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Accounts - Plans & Billing

Where can I see my current plan?

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. 


How to switch back to Sprout 2016 plan?

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. 

How to upgrade my plan in Freshdesk?

Subscription upgrades can only be performed by the Account Administrators of your Freshdesk account by following the steps below.

  1. Navigate to Admin from the menu. Under Account, click on Plans and Billing.

  2. You will find the different plans and the provision to specify the number of agents. Select the "Choose the plan" option to proceed with your upgrade.

  3. For online payments using a credit card, check your order summary, account, and billing information, and provide your credit card details to complete the payment

  4. For offline payments please reach out to billing@freshdesk.com and support@freshdesk.com with your plan upgrade details.

    How to upgrade your plan or subscription in Freshdesk?


Refer to this article to know how you can try a higher plan before upgrading.

Is it possible to change the invoice address?

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.

Why does Freshdesk ask for credit card information when I click on upgrade?

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.

How do I export the data in my 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



How do I export my helpdesk data?


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


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.




I can't find plans and billing menu

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.

How do I change the details of the primary contact?

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. 

How can I change the company name in my Freshdesk account?

Please send an email to Freshdesk support (support@freshdesk.com) and we would change your company name from the backend.

Pricing and features

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

https://freshdesk.com/pricing

https://freshdesk.com/helpdesk-features

How to activate the free plan in Freshdesk?

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 (previously Sprout).

 

To activate the Free plan:

Please navigate to Admin -> Account -> Plans and billing to choose Free from the list of plans. 


Choose the Free plan. 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.



Is sprout free, or is it a 14-day trial?

The trial period would be available for 14 days and you would be able to switch between any plan in those 14 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.

How do I get an invoice for my account?

Here are some simple steps to help you get your account invoice:


1. Access your Account Details: 
To access your account details, you need to have the Account Administrator role associated with your access. Once you have access, navigate to Admin > Account > Account Details.


2. Add email address: 
Under the 'Send Invoices to' option, add the email address to which you want the invoices sent. This contact will receive monthly and yearly invoices.


3. Contact billing support: 
If you need any help with billing or invoices, you can write to billing@freshworks.com. Our billing support team will be happy to assist you with any queries you may have.


Where can I download invoices for my account?

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 support@freshdesk.com and we would be able to send them over. 


What are the charges for call?

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

Can I get invoices on more than one email address?

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 (support@freshdesk.com) regarding this so that we could send the invoice to another email address from our end. 

How many users does the free plan allow?

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

How do day passes work, and how can I add one to my account?

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. 


How do I promote and sell Freshdesk?

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

How can I find out the number of day passes used by an occasional agent?

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. 

What are the best practices to delete an agent without losing their ticket details?

Sometimes, agents in your organization may leave or move to a different department. In such cases, you can delete those agents after transferring ownership of their tickets to other agents. When you delete an agent from Freshdesk, all tickets assigned to that agent are automatically unassigned, and the agent will be available as a contact in your Freshdesk Account.

Here are two ways to remove an agent without losing their associated ticket details.

Converting an agent to an occasional agent.

You can convert a full-time agent into an occasional agent instead of deleting them and then edit the email address to a placeholder email address like: xyz@example.com. This way, you can free up an agent seat and retain the record of tickets assigned to the agent. Here’s how you can do it.

  1. Navigate to Admin. Choose Team and then click on Agents.

  2. Click on the Edit option next to the required agent name.

  3. Under the Edit Agents page, choose the Occasional Agent radio button as the Agent type.

  4. Update the email address to a placeholder email address say, xyz@example.com. 

  5. Click on Update agent to save the changes. 


    How to convert to an occasional agent in Freshdesk?

Assuming the identity of the agent

As an Administrator, you can assume the agent's identity before deleting the agent and perform a bulk action to re-assign their associated tickets to another agent. You can then delete the agent without worrying about the unassigned tickets initially assigned to them.


For a detailed demonstration, please watch the video on Youtube on how to delete agents in Freshdesk.



 


Why am I not able to add new agent seats?

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.


Why am I unable to unzip or open the XML file?

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.


How to change my billing currency?

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.


What would be the best way to have our customers view reports based on Response and Resolution SLAs for their tickets?

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.



How do I get my invoice for this month?

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.


How does the spam watcher in Freshdesk work?

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.


