Freshdesk is Freshworks' help desk, sold in two versions: standalone Freshdesk for email ticketing, and Freshdesk Omni, which adds chat, phone and messaging. Freshdesk starts at $19 per agent per month on annual billing and Omni at $29. The Freddy AI Agent is sold in packs of 100 sessions for $49, and a session is charged whether or not the AI solves the customer's problem.
Bottom line
- Best for: Budget-conscious teams that want EU hosting and a cheap per-agent entry price
- Not for: Teams that want to pay for AI only when it actually resolves a conversation
- Price from: $19 per agent per month
- The catch: Freddy AI Agent sessions are used up whether or not the issue gets resolved, and the price per session is now several times what Freshworks' own June 2025 price list showed: $49 per 100 sessions, against $100 per 1,000 then.
Score breakdown
Freshdesk scores 8.0 out of 10 on rubric v1.0. The rubric rates list prices and public documentation, not hands-on performance.
From $100 to under $150 per agent per month. Computed: $109 per agent per month at 10 agents.
Plan prices and AI prices are public, but the billable unit, the minimums or the overage rules are not fully defined in writing.
Everything in level 4, plus a published statement on whether customer data trains AI models and which AI sub-processors are used.
Self-serve trial with no mandatory fees; no free plan and no documented import tool.
Email, live chat, a help center, native phone and native messaging, with the agent interface documented in both German and Spanish.
Everything in level 4, plus a documented HIPAA business associate agreement and a published list of sub-processors.
Strengths
- Low entry price: Freshdesk Growth costs $19 per agent per month on annual billing.
- EEA data hosting can be chosen at sign-up on any plan, with no surcharge documented.
- Occasional agents are free to add and pay by day pass ($2 a day on Growth, with 3 free passes), and Pro and Enterprise include up to 5,000 collaborators who can add notes.
- Freddy AI Copilot can be bought for only the agents who need it, at $29 per agent per month.
- Freshworks publishes its own euro and pound price lists, and every plan and AI add-on has a public price.
Weaknesses
- AI Agent sessions are billed per conversation window, not per resolution, so unresolved chats and even bot previews cost money.
- List prices have risen since June 2025: Growth went from $15 to $19, Pro from $49 to $55 and Enterprise from $79 to $89.
- Standalone Freshdesk is email-first; chat, phone and WhatsApp need Freshdesk Omni, which costs $29 to $119 per agent.
- Copilot is not sold on Growth, and the multilingual help center and collaborators start at Pro.
- The terms forbid cutting seats or downgrading mid-term, fees are non-refundable, and Freshworks may raise fees at each renewal with 30 days' notice.
Pricing
Standalone Freshdesk costs $19 (Growth), $55 (Pro) and $89 (Enterprise) per agent per month on annual billing, or $23, $66 and $107 monthly. Freshdesk Omni costs $29, $79 and $119 on annual billing. These prices are higher than Freshworks' own price list dated June 2025, which showed $15, $49 and $79 for Freshdesk and $69 and $109 for Omni Pro and Enterprise; Omni Growth did not change. We found no announcement of the rise from Freshworks, and the old PDF is still online, so third-party price data often shows the lower figures. On top of seats come Freddy AI Copilot at $29 per agent (Pro and Enterprise), AI Agent session packs at $49 per 100, and metered MCP actions at $15 per 1,000 beyond the yearly allowance.
| Plan | Billed annually | Billed monthly | Key limits and included AI |
|---|---|---|---|
| Freshdesk Growth | $19 per agent per month | $23 per agent per month | Email-first ticketing with a knowledge base. No multilingual help center, no collaborators, API at 100 calls a minute and 1,200 MCP actions a year. 500 one-off AI Agent sessions; Copilot cannot be added. |
| Freshdesk Pro | $55 per agent per month | $66 per agent per month | Adds the multilingual help center, custom dashboards, multiple SLA policies, 5,000 collaborators and 6,000 MCP actions a year. 500 one-off AI Agent sessions; Copilot available as an add-on. |
| Freshdesk Enterprise | $89 per agent per month | $107 per agent per month | Adds skill-based routing, sandbox, audit logs and IP allow-listing, and is the plan required for a HIPAA agreement. Freddy AI Insights included; Copilot is an add-on. |
| Freshdesk Omni Growth | $29 per agent per month | $35 per agent per month | Email, chat, phone and messaging in one workspace. 500 one-off AI Agent sessions; no Copilot. |
| Freshdesk Omni Pro | $79 per agent per month | $95 per agent per month | Omnichannel with the multilingual help center, advanced analytics and external collaborators. Copilot available as an add-on. |
| Freshdesk Omni Enterprise | $119 per agent per month | $143 per agent per month | Adds skill-based routing, custom objects, sandbox and audit logs. Freddy AI Insights included; Copilot is an add-on. |
AI and paid add-ons
| Add-on | Price | Source |
|---|---|---|
| Freddy AI Copilot (Pro and Enterprise only; any number of agents) | $29 per agent per month | Source |
| Freddy AI Agent sessions (pack of 100) | $49 per pack | Source |
