Freshservice pricing by plan: which tier a 20 to 100 agent team actually needs
Short answer
For a 20 to 100 agent internal IT team, Growth or Pro is usually the honest answer, not Starter and not a default jump to Enterprise. On the Freshservice pricing page on Nov 8, 2026, Freshworks published per-agent list prices of Starter $19 / £15, Growth $49 / £40 and Pro $99 / £79 per agent per month when billed annually, or $29 / £25, $59 / £45 and $119 / £95 when billed monthly. Enterprise is contact-sales: the page hides a price rather than listing one, so we do not invent it. Starter covers incidents, a portal, knowledge and basic automation but not the service catalogue, SLA management or assets. Growth adds the catalogue, SLAs, assets (the ITAM Growth package with 100 asset units), multiple business hours and employee offboarding. Pro is where problem, change, release, major incident and Journeys appear, and where Freddy AI Copilot assistants and connector-app tasks are included. Worked annual licence costs at the published annual rates: 20 agents on Growth are $11,760 / £9,600, on Pro $23,760 / £18,960; 50 agents on Growth are $29,400 / £24,000, on Pro $59,400 / £47,400; 100 agents on Growth are $58,800 / £48,000, on Pro $118,800 / £94,800. Taxes are extra. We do not invent implementation fees.
Contents
- Who this guide is for
- Official prices in USD and GBP (checked Nov 8, 2026)
- What each tier unlocks
- Add-ons that change the bill
- Worked licence costs at 20, 50 and 100 agents
- Compared with JSM (published) and ServiceNow (quote-only)
- Which tier a 20 to 100 agent team actually needs
- Best for, and wrong choice when
- Frequently asked questions
Who this guide is for
This guide is for IT and procurement leads at organisations with roughly 20 to 100 people who will hold a Freshservice agent licence: a dedicated internal IT team, or IT plus a couple of neighbouring functions sharing the same workspace. It is a plan-fit explainer, not a copy of the vendor page. The question we hear is “which tier do we actually need?”, not “what is the cheapest logo?”
Every price below comes from the Freshservice pricing page, checked on Nov 8, 2026. Freshworks publishes official US dollar and pound sterling list prices on that page (we used the embedded plan data for both currencies). Comparison figures for Jira Service Management come from the Atlassian Service Collection / Jira Service Management pricing page, checked the same day. ServiceNow remains quote-only on the ServiceNow ITSM pricing page. Opinions about which tier a team of your shape should buy are ours.
What we will not invent
We do not publish an Enterprise list price, because the Freshservice page marks Enterprise as hidden / contact-sales. We do not invent onboarding, implementation or managed-service fees. Taxes, VAT and local charges are extra on top of every figure in this article.
Official prices in USD and GBP (checked Nov 8, 2026)
Freshservice is sold per agent per month. End users (employees who request services) are not licensed on the pricing page. You can pay monthly or annually; annual billing is the number Freshworks puts forward as the plan price, with a higher monthly rate if you do not commit to a year.
| Plan | Annual billing (per agent / month) | Monthly billing (per agent / month) | How the page treats the price |
|---|---|---|---|
| Starter | $19 / £15 | $29 / £25 | Published |
| Growth | $49 / £40 | $59 / £45 | Published |
| Pro | $99 / £79 | $119 / £95 | Published |
| Enterprise | Contact sales | Contact sales | The page includes an Enterprise plan but hides its price. We do not quote a hidden figure. |
All four figures are official Freshworks list prices, not conversions. If your contract is invoiced in another currency, use the currency control on the vendor page rather than translating these numbers yourself.
Annual billing is cheaper per month, but it is a commitment: 20 Pro agents at the annual rate are $99 × 20 = $1,980 per month ($23,760 / £18,960 per year) versus $119 × 20 = $2,380 per month if you stay on monthly billing. Do the same arithmetic before you accept a “flexible monthly” proposal that quietly costs more.
