This article provides an overview of the Voice add-on features available in Freshdesk Omni across different subscription plans and highlights the differences.
Understanding subscription plans
The Voice add-on enables Voice as a channel in Freshdesk Omni, allowing your team to handle customer calls in Freshdesk. It is available with the Growth, Pro, and Enterprise plans.
The Voice add-on uses seats to determine the number of Voice agents included with your subscription. When you purchase the add-on, you can specify the number of seats required for your account. For more details, see Manage phone add-on.
Note: The exact pricing and allocation displayed on your Plans and Billing page can vary based on your subscription.
Feature availability by plan
The following table compares the Voice add-on features available across Freshdesk Omni plans.
Feature | Growth | Pro | Enterprise |
| Free incoming minutes (included minutes are per month, per account) | 2000 | 3000 | 5000 |
| Buy Local Numbers | Y | Y | Y |
| Buy Toll-free Numbers | Y | Y | Y |
| Inbound Caller ID | Y | Y | Y |
| Number Porting | Y | Y | Y |
| Desktop Notifications | Y | Y | Y |
| Call Notes | Y | Y | Y |
| Custom Greetings | Y | Y | Y |
| Call Metrics | Y | Y | Y |
| Conversation Properties | Y | Y | Y |
| Inbox | Y | Y | Y |
| My Performance Dashboard | Y | Y | Y |
| Basic Call Queues | Y | Y | Y |
| Wait Queues | Y | Y | Y |
| Voicemail | Y | Y | Y |
| Warm Transfer | Y | Y | Y |
| Call Recording | Y | Y | Y |
| Pre-built Reports | Y | Y | Y |
| Parallel Calling | Y | Y | Y |
| Queue Transfer | Y | Y | Y |
| Call Masking | Y | Y | Y |
| Forward to Phone | Y | Y | Y |
| External Number Routing | Y | Y | Y |
| Call Metrics Export | Y | Y | Y |
| Voicemail Drop | Y | Y | Y |
| Voicemail Transcription | Y | Y | Y |
| Ringtone Customisation | Y | Y | Y |
| Marketplace integrations | Y | Y | Y |
| Holiday Routing | N | Y | Y |
| Advanced Call Metrics | N | Y | Y |
| Call Barging | N | Y | Y |
| Call Center Agent Statuses | N | Y | Y |
| Call Recording Opt-out | N | Y | Y |
| Agent Availability Report | N | Y | Y |
| Queue Callback (Virtual Hold) | N | Y | Y |
| Call Lifecycle | N | Y | Y |
| Call Monitoring | N | Y | Y |
| Pause Recordings | N | Y | Y |
| Custom Reports | N | Y | Y |
| Call Conferencing | N | Y | Y |
| Bring Your Own Carrier | N | Y | Y |
| SIP Connections | N | Y | Y |
| Agent Extensions | N | Y | Y |
| Smart Escalations | N | Y | Y |
| After Call Work | N | Y | Y |
| Non-Business Hours Routing | N | Y | Y |
| Live Dashboard | N | Y | Y |
| Build Your Own Reports | N | Y | Y |
| Schedule Reports | N | Y | Y |
| Power Dialer | N | Y | Y |
| Abandoned Call Metrics | N | N | Y |
| Service Level Monitoring | N | N | Y |
| Post Call Transcription (Freddy) | N | N | Y |
| Routing | |||
| Ring all agent simultaneously | Y | Y | Y |
| Ring most Idle agent first | Y | Y | Y |
| Routing Automation | N | Y | Y |
| IVR (Phone Trees) | N | Y | Y |
Additional information
- Incoming call minutes: The included minutes apply to browser-answered inbound local calls across North America, Europe, the UK, and Australasia. A standard charge of $0.013 per minute applies after you use the included minutes.
- Additional charges: Phone number purchases, calls, call recording, and voicemail transcription may incur additional charges, as applicable. For details, see Call rates.