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.
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 > Plans & Billing.
2. Add email address:
Click 'All' under 'View Invoices'. Under the 'Send Invoices to' option at the right hand side, 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.
Refer to the article to know more about Freshcaller call rates.
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.
Invoicing method of payment is done by bank transfer and PayPal.
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.
As an Account Administrator of your Freshdesk account, you can add more agents by purchasing additional agent seats by following the steps below.
Navigate to Admin. Under Account, select Plans and Billing.
Choose the plan you're on, which displays the number of agent seats.
Edit the number of agent seats you wish to add and select Proceed to Payment.
Check your order summary, account, and billing information, and provide your credit card details to complete the payment.
After the payment is authorized, the requested number of agent seats will be added to your account.
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.
If the payment is completed but you cannot add agents, please contact our support team for assistance.
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.
- Go to Admin > Account > Plans and Billing.
- Click on Edit billing to change the billing cycle.
- Next to Billing, select the Monthly option from the dropdown.
- Click Update Plan.
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 in your Freshdesk account,
- Go to Admin > Account > Plans and Billings.
- Click on 'Proceed to payment' under the plan you wish to select and provide your card details under the Credit card information.
- 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.
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.
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').
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 for an account and use its features.
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 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.
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 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
There are a few differences in the New Sprout 2017 plan when compared to the previous version of Sprout.
Features | Sprout Plan | Old Sprout Plan |
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) | 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.