Freshdesk costs $19 to $89 per agent per month billed annually (₹1,499 to ₹7,099 in India), and Freshdesk Omni, the version with WhatsApp, Instagram and live chat, costs $29 to $119 (₹2,299 to ₹10,599). Freddy AI Agent sessions are extra once a one-time allowance of 500 is used, at $49 (₹4,299) per 100, and for a brand running AI on WhatsApp, chat and email those sessions usually cost more than the seats.
Prices checked on 27 September 2026 on Freshworks' own pricing pages and help centre, in USD and INR. Freshworks changes its packaging often, so each figure below names its source. Taxes are extra.
In short
- Price Freshdesk Omni, not Freshdesk, if you need WhatsApp, Instagram or an AI agent in chat.
- Seats are the smaller part of the bill at consumer-brand volume. AI Agent sessions, at about $0.49 each, are the larger part.
- The "$100 per 1,000 sessions" rate still quoted online comes from an older price book. The current add-on is $49 per 100.
- WhatsApp messages are billed on top: Meta's charge plus a 20% Freshworks markup. From 1 October 2026 Meta also charges for replies inside the 24-hour window.
Freshdesk or Freshdesk Omni: which product are you pricing?
Freshworks sells two customer-service products under the Freshdesk name, and the one you need decides the price.
| Freshdesk | Freshdesk Omni | |
|---|---|---|
| Built for | Teams that mostly work by email | Teams working across chat, messaging and email |
| Channels | Email, Facebook and a basic web chat | Email, web chat, WhatsApp, Facebook and Instagram in one inbox |
| Freddy AI Agent | Email AI Agent only | Chat AI Agent (WhatsApp, web chat, Facebook, Instagram) and Email AI Agent |
| Phone | Freshcaller, bought separately | Freshcaller, bought separately, or your own carrier on Pro and Enterprise |
| Free Program | 2 agents for 6 months | Not available |
Source: Freshdesk's Getting started with Freshdesk Omni and pricing plans articles. Accounts that signed up for Freshdesk before December 2025 can keep an existing WhatsApp integration.
For most consumer brands, where orders, deliveries and returns arrive on WhatsApp and Instagram as well as email, Freshdesk Omni is the product to price. It is Freshworks' route to omnichannel customer service, and it includes ticketing, so you don't buy both.
Freshdesk pricing plans (checked 27 September 2026)
All prices are per agent per month. "Annual" means billed annually; "monthly" means billed month to month.
Freshdesk Omni (pricing page)
| Plan | USD annual | USD monthly | INR annual | INR monthly | What the plan adds |
|---|---|---|---|---|---|
| Growth | $29 | $35 | ₹2,299 | ₹2,799 | WhatsApp, Instagram, Facebook, web chat and email; portal and knowledge base; reporting; 500 AI Agent sessions once |
| Pro | $79 | $95 | ₹6,599 | ₹7,999 | Intelligent routing, multiple SLAs, parent-child tickets, bring your own telephony, advanced analytics; Copilot can be added |
| Enterprise | $119 | $143 | ₹10,599 | ₹12,699 | Skill-based routing, Freddy AI Insights, sandbox, audit logs |
Freshdesk (from its pricing page)
| Plan | USD annual | USD monthly | INR annual | INR monthly | What the plan adds |
|---|---|---|---|---|---|
| Growth | $19 | $23 | ₹1,499 | ₹1,799 | Ticketing and shared inbox, portal and knowledge base, standard reports; 500 AI Agent sessions once |
| Pro | $55 | $66 | ₹4,499 | ₹5,399 | Custom dashboards, intelligent routing, multiple SLAs; Copilot can be added |
| Enterprise | $89 | $107 | ₹7,099 | ₹8,509 | Skill-based routing, Freddy AI Insights, sandbox, audit logs |
A few terms apply to both products:
- Trial and free use. Every account starts with a 14-day trial of the Enterprise plan. Freshdesk (not Omni) also has a Free Program for two agents for six months.
- Billing cycles. Monthly, quarterly, half-yearly or annual. Annual list prices are about 17% below monthly ones, although the toggle says "save 20%".
- Currency and tax. The page shows your local currency. Once you move to a paid plan the billing currency is fixed, and taxes such as GST are added on top.
- Changes and cancellation. Upgrades apply immediately and are charged pro rata; downgrades and cancellations take effect at the end of the term.
