Freshdesk Pricing Per User, Freshdesk Pricing Tiers, and Which Plan Includes Round Robin

Freshdesk costs $19 per agent per month on Growth, $55 on Pro and $89 on Enterprise, billed annually, or $23, $66 and $107 billed monthly. Round robin and load balanced ticket assignment start at Pro, and skill based assignment is Enterprise only. So the question most support leads are really asking is not the sticker price. It is what it costs to move every seat up a tier to stop handing out tickets by hand.

Every figure below was read from the Freshworks pricing pages and the Freshdesk support documentation in September 2026, in USD. Freshworks shows local currency by location, so if you see pounds or rupees, switch the page to USD before you compare quotes.

Freshdesk pricing per user on each plan

Freshdesk is priced per agent, meaning per person who works tickets. Requesters and customers are never counted. There are two product lines on the pricing page: Freshdesk, which is email and portal first, and Freshdesk Omni, which adds chat, phone and social channels in one workspace. Both have the same three plan names.

Annual billing saves about 20 percent, which is the discount Freshworks advertises on the toggle. Every new account starts on a 14 day trial of Enterprise, so what you test is the most expensive plan, not the one you may end up buying. That catches teams out: round robin works during the trial and then disappears if they sign up for Growth.

There is no permanent free plan on the pricing page anymore. Freshdesk (not Omni) offers a Free Program that runs for 6 months with up to two agents, which covers rule based ticket dispatch but not round robin.

Which Freshdesk plan includes round robin ticket assignment?

Pro and Enterprise. The comparison table on the pricing page marks round robin and load balanced assignment as not included on Growth, and the Freshdesk round robin article lists its applicable plans as Freshdesk Pro and Enterprise, and Freshdesk Omni Pro and Enterprise.

Growth still has ticket dispatch, which is business rules: if the subject contains refund, set the group to Billing. That puts a ticket in the right team. It does not pick a person inside the team. On Growth, a ticket assigned to a group sits there until an agent grabs it, and Freshdesk says as much in its routing overview: when an automation assigns a ticket to a group on creation, all agents in the group are notified, but the ticket will still be unassigned.

One warning if you read summaries elsewhere. Some search engine answers claim skill based assignment is on Pro. The plan table on the Freshdesk skill based assignment article shows Pro with a cross and Enterprise with a tick, for both Freshdesk and Freshdesk Omni. Budget for Enterprise if skills are the requirement.

What the routing upgrade costs for 8, 15 and 30 agents

Because every agent is billed at the plan rate, a routing feature is paid for on every seat, including agents who would never need it. Here is the yearly bill at annual billing for three team sizes.

A 15 agent team that wants tickets handed out automatically is looking at about $6,480 a year more for Pro, and another $6,120 on top if it also wants tickets matched to skills. On monthly billing the gaps are wider: Growth is $276 per agent per year, Pro $792 and Enterprise $1,284.

Pro is not only routing, and it would be unfair to price it as if it were. It also brings custom roles, multiple SLA policies and business hours per group, which many teams need anyway once they pass 10 agents. If those are on your list, the routing is close to free inside the upgrade. If routing is the only reason you are looking at Pro, the math is different.

How Freshdesk round robin decides who gets the ticket

All automatic assignment in Freshdesk runs through an engine called Omniroute, and it is switched on per group, under Admin, Groups, Advanced Automatic Routing. A few documented rules decide whether it behaves the way you expect.

• Only online agents receive tickets. Tickets are routed only to agents marked Available. By default only admins can see and change an agent's availability, so an agent who forgets to go available gets nothing, and one who forgets to go offline keeps receiving work.
• Capacity counts only tickets with a running SLA timer. Tickets in statuses that pause the SLA drop out of an agent's load. Someone holding 25 tickets in Waiting on Customer can read as nearly empty.
• Round robin favors whoever waited longest. Among available agents under capacity, the ticket goes to the agent who has gone the longest without receiving one.
• With nobody available, the ticket waits. Freshdesk states that the ticket will remain unassigned unless one of the agents is available. Overnight email piles up unowned until the morning shift signs in.
• Manual assignments block automation. A ticket assigned by hand can push an agent over capacity, and the excess blocks automatic assignment to that agent until the count drops back below the limit.
• Skills need a fallback. On Enterprise, a ticket that matches no skill stays unassigned until someone assigns it manually. Freshdesk recommends a fallback skill mapped last to every agent. The limit is 180 skills.

