If you're managing a support team, you know the drill. You’re trying to deliver answers that are fast, accurate, and consistent, all while the ticket queue keeps growing. It’s a lot to juggle. This is where AI agent assistance tools promise to help, suggesting replies and putting information right where your agents need it.
Freshworks offers this kind of help with its own AI, Freddy, designed to speed things up within its ecosystem. But is it really the best tool for the job? This guide gives you an honest look at the Freddy AI reply suggester, covering how it works, its features, pricing, and a few crucial limitations you should know about before you commit.
What is the Freddy AI reply suggester?
Freddy AI is the brain built into Freshworks products like Freshdesk and Freshservice. Its main job is to automate simple tasks and give agents a hand. The Freddy AI reply suggester is one of its key features, and its purpose is pretty simple: it reads an incoming customer ticket and automatically drafts a response for the agent.
The idea is to reduce manual typing, improve first response times, and keep answers consistent by drawing from your company's knowledge. It's worth pointing out that Freshworks has a few similarly named features, the Reply Suggester, Solution Article Suggester, and Canned Response Suggester, which can get confusing. We're going to focus on the main tool that writes draft replies for your agents.
How the Freddy AI reply suggester comes up with reply suggestions
Freddy's ability to suggest replies depends entirely on the information it can find inside the Freshworks platform. Here’s a quick look at how it pieces its suggestions together.
How the Freddy AI reply suggester pulls from your knowledge base
Freddy's primary source of information is your company's Freshdesk knowledge base. When a new ticket arrives, the AI scans the subject and description to find the most relevant bits from your solution articles. It then uses that content to write a draft response. To its credit, Freddy usually shows which articles it used, so agents can quickly verify the information before they hit send.
This sounds good on paper, but it has one massive weakness: it only works if all your important knowledge is perfectly organized and lives only in your Freshdesk knowledge base. Let’s be real, that’s almost never the case. Most companies have crucial information scattered everywhere, troubleshooting guides in Confluence, updated policies in Google Docs, or product details in various internal wikis. Freddy can’t see any of that, which leads to incomplete or just plain wrong suggestions.
The Freddy AI reply suggester learns from canned responses and old tickets
Freddy also tries to learn from your team’s past actions. It can recommend predefined Canned Responses when it detects a common question. It also looks at how similar tickets were solved in the past to suggest troubleshooting steps or answers.
The catch? The Canned Response Suggester needs a ton of data to work well, Freshworks itself recommends at least 2,000 tickets where agents have used them. And more importantly, if you only rely on past tickets and canned replies, you risk getting stuck repeating old, outdated advice. The AI completely misses the real-time context from the other places where your most current information actually lives.
The agent experience with the Freddy AI reply suggester
For an agent, the process is pretty simple. A suggestion pops up as grayed-out "ghost text" in the reply box. They can hit Tab or Enter to accept it, or just start typing their own response to ignore it. There are also buttons to generate a new suggestion or tweak the tone to sound more professional or casual.
Key limitations of the Freddy AI reply suggester
While Freddy can give your agents a starting point, it has some pretty big limitations that can hold your team back. Here are the ones that really stand out.
1. It only works on the first reply
This is a big one. According to Freshworks' own documentation, the main Reply Suggester only generates a suggestion for the first customer reply in a ticket from email or the support portal.
That seriously limits how helpful it can be. Most support conversations aren't a one-and-done deal. They usually involve some back-and-forth as customers give more details and agents need to ask follow-up questions. Freddy is silent after that first message, leaving your agents to handle the tougher parts of the conversation all on their own.
2. It leaves your knowledge stuck in silos
We mentioned this before, but it's a big enough deal to get its own section. Freddy is a closed-off tool. It’s built to work with Freshdesk data and that's about it.
So, what happens when a critical product update is posted in Notion or a new how-to guide is in Confluence? Freddy is completely blind to it. This means your agents are getting suggestions based on an incomplete, and often old, set of information. They end up having to switch tabs and search through other tools anyway, which pretty much defeats the purpose of having an AI assistant.
This infographic shows how eesel AI connects with various knowledge sources, a key alternative to the siloed Freddy AI reply suggester.__
This is where a tool like eesel AI is different. It’s built to connect all your knowledge sources right away. It links to your help desk and over 100 other apps your team already uses, making sure your AI has the full, up-to-date context to give accurate answers every time.
3. Its pricing is complex and punishes growth
Freddy’s pricing is split into two products: Freddy Copilot (for agent-assist features) and Freddy AI Agent (for full automation). The Copilot is around $29-$35 per agent, per month. But if you want the AI to handle tickets on its own, you need the AI Agent, which is priced based on "sessions." It costs $99 for a block of 800 sessions, and a single ticket with a few replies can easily eat up several sessions.
