Freshdesk pricing in 2026: plans, Omni, Freddy AI sessions and what 5 to 30 agents pay

The Freshdesk pricing page says $55 per agent on Pro, yet your bill is far higher. Freshdesk Omni for chat and WhatsApp, Freddy AI sessions after the one time free 500, and Copilot make up most of the gap.

Below are full bills for 5, 15 and 30 agents and a straight answer on the free plan. Deskwoot is ours, so its bill is here too, with its limits.

Freshdesk pricing at a glance

Monthly bill: 5 agents on annual billing, Copilot for all, AI on 300 of 1,000 conversations, after Freddy's free sessions (worked out below).

Prices per agent a month in US dollars, from Freshworks' pricing pages for Freshdesk and Omni and from our own pricing page, checked on October 28, 2026.

• At 15 agents on Omni Pro, with Copilot for all and Freddy working on 30% of 3,000 conversations, the bill is $2,061 a month once the free sessions are used up.
• The pricing page shows no free plan. The help center describes a Free Program for up to 2 agents that ends after 6 months.

Plan prices

Freshdesk, the email help desk, costs $19, $55 or $89 per agent a month on Growth, Pro and Enterprise. Freshdesk Omni adds full live chat, WhatsApp and Instagram for $29, $79 or $119.

The pricing page opens on annual prices, and the toggle says "Save 20%". The 20% matches how much more you pay month to month. Measured from the monthly price, the saving is closer to 17%: Growth goes from $23 to $19.

Annual billing also means one invoice for the year, so 15 agents on Freshdesk Pro is $9,900 at once.

Add-on prices

Copilot and Voice show annual prices here. Paid monthly, Copilot is $35 and Voice is $18, $47 or $83.

Freshdesk or Freshdesk Omni? Pick by channel

Freshworks sells 2 products with the same 3 plan names, and the pricing pages say little about which channels each one gets.

The channel rows below come from Freshworks' getting started guide for Omni in its help center. The phone row comes from the pricing pages, and the Free Program row from Freshworks' help article on the Free Program.

What the move to Omni costs

Moving from Freshdesk to Omni costs $10 more per agent on Growth, $24 on Pro and $30 on Enterprise, billed annually. For 15 agents on Pro that is $360 a month, or $4,320 a year.

You buy one product for the whole account and pay for every agent in it. Switching later moves every seat to the Omni rate, including agents who only answer email.

If WhatsApp or real live chat is on your list for next year, price Omni now.

The parts of a Freshdesk bill

Seats and billing cycles

You pay for each agent in the account. Freshworks' help article on plans lists 4 billing cycles: monthly, quarterly, every 6 months and annual. The pricing page only shows monthly and annual.

Changing the number of seats works like this:

• When you add agents in the middle of a cycle, you pay pro rata for the days left and the seat works right away.
• To remove seats, you first delete the agents, and the lower price applies after that.
• Upgrades start immediately with a pro rata charge.
• Downgrades and cancellations wait for the end of your term.

Freshworks charges no cancellation fee, but on an annual contract the end of the term can be 11 months away. Prices exclude tax, and once you pay for a plan, your currency is fixed.

Day passes

A day pass gives an occasional agent access for one day without a full seat. Copilot does not work on day passes.

• Freshdesk Growth, Pro and Enterprise: $2, $7 or $12 a day
• Omni Growth, Pro and Enterprise: $5, $10 or $15 a day

On Freshdesk Pro a seat costs $55 a month on annual billing and a pass costs $7. So someone who helps on 7 days a month or fewer is cheaper on passes.

The line sits at 9 days on Freshdesk Growth, 5 days on Omni Growth and 7 days on every other plan. Freshworks pitches passes for sudden spikes in traffic and for bringing in a specialist for one task.

Freddy AI Agent sessions

The AI agent that answers customers is on every paid plan and billed by the session: 500 free once per account, then $49 per 100. This is where most Freshdesk bills drift, so it gets its own section below.

