A practical guide to using Freshdesk AI collect info blocks

Let's be honest, spending half your day gathering basic information from customers can be a repetitive task. You know the drill: the back-and-forth of "What's your order number?" or "Could you describe the issue one more time?" before you can even begin to figure out what’s wrong. It’s an area where support teams can find great efficiency through automation, creating a smoother experience for customers who want their problems solved quickly.

What if you could automate that whole initial conversation? That’s what using AI inside your helpdesk promises. This guide will walk you through exactly how to use Freshdesk AI collect info blocks, what that term actually means in practice, and how to get the most out of the platform. We'll also look at complementary approaches to get additional results while using the tools you already have.

What are Freshdesk AI collect info blocks?

First things first, "collect info blocks" is a practical way to describe a core function of Freddy AI, Freshdesk’s impressive AI engine. At its heart, it’s about creating automated, conversational flows that pull specific bits of data from users before a human agent ever has to get involved.

Think of it as a smart intake form that actually talks back. Through a chatbot on your website or an automated email reply, the AI can ask for and capture key details, such as a customer's name, email, order ID, or the type of issue they're having. It's an efficient way to ensure all the paperwork is sorted before an agent steps in.

The goal is simple: give your support agents all the context they need from the get-go. When a ticket finally lands in their queue, it’s already filled with the necessary background info. That means less time spent chasing down details and faster resolutions. It's a foundational step for any team looking to build a more efficient, modern support system.

How to set up Freshdesk AI collect info blocks

Getting AI to collect information in Freshdesk involves configuring Freddy AI. You'll typically do this within the chatbot (Freddy Self Service) or email bot settings. This integration gives you a solid, reliable starting point for automation.

Building your Freddy AI agents

Here’s an overview of how to get this up and running:

1. Head over to the AI settings: Your journey starts in the Freddy AI configuration panel inside your Freshdesk admin settings. This is the command center for managing your bot flows and any other AI-powered automations.

2. Create a conversational flow: You'll need to build a new flow or refine an existing one. This is a step-by-step map of the conversation the bot will have with a customer. You get to define the bot's greetings, the questions it asks, and how it responds.

3. Define your "info blocks": For each piece of information you need (like an order number), you'll add a step in the flow where the bot asks a specific question. You can then map the customer's answer to an existing ticket field (like 'Subject' or 'Email') or a custom field you've already created (like 'Order ID').

4. Set your triggers: Finally, you decide when this flow should activate. You can have it run on specific channels, like your website chat widget or for incoming support emails. You can also set conditions so it runs for certain types of requests, like anything related to orders.

A balanced look at native Freshdesk AI collect info blocks

While Freshdesk’s built-in AI has the convenience of being part of the system you already use, it’s helpful to understand its strengths and how to optimize its performance. That tight integration is a definite plus for maintaining a unified workflow.

Where native Freshdesk AI shines

• It’s built right in: This is a major advantage. You don’t have to manage a separate subscription or worry about third-party tool maintenance. The entire setup is contained within the robust Freshdesk ecosystem you're already familiar with.

• A single view for agents: The information Freddy AI collects is passed directly into the ticket. This gives your agents all the context they need right where they work, inside the familiar Freshdesk interface, without having to jump between different platforms.

Key considerations for your Freshdesk AI setup

• Optimized for Freshdesk data: Freddy AI is designed to learn primarily from your Freshdesk knowledge base articles and canned responses. This ensures that the bot is perfectly aligned with your helpdesk content. For teams with knowledge stored in external hubs like Confluence, Google Docs, or Notion, you might consider complementary tools to bridge those sources.

• Structured workflows: The flow builder is straightforward and designed for reliability. While it provides a clear path for automation, teams with highly complex conditional logic needs can look at specialized add-ons to expand these capabilities.

• Live iteration: Freshdesk allows you to refine your AI as you go. While testing often happens in a live or staging environment, the platform is built to be manageable, allowing you to observe your deflection rate and adjust as needed.

• Consistent brand presence: Freshdesk provides a solid foundation for your AI's personality. For teams looking for deep customization of tone or nuanced escalation rules based on sentiment, there are various integrations available in the marketplace to help.

These characteristics are common with built-in AI tools found in leading helpdesk platforms. For teams that want to unify all their company knowledge alongside their helpdesk, a dedicated AI layer like eesel AI that plugs directly into Freshdesk can be a great addition.

Navigating Freshdesk AI pricing tiers

Freshdesk offers tiered pricing to match different team sizes and needs. These capabilities are structured to provide value at different levels, allowing you to choose the plan that best fits your support volume.

Based on their official pricing page, here’s a general idea of the 2026 structure:

Plan Tier	AI Feature Availability	Cost Structure	Key Considerations
Growth	Focused on basic automation rules.	$15/agent/month (billed annually)	A great entry point for growing teams.
Pro	Freddy AI Agent available (500 sessions included). Freddy AI Copilot is an add-on.	$49/agent/month + $29/agent/month for Copilot. AI Agent sessions are $100 per 1,000.	Allows for scaling AI usage based on customer interaction volume.
Pro + AI Copilot	All Pro features + Freddy AI Copilot included.	$78/agent/month (billed annually)	Bundles the Copilot feature for teams wanting a more integrated AI experience.
Enterprise	Same as Pro, with advanced platform features for large teams.	$79/agent/month + $29/agent/month for Copilot. AI Agent sessions are $100 per 1,000.	Provides high-level platform capabilities for enterprise needs.

The pricing model uses "sessions," which allows teams to invest based on their interaction volume. This structure is designed to support businesses as they scale their automation efforts over time.

Expanding your options: Integrating eesel AI with Freshdesk

To complement Freshdesk's native features, you can integrate an additional AI layer like eesel AI. It is designed to work within the Freshdesk ecosystem, giving you more flexibility while keeping your team's existing workflows intact.

Quick setup for your team

eesel AI is a self-serve option that integrates with Freshdesk easily. You can build your first AI agent in just a few minutes. This speed allows teams to experiment with and deploy AI-driven support quickly alongside their main helpdesk setup.

Unify knowledge from multiple sources

One of the benefits of using a complementary tool like eesel AI is its ability to connect to various knowledge sources. You can pull information from Confluence, Google Docs, and other internal documents. This works with Freshdesk to ensure your AI has access to a wide range of information to help customers.

Testing and simulation

eesel AI offers a simulation mode that allows you to test your AI setup on historical tickets. This is a helpful way to see how the AI might perform in different scenarios and identify areas where your knowledge base could be expanded, providing a useful testing ground before live deployment.

Predictable capacity planning

With eesel AI's customizable engine, you can further refine the AI's personality and actions. eesel AI's pricing is based on the capacity you need, offering a clear cost structure that works alongside your Freshdesk subscription to help you plan your budget with confidence.

Moving beyond basic Freshdesk AI collect info blocks

Freshdesk's native AI is a powerful starting point for support automation. It provides a reliable, integrated way to start gathering information and helping customers more efficiently.

For teams that want to further automate their support workflows or have specialized knowledge needs, integrating additional platforms can be a great choice. These tools work with Freshdesk to provide more options and control as you grow.

Ready to see how a flexible AI can enhance your Freshdesk workflow? Try eesel AI for free and see how it can work with your existing setup in just a few minutes.