specification: FinOps Framework
specificationVersion: '1.0'
schema: https://www.finops.org/framework/
provider: freshdesk
providerId: freshdesk
created: '2026-05-04'
# Provenance stamped 2026-08-11: this artifact was written by the API Evangelist
# bulk sweep dated 2026-05-04, not harvested from the provider. See roadmap#35.
method: generated
modified: '2026-05-05'
reconciled: true
tags:
  - FinOps
  - FOCUS
  - Customer Support
  - SaaS
description: 'FOCUS-aligned FinOps for Freshdesk: tiered per-agent SaaS subscription (Growth / Pro
  / Enterprise) billed annually, plus add-on usage for Freddy AI Agent sessions and purchased API
  capacity.'
sources:
  - https://www.freshworks.com/freshdesk/pricing/
  - https://developers.freshdesk.com/api/
alignedWith:
  framework: FinOps Foundation Framework
  frameworkUrl: https://www.finops.org/framework/
  dataSpec: FOCUS
  dataSpecVersion: '1.3'
  dataSpecUrl: https://focus.finops.org/focus-specification/v1-3/
publisherName: Freshworks Inc.
serviceCategory: Customer Support SaaS
billingModel:
  pricingCategory: Tiered Subscription + Usage Add-ons
  billingFrequency: Annual
  billingCurrency: USD
  chargeCategories:
    - Purchase
    - Usage
    - Tax
    - Adjustment
    - Credit
focusColumns:
  ServiceName: Freshdesk
  ServiceCategory: Customer Support SaaS
  ProviderName: Freshworks
  PublisherName: Freshworks Inc.
  InvoiceIssuerName: Freshworks Inc.
  BillingCurrency: USD
meters:
  - name: agent_seats
    unit: seat-month
    aggregation: max
    dimensions:
      - plan
      - account
  - name: freddy_ai_sessions
    unit: session
    aggregation: sum
    dimensions:
      - account
  - name: api_calls
    unit: request
    aggregation: sum
    dimensions:
      - endpoint
      - account
  - name: api_capacity_addon
    unit: capacity-block
    aggregation: max
    dimensions:
      - account
principles:
  - name: Visibility
    description: Use the Freshworks Admin / Billing console to see committed seats, Freddy
      session consumption, and API rate-limit headroom; rely on X-RateLimit-* headers for
      live API spend signals.
  - name: Allocation
    description: Map agent seats to teams/queues; tag tickets with custom fields to allocate
      effort to product lines or customers.
  - name: Optimization
    description: Right-size annual seat commitments against active agent count; use Freddy AI
      Copilot to deflect tickets and reduce headcount growth; cache list responses and
      batch-update where the API contract allows.
  - name: Accountability
    description: Customer-support leader owns annual seat commit; finance reviews Freddy
      session usage and any purchased API capacity blocks.
maintainers:
  - FN: Kin Lane
    email: kin@apievangelist.com