Freshdesk and Freshdesk Omni meter MCP (Model Context Protocol) tool-call consumption against your plan entitlement. This article explains how MCP usage is counted, how to view your entitlement and consumption, how to purchase an MCP Actions Pack add-on, and how alerts help you avoid unexpected disruption to AI agents and integrations.
TABLE OF CONTENTS
- Prerequisites
- Overview of MCP Actions and entitlements
- Plan entitlements and add-ons
- Manage MCP Actions Pack on Plans & Billing
- Usage alerts and banners
- Frequently asked questions
Prerequisites
Ensure you meet the following requirements before you purchase or manage MCP Actions Pack add-ons:
Notes:
The Free plan does not include MCP actions. Upgrade to Growth, Pro, or Enterprise to use MCP features.
MCP Actions Pack add-ons are available without upgrading your base plan. You can stack multiple packs within a billing cycle; active packs aggregate into a single effective quota.
Overview of MCP Actions and entitlements
MCP actions are metered tool calls consumed when AI agents and connected integrations use MCP capabilities in your Freshdesk account. Your account receives a base MCP entitlement with your plan. When consumption approaches or exceeds that entitlement, you can purchase recurring MCP Actions Pack add-ons to extend capacity.
Account administrators can:
View base entitlement, active add-on quantity, and total effective entitlement on Plans & Billing
See current MCP consumption and remaining capacity
Purchase recurring MCP Actions Pack add-ons through self-serve checkout
Receive in-product banners and email alerts as consumption crosses defined thresholds
Review audit logs when add-ons settings change
Important: Enforcement and purchasable add-ons roll out in phases. New Freshdesk and Freshdesk Omni signups receive entitlement display and self-serve purchase at general availability (GA). Existing-customer enforcement follow in a later phase.
Plan entitlements and add-ons
Included plan entitlement
Your Growth, Pro, or Enterprise plan includes a base MCP action entitlement for each billing cycle. MCP action credits are front-loaded at the start of your billing cycle. The Plans & Billing page shows:
Base plan entitlement
Active recurring add-on quantity
Total effective entitlement (base + recurring add-ons)
Current consumption and remaining capacity
Included MCP entitlement by plan
Overage protection
On paid Growth, Pro, and Enterprise plans, MCP tool execution is not stopped when you reach 100% of your monthly entitlement (plan baseline plus active add-ons). Between 100% and 110% consumption, MCP continues to run and usage beyond 100% is logged as overage and billed at $15 per 1,000 actions. At 110% consumption, MCP feature execution is paused until you purchase MCP Actions Pack add-ons or your billing cycle resets.
For legacy Freshdesk pricebooks, entitlement mapping follows the same new-to-legacy plan mapping used for other plan-scoped features. Legacy Freshdesk plans (Sprout, Blossom/Garden, Estate, Forest) and Freshdesk Omni 2021/2023 plans receive monthly entitled units and can purchase MCP Actions Pack add-ons.
MCP Actions Pack add-on
Supported billing currencies include USD, GBP, EUR, AUD, and INR.
Note: Recurring add-on charges align with your subscription billing cycle. Multiple active MCP Action Packs are aggregated into a single effective quota. Recurring and one-time MCP Actions Pack purchases each add 1,000 actions at the same price. Payment success immediately updates your entitlement in the metering service.
Manage MCP Actions Pack on Plans & Billing
Account administrators view MCP entitlement, purchase add-ons, and manage recurring packs from Admin > Plans & Billing. The display follows the same pattern as the Freddy AI Agent add-on.
Before you begin
Confirm you are an account administrator.
Have a valid payment method on file for Chargebee checkout.
View entitlement and consumption
Log in to Freshdesk as an account administrator.
Go to Admin > Plans & Billing.
Locate the MCP entitlement section in the feature comparison or add-on area.
Review base entitlement, active recurring add-on quantity, total effective entitlement, and current consumption.
The page shows base entitlement, add-on quantity, and total effective entitlement when it loads. Consumption data may refresh when you reload the page.
Tip: Check remaining MCP capacity before you scale AI agent workflows or integrations that rely heavily on MCP tool calls.
Purchase an MCP Actions Pack
On Plans & Billing, locate MCP Actions Pack in the available add-ons section.
Select the quantity of packs you want to purchase.
Complete checkout through the standard billing flow.
After payment succeeds, confirm that total effective entitlement reflects the new packs.
Your effective MCP entitlement updates immediately after payment succeeds. You do not need to contact support to activate purchased packs.
Cancel or reduce a recurring pack
When you remove or reduce recurring MCP Actions Pack add-ons, the change takes effect at the start of your next billing cycle.
On Plans & Billing, open your active MCP Actions Pack subscription.
Reduce quantity or cancel the recurring add-on.
Review the pending-change banner shown during the current billing cycle.
A banner appears in the current cycle stating that the change is pending and takes effect next cycle. You can cancel the pending change before the cycle rolls over if you want to keep your current entitlement.
Usage alerts and banners
Freshdesk sends in-product banners and emails as MCP consumption crosses defined thresholds. This helps account administrators act before service is disrupted. Banners include options to review usage or purchase an add-on. You can dismiss a banner, but it reappears if a new consumption threshold is crossed (for example, after usage increases again in the same billing cycle).
Any administrator role can see in-product banners. Banners follow standard Freshdesk warning, urgent warning, and limit-exceeded styling.
Banners clear automatically when you purchase an add-on or your billing cycle resets. You do not need to dismiss them manually after capacity is restored.
Email alerts
Email alerts are sent to all account administrators (not only the purchaser of the add-on).
Each email milestone sends once per billing cycle (no duplicate emails for the same milestone in the same cycle).
Frequently asked questions
What is an MCP action?
An MCP action is a metered inbound MCP tool execution call counted against your tenant quota when MCP capabilities are consumed in your account (for example, through AI agents or connected integrations).
Do MCP calls and API calls count separately?
Yes. MCP metering and API metering are tracked separately. If an MCP call chains internal API calls, only the MCP action is counted.
Do failed MCP calls count toward my entitlement?
Billable usage follows the platform metering rule: only successful (2xx) responses count toward consumption. Rate-limited (429) and server error (5xx) responses are excluded.
Can I get a discount on MCP Actions Pack?
No. Pricing does not permit discounts on MCP SKUs.
What happens if I reduce my MCP Actions Pack mid-cycle?
The reduction is pending until your next billing cycle. A banner in the current cycle explains the pending change and lets you cancel it before the cycle rolls over.