Freshdesk → Halo Migration

Freshdesk to Halo CSM.

If your Freshdesk Omni renewal has crept from Growth into Pro just to unlock multilingual support or proper routing, Freddy AI Copilot is a $29/agent/month add-on you can't even buy on your current tier, and your Freddy AI Agent burns through its 500 monthly sessions faster every time it gets better at resolving conversations — there's a simpler path. Halo CSM replaces the tier ladder and the session meter with one licence, AI included at every tier, and no per-session billing to plan around. Allied ESM, a pure play Halo partner, scopes and delivers the migration.

Talk to a Halo Expert

500

Freddy AI Agent sessions included per month, every plan — then $49 for every additional 100

Source: Freshworks published pricing, July 2026

platform, one price — AI Copilot included at every tier, not a $29/agent/month add-on your plan can't buy

Glossify moved off scattered mailboxes onto Halo CSM.

A small, fast-growing UK team consolidated its channels into one platform and reached 99% SLA adherence, with 87% of customers rating support "excellent".

Source: Halo customer story, Glossify

The Structural Case

Why UK CX Leaders Are Leaving Freshdesk Omni

Freshdesk Omni's Growth plan is an easy way in — but the features a growing team needs next sit one or two tiers up, and Freddy AI Copilot isn't purchasable on Growth at any price. The AI Agent that felt generous at 500 sessions a month starts costing extra the moment your team's automation actually works.

What’s gated, and what isn’t

Capability

Freshdesk Omni

Halo CSM

AI copilot / agent assist

+$29/agent/mo — Pro & Enterprise only, unavailable on Growth

✓ Included in every licence

AI virtual agent sessions

500 per month, then $49 per additional 100

✓ Included, no per-session billing

Multilingual helpdesk

Pro ($79/agent/mo) and above

✓ Included in every licence

Advanced analytics & intelligent routing

Pro ($79/agent/mo) and above

✓ Included in every licence

Skill-based routing, custom objects, audit logs

Enterprise only ($119/agent/mo)

✓ Included, no tier gate

Sandbox environment

Enterprise only ($119/agent/mo)

✓ Included, no tier gate

Freshworks figures: published pricing, freshworks.com/freshdesk/omni/pricing, verified July 2026. Prices in USD, annual billing. Halo pricing: see published UK pricing.

Stack Freshdesk Omni's own published add-ons onto its own published base tier and the picture is stark: Pro at $79/agent/month plus Freddy AI Copilot at $29/agent/month already reaches $108/agent/month — before a single AI Agent session beyond your 500-session allowance is billed at $49 per 100. Move up to Enterprise for skill-based routing, custom objects or audit logs and the Copilot-inclusive price reaches $148/agent/month. Halo's answer is structural: one licence, one published price, nothing held back for the next tier up.

Source: Freshworks published pricing, freshworks.com/freshdesk/omni/pricing, verified July 2026. Freshworks prices in USD; Halo publishes UK pricing in GBP — see Halo's published UK pricing below.

There's also a specific trap in how the tiers are cut. Copilot isn't an add-on you can bolt onto Growth at any price — it simply isn't sold there. A team that outgrows Growth's AI ceiling has to move the whole licence up to Pro before Copilot becomes purchasable at all, and up again to Enterprise for skill-based routing, custom objects, sandbox environments or audit logs. Each step up changes two numbers at once: the base per-agent rate, and which add-ons even exist to buy.

50%+

of customer service organisations will double their technology spend by 2028 — without a matching increase in headcount.

Source: Gartner, press release, 31 March 2026

The Halo Difference

One Licence. No Session Meter. Nothing Held Back.

Every capability below is part of the same Halo CSM licence — not a tier you upgrade into, not an add-on your current plan can't buy, not a session count you have to watch.

One Licence, Everything Included

Omnichannel ticketing, AI, self-service and reporting all come in a single Halo CSM licence. No Growth-to-Enterprise ladder to climb and no separate add-on to negotiate as your team grows. See Halo's all-inclusive UK pricing →

AI Included, Never Metered

Halo AI's virtual agents, chatbot and agent assist are part of every licence, at every tier. There's no per-session charge — your bill doesn't grow the better the AI performs.

Configure Without Consultants

Halo's no-code environment lets your own admin build SLAs, workflows and routing rules — the kind of change that on Freshdesk usually means an Enterprise upgrade or a support ticket.