What's included and what costs extra
Every paid plan includes Freddy AI Agent, built in AI Agent Studio, with a one-time allowance of 500 sessions. Most other things that grow with volume are add-ons.
| Item | Included | Add-on price (USD / INR) | Notes |
|---|---|---|---|
| Freddy AI Agent sessions | 500 sessions, once per account | $49 / ₹4,299 per 100 sessions | Same price on Freshdesk and Omni, chat and email |
| Freddy AI Copilot (reply drafts, summaries, translation for human agents) | No | $29 / ₹2,399 per agent per month annual; $35 / ₹2,879 monthly | Pro and Enterprise only; buy it for selected agents |
| Freddy AI Insights | Enterprise plans | Comes with at least one Copilot licence | Freshdesk's add-on article says one Copilot licence opens Insights to all agents |
| MCP actions (tool calls by AI agents and connected apps) | 100 / 500 / 1,000 per month on Growth / Pro / Enterprise | $15 / ₹1,425 per 1,000 | Use above the allowance is billed as overage up to 110%, then paused |
| Connector app tasks (sync with a CRM or other app) | No | $80 / ₹6,640 per 5,000 tasks | Every action step in a sync recipe is a task |
| Day passes for temporary agents | No | Omni $5 / $10 / $15; Freshdesk $2 / $7 / $12 per day (Growth / Pro / Enterprise) | Useful for sale weeks; not available for Copilot |
| WhatsApp messages | No | Meta's charge plus 20% | Invoiced monthly; see below |
| Phone | No | Freshcaller from $15 / ₹999 per agent per month plus call charges | Or your own carrier on Omni Pro and Enterprise |
Sources: Omni and Freshdesk pricing pages; Freshdesk's articles on Freddy AI add-ons, MCP add-ons and the connector app; all checked 27 September 2026.
How Freddy AI Agent sessions are billed
Freshdesk charges for AI Agent activity by the session, not by the resolved conversation.
- Chat AI Agent (WhatsApp, web chat, Facebook, Instagram; Omni only): everything between one customer and the AI agent within 24 hours of the first message is one session.
- Email AI Agent: a session is a 72-hour window from the customer's first email. All AI replies in that window count as a single session.
- A session is billed whether or not the AI resolves the issue. A conversation the AI hands to a human agent still used a session.
- The 500 free sessions come once per account, not every month.
- Packs last for your billing cycle. A quarterly payer's packs expire each quarter, and unused sessions don't roll over. You can switch on auto-recharge so packs are added when your balance falls below a threshold (50 sessions by default).
In practice, the 24-hour rule is what moves the count on WhatsApp. A customer who asks "where's my order?" at 10am and replies at 6pm is one session. If she writes again at noon the next day about the same parcel, more than 24 hours after she started, that is a second session. Order, return and refund conversations that run over several days add sessions in the same way.
Source: Freshdesk: Purchase and manage Freddy AI add-ons and the FAQ on the Omni pricing page, checked 27 September 2026.
Why you'll see different Freshdesk AI prices online
If you've read other Freshdesk pricing guides, you'll have seen two session prices: about $0.49 and about $0.10. Only one applies to a new purchase today.
| Figure you may see | Where it comes from | Does it apply now? |
|---|---|---|
| $49 per 100 sessions (about $0.49) | Both Freshworks pricing pages and Freshdesk's add-on article, which says "each session pack includes 100 sessions and costs $49" | Yes, for new purchases, for chat and email alike |
| $100 per 1,000 sessions (about $0.10) | Freshworks' downloadable price list, which says "all pricing is current as of Jun 13th, 2025", and the legacy Freddy Self-service billing FAQ from 2020 | Not on today's pricing pages. It may still appear on an older contract |
| "Starting at $15" | The same price list, Freshworks' older free vs paid page and Google's snippet | No. Freshdesk Growth is $19 annual |
| "Each AI email reply is a session" | An older session definition | No. An email session is now a 72-hour window |
The price list is an older price book: it also shows Omni Pro at $69 and Freshdesk Growth at $15, below today's $79 and $19. When we checked the Omni page in July 2026 it still carried a $100-per-1,000 web-channel pack next to the $49-per-100 footnote. By 27 September 2026 that pack had gone, and every plan card lists "Additional AI Agent sessions" at $49 per 100.
Which applies when: budget new purchases at $49 per 100 sessions. If you already have Freshdesk, check the session packs on your Plans and Billing page or contract, because an older price book may still apply. Ask whether volume pricing is available before you plan on anything lower.
WhatsApp and phone charges
Freshworks passes on Meta's WhatsApp charges and adds a 20% markup, invoiced monthly (Freshdesk: WhatsApp pricing, checked 27 September 2026). For invoices in other currencies it converts from USD at published rates (USD to INR at 86.00).