By leveraging a variety of techniques and filters, we effectively prevent spam and unwanted messages from reaching your helpdesk. It's essential to note that our methods and features may have evolved since then. However, here are some common techniques we employ:

  • Bayesian Filtering: We use Bayesian filtering, which is a statistical approach. It learns from previous spam patterns and user feedback to categorize incoming emails as spam or non-spam. As it processes more emails, it becomes better at identifying spam.
  • CAPTCHA: To prevent automated bots from submitting spam tickets, we have CAPTCHA challenges that require users to prove their humanity by solving visual puzzles or answering questions.
  • Email Verification: When customers create new tickets via email, we send an email verification link to confirm the legitimacy of their email address. This ensures that only genuine email addresses can submit tickets.
  • Blacklist and Whitelist: You have control over a blacklist to block specific email addresses or domains known for sending spam. Additionally, you can create a whitelist of trusted sources to ensure important emails aren't marked as spam.
  • Ticket Filter Rules using automation: You can set up custom ticket filter rules/automation to automatically handle incoming tickets based on specific criteria. These rules help identify potential spam tickets for appropriate handling.
  • Spam Notifications: We flag incoming tickets that appear to be spam and notify agents, so they can review and take necessary actions.
  • Machine Learning: We leverage machine learning algorithms to analyze various ticket attributes and identify patterns consistent with spam or legitimate queries.

Please remember that spam filtering is an ongoing process, and we continuously improve our filters to keep up with evolving spam tactics.

I need to know how will I be billed if I add full-time agents on annual billing?

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.


How do I transfer account admin access?

Only another Account Administrator can grant the Account Administrator Role to an agent in Freshdesk. If you are already an Admin in your helpdesk, you can identify the Account Admin by navigating to Admin, Team, Agents, and the profile you cannot edit will be that of the Account Admin.

As an Account Admin, you can provide your account admin access to another agent by following the steps below.

  1. Navigate to Admin. Click on Team and then select Agents.

  2. Click on Edit next to the agent to whom you wish to transfer the account admin access.

  3. Go to the Roles section under the Edit Agent page.

  4. Select Account Administrator option from the dropdown.

  5. Click on Update agent to save the changes.

    How to provide your account admin access to another agent?

Now, this agent is also an Account Admin and has all the helpdesk accesses, including managing the accounts and billing. 


Here is a video demonstration to learn more on how to change organization admin in Freshdesk.

If you have any further questions or clarifications, please drop an email to support@freshdesk.com and our Product Specialist will be happy to assist you.


Can day passes be added automatically?

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.

How do I delete or cancel my account?

Account cancellations can be performed by the Account Administrators of your Freshdesk account,

  • 24 hours before Freshdesk suspends your account and 

  • 14 days (2 weeks) before Freshdesk permanently deletes your account and account data.


Also, you can no longer sign in to your account or access account data after cancellation; however, the cancellation should take effect from the next billing cycle. For example, if you cancel your subscription today, but your billing ends only in the next 5 days, you can access the account for the next 5 days.

So make sure to export your account data before canceling your Freshdesk account, and depending on the data in the helpdesk, the export can take up to 10 business days.


As an account administrator, here's how to cancel your Freshdesk account.

  1. Navigate to Admin from the menu. Under Account, click on Account Details.

  2. Under the Account Status section, click on the Cancel account button.

  3. Please select a reason for canceling your Freshdesk account, like budget constraints or feature asks, and help us with your feedback to improve your support experience. 

  4. Next, click on the Cancel account button to confirm your cancellation.

    How to cancel or delete Freshdesk account?

If you wish to reactivate your Freshdesk account, please reach out to support@freshdesk.com within 14 days of account cancellation. 

How can I change the date I am being billed every month?
To change the billing date please write to billing@freshworks.com.


How do I extend my Trial with Freshdesk?

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.

How does the invoicing method of payment work?
Invoicing method of payment is done by bank transfer and PayPal.


How do I activate my Freshdesk Account?

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.

How to change the name to whom the invoice is addressed to?

Please write to billing@freshworks.com to change the name to whom the invoice is addressed to.

How am I being billed for my current plan with Freshdesk?

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. 


Can I use Paypal for payment?
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.


How to add agent licenses to Freshdesk?

As an Account Administrator of your Freshdesk account, you can add more agents by purchasing additional agent seats by following the steps below.