Omnichannel From Day One

Email, live chat, WhatsApp, SMS, voice and social all feed one ticket queue as standard — not a channel behind a higher Freshdesk tier. See Halo CSM Omnichannel →

Freshdesk vs Halo

A structural look at how the two platforms differ — pricing model included, because on this comparison the pricing model is the argument.

	Freshdesk
Pricing model	Tiered Growth/Pro/Enterprise + paid AI add-on	Single all-inclusive licence
AI Copilot	Paid add-on, unavailable on Growth at any price	Included in every licence, every tier
AI Agent sessions	500 included/month, then $49 per additional 100	Included, no per-session billing
Multilingual support	Pro tier and above only	Included in every licence
Skill-based routing / custom objects / audit logs	Enterprise tier only	Included, no tier gate
Self-service portal & knowledge base	Included	Included, branded to your own domain
SLAs & escalation	Included	Included — per-customer targets, escalation before breach
Occasional-agent access	Day passes, $5–$15 by tier	Named & concurrent licensing, mixed
Integrations	App marketplace; connector tasks billed at $80 per 5,000	250+ native integrations included
Deployment options	Cloud only	Cloud (AWS) or on-premises

Freshdesk figures: Freshworks published pricing, freshworks.com/freshdesk/omni/pricing, verified July 2026 (USD). Halo figures: structural claims from Halo CSM product configuration — no Halo pricing is quoted; see Halo's published UK pricing.

The Sharpest Difference

Every Successful Resolution Moves You Closer to the Metered Zone

Freshdesk Omni doesn't bill per resolution the way some competitors do — it bills per AI Agent session, with 500 included on every plan each month. The shape of the problem is familiar, though.

The busier and more capable your AI Agent gets, the faster your team burns through that monthly allowance — and the sooner every additional 100 sessions costs another $49 on top of your per-agent licence. A support desk having a good month, with more conversations and more automated resolutions, is also a support desk about to cross into metered pricing. Halo AI is included in every Halo CSM licence with no session counter, so scaling automation scales your capacity, not your invoice.

Freshdesk Omni — AI Agent sessions

0–500 sessions/monthIncluded

501–600 sessions+$49

601–700 sessions+$98

701–800 sessions+$147

801–900 sessions+$196

…and so on, $49 per additional 100 successful sessions. Source: Freshworks published pricing, freshworks.com/freshdesk/omni/pricing, July 2026 (USD).

Halo AI — every session included Halo's AI virtual agents, chatbot and agent assist are part of every Halo CSM licence, at every volume. No session counter to watch, and nothing extra to buy when your AI gets better at its job.

The Wider Freshworks Stack

Using other Freshworks products?

Freshworks sells its sales, customer service and IT products separately, each with its own licence. If Freshdesk Omni isn't the only one on your renewal, here's where each of them lands with Halo.

On Freshsales as well?

Freshworks' CRM is a separate product with its own licence. Halo CRM and Halo CSM are the same platform, the same licence, and the same admin console — sales and service data live in one place, not two. See Halo CRM →

Looking at Freshservice for internal IT?

Freshdesk Omni is Freshworks' customer service product. If you're evaluating Freshservice for internal IT instead, our dedicated guide covers that migration. Read Freshservice to Halo →

How It Works

What Actually Moves From Freshdesk to Halo

Tickets, contacts and companies, canned responses, solution articles, SLA policies, and automations/scenarios — migrated and rebuilt using Halo's import tooling, with field mappings agreed with you before anything moves.

Discovery & Data Mapping

We review your Freshdesk instance — ticket fields, canned responses, automations and scenarios, SLA policies, and solution article structure — and map them onto Halo CSM's ticket types, workflows and knowledge base before anything is built.

Halo Design & Build

Freshdesk canned responses become Halo ticket templates, automations and scenarios become Halo workflows, and SLA policies are rebuilt per customer with escalation rules — improved where Freshdesk's tiering required a workaround.

Data Migration & Integration

Tickets, contacts and companies, and solution articles imported with agreed field mappings into Halo's knowledge base. Allied ESM plans the cutover channel by channel or team by team, so live conversations aren't caught mid-migration.

Training & Change Adoption

Allied ESM's Change & Adoption practice gets your service team confident on Halo from day one — not just deployed, adopted.

Go-Live & Ongoing Support

We go live with you, not just hand over documentation. Allied ESM's managed services team is available post-launch to optimise and expand your Halo CSM environment.

