Agentic Index
Freshworks vs Fin (2026)
Freshworks bundles Freddy AI into a full support suite with per agent pricing, while Intercom Fin is an outcome based AI agent that charges 99 cents per resolution and can run standalone on top of other helpdesks. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
Freshworks lists seats from 15 to 89 dollars per agent a month, and Fin has a standalone plan from 49 dollars a month including 50 resolutions. Choose Freshworks for an all in one suite, Fin for pay per resolution automation on your existing stack.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Freshworks and Fin are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 956 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
Choose Freshworks if
- You want a complete helpdesk suite with AI included rather than a standalone agent.
- Predictable per agent pricing suits your team better than pay per outcome.
- You want copilot and agent features inside one platform you already run.
Choose Fin if
- You want an AI agent that bills only when it resolves, at 99 cents per resolution.
- You want to add Fin on top of your current helpdesk without changing platforms.
- Strong knowledge grounding, simulation testing, and enterprise escalation matter to you.
| At a glance | Freshworks | Fin |
|---|---|---|
| Category | Customer support agent | Customer support agent |
| Entry price | Freshdesk Growth $19 / Pro $55 / Enterprise $89 per agent/mo (annual) · Omni $29/$79/$119 · Copilot $29/agent · AI Agent 500 sessions included, then $49/100 sessions · 14-day free trial | $0.99 per outcome |
| Free / trial | 14-day free trial with Enterprise plan access; no free plan on the Freshdesk pricing page. | 14-day free trial |
| Pricing confidence | public partial | public exact |
| Feature | F Freshworks |
F Fin |
|---|---|---|
| Action & orchestration | ||
|
Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
Full / Explicit | Full / Explicit |
|
Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
Full / Explicit | Full / Explicit |
|
Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
Full / Explicit | Full / Explicit |
| Knowledge & context | ||
|
Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
Full / Explicit | Full / Explicit |
|
Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
No / Not documented | Partial |
| Control & trust | ||
|
Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
Full / Explicit | Full / Explicit |
|
Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
Full / Explicit | Full / Explicit |
|
Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
Partial | Partial |
|
Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
Full / Explicit | Full / Explicit |
| Solution readiness | ||
|
Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
Full / Explicit | Full / Explicit |
| Platform extensibility | ||
|
Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
No / Not documented | No / Not documented |
|
APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
Full / Explicit | Full / Explicit |
|
Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
Partial | Full / Explicit |
| Specialist automation | ||
|
Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
No / Not documented | No / Not documented |
Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | F Freshworks |
F Fin |
|---|---|---|
|
Entry price Lowest public entry point |
Freshdesk Growth $19 / Pro $55 / Enterprise $89 per agent/mo (annual) · Omni $29/$79/$119 · Copilot $29/agent · AI Agent 500 sessions included, then $49/100 sessions · 14-day free trial | $0.99 per outcome |
|
Pricing confidence How public the numbers are |
Public, partial | Public, exact |
|
Billing Primary billing axis |
hybrid | outcomes |
|
Variable cost Workload / overage exposure |
Medium variable cost | High variable cost |
|
Free tier / trial Try before you buy |
No free tierTrial
|
No free tierTrial
|
|
Buying motion Self-serve vs sales call |
Mixed | Mixed |
Intercom renamed its corporate entity to Fin in 2026, and Salesforce agreed to acquire Fin in June 2026 for roughly 3.6 billion dollars. The deal is signed but not yet closed, so packaging and roadmap could shift once it completes.
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