Freshworks Customer Service Suite is a bundled offering that integrates Freshchat's conversational AI interface and chatbots with Freshdesk's advanced ticketing and collaboration features. The powerful solution empowers businesses to deliver exceptional customer support while providing the option to add on additional capabilities like Freshcaller, Freshbots, and Freddy Copilot.

Pricing: Check the pricing page for details on the various features offered in Customer Service Suite.


  • Automate self-service across channels and deliver instant resolutions with AI-powered capabilities like natural language understanding, intent detection, and sentiment detection.

  • Enhance team productivity with intelligent agent assistance and empower agents to provide contextual support more effectively.

  • Enable your team to easily collaborate and share information with powerful ticketing capabilities

  • Make data-driven decisions using proactive insights and recommendations, powered by AI.


  • Unified Admin settings: Get seamlessly integrated ticketing and conversational functionalities into one convenient hub, eliminating the hassle of navigating between multiple interfaces. 

  • Unified Agent Management: Easily create and manage users/agents across Freshdesk and Freshchat from one centralized location, allowing them to effortlessly handle tickets and conversations.

  • Unified Dashboard: Get a holistic view of the key metrics across Freshdesk and Freshchat, identify gaps, and ensure prompt resolution. 

  • Unified Analytics: Gain a comprehensive understanding of your business data from Freshdesk and Freshchat and access valuable insights into the performance of your ticketing and conversation capabilities.

  • Unified Billing: Manage your Customer Service Suite subscription via a self-service billing portal (powered by the Freshworks Neo platform) and get a single invoice for the entire subscription across all your purchases like Freshbots, Freshcaller, and other licenses. With unified billing, view/download invoices, manage your addresses, easily update the payment method, and much more.


  1. If you are a stand-alone Freshchat customer and wish to upgrade to Customer Service Suite:
    • Go to the billing page.
    • Click Buy Plan/Change plan.
    • Select the product and the plan, and confirm the change.
  2. If you are a stand-alone Freshdesk customer and wish to upgrade to Customer Service Suite, contact our support team at

Note: You can refer to the following checklists if you are upgrading from your current version of Freshdesk or Freshdesk Omnichannel: