Freshdesk pricing explained (2026)

Freshdesk pricing combines a plan per agent per month with Freddy AI Agent sessions bought in packs. As of October 2026, Freshworks’ US pricing page lists Growth at $19, Pro at $55 and Enterprise at $89 per agent a month on annual billing. Each plan includes 500 Freddy AI Agent sessions once per account; after that, sessions cost $49 per 100.

This guide is for the support lead or founder of an online store who runs Freshdesk, or is budgeting for it. Every price below comes from Freshworks’ own Freshdesk pricing page, its Freshdesk Omni pricing page and the Freshdesk help centre, read in US dollars on 26 October 2026. Freshworks also bills in EUR, GBP, AUD and INR, and local prices differ. For how the Freshworks products fit together, start at our Freshdesk hub.

Source: Freshworks’ Freshdesk pricing page, USD, as of October 2026. The monthly prices are the ones the page shows when you switch its toggle to Monthly.

What does Freshdesk cost in 2026?

Freshdesk costs $19 to $89 per agent a month on annual billing, as of October 2026, plus the Freddy AI Agent sessions you use after the first 500 and any add-ons. A three-agent team on Growth pays $57 a month in seats. A twenty-agent team on Pro pays $1,100. Session packs, Copilot and other add-ons come on top.

Freshworks’ plans article says each subscription plan “is charged on a per-agent basis”, and Freddy AI is sold as add-ons on top. That gives you three lines to forecast:

• Seats: your plan price times the number of agents.
• AI usage: Freddy AI Agent sessions beyond the one-time 500, bought in packs of 100.
• Add-ons: Freddy AI Copilot per agent, plus day passes, connector app tasks and MCP actions.

Annual billing costs less per agent than monthly. Freshworks labels the annual option “Save 20%”. On the listed prices, monthly billing is about 20% above annual, which puts annual about 17% below monthly: $19 against $23 on Growth, $55 against $66 on Pro and $89 against $107 on Enterprise.

What are the Freshdesk pricing plans?

Freshworks’ pricing page lists three Freshdesk plans in October 2026: Growth, Pro and Enterprise. Growth covers ticketing, the shared inbox, a customer portal and knowledge base. Pro adds a multilingual help desk, custom dashboards, intelligent routing and multiple SLA policies. Enterprise adds Freddy AI Insights, skill-based routing, a sandbox and audit logs. All three include Freddy AI Agent.

• Growth ($19, or $23 monthly): “Launch AI-powered service over email”. Ticketing and a shared inbox, the customer portal and knowledge base, out-of-the-box analytics, threads and tasks, roles and permissions.
• Pro ($55, or $66 monthly): “Scale AI-powered service across your business”. Adds the multilingual help desk, custom dashboards and reporting, intelligent routing, multiple SLA policies and external collaborators. Freshworks marks it “Most popular”.
• Enterprise ($89, or $107 monthly): “Deliver enterprise-grade, AI-powered service”. Adds Freddy AI Insights, skill-based routing, a sandbox, audit logs, and allowed domains and IP whitelisting.

For what happens to a ticket inside Freshdesk, see our guide to Freshdesk tickets.

How is Freddy AI billed?

Freddy AI is sold as two add-ons. Freddy AI Agent, which answers customers, is billed per session: 500 sessions are included once per account on Growth, Pro and Enterprise, then $49 per pack of 100, as of October 2026. Freddy AI Copilot, which helps your agents, is $29 per agent a month billed annually, on Pro and Enterprise. Freddy AI Insights is included on Enterprise.

Sources: Freshworks’ Freshdesk pricing page and its help article on Freddy AI add-ons, read on 26 October 2026.

What counts as a Freddy AI Agent session?

A session is “a unique interaction between an end-user and an AI Agent”, in the words of the pricing page FAQ. Freshworks counts it by time window, not by message: on email, the FAQ defines a session as a 72-hour window from the customer’s first email, and all AI replies inside it count once. On chat, Freshworks’ add-ons article counts all interactions within 24 hours from the start of the conversation.

• Email AI Agent: one session per 72-hour window, however many emails go back and forth. It runs on both Freshdesk and Freshdesk Omni.
• Chat AI Agent: one session per 24 hours from the start of the conversation. Within Freshdesk, the same article says the Chat AI Agent is “available only in Freshdesk Omni”. Freshchat, sold on its own, also runs Freddy AI Agent on chat, on its own price list.
• Not tied to a resolution: the definition refers to interactions with the AI agent and does not mention the outcome. On that definition, a ticket the AI agent starts and your team finishes would also count as a session, so forecast sessions from the conversations the AI agent joins, not only from the ones it resolves.

Freshworks’ session consumption report sits behind a customer login, so we could not read it for this guide.

How do session packs work?

