.lastname@example.org) and your plan will be upgraded accordingly.
Please reach out to email@example.com in order to change the invoice address. Kindly give us the details about the email address to which it has to be changed so that the invoices could be routed accordingly.
Note: Only one invoice address is allowed per account.
This means that you're on the old Sprout plan, which is free for 3 agents forever.
If you are looking to add more agents or upgrade to a higher plan, then you would have to enter your credit card details to pay for the extra agents based on the plan.
To find more information on plans and features, go to http://freshdesk.com/pricing.
The account you have with us contains information that you would want a record of and maybe report on in a different tool. For this, please navigate to Admin -> Account -> Account Details -> Export data. This allows you to get the entire data in your account which includes your tickets, solutions, forums and the list of customers in the form of XML. Please have this converted into a readable script at your end with the assistance of developers.
Kindly note that an Account Administrator is one who would be able to access the accounts tab which would allow one to export account information, access billing or buy day passes.
Account admin can follow the steps mentioned in this video to export the data
Go to Admin -> Account -> Account Details >Export data > click on the Export button on this page, to receive the data. The export of the entire helpdesk data can be accessed from Accounts > Accounts exports.
Kindly note that an Account Administrator is one who would be able to access the accounts tab which would allow one to export account information, access billing, or buy day passes.
To view previously exported data from your helpdesk, please navigate to the Admin> Accounts exports. From here, you can see the export history.
You can also see the progress of downloads and directly download the file from this page.
A window pops up when you click on the Details button which provides details about the export. The agent can easily see information like the selected time period, ticket fields, contact fields, company fields and other information from here.
The plans and billings would be available under Admin > Accounts. This would only be accessible by the account admin of the account. If you do not see this panel you can check who the account admin is by moving to Admin > Team > Agents and the agent's whose profile you are not able to edit would be the account admin.
Please go to Admin -> Account -> Account Details to change the primary contact details listed here. Kindly note that you would be able to make changes to Name, Email address, and phone details.
You would be able to access account settings only if you are an "account administrator" on the portal.
Please send an email to Freshdesk support (firstname.lastname@example.org) and we would change your company name from the backend.
Refer to the links below for detailed comparison of various plans, its features and pricing:
Freshdesk has paid plans which enable you to get the most out of your support portal, however, you could always test the waters with our free plan called the Sprout plan.
To activate the free Sprout plan:
Please navigate to Admin -> Account -> Plans and billing to choose sprout from the list of plans.
Click on the Select Plan button under Sprout. Note that your total will show $0. Once done, you would be able to see the updated pricing page stating that you are in the free plan.
If you want to add more agents (full-time or occasional agents), you will need to provide your credit card details. by clicking on 'enter' payment details to add more agents or to upgrade your current plan.
After providing your details, kindly click on Change plan to choose the number of agents you want to have. You can refer to this link for a brief comparison of the various plans we offer to make an informed decision.
The trial period would be available for 21 days and you would be able to switch between any plan in those 21 days. However, once it has been downgraded to the Sprout plan, you can use it for free for unlimited agents. And if you would like to move to the paid version, you can reach out to email@example.com and the change will be done immediately.
Access to 'Account Settings' will only be available to agents who have the Account Administrator role associated with their access.
Navigate to Admin > Account settings > Account and add the email address to which the invoices need to be sent under the 'Send Invoices to' option. This contact will get monthly and yearly invoices.
Write to firstname.lastname@example.org if you need help with respect to billing and invoices.
Account administrators (your role on the portal) would be able to download their Freshdesk account invoices from within the helpdesk.
Please navigate to Admin -> Account -> Plans and Billing -> View Invoices from where you could download them.
Kindly note that this is available only for online payments that have a registered card on the portal. For accounts with offline modes of payments (bank transfers and PayPal), contact email@example.com and we would be able to send them over.
Refer to the article to know more about Freshcaller call rates.
Please note that you could have only one primary email address listed in the Account under Admin -> Account Details for receiving invoices from your account.
You could always contact us (firstname.lastname@example.org) regarding this so that we could send the invoice to another email address from our end.
In the free plan, you can add only 10 agents/users.
To add a day pass to your account to login as an occasional agent, please navigate to Admin -> Account -> Day passes to purchase day passes in multiples of 5.
Kindly note that this option is only visible to agents with the Account Administrator role.
A day pass would be valid until the end of the day based on the agent's time zone on the accounts that are on the Pro (Garden) plan or higher. For the Free (Sprout) and Growth (Blossom) plans, the day pass would be valid until the end of the day based on the helpdesk's time zone.
There is no limit to the Occasional agents that can be added to one account, and an Occasional agent could use as many days passes as they like.
You can become of our resellers and can sign up for it from https://www.freshworks.com/company/partners/
To know the number of day passes used by an Occasional agent, please navigate to Admin -> General settings -> Agents -> Occasional agents. There, you'll find their last-logged-in information along with the day pass usage count.