What each tier unlocks
The feature flags below are taken from the same pricing page on Nov 8, 2026 (each plan’s included in plan list). “Included” means the page marks the capability as part of that plan, not that it is an extra you might be able to buy.
| Capability | Starter | Growth | Pro | Enterprise |
|---|---|---|---|---|
| Incident management, portal, knowledge, workspaces | Included | Included | Included | Included |
| Workflow Automator (the page mentions multi-approval workflows) | Included | Included | Included | Included |
| Occasional agents / day passes | Included | Included | Included | Included |
| SLA management | Not included | Included | Included | Included |
| Service catalogue | Not included | Included | Included | Included |
| Multiple business hours | Not included | Included | Included | Included |
| IT asset management (ITAM Growth package, 100 asset units) | Not included | Included | Included | Included |
| Employee offboarding (out of the box) | Not included | Included | Included | Included |
| Problem, change and release management | Not included | Not included | Included | Included |
| Major incident management | Not included | Not included | Included | Included |
| Journeys (onboarding, offboarding, transfers and similar) | Not included | Not included | Included | Included |
| Freddy Copilot assistants (response, summarisation, resolution, ticket, knowledge) | Not included | Not included | Included | Included |
| Connector app tasks | Not included | Not included | Included | Included |
| Sandbox | Not included | Not included | Not included | Included |
| Audit logs | Not included | Not included | Not included | Included |
| Conversational AI agent | Not included | Not included | Not included | Included |
Starter: a shared inbox with structure
Starter is a proper ticketing system: incidents, a support portal, knowledge, workflow automation and occasional-agent day passes. It is not an ITSM suite. There is no service catalogue, no SLA management, no asset management and no problem or change module. For a 20 to 100 agent IT team that employees already treat as “the people who fulfil requests”, Starter usually fails the first week you try to offer a laptop request with approvals and a target time. We would only keep a team this size on Starter as a short trial, or if IT truly only logs break/fix incidents and has no catalogue.
Growth: the floor for most internal IT teams
Growth is where Freshservice becomes an internal IT service desk. You get the catalogue, SLA policies, multiple business hours, a priority matrix, on-call, cloud management integrations, out-of-the-box employee offboarding, and the ITAM Growth package with 100 ITAM Growth asset units. Additional asset units or a higher ITAM package are described on the page as available at extra cost; Freshworks points you to its IT asset management plans rather than listing a unit price on the main grid, so we do not invent one.
Growth still does not include problem, change, release, major incident or Journeys. If your CAB, your problem manager or your HR-IT onboarding journey is in scope for year one, Growth will feel unfinished and you will end up upgrading mid-term.
Pro: the tier most 20 to 100 agent IT teams actually need
Pro is the first plan that looks like ITIL-in-a-box for a mid-sized IT department: problem, change (including CAB and a change calendar, per the page copy), release, major incident, Journeys, project templates, Copilot assistants and connector-app tasks. If you are moving off a tool that already has change and problem, or you are leaving a shared inbox specifically because you need a catalogue and change, budget for Pro rather than hoping Growth will stretch.
Enterprise: when you need the sandbox and the extras the page holds back
Enterprise adds items Pro does not include on the page we checked, notably a sandbox, audit logs and the conversational AI agent. It is also the contact-sales tier, which usually means you are buying a package, a larger workspace story or contractual extras that do not fit the self-serve grid. We cannot tell you what it costs. If you do not need a sandbox or the Enterprise-only AI and audit features, do not start there just because the team is heading toward 100 agents: agent count alone does not force Enterprise on the published feature list.
Add-ons that change the bill
List prices above are the agent subscription. Several add-ons appear on the same page and are easy to miss in a first-year budget.
Freddy AI Copilot
The pricing page lists Freddy AI Copilot as a paid add-on, with official prices of $29 per agent per month billed annually / $35 billed monthly, or £23 annually / £28 monthly. On the feature grid, the Copilot assistants (response, summarisation, resolution, ticket, knowledge) and Copilot resolution insights sit on Pro and Enterprise. Do not budget Copilot on Starter or Growth unless Freshworks confirms in writing that the add-on is sold on those tiers; the inclusion flags we saw were false there.