Freddy AI Copilot

Copilot is the assistant inside the ticket. It drafts and rewrites replies, summarizes long threads, translates live, sorts conversations by customer sentiment and suggests similar tickets and articles.

It costs $29 per agent a month billed annually, or $35 monthly, and you can only add it on Pro or Enterprise. You decide which agents get a license.

Freshworks' help article on Freddy add-ons adds that buying at least 1 Copilot license turns on Freddy AI Insights for the whole account.

For 15 agents, Copilot for everyone is $435 a month. That is more than half of what the 15 Freshdesk Pro seats cost.

Usage add-ons

• Connector app tasks cost $80 per 5,000. You use them whenever one of Freshworks' prebuilt connector apps syncs data with another tool.
• MCP actions are for AI tools that work inside your help desk through MCP, the protocol many AI assistants use to act in other apps. Growth includes 1,200 a year, Pro 6,000 and Enterprise 12,000, then you pay $15 per 1,000.

Voice

Voice is for Omni only: $15, $39 or $69 per agent a month billed annually, or $18, $47 or $83 monthly.

According to Freshworks' help article on the Voice add-on:

• the voice plan has to match your Omni plan
• you cannot buy more voice licenses than agent licenses
• each account gets 2,000, 3,000 or 5,000 free incoming minutes a month

Other usage follows Freshworks' separate call rates page.

Freddy AI pricing in plain words

What one session is

Freshworks defines a session as one interaction between a customer and the AI agent within a time window:

• Email AI agent: 72 hours from the customer's first email. Every AI reply inside those 72 hours belongs to the same session, however many emails go back and forth.
• Chat AI agent, on Omni only: everything within 24 hours from the start of the conversation.

Nothing in that definition depends on whether the AI solved the problem. A session where Freddy answers once and hands the customer to a person counts just like one it closes alone.

For a budget, count 1 session for each conversation the AI agent works on. Then add a margin for email threads that run past 72 hours.

Freshworks' pages do not say how an AI reply after the 72 hours is counted, so ask your account manager before you budget for long threads.

The 500 free sessions come once

The FAQ on the pricing page says the 500 free sessions on Growth, Pro and Enterprise are limited to once per account. The help article on Freddy add-ons calls them a one time gift for new customers with a paid plan.

They do not refill each month. Some guides that rank for this search say otherwise: Gorgias' guide describes 500 sessions per month on Pro, and the one on HelpDesk.com says 500 in each billing cycle. Plan with Freshworks' own wording.

How long the 500 last depends on your volume. A team of 5 where Freddy works on 100 conversations a month gets 5 free months. A team of 15 where it works on 900 a month runs out before the first month ends.

Packs of 100 sessions

After the free 500, you buy packs at $49 per 100 sessions, as many as you like.

Freshworks says a pack's validity follows your payment cycle: if you pay quarterly, your sessions expire quarterly. On monthly billing, sessions you did not use are gone at the end of the month, so the unused part of your last pack is lost.

Auto recharge

Auto recharge buys new packs when your balance drops below a threshold, 50 sessions by default, and you choose how many packs each recharge adds. Freshworks offers it so the AI agent does not stop when sessions run out.

If Freddy answers customers before a person does, turn it on and check the count every month.

Is there still a free Freshdesk plan?

Not one that lasts. The pricing page shows no free card. It offers a 14 day trial of Enterprise, and after that you pick a plan and pay by card, or the account is suspended.

The Free Program: 6 months, 2 agents

Freshworks' help center tells a fuller story. After the trial, a Freshdesk account (not Omni) can join the Free Program, free for 6 months with up to 2 agents.

It covers ticketing across email and social, ticket dispatch, a knowledge base and ticket trend reports.

Moving from the trial to the Free Program removes some features and their settings, and once you upgrade to a paid plan you cannot go back. After 6 months, or with a third agent, you need a paid plan.

An older page still shows Free

A third Freshworks page, the free vs paid comparison, still shows Free for up to 2 agents next to paid plans under the heading "Starting at $15/month".

