A complete guide to Freshdesk Omni pricing in 2025

Let's be honest, trying to figure out SaaS pricing pages can be a real headache. You’re just looking for a straight answer on what a tool like Freshdesk Omni will actually cost, but you end up wading through plans, add-ons, and confusing feature lists.

That's why we put this guide together. We’re going to give you a clear, no-fluff breakdown of the Freshdesk Omni pricing structure for 2025. We'll go through each plan, look at what the AI features really cost, and point out a few things you should be aware of before signing up. Freshdesk has a lot to offer, but knowing where the extra costs hide is the best way to avoid a surprise on your next bill. We'll also touch on how newer AI tools can give you a ton of power without making you switch your whole support setup.

What is Freshdesk Omni?

So, what exactly is Freshdesk Omni? It's Freshworks' attempt at an all-in-one customer service platform. They've essentially taken their classic ticketing system (Freshdesk) and their live chat tool (Freshchat) and mashed them together into a single product.

The whole idea is to give your support team one inbox to manage every conversation, no matter where it comes from, email, social media, chat, you name it. This means your agents can see a customer's entire history in one place without having to toggle between a dozen different tabs. It packs in features like a unified dashboard, reporting tools, and their own AI assistant, Freddy AI, which is designed to handle repetitive tasks for your team.

A detailed breakdown of Freshdesk Omni pricing plans

Freshdesk Omni has three main paid plans, and they all charge per agent, per month. Like most SaaS companies, they’ll give you a bit of a discount if you pay for a full year upfront. Let's dig into each plan to see what you get for your cash and who they’re actually built for.

Feature	Growth Plan	Pro Plan	Enterprise Plan
Price (Annual)	$29/agent/month	$69/agent/month	$109/agent/month
Price (Monthly)	$35/agent/month	$83/agent/month	$125/agent/month
Ideal For	Growing teams needing multi-channel support	Businesses with complex support needs	Large organizations requiring advanced control
Unified Channels	Web, Email, SMS, Messaging	Everything in Growth	Everything in Pro
Freddy AI Agent	Add-on ($100/1k sessions)	Add-on ($100/1k sessions)	Add-on ($100/1k sessions)
Freddy AI Copilot	Not available	Add-on ($29/agent/month)	Add-on ($29/agent/month)
Custom Reporting	Basic Dashboards	Custom Reports & Dashboards	Everything in Pro + Custom Object Analysis
Key Features	Ticketing, Knowledge Base, Customer Portal	Multilingual Support, Community Forums, Advanced Routing	Skill-based Assignment, Approval Workflows, IP Whitelisting

The Growth plan

Coming in at $29 per agent per month (if you pay annually), the Growth plan is your starting point. It’s for teams who are starting to feel the pain of using a shared inbox and need something more organized. You get the basics covered: the unified inbox for all your channels, a proper ticketing system, and a knowledge base for customers to help themselves. It’s a solid first step for handling support without getting bogged down in super complicated features.

The Pro plan

The Pro plan is a pretty big jump to $69 per agent per month (annually). This is where things start getting serious. You get everything in the Growth plan plus features for teams that are scaling up, like multilingual support, smarter ticket routing (so the right questions get to the right people automatically), and community forums. The reporting is much better here, too. This plan is really for businesses that are growing, maybe expanding into new countries, and need more automation and control over their support.

The Enterprise plan

At the top of the ladder is the Enterprise plan, priced at $109 per agent per month (annually). This one is designed for big companies with tons of support tickets and tight security or compliance rules. It adds advanced stuff like skill-based routing (sending tickets to agents based on their expertise), approval workflows for things that need a manager's sign-off, and extra security like IP whitelisting. If you’re a large organization that needs maximum control and has to worry about things like audit logs, this is your plan.

Hidden AI costs and limitations

Freshdesk talks a lot about 'Freddy AI,' and it sounds great on their website. But once you start digging in, you find that the most useful AI features come with extra price tags and a few key key limitations that can really mess with your budget and plans.

The real cost of Freddy AI is in add-ons

Here’s the catch that gets a lot of people: the best AI features aren't actually included in the plan prices. The 'Freddy AI Agent' that can answer tickets by itself? That's an add-on, and you pay per "session." This makes your costs unpredictable. Have a big Black Friday sale? Your Freshdesk bill is going to spike right along with your sales. The 'Freddy AI Copilot' that helps your human agents work faster is a flat fee, but it's an extra $29 per agent, per month. For a team on the Growth plan, that nearly doubles your cost for a feature you'd expect to be included.

