This article answers questions about how and when you can upgrade to the new Freshdesk/Freshdesk Omni experience. Built on a unified platform, Freshdesk Omni consolidates customer conversations, routing, and SLAs in one place.
A key feature of this upgrade is access to the Freshdesk Command Center (enhanced Ticket Details page).
This is the primary workspace that enables agents to manage all customer interactions from a single screen, along with newer capabilities for routing, SLA management, and agent status.
Additionally, the upgrade ensures your account is:
- Ready for upcoming product innovations
- Powered by improved routing, SLA, and agent status capabilities
- Aligned to a single, consistent omnichannel experience
Upgrade paths:
This article covers the following upgrade paths for customers:
- Upgrading from Freshdesk (before December 2025) to the latest Freshdesk
- Upgrading from Freshdesk Omni (2023) or classic Freshdesk Omnichannel to Freshdesk Omni 2025
- Upgrading from Freshchat to Freshdesk Omni 2025
Each group has a different upgrade journey.
Upgrading from Freshdesk (before December 2025) to the latest Freshdesk
- What does this upgrade entail?
If you signed up for Freshdesk before December 2025, you will be upgraded to the latest version of Freshdesk (December 2025). - Why is this upgrade necessary?
This upgrade will enable new administrative capabilities for SLA and routing and make your account eligible for any future roadmap updates. This will also offer a self-serve and seamless upgrade path to Freshdesk Omni.
For more information on the changes in new Freshdesk, see Freshdesk Upcoming Changes. - What are the upgrade timelines for Freshdesk?
The upgrade for existing Freshdesk accounts will occur in phases from December 2025 to April 2026. - Who does this upgrade apply to?
This applies to all Freshdesk customers who signed up before December 1, 2025. - How can I upgrade to the new Freshdesk Omni (with the Freshdesk command center)?
If your Freshdesk account has already been upgraded to the latest version, you can move directly to Freshdesk Omni by switching plans in the Billing section or by contacting your sales/support representative.
If your account is not upgraded yet, you need to go through the mandatory upgrade (Dec 2025 - April 2026). Once that’s done, you can switch to your preferred Freshdesk Omni plan. - Is there any downtime due to this upgrade?
No, there is no downtime due to this upgrade. - How will I know when my account is scheduled for upgrade?
The update will be rolled out in phases.- You’ll receive an email notification one month in advance
- If action is required from you, you’ll be notified two months in advance
- Once complete, you’ll see an in-product confirmation banner
- What are the changes that I would see in my account with this upgrade?
Your account will get enhancements in SLA, Omniroute, and agent status modules with the upgrade. For more details, see Freshdesk Upcoming Changes. - How can I identify if my account is already upgraded?
Once the upgrade is complete, you will be notified via an in-product banner. - Will my plan or price change with the Freshdesk upgrade?
No. There are no pricing or plan changes as part of this upgrade.
Upgrading from Freshdesk Omni (2023) or classic Freshdesk Omnichannel to Freshdesk Omni 2025
- I am an existing classic Freshdesk Omnichannel customer, Can I move to the new Freshdesk Omni?
Yes. You can upgrade through a self-serve flow that will roll out between April and June 2026. During the upgrade, you may need to:- Reconfigure channels in the new Freshdesk Omni workspace
- Review and align settings with the new unified experience
- More detailed, step-by-step guidance will be shared closer to the rollout
- I am interested in upgrading to the new Freshdesk Omni. How can I initiate the process?
You can contact your Customer Success Manager to register interest ahead of time. Once the in-product self-serve flow is enabled, you’ll be able to upgrade when you’re ready.
Upgrading from Freshchat to Freshdesk Omni 2025
- Can Freshchat customers get the automatic upgrade to the new Freshdesk Omni?
No. There is no direct upgrade path from Freshchat to the new Freshdesk Omni. However, if you wish to upgrade:- You’ll need to sign up for a new Freshdesk Omni account
- Since Freshchat and the new Freshdesk Omni are on separate platforms, the setup must be done manually from scratch.
- What are the options available for customers using Freshdesk and Freshchat together?
The recommended path is to move fully to Freshdesk Omni:- Your Freshdesk data and configurations will be retained and upgraded
- You will need to manually transfer Freshchat configurations in the new Freshdesk Omni experience