A complete guide to the Freshdesk AI agent

If you’re running a support team, you know the drill: resolve tickets faster, keep customers happy, and stay efficient. AI is everywhere these days, promising to be the perfect assistant for all these goals. And if you're on Freshdesk, you've probably seen Freddy AI, their built-in Freshdesk AI agent, pop up.

But what does it really do? Is it the right move for your team? This guide is a comprehensive look at the Freshdesk AI agent. We’ll get into its features, what it takes to set up, how the pricing works, and how to get the most value out of it for your team in 2026.

What is a Freshdesk AI agent?

First off, the "Freshdesk AI agent" isn't just one tool. It's the name for a robust bundle of AI features baked into the Freshworks platform, all powered by their AI called Freddy. The main goal is to automate customer support by answering common questions, helping your human agents move quicker, and giving customers a way to help themselves.

It breaks down into three main parts:

• Freddy AI Agent: This is the chatbot your customers will talk to on your website or social media. It understands their questions and provides an answer right away, so your team can focus on more complex tasks.

• Email AI Agent: This one lives in your email inbox. It reads new tickets, figures out what the customer needs, and provides a reply using info from your knowledge base. It can even close the ticket automatically once the issue is resolved.

• Freddy AI Copilot: Think of this as a sidekick for your human agents. It works inside the help desk to summarize long email chains, suggest replies, and pull up relevant help articles, helping your team answer faster and more consistently.

These tools are powerful and deeply integrated into the Freshworks environment. They are specifically designed to leverage the information you've already organized inside Freshworks to provide a seamless experience for your agents and customers.

What can the Freshdesk AI agent actually do?

The Freshdesk AI agent comes with several features that are designed to make your team's day-to-day work smoother. Let's look at what you're getting.

Automated ticket resolution and routing

One of the biggest selling points is the AI’s ability to handle a ticket reliably. When a customer emails or chats, the AI reads their message to understand the context. It then scans your Freshdesk knowledge base for the right answer. If it finds one, it provides a helpful reply and can even mark the ticket as resolved.

It also acts as an efficient traffic cop for your support queue. The auto-triage feature can categorize tickets, highlight urgent ones, and send them to the right person or team based on what the ticket is about. This keeps your queue organized so your team can focus on what matters most.

Multi-turn and multilingual conversations

Support chats aren't always a simple one-and-done. Sometimes, you need to ask a few more questions to get to the bottom of an issue. Freshdesk's Freddy AI is designed to handle these back-and-forth conversations effectively. It can ask clarifying questions to get more details from a customer before providing a solution or passing it to a human.

It also speaks dozens of languages, which is a real bonus for companies with a global customer base. The AI can figure out what language the customer is using and reply in the same one. This helps you offer automated support around the world with the ease of a unified platform.

AI copilot assistance

Even when a ticket needs a person to handle it, the AI can still lend a hand. The Freddy AI Copilot is there to make your agents' jobs easier. It can give them the summarized version of a long, complicated ticket thread so they can get up to speed in seconds. It also drafts replies that agents can quickly check and send, which helps everyone sound consistent and saves a lot of time.

These features are genuinely helpful and are built to learn from what’s inside your Freshdesk account. While it focuses on your official help articles and past tickets, some teams choose to complement this with tools like eesel AI to bridge knowledge from other apps like Google Docs or Confluence. This ensures your AI always has the full story.

Setting up your Freshdesk AI agent

Getting the Freshdesk AI agent running is a structured process that allows for significant customization. You’ll spend some time in the admin panel telling the AI exactly how to behave to match your workflows.

Defining trigger rules and conditions

The first thing you do is define the parameters for the AI. You do this in Freshdesk by creating trigger rules. These are instructions that decide which tickets get an automated reply. For example, you might create a rule that says the AI should only handle email tickets that include the word "refund."

This process allows you to maintain full control over the customer experience. By refining these rules, you can ensure the AI handles standard queries while leaving sensitive or complex cases to your experienced human agents.

Configuring knowledge sources and languages

Your Freshdesk AI agent is powered by your Freshdesk knowledge base. For the AI to do its job well, it's best to have a solid, up-to-date library of help articles. The AI is highly effective at surfacing these articles to provide accurate answers to customers.

For companies where knowledge is spread across different platforms, Freshdesk provides a centralized hub. While Freddy focuses on what is in Freshworks, tools like eesel AI can be used to connect additional knowledge sources. By plugging into over 100 sources, eesel AI works alongside Freshdesk to ensure your AI is trained on everything your team knows.