This is where other tools take a different path. Platforms like eesel AI offer more straightforward pricing that’s based on your overall usage, not on a per-ticket basis. On the eesel AI pricing page, you’ll see that costs are predictable, so you're not punished with a huge bill just because you had a successful month.

A visual of the eesel AI pricing page, which contrasts with Freshdesk Omni pricing by showing clear, public-facing costs.

Limitation: Knowledge is siloed in the Freshworks ecosystem

Another snag with Freddy AI is that it's a bit of a homebody. It only learns from information that’s already inside Freshworks, your knowledge base articles and old tickets. At first, that sounds okay. But what about all the other places your team keeps important information? Think about those detailed troubleshooting guides in Google Docs, your internal wiki in Confluence, or the latest product specs in Notion. Freddy AI can’t see any of that.

This infographic illustrates how eesel AI centralizes knowledge from different sources, a key advantage over the siloed approach in Freshdesk Omni pricing.

This is a huge advantage for a dedicated AI tool. A solution like eesel AI is built to connect to all your company's knowledge, wherever it lives. It syncs with your Freshdesk account, sure, but it also hooks into your wikis, shared drives, and other apps. This gives the AI a complete picture, so it can give answers based on everything your company knows, not just what’s in your helpdesk.

Consideration: Implementation requires a leap of faith

Switching on a new AI can be a little scary. Will it actually help customers, or just make them angry? With Freshdesk, it’s tough to know how the AI will perform until you actually turn it on for your live customers. You can set up some rules, but then you just have to cross your fingers and hope it works as expected.

This is why the simulation feature in eesel AI is so helpful. It lets you test your AI on thousands of your past support tickets in a safe environment. You can see exactly how it would have replied, which tickets it would have solved, and which ones it would have passed to a human. This gives you a clear picture of how well it will work, and how much money it could save you, before it ever talks to a real customer. No more guesswork.

The eesel AI simulation feature provides a safe testing environment to evaluate performance before going live, a key consideration missing from the standard Freshdesk Omni pricing model.

A smarter way to automate support

These issues with built-in AI tools point toward a different way of thinking about automation. Instead of being locked into one platform's ecosystem, you can use a separate AI "layer" that's more flexible, powerful, and won't be obsolete in a year.

Integrate AI without replacing your helpdesk

Maybe the best part about a tool like eesel AI is that it works with the helpdesk you already have. You don't have to go through the massive pain of migrating from Freshdesk or whatever you're using today. It just plugs right into your current setup, and you can get it working in a few minutes.

A workflow diagram that contrasts with Freshdesk Omni pricing by showing how eesel AI seamlessly integrates with existing helpdesks.

Better yet, the whole process is self-serve. You can connect your helpdesk, set up your AI, and get started without having to schedule a demo or talk to a salesperson. It's a much simpler way to get going compared to the long setup process you often find with other enterprise tools.

Get total control over your automation workflow

With eesel AI, you’re in the driver's seat. You get to decide exactly what the AI should handle. Want it to take care of simple password resets but leave billing questions for your team? No problem. You can set up rules to automatically send anything it can't handle to the right person.

A screenshot of the customization and action workflow screen in eesel AI, highlighting the flexibility you don't get with standard Freshdesk Omni pricing.

You can also teach it to do more than just answer questions. For example, you can set up custom actions so it can look up an order status in Shopify or create a new ticket in Jira. This kind of flexibility lets you start small with automation, see how it goes, and then gradually let it do more as your team gets comfortable with it.

Choosing the right platform for your team

There's no doubt that Freshdesk Omni is a powerful platform that can help organize a busy support team. But its real power, especially its AI features, is hidden behind add-ons that can make your final bill surprisingly high and hard to predict. On top of that, its AI is stuck inside the Freshworks world, which means it can't learn from all the knowledge your team has stored in other tools.

If you're looking for more flexibility, clear pricing, and total control, using a separate AI tool that works with your existing helpdesk is often a much better long-term solution. You get to add powerful automation without having to replace the tools your team already uses every day.

This video provides an in-depth look at Freshdesk Omni's AI-powered features and how they compare to competitors, helping you decide if its pricing model fits your needs.

eesel AI lets you test out its automation on your real support history, so you can see the results for yourself without any risk. See how it works and start a free trial today.