Meta's own rules change on 1 October 2026. Until then, free-form replies inside the 24-hour customer-service window, and utility templates such as order updates sent inside it, have no Meta charge. From 1 October, Meta charges each of these per message, at the market's utility rate (Meta: upcoming pricing updates). Meta also gives each business phone number 1,000 free service messages a month, with no roll-over (Meta: pricing, checked 28 September 2026).
What that means depends on where your customers are, because Meta prices by the recipient's country. For 50,000 messages sent by the business in a month (replies plus order updates), at Meta's July 2026 list rates:
| Recipients in | Meta utility / service rate | Meta charge | With Freshworks' 20% |
|---|---|---|---|
| India | ₹0.115 | ₹5,750 | ₹6,900 |
| United States | $0.0034 | $170 | $204 |
| United Kingdom | £0.0159 | £795 | £954 |
Marketing templates cost more and aren't included here. Our WhatsApp API pricing guide has every market's rates.
Phone
Freshworks sells phone as Freshcaller, priced per agent plus call and number charges (Freshcaller pricing). After a free plan that charges only per minute, Growth is $15 (₹999), Pro $39 (₹2,799) and Enterprise $69 (₹4,999) per agent per month, billed annually. The included 2,000 to 5,000 incoming minutes a month are per account, and cover only local calls answered in the browser in the US, Canada, the EU, the UK, Australia and New Zealand. Other calls are charged at per-minute rates that vary by country.
On Omni Pro and Enterprise you can instead bring your own telephony, keeping your number and carrier. Your carrier then bills the calls.
Flowcall isn't a carrier or dialer: its phone integration connects a supported telephony provider. Each call opens with the customer's context and is logged, recorded and transcribed on the ticket.
Worked example: a 10-agent consumer brand on WhatsApp, email and chat
Here is one month for a brand selling online, with 10 human agents and Freddy AI Agent as the first reply on every channel.
Assumptions
- Freshdesk Omni Pro, billed annually, 10 agents, Copilot for all 10.
- 6,000 WhatsApp conversations, 1,500 web chats and 2,000 emails reach the AI agent.
- 500 WhatsApp customers come back after 24 hours about the same order, which opens a second session.
- That makes 10,000 sessions (6,500 + 1,500 + 2,000). The one-time 500 were used in the first month.
- 50,000 WhatsApp messages sent to customers in India (AI and agent replies plus order updates).
- MCP actions stay within Pro's 500 a month. No phone line, day passes or connector apps.
| Line | Calculation | USD | INR |
|---|---|---|---|
| Omni Pro seats | 10 × $79 / ₹6,599 | $790 | ₹65,990 |
| Freddy AI Copilot | 10 × $29 / ₹2,399 | $290 | ₹23,990 |
| AI Agent sessions | 100 packs × $49 / ₹4,299 | $4,900 | ₹4,29,900 |
| WhatsApp messages (India) | ₹5,750 + 20% | about $80 | ₹6,900 |
| Total per month, before tax | about $6,060 | ₹5,26,780 |
Three things stand out:
- Sessions are about 80% of the bill. Seats and Copilot together are $1,080. Every 1,000 sessions adds $490 (₹42,990), whatever the outcome.
- Peaks change the session line, not the seat line. A sale month at twice the volume needs about 20,000 sessions, or $9,800 in packs, with the same 10 seats. Annual payers draw on packs that last the year; monthly payers buy for the month and lose what's left.
- WhatsApp fees are small for Indian recipients and larger elsewhere. The same 50,000 messages cost about $204 to US numbers and £954 to UK numbers with the markup.
These are list prices, not quotes. Your volume, channel mix and how often customers come back after 24 hours will change the result, and Freshworks may offer volume pricing.
What drives your Freshdesk bill
In rough order of size for a consumer brand:
- How many conversations the AI agent touches. Each channel you switch on, and each customer who returns after the window closes, adds sessions. Choosing which intents the AI handles first is the biggest cost decision.
- Plan and product. Omni costs $10 to $30 more per seat than Freshdesk. Pro is needed for Copilot, multiple SLAs and your own telephony; Enterprise for skill-based routing, Insights and a sandbox.
- Copilot seats. $29 per agent per month, only for the agents you assign.
- Seasonal peaks. An Omni Pro day pass is $10, so a temporary agent working more than about eight days a month costs more than an annual Pro seat.
- Phone. Freshcaller licences plus per-minute and number charges, or your own carrier's bill.
- Integrations. Connector app tasks, MCP actions beyond the plan allowance, and, at high API volume, rate-limit extensions (the June 2025 price list shows a Pro API extension for 700 requests a minute at $2,000 a month).
- Implementation and support. The same June 2025 price list shows onboarding at $340 to $460 an hour and Premium Support at 20% of monthly spend (minimum $2,000). Confirm current terms.