Customizing templates and advanced settings

After setting up your rules, you can customize the email and chat templates the AI uses. This is so the automated responses perfectly match your brand's voice. Freshdesk also gives you settings like daily limits on automated responses, which is helpful for teams who want to scale their AI usage gradually.

This level of control is great for maintaining brand standards. If you're looking for even more flexibility, eesel AI offers a powerful prompt editor. This allows you to define the AI's personality and specific actions - like escalating a ticket or checking an order number - which works in harmony with your Freshdesk setup.

Freshdesk AI agent pricing

Freshdesk's pricing for its AI tools is designed to scale with your team. The features are tied to specific tiers, ensuring you only pay for the level of sophistication you need.

The main AI tools are available on Freshdesk’s professional plans:

• Pro Plan: Starts at $49 per agent/month (paid annually).

• Enterprise Plan: Starts at $79 per agent/month (paid annually).

Depending on your goals, you can add specific capabilities:

• Freddy AI Copilot is an add-on that costs $29 per agent/month. There is also a "Pro + AI Copilot" bundle available for $78 per agent/month, which offers great value.

• Freddy AI Agent for email and chat includes 500 free "sessions" per month. If you need more, you can purchase additional 1,000 sessions for $100. A "session" covers any unique conversation in a 24-hour window, providing a usage-based model that grows with you.

Plan / Feature	Base Cost (Annual Billing)	Key AI Component	Additional Costs
Pro	$49/agent/mo	Base platform	+$29/agent/mo for Copilot
Enterprise	$79/agent/mo	Base platform	+$29/agent/mo for Copilot
Freddy AI Agent	Included in Pro/Enterprise	Conversational AI (Bots)	$100 per 1,000 sessions after initial 500

This pricing model allows teams to start with a base and add power as they see the benefits. Some teams also look at the transparent pricing of eesel AI as a way to have a flat, predictable monthly fee for their AI interactions alongside their Freshdesk subscription.

Considerations for the Freshdesk AI agent

The Freshdesk AI agent is a powerful built-in tool, and understanding how it works best will help you succeed.

Maximising your Freshdesk ecosystem

Freshdesk's AI is highly specialised for information stored within the platform. This makes it incredibly reliable for teams that keep their help articles and ticket history strictly within Freshworks. If your team uses Slack for internal updates or Google Docs for policy guides, you can further enhance your setup.

eesel AI is a great complementary tool here. It plugs into your Freshdesk account but also connects to your other apps, giving your Freddy AI even more information to work with for a complete picture of your operations.

Refining live performance

With the Freshdesk AI agent, teams can monitor performance directly in a live environment. This allows for real-time feedback and the ability to tweak trigger rules based on actual customer data. It's a direct way to see the value the AI brings to your support queue.

If you want to test changes before they go live, eesel AI offers a simulation mode. You can test the AI on historical tickets in a sandbox environment. This is a helpful way to forecast performance and build confidence before deploying new automated workflows.

Setting up for success

As we've seen, setting up the Freshdesk AI agent is a thorough process. It involves planning your rules and refining your knowledge base to ensure the best possible results. For many teams, this investment in time leads to a very stable and brand-aligned AI experience.

If you're looking for a setup that is quick and self-serve, eesel AI can be a great addition. With a simple integration, you can connect your Freshdesk account and expand your AI's knowledge in minutes, ensuring your team stays agile.

For teams on Freshdesk who want maximum power and flexibility, eesel AI is a fantastic complementary choice. It works with the help desk you already trust, adding layers of integration that make your setup even stronger.

Feature	Freshdesk AI Agent	eesel AI
Setup Time	Thorough configuration	Minutes
Knowledge Sources	Freshdesk KB & tickets	100+ integrations (Confluence, GDocs, Slack, etc.)
Testing	Live monitoring and refinement	Simulation on historical tickets
Customization	Brand-aligned templates	Full prompt & workflow engine
Pricing Model	Usage-based sessions	Predictable flat-rate options

This video introduces the Freddy AI agent and its capabilities for enhancing customer experiences.

Should you use the Freshdesk AI agent?

The Freshdesk AI agent is an excellent choice if your team is already benefiting from the Freshworks ecosystem and you have a comprehensive knowledge base within the platform. It provides a solid foundation for any support team looking to modernize their workflows.

For support teams looking to go even further, integrating a complementary tool can provide even more flexibility. By connecting more knowledge sources and using advanced testing tools, you can build on the strength of Freshdesk to create a truly omnichannel support experience.

Try eesel AI for free and see how it can enhance your Freshdesk account with even more intelligent automation.