| MCP actions (per 1,000 beyond the yearly allowance) | $15 per pack | Source |
| Connector app tasks (per 5,000) | $80 per pack | Source |
| Day pass for an occasional agent (Growth) | $2 one-time | Source |
True cost at 3, 10 and 50 agents
| Plan | Seats and plan | Agent-assist add-on | AI resolutions | Monthly total | per agent | |
|---|---|---|---|---|---|---|
| 3 agents · Entry tier | Freshdesk Growth | $57 | $0 | $98 | $155 | $52 — No agent-assist add-on is sold on this plan. |
| 10 agents · Mid tier | Freshdesk Pro | $550 | $290 | $245 | $1,085 | $109 |
| 50 agents · Mid tier | Freshdesk Pro | $2,750 | $1,450 | $1,225 | $5,425 | $109 |
Freshdesk: entry tier is Freshdesk Growth, mid tier is Freshdesk Pro, top tier is Freshdesk Enterprise (standalone Freshdesk, not Omni). Copilot costs $29 per agent and is not available on Growth. AI Agent sessions are priced at $49 per pack of 100 with none included monthly, and because sessions count whether or not they resolve, the real bill is higher than the resolutions entered here suggest. Freshdesk pricing explained · Help desk true-cost calculator
AI features and how they are billed
Freshdesk sells two kinds of AI. Freddy AI Copilot helps agents draft and summarise; it costs $29 per agent per month on annual billing ($35 monthly), can be assigned to any subset of agents, and is sold on Pro and Enterprise only. The Freddy AI Agent answers customers on chat and email and is billed by the session: every interaction between one customer and the AI within 24 hours on chat, or within 72 hours of the first email, counts as one session. Sessions are used up whether or not the issue is resolved, and previews of the bot count too. Each account gets 500 free sessions once, not every month; after that you buy packs of 100 for $49, which expire at the end of the billing cycle. Auto-recharge adds a pack when fewer than 50 sessions remain. That works out to $490 per 1,000 sessions, against $100 in Freshworks' June 2025 price list. See whether you need the AI add-on.
Key facts
- Vendor
- Freshworks
- Founded
- 2010
- Headquarters
- San Mateo, United States
- Pricing model
- Per seat, plus AI usage
- Price from
- $19 per agent per month
- Free plan
- No
- Free trial
- Yes
- Mandatory extra fees
- No
- Channels
- Email, Live chat, Phone, WhatsApp, Social messaging
- Agent interface languages
- 49 languages · German: Yes · Spanish: Yes
- EU data hosting
- Yes
- UK data hosting
- No
- HIPAA (BAA available)
- Yes
- Certifications
- ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 2 Type 2, SOC 1 Type 2, SOC 3, Cyber Essentials Plus, CSA STAR Level 1, EU-US Data Privacy Framework (with UK Extension), HIPAA BAA (Enterprise plan only)
- Integrations
- Slack, Microsoft Teams, Jira, Shopify, HubSpot, Stripe
- Named customers
- iPostal1, Hobbycraft, Woolacombe Bay, Ryan Specialty
Data hosting and compliance
Freshworks hosts data in the US, the EEA, the UAE, India and Australia, and the region is chosen at sign-up on any plan; there is no UK region. The trust center lists SOC 2 Type 2 and ISO 27001 and 27701, and a HIPAA business associate agreement is available on Enterprise only, with required security settings. Freddy's generative features run on Microsoft Azure OpenAI, and some features are fine-tuned on the customer's own data per account, which customers can opt out of. Freshworks publishes a data processing agreement and a sub-processor list; the agreement notes that data may be stored in or outside the EU depending on the Freshworks product, so confirm the region for every product you add.
Vendor claims vs named-customer figures
| Figure | What it measures | Who says so | Source |
|---|---|---|---|
| 80% | "Up to" AI resolution rate claimed on the Freshdesk product page | Freshworks — Vendor claim | Source |
| 71% | Share of new enterprise deals that include Freddy AI Copilot, per Freshworks' Q2 2026 results | Freshworks — Vendor claim | Source |
| 54% | Share of iPostal1's queries resolved with AI, from a customer tile on Freshworks' site | iPostal1 — Named customer, published by the vendor | Source |
| 30% | Share of Hobbycraft's queries handled by AI, from a customer tile on Freshworks' site | Hobbycraft — Named customer, published by the vendor | Source |
| 69% | Reduction in Woolacombe Bay's average resolution time, from a customer tile on Freshworks' site | Woolacombe Bay — Named customer, published by the vendor | Source |
| 75% | Ryan Specialty's first-contact resolution rate, from a customer tile on Freshworks' site | Ryan Specialty — Named customer, published by the vendor | Source |
| $15,412 | Median yearly contract value across Vendr's Freshworks purchases (all Freshworks products) | Vendr — Independent third party | Source |
| 14.9% | Average saving off list price Vendr reports for Freshworks purchases | Vendr — Independent third party | Source |
The vendor's "up to" resolution figure is a ceiling, not an average. The named customers report AI handling between 30% and 54% of queries, and those figures come from short tiles on Freshworks' own site rather than full case studies. Vendr's data covers all Freshworks products and predates the current list prices, so treat it as a guide to negotiating room, not to what Freshdesk costs today.