- WhatsApp messages. Meta's charge plus 20%, now including replies inside the 24-hour window.
If you're pricing Freshdesk because you're weighing other tools, our guide to Freshdesk alternatives compares the options.
Questions to ask Freshworks before you sign
- Which price book will our contract use? Confirm AI Agent sessions at $49 (₹4,299) per 100, not an older 1,000-session pack, and ask whether volume pricing applies above 100 packs a month.
- If a customer moves from WhatsApp to email about the same order, is that one session or two?
- What happens when sessions run out: does the AI agent stop replying? Does auto-recharge add 50 or 100 sessions? (Freshdesk's article states both.)
- What happens to unused free sessions when we buy our first pack?
- On an annual plan, do packs bought mid-year expire at renewal?
- Which Meta rate card and currency does our WhatsApp pass-through use, how is the 1 October 2026 service-message charge applied, and do we get the 1,000 free service messages a month?
- Do the AI agent's order lookups and refunds in Shopify or our order system use connector app tasks or MCP actions, or only sessions?
- For phone, what are Freshcaller's per-minute and number charges for our country, or can we keep our current provider?
- Is setup help included, or billed by the hour? What does each support plan include?
- If we're on an older Freshdesk or Freshchat account, what has to be rebuilt when we move to Omni?
Where Flowcall fits
Flowcall is an AI customer service platform for consumer brands with a high volume of order, delivery, return and refund work. Its AI Agent resolves those requests on WhatsApp, Instagram, email and live chat under your rules — checking the order, then cancelling, refunding or arranging a return — and its AI Helpdesk is where your team handles everything else. Flowcall's team sets up the workflows and keeps improving them with you.
Teams comparing it with Freshdesk usually take one of two routes:
- Replace Freshdesk. Move your channels and agents to Flowcall. Flowcall's team can migrate agreed, mapped ticket and conversation history where Freshdesk's exports allow it.
- Run it alongside Freshdesk. Keep Freshdesk as your helpdesk and add Flowcall's AI Agent on the channels you choose: it resolves what it can and creates or updates the Freshdesk ticket, with a summary, for everything it hands to your team. Flowcall's AI Quality Assurance can also work on top of Freshdesk, reviewing the conversations your team handles there, such as the emails they answer.
For the full side-by-side — channels, AI actions, handover, phone and who builds the workflows — see Flowcall vs Freshdesk. Flowcall shares pricing on a call; to see it on one of your own workflows, such as returns, book a demo.
Frequently Asked Questions
How much does Freshdesk cost per month?
Freshdesk costs $19, $55 or $89 per agent per month billed annually (₹1,499, ₹4,499 or ₹7,099 in India), or $23, $66 or $107 billed monthly. Freshdesk Omni, which adds WhatsApp, Instagram and live chat, costs $29, $79 or $119 billed annually. AI Agent sessions beyond the first 500, Copilot, phone and WhatsApp messages are extra.
Is Freshdesk free to use?
Not permanently. Every account gets a 14-day trial of the Enterprise plan, and Freshdesk (not Omni) has a Free Program for up to two agents for six months. Older articles describing a free plan for up to 10 agents are out of date.
How much does Freshdesk Omni cost?
Freshdesk Omni costs $29 (Growth), $79 (Pro) or $119 (Enterprise) per agent per month billed annually, or $35, $95 and $143 monthly. In India that is ₹2,299, ₹6,599 or ₹10,599 billed annually.
How much does Freddy AI cost?
Freddy AI Agent includes 500 sessions once per account, then costs $49 (₹4,299) per 100 sessions. Freddy AI Copilot costs $29 (₹2,399) per agent per month billed annually, on Pro and Enterprise only. Freddy AI Insights comes with Enterprise plans or with at least one Copilot licence.
Does Freshdesk charge for WhatsApp messages?
Yes. For new accounts WhatsApp needs Freshdesk Omni, and Freshworks bills Meta's message charges plus a 20% markup each month. From 1 October 2026, Meta charges for replies and utility templates sent inside the 24-hour window as well as for templates outside it.
How much does Freshworks cost?
Freshworks sells several products, each priced separately. For customer service that means Freshdesk or Freshdesk Omni, with Freshcaller for phone. Its IT service desk (Freshservice) and CRM (Freshsales) have their own prices.
Is Freshdesk cheaper than Zendesk?
Compare them on the same month of your own volume, not on seat prices alone. Freshdesk bills its AI agent per session, whether or not the AI resolves the conversation, so check how the other vendor bills its AI before comparing totals. See Zendesk pricing and Freshdesk vs Zendesk.
