A complete guide to Freshdesk Omnichannel pricing in 2025

Let's be honest, trying to figure out software pricing can be a real headache. You land on a pricing page, and you're immediately hit with a wall of tiers, features, and add-ons that make your head spin. Before you know it, you've got a spreadsheet open just to figure out what you'll actually end up paying.

If you're looking at Freshdesk Omnichannel, you've come to the right place. We're going to cut through the noise and give you a straightforward look at its pricing. We'll break down the real cost of each plan, point out the add-ons and potential hidden fees, and help you decide if it's the right move for your team.

What is Freshdesk Omnichannel?

You've probably heard of Freshdesk. It's a big name in customer service software. But what's the deal with "Omnichannel"?

Here's the simple version: the standard Freshdesk is mainly a ticketing system for things like email. Freshdesk Omnichannel is the all-in-one version. It pulls your email, live chat, phone, social media, and WhatsApp messages into a single feed for your agents.

A screenshot of the Freshdesk Omnichannel dashboard, showing how different communication channels are unified into a single inbox.

And that's a big deal, because it changes what you get and, crucially, what you pay for. You aren't just getting a ticketing tool; you're signing up for a whole customer communication ecosystem.

Freshdesk Omnichannel pricing plans

Freshdesk has three main plans for its Omnichannel product. All prices are per agent, per month, and you can usually knock off about 15-20% by paying for the whole year upfront. Let's take a look at what each plan actually includes.

The Growth Omnichannel plan

• Price: $29 per agent/month (paid annually) or $35 month-to-month.

• Who it’s for: Smaller teams that want to bring their support channels together without a ton of complexity.

• What you get: This is the starter pack. It gives you a unified inbox for your website, SMS, email, and social media, plus a basic ticketing system, a customer portal, and a knowledge base. You also get some simple reports to see how you're doing.

• The catch: Those cool AI features you see in their ads, like chatbots? They're not included here. You have to buy them as a separate add-on, which can make your bill jump up unexpectedly.

A look at the user-friendly knowledge base feature included in Freshdesk's Growth plan.

The Pro Omnichannel plan

• Price: $69 per agent/month (paid annually) or $83 month-to-month.

• Who it’s for: Growing teams that need better tools for automation, reporting, and making the platform their own.

• What you get: This plan has everything in Growth, plus some nice upgrades. You get a multilingual helpdesk, custom reports and dashboards, and smarter ticketing features like load balancing to spread the work out. You can also customize your support portals to feel like your brand.

• The catch: It’s a big price jump from the Growth plan. And even at this level, the agent-assist AI, called Freddy AI Copilot, is still a paid add-on. You're paying more per agent but still haven't unlocked the full AI toolkit.

The Enterprise Omnichannel plan

• Price: $109 per agent/month (paid annually) or $125 month-to-month.

• Who it’s for: Large companies with serious support operations that need tight security, advanced controls, and detailed workflow management.

• What you get: This is the top-of-the-line plan. It includes everything in Pro, plus serious business features like skill-based ticket routing, approval workflows, audit logs for compliance, and extra security like IP whitelisting.

• The catch: Even on the most expensive plan, some of Freshdesk's best AI and voice features still have to be purchased separately. The final cost per agent can end up being way higher than the advertised price.

Here's a quick comparison to see how the three plans stack up side-by-side.

Feature	Growth Omnichannel	Pro Omnichannel	Enterprise Omnichannel
Price (Annual)	$29/agent/month	$69/agent/month	$109/agent/month
Unified Channels	✅	✅	✅
Multilingual Helpdesk	❌	✅	✅
Custom Reporting	❌	✅	✅
Skill-Based Routing	❌	❌	✅
Freddy AI Copilot	Add-on	Add-on	Add-on
Audit Logs	❌	❌	✅

Freshdesk's add-ons and hidden costs

That monthly price you see on the website? Think of it as the starting line. If you want to unlock the really powerful AI and automation tools Freshdesk talks about, you're going to have to pay extra. Many of the best features are treated as add-ons with their own price tags.

The cost of AI: Freddy AI Agent, Copilot, and Insights

Freshdesk's AI suite, called Freddy AI, is sold in pieces, and each piece has its own cost.

• Freddy AI Agent: This is the chatbot. Instead of a flat fee, you pay based on "sessions." For example, you might pay $100 for every 1,000 sessions. This makes budgeting tricky because your costs go up as your support volume increases. A busy month could leave you with a surprisingly large bill.