Freshdesk rolled out a new round robin logic in phases from December 2025 through April 2026. The old version ignored agent capacity and did not assign tickets that were waiting while agents were away. The new one routes on real time workload and availability and picks up waiting tickets. If your team evaluated Freshdesk round robin before 2026, the behavior you remember may not be what you get today.

Day passes, Freddy AI and the other line items on a quote

Three add-ons show up on most Freshdesk quotes, and one of them matters for routing budgets.

Day passes cost $2 on Growth, $7 on Pro and $12 on Enterprise per pass, or $5, $10 and $15 on Omni. They let an occasional agent work tickets for a day without a full seat. On Pro the break even against an annual seat is about 8 days a month. A seasonal helper who covers 4 days a month costs $28 on passes against $55 for a seat.

Freddy AI Copilot is $29 per agent per month billed annually, or $35 monthly, and it is an add-on to Pro and Enterprise only. You can buy it for some agents rather than all of them, and day passes do not cover it.

Freddy AI Agent, the customer facing bot, includes 500 sessions once per account on every plan, then costs $49 per 100 sessions. An email session is a 72 hour window from the customer's first email, so a long back and forth thread is one session, not several.

If most of your volume is email, keep the replies consistent before you worry about bots. Agents who answer from a shared inbox and from their own mail client drift apart fast, and company-wide email signatures managed in one place stop the support team from sending five different footers to the same customer.

Is Freshdesk Pro worth it just for round robin?

It depends on what else you would use. Pro is worth it when you also need custom roles, several SLA policies or group business hours, because then routing comes bundled with things you would pay for anyway. It is a poor deal when routing is the only gap, because you pay roughly $36 more per agent per month on annual billing for one feature.

There is a middle path for teams on Growth. Keep ticket dispatch in Freshdesk to put each ticket in the right group, and let a routing layer choose the person. Assigner beside Freshdesk does round robin, skill matching and per agent capacity caps that skip anyone who is out, and it writes the reason on every assignment. It is priced per user who receives work: Starter is $7 per user per month billed yearly, with plans starting at 5 users, and load balanced routing that counts the tickets you choose (including ones that pause the SLA) is on Team at $18. For 15 agents Starter is $1,260 a year against the $6,480 Growth to Pro difference.

If you are weighing Freshdesk against other help desks for the same routing, our comparison of skills based routing software prices Zendesk, Zoho Desk and Salesforce side by side, and the round robin ticket assignment page explains why pure rotation still leaves some agents buried. If the same company also runs an internal IT desk, the sister product prices routing differently, and our breakdown of Freshservice plans and auto assignment cost shows where workload aware assignment starts.

Freshdesk pricing questions buyers ask

How much does Freshdesk cost per user?

Freshdesk costs $19 per agent per month on Growth, $55 on Pro and $89 on Enterprise when billed annually, or $23, $66 and $107 billed monthly. Freshdesk Omni, which adds chat and phone, is $29, $79 and $119 billed annually. Only agents are billed, never customers or requesters.

What are the Freshdesk pricing tiers?

There are three paid tiers, Growth, Pro and Enterprise, for both Freshdesk and Freshdesk Omni. Growth covers ticketing, a shared inbox and rule based dispatch. Pro adds round robin and load balanced routing, custom roles and multiple SLA policies. Enterprise adds skill based assignment, agent shifts and the out of office scheduler.

Does Freshdesk Growth have round robin?

No. Round robin and load balanced assignment are marked not included on Growth in the Freshdesk pricing comparison. Growth can route a ticket to a group with ticket dispatch rules, but the ticket stays unassigned inside the group until an agent takes it or someone assigns it.

Is there a free version of Freshdesk?

Not a permanent one. Freshdesk offers a 14 day trial of Enterprise and a Free Program for Freshdesk (not Omni) that lasts 6 months with up to two agents. The Free Program includes rule based ticket dispatch but not round robin or skill based assignment.

What is the difference between Freshdesk and Freshdesk Omni pricing?

Omni costs $10 more per agent per month on Growth, $24 more on Pro and $30 more on Enterprise, billed annually. The difference buys chat, phone and social channels in one workspace, plus Omni only routing settings such as queues and idle timeout. Assignment rules by plan are the same on both.

Can I pay Freshdesk monthly?

Yes. Monthly billing costs about 20 percent more than annual: $23, $66 and $107 per agent on Freshdesk, and $35, $95 and $143 on Omni. The support documentation also lists quarterly and other billing cycles on request, which is worth asking about if a full annual prepayment does not fit the budget.