Will I be charged anything extra for the auto upgrade to the new pricing plans?
No, this is a complimentary upgrade to the latest plans, based on your existing pricing plan and features.
Which plan will I be auto-upgraded to?
We will update you with details on which plan you would be moved to, based on your existing plan and features, closer to the date of migration. But, rest assured that you will continue to have all the features that you currently enjoy, and more.
How do I switch to the new Freshservice plans ?
The auto-upgrade to the new plans is set to commence in February 2021.
You will be getting details regarding which plan you would be auto-upgraded to and your account migration date in your inbox closer to the migration date.
But, if you want to switch sooner or switch to a different plan, you can pay and upgrade to the latest plans, by going to the plans and billings section inside your account.
Admin -> Plans and billings -> Switch to different plan or by contacting your account manager.
Can I opt out of the auto upgrade and continue on the old Freshservice plans ?
We do not offer an option to opt-out of this auto-upgrade. This auto-upgrade will not affect any of your existing features or data, but will bring some powerful new capabilities such as
IT Project Management,
Freddy Virtual Agent on MS Teams and
to you so that you can increase the return on your Freshservice investment.
Will a customer on the old Freshservice plan be able to add additional agents without upgrading to the new plan structure?
Yes, a customer can
add additional agents
buy more asset packs/ day passes
change billing frequency
while staying on their current plan.
When will customers who signed up before Nov 2nd 2020 get the newly launched features - Orchestration, IT Project Management, Freddy Virtual Agent and Agent Assist, Alert Management ?
The auto upgrade to the new plans is set to start in February 2021 and will happen over the course of a couple of months. We will keep you updated every step of the way so that you know exactly what’s coming your way and when it’s coming. If you have any questions, please reach out to your account manager or write to email@example.com
Stay tuned for upcoming communications in the coming months to know the detailed plan.
I am a beta customer of one of the newly launched features. Will I lose this feature during the auto upgrade to the new plan?
Of course not. Beta customers will continue to have access to all of the features they currently have. We will ensure that you are upgraded to the right plan to ensure you continue to have all the features.
Where can I see my current plan?
Please navigate to Admin -> Account settings -> Plans and Billing in your Freshservice account, and you would be able to see your current plan and the number of agents you're subscribed to. Kindly note that you would have to be an "Account Administrator" in order to see the account settings.
You would be able to change your plan here to explore the features on the same.
How do I switch my Trial account to the Enterprise plan ?
You can do so by going to
Admin -> Plans and billings -> Switch to Enterprise
Please write to your Account Manager or send in a ticket to firstname.lastname@example.org if you need more time to try out the new features. Kindly do mention your account details (URL, company name, and such) in the email for quick and efficient assistance.
How do I extend my trial with Freshservice?
Please write to your Account Manager or send in a ticket to email@example.com requesting for a trial extension. Kindly do mention your account details (URL, company name, and such) in the email for quick and efficient assistance.
Your Account Manager would get in touch with you to discuss the possibility of a trial extension.
Will a trial customer be able to buy the old plans?
We have launched some powerful new capabilities like Orchestration, IT Project Management, Freddy Virtual Agent on MS Teams, and Alert Management on the new plans.
We will be moving fully to the new pricing and packaging on Nov 2nd, 2020.