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 -> Export now. 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.
You have two accounts with us for a kind of workflow where you are handling two different companies that use Freshdesk. You want this company's tickets moved to the other so that you could handle it within one account.
We do facilitate this process with the assistance of the migrations team which would take about one week or two depending on the data in your portal and also the queue of projects at their end.
Please write to us (support@freshdesk.com) about your request of migration and we would be collecting information about the data that needs to be migrated and the time frame convenient for you to allow us to process this.
Please contact us (support@freshdesk.com) with the account details and the URL to which it has to be changed so that we could implement this from the backend. Before these changes are executed, kindly make a note of the following:
- The old URL would not be accessible once the change is made at our end - so you would want to inform your customers about this as well.
- Please make the necessary changes in the forwarded to address under Admin -> Support channels -> Email and also ensure that this reflects in the forwarding set up in your mailbox.
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 settings -> 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.
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 would receive an activation email, to the email address given as "Contact Information". This activation email would contain an Activation Link/Code that would authenticate your information with us.
The Administrator of the account would have to click on this like to activate the account with Freshdesk, by verifying the contact information.
The Plans in Freshdesk are priced at /agent/month basis. So, based on the number of agents added to your account, the pricing would vary and you would be billed each month accordingly.
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.
Please find the pricing for each plan in Freshdesk:
Sprout - $0 - Unlimited Free Agents
Blossom - $25/agent/mo
Garden - $44/agent/mo
Estate - $59/agent/mo
Forest - $99/agent/mo
Please navigate to Admin -> Account Settings -> Plans & Billings -> 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.
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.
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.
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.
You could add your credit card details within Freshdesk, under Admin-->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.