Verdict
Freshdesk is a strong fit for a small team that wants cheap email ticketing with EU hosting and can live without AI, or with AI help for a few agents. Its AI agent is where the bill gets hard to predict: sessions cost money whether or not they resolve anything, the free allowance is one-off, and the session price has risen sharply. Before you commit, compare it with Zendesk and Help Scout, and cost your own volumes in the true cost calculator.
Related pages
- Freshdesk pricing explainedpricing
- The best Freshdesk alternativesalternatives
- Zendesk vs Freshdeskvs
- Freshdesk vs Zoho Deskvs
- Freshdesk vs Help Scoutvs
- Best help desk softwarebest list
- Best help desk software for small businessbest list
- Best help desk for ecommercebest list
Frequently asked questions
How much does Freshdesk cost?
Freshdesk costs $19 (Growth), $55 (Pro) and $89 (Enterprise) per agent per month on annual billing, or $23, $66 and $107 billed monthly. Freshdesk Omni, which adds chat, phone and messaging, costs $29, $79 and $119. See Freshdesk pricing for worked examples.
Is Freshdesk still free?
Not permanently. The old free-forever plan has become a Free program: 2 agents for 6 months, after which you need a paid plan, and it comes with no AI sessions. There is also a 14-day trial of the Enterprise plan. For permanent free plans, see free help desk software.
How is the Freddy AI Agent billed?
By session, in packs of 100 for $49. A session covers one customer's conversation with the AI over 24 hours on chat or 72 hours on email, and it is charged whether or not the problem gets solved. The first 500 sessions are free once per account, and unused packs expire at the end of the billing cycle. See per-seat vs per-resolution pricing.
Did Freshdesk raise its prices?
Yes. Freshworks' own price list dated June 2025 showed $15, $49 and $79 for Growth, Pro and Enterprise; the pricing page now shows $19, $55 and $89. AI Agent sessions went from $100 to $490 per 1,000. We found no official announcement, and the terms let Freshworks adjust fees at each renewal.
Can Freshdesk store data in the EU?
Yes. You can choose the EEA data center when you sign up, on any plan, with no fee documented; moving later needs a support ticket. There is no UK region. See help desks with EU data hosting.
Sources
- Freshdesk pricing — Freshworks · September 18, 2026
- Freshdesk Omni pricing — Freshworks · September 18, 2026
- Freshworks price list (current as of June 13, 2025) — Freshworks · September 18, 2026
- Understanding Freshdesk pricing plans — Freshdesk Support · September 18, 2026
- Explore Freshdesk free plan — Freshdesk Support · September 18, 2026
- Understanding full-time vs occasional agents — Freshdesk Support · September 18, 2026
- Add and use collaborators to assist in ticketing — Freshdesk Support · September 18, 2026
- Freddy AI Agent and chatbot sessions FAQs — Freshworks Support · September 18, 2026
- Manage Freddy AI add-ons — Freshdesk Support · September 18, 2026
- Freshworks Terms of Service — Freshworks · September 18, 2026
- Manage languages — Freshdesk Support · September 18, 2026
- Where is your data (servers) located? — Freshdesk Support · September 18, 2026
- Freshworks Data Processing Agreement — Freshworks · September 18, 2026
- Freshworks sub-processors — Freshworks · September 18, 2026
- Freshworks Trust Center — Freshworks · September 18, 2026
- HIPAA configuration guide — Freshdesk Support · September 18, 2026
- The Freddy AI trust framework — Freshworks · September 18, 2026
- Freshdesk API: rate limit — Freshworks Developers · September 18, 2026
- Freshdesk upcoming changes (December 2025 to June 2026) — Freshdesk Support · September 18, 2026
- Freshdesk Omni — Freshworks · September 18, 2026
- Freshdesk apps — Freshworks Marketplace · September 18, 2026
- Freshdesk — Freshworks · September 18, 2026
- Freshworks reports fourth quarter and full year 2025 results — Freshworks · September 18, 2026
- Freshworks reports record second quarter 2026 results — Freshworks · September 18, 2026
- Freshworks pricing and buyer data — Vendr · September 18, 2026
This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: How we review