You buy Freddy AI Agent sessions in packs of 100 at $49, as many as you need, under Admin, Plans and Billing. Packs are added for your current billing cycle and expire with it: the pricing FAQ says that if you pay quarterly, “your sessions will also expire quarterly”. Unused sessions do not carry into the next cycle.

The 500 included sessions are a one-time allowance, not a monthly one. The plan cards say “first 500 sessions included”, and the FAQ adds that this “is limited to once per account”. The add-ons article describes them as a one-time complimentary 500 sessions for new customers. Once they are used, every session comes from a paid pack.

Freshdesk can top up sessions automatically when your balance falls below a threshold, 50 sessions by default; auto-recharge needs an online payment method. The same help article says “1 pack = 100 sessions” for purchases and “1 pack = 50 sessions” as the default auto-recharge volume. Ask Freshworks which applies before you rely on auto-recharge for a forecast.

What does Freddy AI Copilot cost?

Freddy AI Copilot is $29 per agent a month billed annually, or $35 billed monthly, as of October 2026, and is offered on Pro and Enterprise. You do not need it for every agent: the FAQ says it “can be purchased and assigned to any number of agents of your choice”. Day passes are not available for Copilot.

Copilot drafts and refines replies, summarises conversations, translates live in 60+ languages and suggests similar tickets and articles. Buying one Copilot licence also turns on Freddy AI Insights for the account. For what Freddy does for a store, see our Freddy AI guide.

Freshdesk or Freshdesk Omni: which price applies?

Freshdesk is the email-first edition and Freshdesk Omni the multichannel one, which Freshworks’ plans article describes as managing “email, chat, social media, and more” from a unified inbox. Omni costs $29, $79 and $119 per agent a month on annual billing, or $35, $95 and $143 monthly, as of October 2026. Session packs are the same $49 per 100 on both. Within Freshdesk, the Chat AI Agent runs only on Omni.

Source: Freshworks’ Freshdesk pricing and Freshdesk Omni pricing pages, USD, per agent a month, read on 26 October 2026.

For a store that wants Freddy to answer on web chat or WhatsApp, the Omni price is the one to budget. Our Freshdesk Omni guide covers what the edition adds and how it compares with Freshchat.

What does Freshdesk cost at 1,000, 5,000 and 10,000 tickets a month?

With published prices only, a store pays about $204 a month at 1,000 tickets, $1,285 at 5,000 and $2,570 at 10,000 on annual seats, before Copilot. These are illustrations built on our own assumptions, not Freshworks quotes:

• The Freddy AI Agent joins 30% of tickets, and each of those tickets is one session.
• Team sizes of 3, 10 and 20 agents. Growth for the three-person team, which mainly needs email ticketing; Pro from ten agents, the tier that adds intelligent routing and multiple SLA policies and can take the Copilot add-on. This is our choice, not a Freshworks recommendation.
• Seats billed annually at list price; the monthly-billing and Omni rows show the alternatives.
• The one-time 500 included sessions are left out of the monthly totals, because they do not recur; the first-month row shows what they change.

Prices from Freshworks’ Freshdesk pricing and Freshdesk Omni pricing pages in USD, as of October 2026. Team sizes, annual billing and the 30% rate are our assumptions, not Freshworks figures; the sums exclude tax, day passes, connector app tasks and MCP actions.

The arithmetic is the same in every column: seats are agents times the plan price; sessions are tickets times 30%; packs are sessions divided by 100, rounded up; the AI line is packs times $49. On Freshworks’ definition, a session covers AI replies within 72 hours of the customer’s first email, so an email thread the AI agent is still answering after that window can use more than one session; allow for long threads in your own numbers.

At 10,000 tickets a month, every extra 10 percentage points of tickets the AI agent joins adds 1,000 sessions, or 10 packs, which is $490 a month at these prices.

The 500 included sessions are worth 5 packs, a one-time $245 off the AI line, and Freshworks does not say whether any left unused after the first month lapse; at 1,000 tickets, 200 of them are still unused after month one.

Copilot on monthly billing is $35 per agent, so $350 for 10 agents and $700 for 20.

What else should you budget for?

Beyond seats, sessions and Copilot, Freshworks lists per-use add-ons on every Freshdesk plan, and the billing terms decide when you pay and what expires. The table lists the add-ons on Freshworks’ US Freshdesk pricing page in October 2026.

Source: Freshworks’ Freshdesk pricing page and Freshdesk Omni pricing page, USD, read on 26 October 2026.

• Billing cycle: the pricing page shows annual and monthly prices; the plans article also lists quarterly and half-yearly billing, without published prices for those cycles.
• Seat changes: agents you add are charged pro rata for the rest of the billing cycle. Upgrades apply at once with a pro-rata charge; downgrades take effect at the end of the current cycle.
• Cancellation: the pricing FAQ says there are no cancellation fees, and a cancellation takes effect at the end of your term.
• Payment: the pricing FAQ lists Visa, Mastercard, Discover and American Express and says “We do not accept PayPal”; the plans article lists credit cards, bank transfer and PayPal. Check with Freshworks’ billing team if it matters to you.
• Tax: the plans article says subscription charges exclude taxes unless stated.
• Currency: only trial accounts can change currency; after you upgrade, the currency is fixed unless billing changes it for you.

