A complete guide to Freddy AI pricing in 2026

Figuring out software pricing is an important step in building your support stack. When you add AI packages with a mix of different add-ons and usage options, having a clear roadmap helps you plan effectively. You want to automate parts of your support to stay ahead, and Freshdesk's AI, "Freddy AI," offers a robust suite of tools to help you achieve that. Getting a clear view of the Freddy AI pricing model is the best way to start.

This guide is here to help. We’re going to give you a clear, fact-based breakdown of the Freddy AI pricing model, including the core plans, the various add-on options, and how session-based usage works so you can scale with confidence in 2026.

What is Freddy AI?

So, what exactly is Freddy AI? It's the brand name Freshworks uses for the impressive AI features packed into its products, especially its industry-leading help desk, Freshdesk. The main goal is to handle repetitive support tasks efficiently, give your human agents a sophisticated helping hand, and offer valuable insights to managers.

According to Freshworks' own documentation, the Freddy AI suite is broken down into three key parts:

• Freddy AI Agent: This is the intelligent bot that handles customer questions across channels like email and chat. It’s designed to provide high-quality service and can even take action, like processing a refund or updating a subscription.

• Freddy AI Copilot: Think of this as a valuable partner for your human agents. It works alongside them to summarize conversations, draft helpful replies, and translate messages, allowing agents to focus on complex tasks.

• Freddy AI Insights: This is a powerful analytics tool for team leads and managers. It looks through your support data to spot trends, measure team performance, and find ways to optimize your entire support operation.

A detailed breakdown of the Freddy AI pricing model

Let's get into the details. The first thing to understand is that Freshdesk's pricing is designed in tiers. This allows you to choose a plan that fits the current size and needs of your team while giving you the option to add AI capabilities as you grow.

Step 1: The core Freshdesk plan requirement

Freddy AI features are available starting from the Pro plan, which, according to their official pricing page, costs $49 per agent, per month when billed annually. For larger organizations, there’s also an Enterprise plan for $79 per agent, per month, also billed annually. These plans are designed to provide a robust foundation for your customer service.

These plans include a generous one-time credit of 500 AI Agent sessions for your account, allowing you to experience the benefits of the AI Agent right away.

Plan	Price (per agent/month, billed annually)	Freddy AI availability
Growth	$15	Standard support features
Pro	$49	AI add-ons available (500 free sessions included)
Enterprise	$79	AI add-ons available (500 free sessions included)

Step 2: The Freddy AI add-on costs

Once you're on a qualifying plan, you can tailor your experience by purchasing the AI features you want as add-ons.

The Freddy AI Copilot, which provides agent assistance, is available for $29 per agent, per month (billed annually), according to the Freshworks support page. This allows you to equip your team with advanced AI tools for a total of $78 per month on the Pro plan ($49 + $29).

The Freddy AI Agent, the customer-facing bot, uses a usage-based model. This costs $49 for every 100 sessions, as listed on their pricing page. Freshdesk defines a "session" as a unique interaction between a user and the AI agent within a 24-hour window, which helps teams scale their AI usage based on customer demand.

Freddy AI add-on	Pricing model	Cost (billed annually)
Freddy AI Copilot	Per agent, per month	$29
Freddy AI Agent	Per 100 sessions	$49

Understanding the Freddy AI pricing structure for your business

As you can see, Freshdesk provides a clear structure for its AI offerings. This model has several benefits for teams looking to grow their automation capabilities.

Scaling with usage-based sessions

The "per session" model for the Freddy AI Agent allows for a flexible approach. While it requires monitoring your monthly volume, it ensures you are paying in relation to the number of customers your AI is helping. This can be especially useful for businesses that experience seasonal peaks or are scaling their customer base rapidly.

For teams that prefer a different approach to budgeting, platforms like eesel AI offer an alternative with plans based on a set number of interactions per month. This is just one of many options that can work alongside your Freshdesk setup to provide predictable costs.

Tiered options for premium features

Freshdesk's decision to offer AI on the Pro and Enterprise plans ensures that the features are supported by a robust set of core help desk tools. This structure is designed for teams that are ready for professional-grade automation and sophisticated agent tools.

While this means a higher entry point compared to basic plans, it ensures you are getting an enterprise-ready experience that scales with your business's needs.

Optimizing knowledge sources for AI accuracy

Freddy AI is optimized to learn from your core support documents. According to Freshworks' own documentation, it pulls information from reliable sources like public website URLs and your Freshdesk knowledge base.

Many companies also have knowledge in other places, such as technical docs in Confluence or policies in Google Docs. To get the most out of your AI, it's important to ensure your primary knowledge base is well-maintained. If you need to integrate even more sources, there are complementary tools that can help expand your AI's knowledge across multiple platforms.

A flexible approach to AI with eesel AI

Choosing Freddy AI doesn't mean you can't explore other tools to enhance your setup. A flexible approach is to use an AI layer that integrates with the tools you already have.

Complementary pricing options

You can supplement your Freshdesk experience with eesel AI's transparent pricing, which is based on a predictable monthly interaction volume. This provides an additional choice for managing your budget alongside your core Freshdesk services.

Unify all your knowledge across the ecosystem

To further enhance your support capabilities, eesel AI connects with over 100 common tools your team already uses. It can learn from your internal wikis in Confluence or documentation in Google Docs and work alongside Freshdesk. This ensures your AI can pull from a wide range of company data to give customers comprehensive answers.

Simple setup and testing

Enhancing your support shouldn't be complicated. eesel AI's integration for Freshdesk offers a simple setup that gets you running quickly. Its simulation mode also allows you to test how the AI handles past tickets, giving you confidence in its performance before it goes live with customers.

For a visual walkthrough of these features and a look at the value involved, check out this breakdown of AI capabilities.

A YouTube video from eesel AI analyzing the value of Freddy AI features like Reply Suggester and Ticket Summarization.

Is Freddy AI pricing right for you?

What's the final word? Freshdesk is a powerful and reliable help desk. For organizations that are already thriving in the Freshworks ecosystem, its native AI is a natural and strong choice for enhancing customer service.

For teams that want to explore additional flexibility or specialized knowledge integration, using a tool that works within the Freshdesk ecosystem is a smart way to get the best of both worlds. You can maintain your trusted help desk while powering it with additional AI capabilities.

Ready to see how a complementary AI can work with your team? See how eesel AI enhances Freshdesk.