Allied ESM scopes Freshdesk to Halo migrations as fixed-price engagements, so you know the full cost before work begins.

Why Allied ESM

A Pure Play Halo Partner, Built for This

Every Allied ESM consultant is Halo certified and works on nothing else. Customer service migrations are configuration projects before they are data projects — the work is in rebuilding your canned responses, automations and SLA policies as something better, not just moving rows.

100%

Halo-focused. No split attention, no competing platforms — every hour we invest goes into being the best Halo partner on the market.

Fixed Price

Migrations are scoped and delivered as fixed-price engagements, so the cost of moving off Freshdesk is known before any work begins.

UK Based

Headquartered in London, delivering Halo CSM migrations for mid-market organisations across the UK, fully remote and UK-timezone.

Common Questions

Frequently Asked Questions

Honest answers to the questions we hear most from teams considering the move from Freshdesk to Halo.

Can we migrate our Freshdesk tickets, contacts and knowledge base into Halo?

Yes. Tickets, contacts and companies, and solution articles can all be migrated using Halo's import tooling, with field mappings agreed with you before anything moves. Allied ESM scopes and delivers Freshdesk to Halo migrations as fixed-price engagements, so the full scope and cost is agreed up front.

What happens to our canned responses and Freshdesk automations?

They're rebuilt, not lost. Freshdesk canned responses map onto Halo ticket templates, and automations/scenarios map onto Halo workflows — configured to match how your team actually works, and often improved where Freshdesk's tier gates forced a workaround. Allied ESM maps this out during discovery before any build starts.

Do we lose our Freddy AI Agent when we move off Freshdesk?

No — you gain a different model entirely. Halo AI's virtual agents and chatbot handle the same job Freddy AI Agent does — resolving requests, logging and checking tickets, handing off to a human with context — but as part of the licence, with no session allowance to track and no per-100-session charge to plan around. See Halo CSM AI Virtual Agents →

Is Halo's AI Copilot really included on every tier, not just the top one?

Yes. Halo AI is part of every Halo CSM licence — there's no separate AI tier, no Growth-plan exclusion, and no per-agent AI add-on. That's a structural difference from Freshdesk Omni, where Copilot isn't purchasable on the Growth plan at any price and costs an extra $29/agent/month on Pro and Enterprise.

How long does a Freshdesk to Halo migration take?

It depends on the complexity of your Freshdesk instance — how many canned responses, automations, SLA policies and channels are in play. Allied ESM scopes an exact timeline during discovery, informed by the data mapping and channel work identified up front, rather than quoting a generic figure that doesn't reflect your environment.

Can we run Halo and Freshdesk at the same time during the transition?

Yes, in a planned, phased way. Rather than a live two-way sync, Allied ESM typically cuts over channel by channel or team by team — migrating historical tickets and solution articles, closing out live conversations in Freshdesk, then moving that team fully onto Halo — so nothing gets worked twice and nothing gets missed.

What does Halo cost?

Halo is priced on one all-inclusive monthly licence — omnichannel ticketing, AI, self-service, reporting and 250+ native integrations are all included, with named and concurrent licence options you can mix within the same organisation. See Halo's all-inclusive UK pricing →

What if we're mid-contract with Freshdesk?

That's common, and it doesn't need to hold up planning. Allied ESM can scope and build your Halo environment ahead of your renewal date, so you're ready to cut over the moment your Freshdesk contract actually ends — rather than starting the project from zero once it does.

Keep going: the Halo CSM story

The full picture

Halo CSM

Omnichannel ticketing, AI virtual agents and self-service — the whole platform on one all-inclusive licence.

See the Halo CSM hub →

Included, not metered

AI Virtual Agents & Chatbot

Halo AI resolves tickets, raises and updates requests, then hands off to a human with full context — no per-session charge.

See AI Virtual Agents →

Considering another platform?

Compare Halo

See how Halo compares against ServiceNow, Salesforce, HubSpot and the rest of the field.

Visit the Compare hub →

On Zendesk instead of Freshdesk? Read our Zendesk to Halo guide → On Dynamics 365? Read our Dynamics 365 to Halo guide →

Ready to Leave the Session Meter Behind?

Talk to a Halo partner that knows what a real CSM migration involves — data, channels, AI — and scopes it as a fixed-price engagement, so you know the full cost before work begins.

Book a Consultation Explore Halo CSM

Official Halo Partner

Allied ESM is a pure play Halo partner — licensing, implementation, consulting & managed services.

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