  1. Navigate to Admin. Under Account, select Plans and Billing.

  2. Choose the plan you're on, which displays the number of agent seats.

  3. Edit the number of agent seats you wish to add and select Proceed to Payment.

  4. Check your order summary, account, and billing information, and provide your credit card details to complete the payment.

  5. After the payment is authorized, the requested number of agent seats will be added to your account.


    How to Add agent seats in Freshdesk?


For offline payment, please reach out to billing@freshworks.com and provide the number of agents you wish to add to your account. 


The new subscription charges for the current billing period will be charged on a pro-rated basis to your credit card automatically. If you have made payments for your account through other accepted payment methods, you will receive a corresponding invoice for pro-ration.

I am currently on an Annual billing plan. How can I change it to a monthly payment?

If you're paying through a credit card and the card information is on file, you can switch to a monthly plan by following the steps below.

  1. Go to Admin > Account > Plans and Billing. 
  2. Click on Edit billing to change the billing cycle.
  3. Next to Billing, select the Monthly option from the dropdown.
  4. Click Update Plan.

    Changing the billing cycle from Annual to Monthly.
    But if you are paying offline, please drop an email to billing@freshworks.com.


Why did my account get suspended?

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.

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


Why am I receiving an email saying "Payment is Declined"?

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. 

How do I add or update my credit card details?

To update your credit card details in your Freshdesk account,

  1. Go to Admin > Account > Plans and Billings.
  2. Click on 'Proceed to payment' under the plan you wish to select and provide your card details under the Credit card information.

    Updating your credit card details in Freshdesk.
  3. To update your credit card information, click on 'Change' under the Payment Information section and provide your card details under the Credit card information section.

    Updating your credit card details in Freshdesk.
    Once the credit card information is saved, the card will be billed automatically, and an 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 emailing us at billing@freshworks.com.


The website says unlimited agents on Sprout but I cannot have more than 3 free users. Why?

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. 

Why is my account suspended?

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.



Where do I update my credit card information within Freshdesk?

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.

What are prorated charges?

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.


Does the subscription charges include tax?

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').


I'm looking for the reseller of your product

You can find our Resellers across the globe here https://www.freshworks.com/company/partners/find-partners/

You cannot subscribe to a lesser number of agents. Please delete some agents and try again.

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.

Is it possible to have an account with one user?

Yes, you can purchase just one agent seat and make use of the features of Freshdesk.

Is it possible to have multiple plans in one account?

You can choose only one plan for an account and use its features.

Does Freshdesk have a permanently free option?

Yes, Freshdesk has a plan named 'Free' (old plan is called Sprout) which is forever free. But it comes with limited features and functionalities. Please refer here for detailed plan comparison

If I switch to a free plan will I lose my vanity domain url?
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.
On which package is the Facebook integration available?

Facebook integration is available from the Free/Sprout plan where you can integrate only one Facebook page. From the Blossom/Growth plan you can integrate multiple Facebook pages to your Freshdesk account.

How do I transfer my trial to the free plan?

Go to Admin > Account > Plans and billings > change the plan to Free.

Why am I not able to see Apps in the Sprout plan?

We recently revised the plans and pricing for Freshdesk and in the new one, the Free/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

What is the difference between the old Sprout and new Sprout plans?

There are a few differences in the New Sprout 2017 plan when compared to the previous version of Sprout.



 FeaturesSprout PlanOld Sprout Plan
AgentsUnlimited3 free agents
Split TicketsNoYes
Add as WatcherNoYes
Traffic Cop NoYes
Custom Ticket Views 
NoYes
Shared Views NoYes
SupervisorNoYes
Observer NoYes
SLA ReminderNoYes
SLA Violation Escalation
NoYes
Email CommandsNoYes
Assume IdentityNoYes
Agent Portal Rebranding 
NoYes
access to Custom Apps 
NoYes
Auto Suggest solutions on the Customer Portal while creating a new ticket
NoYes
Custom Ticket Fields 
NoYes
Reporting on Custom Fields
NoYes
Custom Company Fields
NoYes
Custom Contact Fields
NoYes
Custom StatusesNoYes
Auto Refresh Ticket List
NoYes
Occasional Agents 
NoYes
BASIC SOCIAL = ( 1 FB account)
YesNo


Is it possible to have agents with different plans?

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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