Freshdesk plans and documented features
Each row shows what Freshworks's own pricing pages and help articles say about one feature on each plan.
Last checked:
| Feature | Growth | Pro | Enterprise |
|---|---|---|---|
| SLA policies | Couldn't verify (sources disagree) | Included | Included |
| Automatic assignment | Not listed | Included | Included |
| Custom agent roles | Not listed | Included | Included |
| SAML single sign-on | Included | Included | Included |
| Public knowledge base | Included | Included | Included |
| Custom reports | Not listed | Included | Included |
| Listed prices (USD) | $19 per agent/month billed annually · $23 per agent/month billed monthly | $55 per agent/month billed annually · $66 per agent/month billed monthly | $89 per agent/month billed annually · $107 per agent/month billed monthly |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing. Couldn't verify (sources disagree): the vendor's own pages say different things, so we can't confirm it either way.
Price source · checked 6 Oct 2026
Freshdesk pricing page · Freshworks
SLA policies
Source for SLA policies · checked 6 Oct 2026
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“Applicable Plans Freshdesk Growth, Pro, Enterprise”
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“These default policies apply to all tickets unless you configure additional or multiple SLAs, which are available starting from the Pro plan in both Freshdesk and Freshdesk Omni.”
Freshdesk SLA policies (what is an SLA) · Freshworks · checked
Vendor plan table: Free: —| Growth: —| Pro: ✓| Enterprise: ✓
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Multiple SLA policies | Growth: — | Pro: ✓ | Enterprise: ✓
Freshdesk SLA policies (understanding SLAs) · Freshworks · checked
“Toggle Escalations ON if you want alerts when SLAs are violated (available from Pro plan onwards)”
Freshdesk pricing page · Freshworks · checked
“Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc.”
Automatic assignment
Source for Automatic assignment · checked 6 Oct 2026
Freshdesk assignment documentation · Freshworks · checked
“Freshdesk Pro, Enterprise Freshdesk Omni Pro, Enterprise”
Freshdesk assignment documentation · Freshworks · checked
“Round-robin : Tickets are assigned to available (online) agents within a group in a circular order, ensuring an equally balanced workload.”
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Round robin, and load balanced assignment | Growth: — | Pro: ✓ | Enterprise: ✓
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Skill-based ticket assignment | Growth: — | Pro: — | Enterprise: ✓
Custom agent roles
Source for Custom agent roles · checked 6 Oct 2026
Freshdesk: creating a custom role · Freshworks · checked
Vendor plan table: Free: —| Growth: —| Pro: ✓| Enterprise: ✓
Freshdesk: creating a custom role · Freshworks · checked
“If you need to fine-tune the permissions for different agents and groups, you can create custom roles.”
SAML single sign-on
Source for SAML single sign-on · checked 6 Oct 2026
Freshdesk single sign-on · Freshworks · checked
Vendor plan table: Free: ✓| Growth: ✓| Pro: ✓| Enterprise: ✓
Freshdesk single sign-on · Freshworks · checked
Freshdesk pricing page · Freshworks · checked
“Single sign-on Configure and provide SAML Single Sign On for your agents so they do not have to provide separate login credentials.”
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Single sign-on | Growth: ✓ | Pro: ✓ | Enterprise: ✓
Public knowledge base
Source for Public knowledge base · checked 6 Oct 2026
Freshdesk knowledge base · Freshworks · checked
Vendor plan table: Free: ✓| Growth: ✓| Pro: ✓| Enterprise: ✓
Freshdesk knowledge base · Freshworks · checked
“The Freshdesk Knowledge Base or Solutions feature enables you to implement self-service options for your customers by creating a help center or knowledge base for your business.”
Freshdesk pricing page · Freshworks · checked
“Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently.”
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Knowledge base | Growth: ✓ | Pro: ✓ | Enterprise: ✓
Custom reports
Source for Custom reports · checked 6 Oct 2026
Freshdesk custom reports · Freshworks · checked
Vendor plan table: Free: —| Growth: —| Pro: ✓| Enterprise: ✓
Freshdesk custom reports · Freshworks · checked
“Freshdesk's Analytics lets you customize and build your reports the way you want them”
Freshdesk pricing page · Freshworks · checked
Vendor plan table: Custom real-time dashboards | Growth: — | Pro: ✓ | Enterprise: ✓
Freshdesk pricing page · Freshworks · checked
“Custom real-time dashboards Create and customize dashboards for each team, group or goal. Track only the relevant metrics in each dashboard and provide better feedback to agents.”
Worth knowing
- Freshdesk help articles disagree: one lists SLA policies on Growth, another excludes Growth.
- Multiple SLA policies are available starting from Pro; every account includes one default policy.
- Skill-based assignment is listed for Enterprise, not Pro; Pro has round-robin and load-balanced assignment.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Not listed for any plan (documented for the product, no plan named)
- Plan availability not established by a manual-assignment source (the Pro, Enterprise banner belongs to the advanced-routing article).
- Add private internal notes to a support ticket: Documented on: Growth, Pro, Enterprise
- The ticks also cover Free (not canonical).
- The ledger kept only Pro; the retained extract and the fresh article both tick all four listed plans.
- Reuse saved replies in support emails: Couldn't verify (sources disagree). One help article lists canned responses on every plan, while another says they are part of the Freddy AI Copilot add-on, available only if purchased.
- No retained extract existed for Freshdesk canned responses; both articles were fetched fresh. The pricing page has no canned-responses row.
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