At 50 Pro agents, the Copilot add-on at the annual rate is 50 × $29 = $1,450 per month ($17,400 / £13,800 per year) on top of the Pro subscription. That is a material number, not a rounding error. Decide whether agents will actually use the assistants before you add it to every seat.
Connector app tasks
Connector app tasks are included on Pro and Enterprise. The page says that includes a one-time free credit of 500 tasks, with additional packs at $80 / £65 per 5,000 tasks, valid until the end of the billing cycle. Starter and Growth do not include connector tasks. If you plan to connect Workday, an identity provider or another system through a Freshworks connector, you need Pro or Enterprise plus a realistic task estimate; the free 500 will not last a year of daily syncs.
Day passes (occasional agents)
An FAQ on the same page distinguishes full-time agents from occasional agents and states that Freshservice offers three free day passes at sign-up, with further day passes starting from $3. The FAQ publishes that floor in US dollars only; it does not list a pound price, so we will not invent one. An indicative conversion of $3 is about £2.23 using the rate described below, and is not an official UK price. Occasional agents are marked as included on every plan.
Other published extras, so you are not surprised
The same embedded pricing data lists other pack prices that appear next to specific features. We include them only because they are on the official page: orchestration transaction packs at $250 / £195 per 1,000 transactions; a business-agent add-on at $49 / £44; an e-signature add-on at $90 / £72; and additional project-management licences at $15 / £10. Growth also mentions MCP actions (1,200 actions/year on the feature copy we saw) with extra packs available; confirm the live pack price on the pricing page if MCP is in scope. Treat these as “confirm on the quote if the feature is in scope”, not as items every 20-agent team must buy.
Where a Freshworks figure above is shown as $x / £y, both sides are official list prices from the pricing page, not conversions. The only conversion in this article is the indicative reading of the $3 day-pass floor, which Freshworks did not publish in GBP.
Worked licence costs at 20, 50 and 100 agents
These scenarios use only the published annual per-agent rates, multiplied by agent count and by 12. They are licence-cost illustrations, not total cost of ownership. They exclude taxes, asset-unit overage, Copilot, connector packs, day passes, project-management extras and any implementation work.
| Agents | Starter annual licence | Growth annual licence | Pro annual licence | Enterprise |
|---|---|---|---|---|
| 20 | 20 × $19 × 12 = $4,560 20 × £15 × 12 = £3,600 | 20 × $49 × 12 = $11,760 20 × £40 × 12 = £9,600 | 20 × $99 × 12 = $23,760 20 × £79 × 12 = £18,960 | Contact sales |
| 50 | 50 × $19 × 12 = $11,400 50 × £15 × 12 = £9,000 | 50 × $49 × 12 = $29,400 50 × £40 × 12 = £24,000 | 50 × $99 × 12 = $59,400 50 × £79 × 12 = £47,400 | Contact sales |
| 100 | 100 × $19 × 12 = $22,800 100 × £15 × 12 = £18,000 | 100 × $49 × 12 = $58,800 100 × £40 × 12 = £48,000 | 100 × $99 × 12 = $118,800 100 × £79 × 12 = £94,800 | Contact sales |
How to read those rows
- 20 agents. If the team only needs incidents, a catalogue, SLAs and a starter asset register, Growth at $11,760 / £9,600 a year is the published number to take to finance. If you already run problem and change, or you need Journeys and Copilot, Pro at $23,760 / £18,960 is the honest row. The $12,000 gap is the price of those modules, not a volume discount.
- 50 agents. Growth is $29,400 / £24,000; Pro is $59,400 / £47,400. Adding Freddy Copilot on Pro at $29 / £23 per agent annually would add $17,400 / £13,800. A 50-agent team that “just wants AI on Growth” should check whether Copilot is even sold on Growth before building a spreadsheet around it.
- 100 agents. Growth is $58,800 / £48,000; Pro is $118,800 / £94,800. Crossing 100 agents does not, on the published feature list, force Enterprise. What forces Enterprise is sandbox, audit-log or conversational-AI requirements, or a commercial conversation Freshworks will not put on the grid.