The $15 does not match the $19 Growth price on today's pricing page, so treat that page as out of date.

For a team of 5 to 30 agents, there is no free Freshdesk. Use the 14 days to test with your real ticket volume, then budget for a paid plan.

What 5, 15 or 30 agents pay

The bills below use annual billing and assume each agent handles 200 conversations a month, so the team handles 1,000, 3,000 or 6,000. For AI, they count 1 Freddy session for each conversation the AI agent works on, at 10%, 30% or 60% of volume.

Email only

Seats only, per month. Multiply by 12 for the annual invoice: 15 agents on Pro is $9,900 a year.

Email, chat and WhatsApp on Omni

Adding Freddy: month 1 vs month 6

This table shows only the Freddy AI Agent line. Month 1 uses the 500 free sessions; month 6 is what every later month looks like.

Copilot comes on top if you want it, on Pro or Enterprise: $145 a month for 5 agents, $435 for 15 and $870 for 30.

Month 6, all lines together

• 5 agents on Freshdesk Pro, Copilot for all, Freddy on 30%: $275 + $145 + $147 = $567 a month.
• 15 agents on Omni Pro, Copilot for all, Freddy on 30%: $1,185 + $435 + $441 = $2,061 a month. Over the first year, with the free sessions used in month 1, that adds up to $24,487.
• 30 agents on Omni Enterprise, Copilot for all, Freddy on 60%: $3,570 + $870 + $1,764 = $6,204 a month.

The formula

To check a quote, add these lines for one month:

1. Agents × plan price, at the annual or monthly rate.
2. Copilot agents × $29 (Pro and Enterprise only).
3. Freddy sessions above what is left of your 500, divided by 100 and rounded up, × $49.
4. Voice agents × the voice price, plus calls beyond the free minutes (Omni only).
5. Day passes, connector tasks and extra MCP actions you expect to use.
6. Tax for your country.

Costs outside the plan cards

The add-on prices are public. What catches teams out is when they start to apply.

• One feature can move the whole team up a plan. Multiple SLA policies, custom dashboards, round robin assignment and the multilingual help desk start on Pro: $540 a month more for 15 agents coming from Growth.
• Skill based assignment, audit logs, the sandbox and IP allowlisting start on Enterprise, another $510 a month for the same 15 agents.
• Copilot is priced per licensed agent. You can license only some agents, but then the rest work without it, and every new hire who needs it adds $29.
• Adding chat or WhatsApp later means Omni for every seat: $360 a month more for 15 agents on Pro.
• Freddy's free sessions run out once, so the first months look cheaper than the rest of the year.
• Phone is a separate add-on for each voice agent, with call usage on top.
• An annual contract runs until the term ends, even if you cancel in month 2.
• The prices on the page exclude tax.

Two products, weak support

A 30 person support team that moved to Deskwoot told us about 2 more problems that no plan card shows:

• Chat ran in Freshchat next to tickets in Freshdesk. Two products made the setup bloated and expensive.
• The vendor's own support was weak.

When Freshdesk is worth the money

Freshdesk is a mature product, and for some teams the bill is fair:

• Your team works mostly by email and Growth at $19 covers what you need: ticketing, a customer portal, a knowledge base, automations and single sign on.
• You want Facebook, Instagram, WhatsApp and live chat in one inbox today. Omni covers all of them.
• You want phone numbers from the same vendor. The Voice add-on lets you buy local and toll free numbers, port the ones you have and use free incoming minutes.
• You need Enterprise controls such as a sandbox, audit logs, IP allowlisting and skill based routing.
• You often pull outside people into tickets. Pro and Enterprise include 5,000 collaborators in the plan.
• Your AI volume is low enough that the 500 free sessions last for months.