• Freddy AI Copilot: This tool helps your agents by drafting replies for them. It’s another add-on that costs an extra $29/agent/month. If you have a team of 10 agents on the Pro plan ($69/agent), this one add-on bumps your total cost by over 40% to $98 per agent.

• Freddy AI Insights: This is an analytics tool for managers. To get access, you often have to buy at least one Freddy AI Copilot license first, so it's another cost layered on top.

An example of Freshdesk's Freddy AI Copilot suggesting responses to an agent within the ticketing interface.

This is where you really need to read the fine print. Some platforms are moving away from this à la carte model. For instance, eesel AI packages everything, the AI agent, the copilot for your team, and triage tools, into one plan. There are no surprise fees based on how many tickets you solve, so your bill doesn't shoot up just because you had a busy month.

Voice and temporary agents: Freshcaller and Day Passes

• Freshcaller: Want to offer phone support? You'll need the Freshcaller add-on. It's not included in the Omnichannel plans and has its own pricing, starting at $15/agent/month for the basics.

• Day Passes: Need to bring in extra help for a busy period? Freshdesk sells "Day Passes" for temporary agents. They start at $5 per pass on the Growth plan, which can add up if you use them often.

Integration costs: Connector App Tasks

If you want to automate workflows between Freshdesk and other tools you rely on, like Jira or Shopify, you'll use "Connector App Tasks." You might get some for free to start, but eventually, you'll have to buy more to keep your automations going (e.g., $80 for 5,000 tasks). It's another small but sneaky cost to keep in mind.

Is Freshdesk Omnichannel always the right fit?

After you've done the math on the total cost, there's another big question: is the all-in-one model even a good fit for how your team works? Having everything under one roof sounds nice, but it can create some real-world problems.

The "rip and replace" problem

To use Freshdesk's built-in AI, you have to go all-in on their platform. If your team already uses and likes another helpdesk, say Zendesk or Intercom, you can't just plug Freshdesk's AI into it. You have to move everything, your tickets, macros, workflows, the whole shebang, over to Freshdesk. That's a huge, often painful, project.

Lack of flexibility and control

The downside of built-in AI is that you're often stuck with their rules. Trying to customize the AI’s personality, tweak its tone of voice, or set specific rules for which tickets it handles can be difficult or just not possible within Freshdesk's system. You have to work with the logic they give you.

Long setup and training time

Getting a fully integrated AI solution up and running smoothly isn't something you do in an afternoon. It usually means long onboarding calls, mandatory demos with sales reps, and a lot of work from your team to get everything configured just right.

If that whole process sounds like a nightmare, it’s worth knowing there are more flexible options out there. Instead of forcing you to switch helpdesks, some tools work with what you've already got. eesel AI, for example, plugs right into popular platforms like Freshdesk, Zendesk, Gorgias, and Intercom. This means you can add top-notch AI without blowing up your team's current setup.

A screenshot showing eesel AI Copilot integrating directly into Freshdesk to draft a reply about a refund policy, demonstrating how it enhances existing helpdesks.

The setup is also way faster. Instead of months of onboarding, you can get started in minutes. It's built to be self-serve, so you can connect your helpdesk, tweak your settings, and go live without having to schedule a sales demo.

And if you're nervous about letting an AI talk to your customers (totally understandable!), eesel AI has a simulation mode. It lets you test the AI on your past tickets to see exactly how it would have responded. This gives you a clear picture of how it will perform before you flip the switch, so you can roll it out with confidence.

Making an informed decision on Freshdesk Omnichannel pricing

So, what's the bottom line on Freshdesk Omnichannel pricing? It’s a powerful platform, no doubt. But the price you see on the website is rarely the price you'll pay. The true cost is often hidden in a maze of add-ons for essential features like AI and phone support. That initial per-agent fee can easily double by the time you have everything you need.

When you're making your choice, think about the total cost, not just the sticker price. And consider how much work it will take to get up and running. An all-in-one platform can feel simple at first, but it might lock you into a system that's hard to change later on.

Instead of getting tied to one ecosystem, you could choose a tool that works with what you already have. eesel AI is built to plug into your current helpdesk, giving you powerful AI automation with clear pricing and full control. You can try it out for free and be up and running in minutes, not months.