Monthly billing changes the arithmetic. Twenty Pro agents billed monthly are $119 × 20 = $2,380 per month ($28,560 / £22,800 per year) versus $23,760 / £18,960 on annual billing. If cash-flow is the reason you want monthly, know the premium you are paying.
Compared with JSM (published) and ServiceNow (quote-only)
A Freshservice number is only useful if you put it next to the alternatives a 20 to 100 agent team actually shortlists.
| Freshservice (official USD and GBP) | Jira Service Management / Service Collection | ServiceNow ITSM | |
|---|---|---|---|
| How it is sold | Per agent, published list | Per agent, progressive (volume) pricing, published calculator | Packages (Foundation, Advanced, Prime), quote-only |
| Entry price we can cite (8 Nov 2026) | Starter $19 / £15 per agent / month, annual | Free for up to 3 agents; then Standard $21.50 per agent / month at the page’s default 75 agents (monthly USD) | No public list price |
| Typical ITSM-depth tier | Pro $99 / £79 per agent / month, annual | Premium $55.28 per agent / month at the same 75-agent setting | Whatever the quote puts in Advanced or Prime — we do not guess |
| GBP | Official list prices on the Freshworks page | Not published. The public currency options we saw were USD and JPY. Indicative conversions of $21.50 and $55.28 are £15.95 and £41.02. | Not published |
| Assets / CMDB meter | ITAM Growth with 100 asset units included from Growth up; extra units priced separately (not listed on the main grid) | Assets included: 5,000 objects on Standard, 50,000 on Premium, 500,000 on Enterprise, then from $0.02 per object per month | In the platform quote; no public unit price |
Two warnings about that table. First, Atlassian’s $21.50 and $55.28 figures are the per-agent rates at the calculator’s default of 75 agents on monthly USD billing. JSM uses progressive pricing, so the per-agent rate at 20 or 100 agents will be different. We are not inventing those other quantities. Use Atlassian’s calculator for a 20- or 100-agent JSM bill, then compare it with the Freshservice arithmetic above, which is flat per agent. Second, a cheaper per-agent rate on JSM Standard does not make JSM the right ITSM tool: Standard’s pricing-page positioning is thinner on formal change and on the virtual service agent (included on Premium and Enterprise, with extra assisted conversations from $0.30 each). Our JSM pricing guide covers what forces Premium.
ServiceNow remains a quote. On Nov 8, 2026 the ServiceNow ITSM pricing page described Foundation, Advanced and Prime and listed AI and ITSM capabilities; it did not show prices. Compare a written ServiceNow quote with the Freshservice rows above. Do not compare them with a blog’s “average ServiceNow seat price”. See our ServiceNow ITSM pricing explainer and our three-way pricing comparison for the rest of that conversation.
Indicative GBP conversions use the Bank of England daily spot rate (series XUDLUSS) of US$1.3476 per £1 for 5 Nov 2026, the latest published figure when we checked the Bank of England series on Nov 8, 2026 (the IADB CSV through 8 Nov 2026 also ends on that print). They are not official UK prices; the vendor does not publish a GBP list price, and your invoice currency, rate and VAT treatment may differ.
Which tier a 20 to 100 agent team actually needs
These recommendations are ours, mapped onto the official feature list.
| Situation | Plan we would buy | Why |
|---|---|---|
| A new internal desk: incidents, a catalogue of 10 to 20 items, SLAs, a first asset list, no formal CAB yet | Growth | Catalogue, SLAs, assets and business hours unlock here. You are not paying Pro prices for modules you will not run in year one. |
| You already run problem and change, or you are migrating from a tool that does | Pro | Problem, change, release and major incident are not on Growth. Upgrading later is possible, but budgeting Growth “until we need change” usually means an unplanned upgrade in month four. |
| HR and IT share onboarding / offboarding / transfer journeys | Pro | Journeys are a Pro (and Enterprise) feature. Growth has out-of-the-box employee offboarding, which is not the same thing. |
| Agents need writing, summarisation and similar-ticket assistance | Pro, then decide on the Copilot add-on | The assistants are flagged on Pro and Enterprise. Budget $29 / £23 per agent per month (annual) only for seats that will use it. |
| You must connect Workday or another system through a Freshworks connector | Pro or Enterprise plus task packs | Connector tasks are not on Starter or Growth. The 500 free tasks are one-time. |
| You need a sandbox to test configuration, or formal audit logs | Enterprise (quote) | Those are the clear published gaps below Enterprise. Agent count alone is not the reason. |
| A 20-agent team that only logs break/fix email as tickets | Starter only as a trial | You will hit the missing catalogue and SLAs quickly. Plan the Growth conversation before go-live. |
Do not pick a tier from agent count alone
Nothing on the official grid says “at 80 agents you must buy Enterprise”. Features pick the tier; agent count picks the row on the bill. A 100-agent team that does not run change can stay on Growth. A 25-agent team that runs a CAB cannot.