The same bill elsewhere

When you price another help desk, run the same workload through it and ask the same questions:

• What is the AI unit: a session, a resolution or a conversation? Does a handover to a person still count?
• Does the included AI refill every month, or come once?
• Is the agent assistant priced per seat or by use?
• Which of your channels are in the base plan, and which need a second product?
• Which feature you need sits on the top plan, and what does that do to every seat?

Switch from Freshdesk in one click

Paste your Freshdesk domain and an admin's API key, click Start Import, and Deskwoot brings everything over in the background. Your team keeps working in Freshdesk until switch day.

What comes over:

• every ticket, archived ones too, with all replies, private notes and attachments
• status, priority, tags, team and assignee
• contacts and companies
• groups as teams, canned responses, and ticket and contact fields
• your knowledge base
• satisfaction ratings

For 10,000 tickets, our help page estimates about 85 minutes on Freshdesk Pro and about 5.5 hours on Growth.

On switch day, click once more and only what is new comes over. The import is free on every plan, even the free Hacker plan, and changes nothing in your Freshdesk. The Freshdesk import guide has the steps.

Where Deskwoot fits

Deskwoot is our product. It puts 13 channels in one inbox, among them email, live chat, WhatsApp, Telegram, Microsoft Teams, Discord and calls from your 3CX phone system.

The 2 problems from that team, and what Deskwoot does about each:

• Two products: these channels share one inbox, and tickets (Enterprise) live in the same product, on one bill.
• Weak vendor support: when we are not in chat, we reply within 24 hours, our team reads every escalation, and we build almost every feature request at no extra charge when it helps all customers.

Seats cost $3.20, $6.40 or $9.60 per agent a month on Startup, Business and Enterprise billed annually ($4, $8 or $12 monthly). The free Hacker plan covers 1 agent.

AI is counted per conversation, and the allowance renews on the 1st of every month. Extra conversations come from a prepaid balance:

• Startup: 50 AI conversations included, then $0.07 each
• Business: 100 included, then $0.05 each
• Enterprise: 300 included, then $0.03 each

A conversation counts once a month when Fynn, our AI agent, or Copilot works on it, also when Fynn hands it to a person. Like a Freddy session, it counts the AI's work whether or not the issue gets solved.

Copilot comes with Startup and up and has no seat fee. The same teams as above, billed annually, with AI on 30% of conversations:

If your agents also use Copilot in conversations Fynn never touched, those count too. With AI on all 3,000 conversations, the 15 agents would pay $225 a month on Enterprise.

The limits are real:

• SLA policies, tickets, audit logs, custom roles and the REST API are on Enterprise only.
• On Business, imported history older than 1 year stays hidden until you upgrade.
• Phone needs your own 3CX (version 20, PRO or AI edition), and Fynn never answers calls.

Pick something else if you want to buy phone numbers from your help desk vendor.

Your Freshdesk history comes over with the one click import above, and imported conversations never count toward your monthly limit.

See a 5 agent team's Freshdesk bill next to Deskwoot.

If you decide to leave

1. Check your term under Admin, Plans and Billing. A cancellation takes effect at the end of the term, so start testing a replacement 6 to 8 weeks before it.
2. Export a backup. Freshworks' help article on exporting data sends account admins to Admin, Account, Account Details, Export data, which produces an XML file with tickets, solutions, forums and customers. The article dates from 2021, so the menu may look different in your account.
3. Check the archive. Freshdesk archives closed tickets after 120 days without activity, and they stay read only in their own view. The import above brings them over too.
4. Get an admin's API key for the import above. Freshworks' help article on API keys shows where it sits: Profile Settings, behind a View API key button.
5. Run the import once as a test while Freshdesk keeps running, then open a sample of old tickets, attachments and articles in Deskwoot.
6. Delete agents in Freshdesk before you reduce seats, and cancel so the term ends on your date.

If your renewal is coming up, test with your real data before that date.

On Deskwoot, that means a 7 day Enterprise trial with no credit card and up to 30 seats including yours.

If it is not the right fit, you stay on Freshdesk or keep the free Hacker plan. Start the 7 day Enterprise trial.