How do you forecast your Freshdesk bill?

Forecast a Freshdesk bill from your ticket volume, not your seat count alone. Count the agents who need a full seat, estimate how many conversations the Freddy AI Agent will join in a peak month, divide by 100 and price the packs at $49. Then add Copilot for the agents who need it, and the per-use add-ons.

1. Edition: pick Freshdesk if your AI agent only needs email, Omni if it needs chat inside Freshdesk.
2. Seats: multiply agents by the plan price, annual or monthly; cover occasional helpers with day passes.
3. Peak volume: on monthly billing, size packs for your busiest month, such as Black Friday or a sale; on annual billing, packs last the year, so total the year’s sessions.
4. Sessions: count every conversation the AI agent joins, resolved or handed over, and allow for email threads that run past 72 hours.
5. Packs: divide sessions by 100, round up and multiply by $49; remember packs expire with the billing cycle.
6. Add-ons: add Copilot per agent on Pro or Enterprise, and connector tasks or MCP actions if your workflows use them.
7. Check the terms: ask Freshworks how auto-recharge sizes its packs and which payment methods apply to your account.

For a store, the useful number is the cost of each resolved ticket at your own mix of order, return and delivery questions. If you are weighing other help desks, our Freshdesk alternatives guide and Freshdesk vs Zendesk comparison cover the field, and our Zendesk pricing guide sets out the other side of that comparison.

Where does Engaige fit?

Engaige (that’s us) is the e-commerce-native AI support agent that plugs into the Freshdesk you already run, actually resolves across your stack and keeps improving itself. Keep your helpdesk. Replace the AI. Behind the agent is Engaige AI, which learns from your conversations and inputs, configures your support agent and shows which policies it used.

How it is priced. Engaige is a flat monthly fee tied to your ticket volume, predictable as you scale. You keep your Freshdesk plan for your team; Engaige works inside it through our Freshdesk integration, with no migration of tickets, macros or history.

How it works in Freshdesk. Engaige is live in Agent Assist in hours. Every reply your team sends is compared with what the agent suggested, one of the signals Engaige AI learns from, and it proposes changes with its reasoning for you to approve. Ticket types go autonomous one at a time; once autonomous, Engaige takes the action, replies to the customer and closes the ticket in Freshdesk.

Built for the store. Freshdesk is a general-purpose help desk; Engaige is built for e-commerce. It reasons in the order lifecycle: where an order is, whether it can still change, whether a return is inside the window. On Shopify it combines live Admin API data with the marketing content from your storefront, and takes native actions such as refunds, cancellations and address changes. At Otrium, Engaige resolves 60% of 120,000 annual tickets end to end.

Frequently asked questions

How much does Freshdesk cost per agent?

As of October 2026, Freshworks’ US pricing page lists Growth at $19, Pro at $55 and Enterprise at $89 per agent a month on annual billing, or $23, $66 and $107 billed monthly. Freshdesk Omni costs $29, $79 and $119 on annual billing.

Is there a Freshdesk free plan or free trial?

The pricing page lists no free plan; it offers a 14-day free trial of the Enterprise plan, and Freshworks’ free trial page says no credit card is required. Separately, the help centre describes a Free Program for Freshdesk, not Omni: up to two agents, free for six months, after which you upgrade to a paid plan.

How are Freddy AI Agent sessions counted?

Per time window, not per message. An email session is a 72-hour window from the customer’s first email; a chat session, available on Freshdesk Omni, covers all interactions within 24 hours. The first 500 sessions are included once per account, then sessions cost $49 per 100, as of October 2026.

What does Freddy AI Copilot cost?

Freddy AI Copilot is $29 per agent a month billed annually, or $35 billed monthly, as of October 2026. It is an add-on on Pro and Enterprise, and you can assign it to as many or as few agents as you choose.

Does annual billing cost less than monthly?

Yes. Pro costs $55 per agent a month paid yearly against $66 paid monthly, and Freshworks labels the annual option “Save 20%”. On the listed prices, annual billing is about 17% below monthly on every plan.

What does Freshdesk cost for 10,000 tickets a month?

With 20 agents on Pro, annual seats and the Freddy AI Agent joining 30% of tickets as one session each, published prices add up to $2,570 a month: $1,100 in seats and $1,470 in session packs, before Copilot and other add-ons. Your own team size and AI rate change the sum.

Can I keep Freshdesk and use Engaige?

Yes. Engaige plugs into the Freshdesk you already run and replaces the AI on your tickets, with no migration. It is priced as a flat monthly fee tied to your ticket volume, predictable as you scale. Keep your helpdesk, replace the AI.