Best for, and wrong choice when
Best for
Internal IT teams of about 20 to 100 agents who want a published price in dollars and pounds, a catalogue and SLAs (Growth) or full ITIL practices plus Copilot and connectors (Pro), and who do not want to staff a ServiceNow or Helix platform team. Freshservice is also the more straightforward landing place if you are leaving another SaaS or on-prem desk and care more about time-to-value than about a deep CMDB.
Wrong choice when
You need Enterprise-only controls (sandbox, audit logs, conversational AI agent) but refuse a quote conversation; you need a CMDB and change model that Freshservice cannot honestly carry; or you already live in Jira and would be fighting your engineers by putting the service desk somewhere else. In the last case read the JSM pricing guide before you buy Freshservice because it is cheaper on a spreadsheet.
Implementation is not in these numbers. A Growth workspace for 20 agents and a Pro workspace for 100 agents with Journeys, connectors and a cleaned-up asset store are different projects. Ask for a scoped statement of work; do not accept a percentage of licence as a substitute for one.
Frequently asked questions
How much does Freshservice cost in USD and GBP?
On Nov 8, 2026 the Freshservice pricing page listed Starter at $19 / £15, Growth at $49 / £40 and Pro at $99 / £79 per agent per month billed annually, or $29 / £25, $59 / £45 and $119 / £95 billed monthly. Enterprise is contact-sales. Taxes are extra.
Which Freshservice plan does a 20 to 100 agent IT team need?
Growth if you need a catalogue, SLAs and assets but not formal problem and change. Pro if you need problem, change, release, major incident, Journeys, Copilot assistants or connector apps. Enterprise only if you need features the page keeps off Pro, such as a sandbox and audit logs, or if your commercial conversation does not fit the grid.
Does Growth include change and problem management?
No. On Nov 8, 2026 the pricing page marked problem, change and release as not included on Starter or Growth, and included on Pro and Enterprise.
How much is Freddy Copilot?
The official add-on price on Nov 8, 2026 was $29 per agent per month billed annually ($35 monthly), or £23 annually (£28 monthly). The Copilot assistants were flagged as included on Pro and Enterprise, not on Starter or Growth.
What do connector app tasks cost?
They are included on Pro and Enterprise with a one-time free credit of 500 tasks, then $80 / £65 per additional 5,000 tasks, valid until the end of the billing cycle. They are not included on Starter or Growth.
Does Freshservice charge for employees who log tickets?
The pricing page sells the product per agent. It does not list a per-employee or per-requester licence for people who only submit requests through the portal.
How do day passes work?
The page’s FAQ says a full-time agent is part of the core team and an occasional agent needs access only as required. Freshservice offers three free day passes at sign-up, and further day passes starting from $3. No official GBP price for day passes was published on the page we checked.
Is Freshservice cheaper than Jira Service Management?
It depends on the tier and on agent count. Freshservice publishes flat per-agent prices in USD and GBP. JSM publishes progressive USD prices (and JPY); at the default 75 agents on Nov 8, 2026, Standard was $21.50 and Premium $55.28 per agent per month on monthly billing. JSM Standard is usually cheaper per agent than Freshservice Growth or Pro at that 75-agent point, but it is not the same product: Premium is the more realistic JSM comparison once you need formal change or the virtual service agent. ServiceNow is quote-only, so you can only compare it once you have a quote.