Freshdesk Freddy AI

Name: Freshdesk Freddy AI
Author: Freshworks

★4.3/ 5

by Freshworks

Editorial review

Visit site →

AI-powered customer support suite for SMBs with no-code automation, ticketing, and Freddy AI agent. Plans from $15/agent/month; Pro $49/agent; Enterprise $79/agent. Part of Freshworks (NASDAQ:FRSH).

Freshdesk Freddy AI is Freshworks' AI suite for customer support, split into three components: Freddy AI Agent (customer-facing bot that resolves tickets autonomously), Freddy AI Copilot (agent-assist with suggested replies, summaries, and tone tools), and Freddy Insights (analytics). Freddy AI is only accessible on Pro ($49/agent/month) and Enterprise ($79/agent/month) plans. AI Agent sessions are sold in blocks of 1,000 for $100 -- a session is any unique 24-hour interaction, whether resolved or not, meaning you pay for failed resolutions too. 500 free sessions included with Pro and Enterprise. Freddy Copilot is a separate $29/agent/month add-on. Sessions expire at end of each billing cycle with no rollover -- if you run out mid-month the AI stops responding until you buy more. Freddy AI only works on Freshchat-supported channels, not email or phone, which limits its coverage compared to Intercom Fin or Zendesk AI.

Pricing

freemium · Free

Segment

smb

Setup

easy

Verified

May 8, 2026

Capabilities

ticket-resolutionautonomousintent-detectionconversation-intelligenceworkflow-buildermultilingual

Pros & Limitations

Editorial assessment

Pros

✓Deep integration with the Freshworks ecosystem -- Freddy learns from your Freshdesk knowledge base and past tickets without requiring separate AI configuration
✓Freddy Copilot can be purchased for select agents only -- useful for piloting AI-assist with a subset of your team before full rollout
✓Pro plan includes 500 free AI Agent sessions -- enough to test autonomous resolution before committing to additional session purchases

Limitations

⚠Session-based pricing charges for every interaction including failed resolutions -- at a 60% resolution rate you pay for 40% of sessions where the AI did not help
⚠Sessions expire monthly with no rollover -- unused sessions are lost each billing cycle, and auto-recharge triggers at 400 sessions remaining regardless of your preference
⚠Freddy AI Agent only works on Freshchat channels, not email or phone -- coverage is narrower than Intercom Fin or Zendesk AI which operate across all channels

Technical Details

Deployment

web

Model architectureProprietary

Avg setup time< 1 hour for Freddy AI Copilot. Freddy AI Agent (autonomous resolution) requires 1-3 days of knowledge base configuration.

Autonomous rateFreddy AI Agent autonomously resolves routine queries across email, chat, phone, and WhatsApp without human involvement. Primarily a copilot and triage tool -- autonomous resolution rates depend heavily on knowledge base quality and are not publicly benchmarked by Freshworks.

Integrations

SlackWhatsAppFacebookShopifyHubSpot

Security

SOC 2 Type IIISO 27001GDPRPCI DSSHIPAA