Accounts - Plans & Billing

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. 

Please reach out to support/billing@freshdesk.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.

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

https://www.youtube.com/watch?v=DTa_LDg8vng&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=11

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.

Refer to the links below for detailed comparison of various plans, its features and pricing: 

https://freshdesk.com/pricing

https://freshdesk.com/helpdesk-features

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 billing@freshdesk.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 billing@freshworks.com if you need help with respect to billing and invoices.

Refer to the article to know more about Freshcaller call rates. 

In the free plan, you can add only 10 agents/users.

You can become of our resellers and can sign up for it from https://www.freshworks.com/company/partners/

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 billing@freshworks.com to add new agent seats.

To change your billing currency, please send an email to billing@freshworks.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.

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 billing@freshworks.com in case of any further enquiries.

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.

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 billing@freshworks.com. 

If you are paying through credit card, you can add any number of day passes from your end.

To change the billing date please write to billing@freshworks.com.

Please write to your Account Manager or send in a ticket to sales@freshdesk.com 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 billing@freshworks.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. 

Yes, to use this payment option, you should have a PayPal Business account. Our PayPal ID is paypal@freshdesk.com. Please write to billing@freshworks.com for further information.

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 billing@freshdesk.com, 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 billing@freshworks.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 support@freshdesk.com so we can route you to the Billing team to get your account up and running.

The different modes of payments are credit card payments, bank transfer and PayPal.

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 billing@freshdesk.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 billing@freshworks.com.

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 support@freshdesk.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 billing@freshworks.com 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.

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.

You can choose only one plan to an account and avail its features.

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

The feature to add a vanity URL is available only from the Blossom plan and therefore if the account is downgraded to the Sprout plan, you will not be able to make use of the Vanity URL.

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.

We recently revised the plans and pricing for Freshdesk and in the new one, the sprout plan doesn't support apps. Here is the link to the features that are available in the new plans: https://freshdesk.com/helpdesk-features

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
Split Tickets	No	Yes
Add as Watcher	No	Yes
Traffic Cop	No	Yes
Custom Ticket Views	No	Yes
Shared Views	No	Yes
Supervisor	No	Yes
Observer	No	Yes
SLA Reminder	No	Yes
SLA Violation Escalation	No	Yes
Email Commands	No	Yes
Assume Identity	No	Yes
Agent Portal Rebranding	No	Yes
access to Custom Apps	No	Yes
Auto Suggest solutions on the Customer Portal while creating a new ticket	No	Yes
Custom Ticket Fields	No	Yes
Reporting on Custom Fields	No	Yes
Custom Company Fields	No	Yes
Custom Contact Fields	No	Yes
Custom Statuses	No	Yes
Auto Refresh Ticket List	No	Yes
Occasional Agents	No	Yes
BASIC SOCIAL = ( 1 FB account, 1 Twitter handle, no keyword streams/search)	Yes	No

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.