MONTHLY
YEARLY
Feature list
SPROUT
FREE

unlimited agents

BLOSSOM
$ 15

/agent/month

billed  yearly monthly

GARDEN
$ 29

/agent/month

billed  yearly monthly

ESTATE
$ 49

/agent/month

billed  yearly monthly

FOREST
$ 109

/agent/month

billed  yearly monthly

TICKET MANAGEMENT
Email ticketing
Automatic email notifications
Merge tickets
Ticket export
Ticket activities
Set Priority
Set Status
Outbound email
Basic Freshcaller Integration
Advanced Freshchat and Freshcaller Integration
Multiple shared inboxes
Undo send
Split tickets
Sort ticket conversations
Watch tickets
Time tracking
Ticket templates
Assume identity
Annotated image attachments
Satisfaction surveys - Standard
Satisfaction surveys - Customizable
AGENT PRODUCTIVITY
Shared canned responses
Public and private notes in tickets
Dynamic placeholders
To-dos
Tags
Quick actions
One-touch Scenarios
Personal canned responses
Agent collision detection
Traffic cop
Filtered Search
Integrated game mechanics
Occasional agents
Custom ticket views
Summary app
Add reminders on to-dos
Session replay
Canned forms
Agent Shifts (BETA)
HELPDESK AUTOMATION
Automations that run on ticket creation
Time-triggered automations
Event-triggered workflow automations
Time tiggers on custom status
Round robin ticket assignment
Load balanced ticket assignment
Skill based ticket assignment
SLA MANAGEMENT
Business rules management through SLAs
SLA reminders
Escalation emails for SLA violation
Multiple SLA policies
Product, group and company level SLAs
SLA for every response
SELF SERVICE
Knowledge base
Private Knowledge Base
Email to Knowledge base
Auto suggest solutions
Automatic article reordering
Advanced article filtering
Advanced article bulk actions
Automatic sitemap generation
Community forums
Multi-product content management
Article versioning
Approval workflow
HELP WIDGET
Embeddable contact form
Embeddable solution articles
Multiple widgets
Appearance customization
Frustration tracking
Multilingual knowledge base
Customer journey
Multilingual ticket fields
Page specific contextual solutions
SOCIAL SUPPORT
Basic Twitter channel
Basic Facebook channel
Advanced Twitter channel
Advanced Facebook channel
COLLABORATION
Contextual collaboration with Freshconnect
Linked tickets
Shared ownership of tickets
Parent-child ticketing
REPORTING & ANALYTICS
Default dashboard
Three-level data drill down
Ticket volume trends
Helpdesk in-depth report
Export reports
Save reports
Agent and group performance
Satisfaction survey report
Time sheet summary report
Schedule reports
Ticket drill down in reports
Performance distribution
Top customer analysis
Ticket lifecycle report
Custom reports
Chart widgets to build your own use cases
Text widgets and widget styling
Team Dashboards
Data Export
TICKET FORMS
Custom status
Custom ticket fields
Dependent fields in ticket forms
Dynamic ticket forms
Multilingual ticket forms 
GLOBAL SUPPORT
Dynamic email notifications
Multilingual knowledge base
Multilingual satisfaction surveys
Multiple time zones
Multiple business hours
Multiproduct helpdesk
Upto 5 products
Unlimited products
CUSTOMER MANAGEMENT
Omnichannel Customer timeline 
Custom contact and company fields
Merge contacts
Customer journey
Customer 360
Link multiple companies to a single contact
Identify contacts using external ID
Customer segments
External ID support
CUSTOMIZATIONS
Public portal customization
API access
Custom domain mapping
CSS customization
Complete portal customization
Customizable agent roles
FreshThemes gallery
FREDDY STARTER from FREDDY AI
Email bot
Agent scripts
Social Signals
Thank you detector
Auto-triage
Bot reporting
CHANGE MANAGEMENT
Audit Log
Sandbox
SECURITY
SSL certificate
Single sign on
Datacenter Location
Single sign on with SAML
DKIM/DMARC
Custom email servers
Custom SSL certificates
Advanced password policy for agents and customers
Helpdesk restriction
IP whitelisting
HIPAA Compliance
APPS
Access to app gallery
Email marketing and CRM apps
Cloud telephony integration app
Survey & feedback apps
Time tracking and invoicing tools
Custom apps
FRESHDESK MOBILE APP
Freshdesk for iOS
Freshdesk for Android
CUSTOMER SUPPORT
Knowledge base
Community forums
24x7 Email support
24x5 Phone support
24x5 Chat support
OMNICHANNEL FEATURES
SPROUT
NA

BLOSSOM
NA

GARDEN
NA

ESTATE
+ $ 30

/agent/month, billed yearly /agent/month, billed monthly

FOREST
+ $ 40

/agent/month, billed yearly /agent/month, billed monthly

Omnichannel
Omnichannel customer timeline
Customer chat widget
Customer context
Message channels
Assignment rules
Integrated FAQs
IntelliAssign
Co-browsing
Multilingual FAQs
Chatbots (Answers and Flows)
Chatbots reporting
Purchase Local/Toll-free numbers
Number porting
Click to call
Advanced call queues
IVR
Call masking
Voicemail
Voicemail transcription
Inbound caller ID
Warm transfer
Smart escalations
Call monitoring
Call barging
Conference calling
After Call Work (ACW)
Advanced call metrics
Curated call reports
Custom call centre reports
Queue callback (virtual hold)
Non-business hour routing
Holiday calendar
Holiday routing
Service level monitoring
Abandoned call metrics
Speech-enabled IVR
Voicebot
Bot reporting
Omniroute™
Field Service Management
SPROUT
NA

BLOSSOM
+ $ 29

/field employee/month

GARDEN
+ $ 29

/field employee/month

ESTATE
+ $ 29

/field employee/month

FOREST
+ $ 29

/field employee/month

For support agents and field supervisors
Service task management 
Field team management
Appointment booking and management
Scheduling Dashboard
Curated report to monitor field team performance
Curated report to track field service volume trends
For field technicians
iOS and Android apps for field service
Push notifications
Time tracking and logging for service tasks
Obtain customer signatures
Private notes in service tasks
Navigate to customer service locations

Freddy AI for CX

Freddy is a premium AI offering from Freshworks. It includes AI bots for stellar self-service and agent-assist AI features that automate mundane tasks for agents to improve their productivity.

Features
FREDDY SELF-SERVICE
FREDDY STARTER
FREDDY ULTIMATE
Email Bot
Voicebot
Speech-enabled IVR
Chatbot with Answers & Flows
Chatbot builder
Intent detection
Multilingual bots
API connectors
Custom CSS & JS
Custom parameters
Rich media interactions
Agent handover
WhatsApp integration
Facebook Messenger integration
Bot activities
Auto Triage

Basic

Advanced

Agent Scripts
Article Suggester
Thank You Detector
Social Signals
Assist Bot
Canned Response Suggester
Robo Assist (RPA)
Analytics

Basic