Also, as an Account Admin, you would be able to see the usage in Admin -> Account settings -> Day pass and it could be further filtered by agents.
It is not advised to delete an agent profile, as you'll lose track of tickets that were assigned to the agent. Instead, it would be better to convert the full-time agent into an occasional agent.
This way, you will free up an agent seat and you can retain the record of tickets assigned to the agent. If you also want to make sure that the agent doesn't login again, you can edit the email address to a dummy email address like this: email@example.com.
Please follow the below steps to remove an agent from your helpdesk:
1. Go to Admin > Team > Agents, and click on 'Edit' corresponding to the required agent name
2. Choose the 'Occasional agent' radio button under Agent Type
3. Change the email address to a dummy email address if you do not want that user to login in the future
4. Hit 'Save'
Pro Tip - Before deleting the agent, assume their identity. Please navigate to the Tickets page and filter all tickets (open, closed, pending, resolved, etc.) that are assigned to that agent and do a Bulk Action to re-assign them to another agent. Then, you could delete the agent without having to worry about which unassigned tickets were originally assigned to them.
Note: The impact of deleting an agent is that all tickets assigned to that agent will automatically be unassigned and the agent will be converted into a customer in your Freshdesk account.
New agents can be added only if the payment mode is online, that is, if the credit card information on file is valid for payment. If you are paying offline, then you can send an email to firstname.lastname@example.org to add new agent seats.
When you export the helpdesk data from Admin -> Account -> Account Details -> Export Data, you would receive a file in the XML format. Please try extracting the file using WinRAR or WinZip.
Once you’re done extracting, try to use an XML editor and check if you are able to read the file.
To change your billing currency, please send an email to email@example.com. However if your account is on a trial period, then you can change your currency from the portal by heading to Admin > Account > Plans and billings.
As of now, only Supervisors and Admins will be able to access the reporting suite. Customers could generate manual reports using the 'Export' tab option on the ticketing section of the customer portal.
This report will contain the basic ticket parameters like ticket ID, status, description, etc. as well as the fields that are selectively displayed to the customers.
The invoices will be sent to the billing contact on file by default which would be the account admin who created the Freshdesk account. You can write to firstname.lastname@example.org in case of any further enquiries.
The spam watcher will check if more than 50 emails have been received from the same email address in the first 30 minutes; if so, upon the 51st email, the user will be deleted and all emails from them will be sent to the spam folder.
After the 60th minute, if emails are still being received from that email address, the spam watcher will block that ID and Freshdesk will not receive any further emails from them.
The new subscription charges for the subsisting period would be charged on pro-rated basis and your credit card will be charged automatically. If payments for your account is made through other accepted payment methods, corresponding invoice for proration will be generated.
If you're an Account Admin, you would have full control over helpdesk agents.
Please navigate to Admin -> Team -> Agents and click on edit next to the concerned agent who needs to receive account admin access. Kindly edit the role of the agent to give the account administrator role.
Yes, for customers whose card information is already saved on file there is an auto renewal option in the admin page of the portal. You can go to Admin > Account > Day passes and turn ON the auto renewal option. If you are paying offline, then you should write to email@example.com.
If you are paying through credit card, you can add any number of day passes from your end.
You can go to Admin > Account > Account Details > and click on 'Cancel account' under Account Status.
It would be really helpful if you share your feedback and the reason behind canceling your account with us. You can then hit the 'Request Cancellation' button on the next page and confirm the action on the following pop-up window. Note that you will have to be an 'Account Administrator' on the portal to perform this action.
You will have 24 hours before your account gets suspended, and 14 days (2 weeks) before we delete your account and account data permanently.
Note: Please make sure to export your account data before canceling your account.
Please write to your Account Manager or send in a ticket to firstname.lastname@example.org requesting for a trial extension. Kindly do mention your account details (URL, company name and such) in the email for a quick and efficient assistance.
Your Account Manager would get in touch with you to discuss the possibility of a trial extension.
Once you create your account with Freshdesk, you will receive an activation email to the email address given as "Contact Information". This activation email contains an Activation Link/Code that will authenticate your information with us.
The Administrator of the account has to visit this link to activate their Freshdesk account, by verifying the contact information.
Please write to email@example.com to change the name to whom the invoice is addressed to.
The Plans in Freshdesk are priced based on the number of agents added to your account and vary based on the billing cycle you choose.
You could also opt for an annual pricing structure for which there are slight variations in the pricing. Kindly navigate to https://freshdesk.com/pricing in order to see this for each plan.
To add new agent licenses, navigate to Admin -> Account -> Account Details-> Plans & Billing -> Choose this plan where you could increase the number of agent seats on your account.
