Customer Service Suite pricing
All-in-one, easy-to-use, omnichannel customer service solution—with an AI boost
Products
Customer Service Suite
- Customer Service
- IT Service
- CRM
Growth
Omnichannel
Web widget
Messaging channels
Email
Self-Service
Customer portal
Knowledge base
Chatbots
Conversational Engagement
Unified agent inbox
Conversation switch
Proactive support journeys and campaigns
Ticketing
Agent collision detection
Custom agent status
Administrator Capabilities
Collaboration - Threads and tasks
Customizable contact, conversation and ticket properties
Contacts and Account Management
Customer 360 - Contact events tracking and lifecycle
Dashboard and Analytics
APIs - Report extraction, conversations, tickets
Reports - Curated and custom
Standard real-time dashboard
Security and Privacy
Role-based access control
Single sign-on
Pro
Everything in Growth, plus:
Omnichannel
Bring your own channel (BYOC)
Bring your own telephony (BYOT)
Self-Service
Multilingual knowledge base
Article versioning
Full portal customization
Community forums
Conversational Engagement
Multilingual conversations
Ticketing
Ticket templates
Canned forms
Dynamic ticket fields (sections)
Advanced custom fields
Contacts and Account Management
User targeting
Administrator Capabilities
Multilingual CSAT
Business hours - Global, multiple, group specific
Assignment - Intelliassign, round robin, and load balanced
Multiple SLA policies
Parent-child ticketing
Dynamic email notifications
Multiple products
Custom objects
Dashboard and Analytics
Custom real-time dashboards
Agent availability dashboard
Enterprise
Everything in Pro, plus:
Self-Service
Approval workflow
Flexible knowledge base hierarchy
Ticketing
Agent shifts
Out of office scheduler
Administrator Capabilities
Audit logs
Skill based assignment
Dashboard and Analytics
Custom object analytics
Security and Privacy
JWT authentication
Allowed domains
IP whitelisting
Enhance your Suite experience with add-ons
Freshbots by Freddy Self Service
Freshbot sessions let you engage with customers 24/7 across web channels.
Freddy Copilot
Personal generative AI assistant for your support team
Freddy Insights
Generative AI-powered performance analysis and recommendations for leaders
Day Passes
Add extra agents to your account for a day
Freshcaller
Engage customers over phone with the Freshcaller add-on.
Freshsales
Accelerate your revenue with context-driven sales through one unified system
Campaign Contacts
Engage with customers proactively on Website, App, Email, SMS, and WhatsApp
Frequently asked questions
How does the 14-day free trial work?
When you sign up, you instantly get access to our Enterprise plan for 14 days. We will alert you before your trial expires. You can then select a plan and pay by credit card to continue using the product. If you choose not to continue, your account will be suspended.
Can I upgrade or downgrade my subscription?
Yes, you can choose to upgrade your subscription instantly. If you wish to downgrade or cancel your subscription, you can do so at the end of your term. Click on ‘Billing’ in your Freshworks Customer Service Suite account to modify your subscription details.
How safe is my data?
We take security seriously and you get to choose your data center from the get-go. Our servers are hosted in world-class data centers that are protected by biometric locks and 24-hour surveillance. We ensure that our application is always up to date with the latest security patches.
Do you have any cancellation fees?
No. Freshworks Customer Service Suite is a pay-as-you-go service. We do not have any cancellation fees. You can cancel whenever you want but your cancellation will come into effect only after the end of your term.
What types of payment do you accept?
We accept Visa, Mastercard, Discover and American Express. We do not accept PayPal. We will not be able to accept purchase orders over the phone. All of our offline payments follow USD pricing.
What is Freddy AI?
Freddy AI is a user-friendly AI solution that boosts productivity, fosters innovation, and delivers personalized customer experiences with its powerful generative AI capabilities. To know more about Freddy, click here.
What does beta mean for Freddy Copilot and Freddy Insights?
The beta program aims to help more customers try out our AI offerings. We also want to maximize customer feedback and fine-tune our features before we launch them publicly.
What happens to Freddy Copilot and Freddy Insights after the beta program ends?
Once both add-ons are released publicly after the beta program, customers on the Pro and Enterprise plans will be able to purchase them individually for their Freshworks accounts.
What is a Freshbot session?
A Freshbot session is any unique interaction between an end-user and a bot:
- On email, every email response is counted as 1 bot session
- On voice, every voice bot response is counted as 1 bot session
- On chat, all end-users-to-bot interactions that happen within a span of 24 hours from the time end-users initiate a session are counted as 1 bot session
- Only customer-facing AI features and bots consume sessions. Agent-facing AI features and bots don’t consume bot sessions.
Do I get free Freshbots sessions?
We offer 500 sessions with all paid plans to try out chatbots. This is limited to once per account. Once exhausted, you need to buy additional sessions based on your requirements.
Upon purchasing additional bot sessions, any remaining free sessions will be forfeited and replaced by the newly purchased sessions.
How can I buy additional Freshbots sessions? What’s the validity
You can purchase an unlimited number of Freshbots sessions. The validity aligns with your payment cycle. For example: if you choose to pay quarterly, your Freshbots sessions will also expire quarterly.
How many campaign contacts do I get as part of my plans?
You get 100 campaign contacts per account per month for the free plan. Similarly, you can get 500 campaign contacts per account per month for any paid plan.