This model is confusing and makes it hard to predict your costs, especially as your ticket volume grows. You also have to buy credits in blocks, which isn't very efficient if your usage doesn't line up perfectly. A platform like eesel AI offers clear, predictable pricing with no weird per-resolution fees. The plans are based on the features you need, so you won't get a surprise bill after a busy month.
A screenshot of eesel AI's clear pricing page, which contrasts with the complex pricing of the Freddy AI reply suggester.__
4. Its setup is rigid with no safe way to test
Turning Freddy on is easy, but tweaking it for your specific workflows often means you have to learn their "skills builder," which can get complicated fast.
But the bigger problem is there's no good way to see how the AI will actually perform on real tickets before you flip the switch. You basically have to activate it and hope for the best, which is a huge risk for your customer experience. This is where eesel AI really shines. It has a simulation mode that lets you test your setup on thousands of your past tickets. You can see exactly how the AI would have responded and get solid forecasts on resolution rates before it ever interacts with a single customer.
This image shows eesel AI's simulation mode, a safer way to test AI compared to the Freddy AI reply suggester's rigid setup.__
Freddy AI reply suggester pricing explained
To make things a bit clearer, here’s a simple breakdown of how Freddy's pricing works. You're basically paying for two separate things depending on what you want the AI to do.
| Product | Pricing Model | Cost | What's Included |
|---|---|---|---|
| Freddy Copilot | Per Agent / Per Month | ~$29-$35 | AI reply suggestions, summarization, tone enhancement. |
| Freddy AI Agent | Per "Session" Block | $99 / 800 sessions | Autonomous ticket resolution, custom actions. |
A "session" is just one email reply or all the AI chatter within a 24-hour chat conversation. This two-product system makes it tough to budget your costs, especially when other solutions bundle everything together without making you choose between agent help and full automation.
The alternative to the Freddy AI reply suggester: A smarter, more connected AI co-pilot
While built-in tools like Freddy are a decent first step, businesses that want to seriously scale their support need something more powerful and flexible. eesel AI is a great alternative because it was designed from the start to solve Freddy’s biggest problems.
Here’s what makes the difference:
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Bring all your knowledge together, instantly: Connect not just Freshdesk, but also Confluence, Google Docs, Notion, and over 100 other tools. Give your AI a complete brain, not just one that's missing pieces.
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Go live in minutes, not months: eesel AI is totally self-serve. You can connect your help desk, train your AI on all your knowledge, and start running simulations in minutes, no need to talk to a salesperson.
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Total control and risk-free testing: Don't just turn on the AI and cross your fingers. Use a powerful simulation mode to see how it performs on thousands of your real tickets. When you feel good about it, you can gradually roll out automation with confidence.
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Clear and predictable pricing: Our plans include everything (AI Agent, AI Copilot, AI Triage) with no hidden fees or confusing charges for every ticket it resolves.
Final thoughts on the Freddy AI reply suggester
The Freddy AI reply suggester can definitely help agents draft those first responses, but it comes with some serious baggage. Its knowledge is trapped inside Freshdesk, its help stops after the first reply, and its pricing is both confusing and unpredictable.
For teams that need an AI solution that can access all their knowledge, gives them full control over automation, and has costs that make sense, a more modern platform is the way to go.
Ready for an AI assistant that actually has the full picture?
Your team deserves an AI co-pilot that works where they work and knows what they know. eesel AI integrates with all your tools to provide accurate, context-aware help through the entire support conversation, not just the first reply.
Try eesel AI for free or book a demo to see it in action.
Frequently asked questions
The Freddy AI reply suggester automatically drafts responses for incoming customer tickets. Its main goal is to reduce manual typing for agents, improve first response times, and help maintain consistency in answers.
The Freddy AI reply suggester primarily draws information from your company's Freshdesk knowledge base, as well as predefined Canned Responses and past tickets within the Freshworks platform. It is limited to these internal Freshworks sources.
The Freddy AI reply suggester can only access information stored within the Freshworks ecosystem. Any critical knowledge or updated policies residing in external tools like Notion, Confluence, or Google Docs are invisible to it, which can lead to incomplete or outdated suggestions.
A key limitation is that the Freddy AI reply suggester only generates a suggestion for the first customer reply in a ticket. It does not provide ongoing assistance during subsequent replies or the back-and-forth stages typical of most support conversations.
Pricing for features related to the Freddy AI reply suggester is split into two products: Freddy Copilot (for agent assistance) is typically charged per agent per month, while Freddy AI Agent (for full automation) is based on "sessions" that are purchased in blocks, which can make costs harder to predict.
The blog highlights a limitation in that there isn't a robust, built-in method to simulate how the Freddy AI reply suggester will perform on real tickets before activation. Teams often need to activate it live and then observe its performance.
