Freshworks’ October 15, 2026 product update describes broader asset-management and AI capabilities. For India-based teams assessing Freshservice, the buying question is which product and billing unit each workflow uses.
The Breakdown
Two generations can run in one Freshservice account. Its deployment guide, updated on September 29, says Classic and Agent Studio can coexist across different channels, but a single channel cannot host both at once.
Freddy AI Agent (Classic) comes with Enterprise. Its pricing FAQ specifies 1,200 sessions per licence annually, prorated for shorter billing cycles. A session covers a unique user’s interactions within 24 hours. Service continues after the allowance is exceeded, with overage charges; the FAQ directs customers to their account manager for rates.
Agent Studio is different. Its FAQ, updated on September 24, offers eligible Growth, Pro and Enterprise customers a promotional Free Service through December 31, 2026. It says later pricing and packaging will be shared nearer the end. That does not establish a January price.
Beyond user licences
The public pricing page also lists a paid Copilot add-on, asset-based licensing and allowances for orchestration transactions—actions involving connected applications—with separate packs for additional usage. Not having to count model tokens does not, by itself, make every part of a software bill fixed.
These are published product materials, not a review of any customer’s contract. Freshworks’ terms place fees in the applicable order form, service or website.
Why This Matters for India
For teams budgeting internal support, map each channel to its active agent, allowance and overage rule. Keep promotional access separate from the renewal budget. These documents do not establish realised savings or an India-wide cost impact.
The Crunch
Match the workflow to its product and billing unit.