Here, the number of agent seats would be displayed, which you could edit and click on "Proceed to Payment". After the payment is authorized, the agent seat(s) would be added to your account.
If your payment is offline, please write to firstname.lastname@example.org, with a request to increase agent seats and the number of agents you are looking to add. One of the agents from the Billing Team would get in contact with you to process your request.
If you're paying through a credit card and if the card information is on file, then you can switch to a monthly plan by heading to Admin > Account > Plans and Billing. But if you are paying offline, please drop an email to email@example.com.
Your account can get suspended either because your trial period has ended or if the payment was not successful while processing the renewal.
You would still be able to login and receive tickets, but the entire helpdesk would be on read-only mode, i.e. you would not be able to update/respond to tickets. If you are an Agent/Supervisor/Admin, you will see this error message: 'Limited access: Your account has been suspended. Contact your account administrator to reactivate'.
Account Administrators will see this error message: 'Limited access: Your account has been suspended. Click here to pay and reactivate'. Clicking on 'here' will take you (Account Administrator) to the Plans & Billings page inside your Freshdesk account.
Alternatively, you can email firstname.lastname@example.org so we can route you to the Billing team to get your account up and running.
This would be because of authorization failure from your bank, during the transaction. Please contact your bank to request them to allow the payment, which would sort this out for you.
If you continue to face this issue, kindly contact us by sending an email to email@example.com. One of our agents would get in contact with you to assist and resolve this for you.
To update your credit card details, please head to Admin > Account > Plans and billings > Account settings > Enter payment details. Once the credit card information is saved, the card will be billed automatically and invoice from our end will be sent to the billing contact on file by default.
Note: You can also notify us of any change in your credit card or other payment account information, either by updating your account or by emailing us at firstname.lastname@example.org.
Recently, we revised our Freshdesk plans and revamped the pricing structure as well. The website talks about the "new sprout" which offers unlimited agents for free. However, there are differences between the old plan and the new one in terms of features where we have removed certain features from the new Sprout plan.
Please do reach us at email@example.com for us to switch you over to the new plan upon confirming that you would be accommodative with the missing features. We would be sending the information on the features available on the new and old plan, get an acknowledgement from you and then move you over.
Kindly note that once you move to the new plan, we would not be able to switch you over to the older version.
Your account can get suspended either because your trial period has ended or if the payment was not successful while processing the renewal.
The portal will try to charge your card for renewal and if the card has expired or not authorised, the account gets suspended after 4 successive attempt on 4 successive days. In theses cases, you can email firstname.lastname@example.org so that we can extend your dunning (card-charging process) period temporarily.
You could add your credit card details within Freshdesk, under Admin > Account > Plans & Billing > Choose Plan > Proceed to payment. Once the credit card information is saved, the card would be billed automatically, for which Freshdesk would send you an Invoice.
Proration is done for the calculation of charges for the newly subscribed items (plans, agent seats or add-ons) for the remaining portion of the current billing period.
Upon upgrade, the new subscription charges for the subsisting month would be charged on pro-rated basis and your credit card will be charged automatically. If payments for your account is made through other accepted payment methods, corresponding invoice for proration will be generated.
Unless otherwise stated, the Subscription Charges do not include any taxes, levies, duties or similar governmental assessments, including value-added, sales, use or withholding taxes assessable by any local, state, provincial or foreign jurisdiction (collectively 'Taxes').
You could find our Resellers across the globe from https://www.freshworks.com/company/partners/find-partners/
This is because you already have a specific amount of full-time agents and only if one of them is made an occasional agent (who would log in using day passes) or if you delete the agent(tickets assigned to the agent would get unassigned) would you be able to decrease the full-time agent seat count under Admin > Account > Plans and Billings.
Yes, you can purchase just one agent seat and make use of the features of Freshdesk.
Yes, Freshdesk has a plan named 'Sprout' which is forever free. But it comes with limited features and functionalities. Please refer here for detailed plan comparison
Facebook integration is available from the Sprout plan where you can integrate only one Facebook page. From the Blossom plan you can integrate multiple Facebook pages to your Freshdesk account.
Go to Admin > Account > Plans and billings > change the plan to Free.
There are a few differences in the New Sprout 2017 plan when compared to the previous version of Sprout.
|New Sprout||Old Sprout|
|Agents||Unlimited||3 free agents|
|Add as Watcher||No||Yes|
Custom Ticket Views
SLA Violation Escalation
Agent Portal Rebranding
access to Custom Apps
Auto Suggest solutions on the Customer Portal while creating a new ticket
Custom Ticket Fields
Custom Company Fields
Custom Contact Fields
Auto Refresh Ticket List
BASIC SOCIAL = ( 1 FB account, 1 Twitter handle, no keyword streams/search)
You cannot have different agents in different plans. Since the plans and the features are account-based you will have to purchase all the agent seats in the same plan.
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