A practical guide to Freshdesk AI agent session consumption

Everyone's jumping on the AI bandwagon for customer service in 2026, and it makes sense. Tools like Freshdesk are rolling out some impressive features with their "Freddy AI," handling routine replies, solving issues faster, and generally making life easier for support agents. On the surface, it's a powerful way to scale. To get the most out of it, it helps to understand how the pricing model works.

The technology is highly capable, and understanding pricing based on "sessions" is key to planning. What is a session, and how many will your team use? Having a clear view of your consumption helps you forecast your budget effectively.

That’s why we put this guide together. We’re going to look at Freshdesk AI agent session consumption, explain how it works, and help you decide the best way to utilize it for your business.

What is Freshdesk AI agent session consumption?

First things first, let's break down the terminology. Freshdesk AI, which you might know as Freddy AI, is a mature AI tool for customer support. It comes in two flavors: the Freddy AI Copilot, which helps your human agents work faster, and the Freddy AI Agent, which handles customer questions independently.

We’re going to focus on the Freddy AI Agent, because its usage is billed based on "sessions." According to Freshworks, a "session" is a unit of measurement that varies depending on the channel:

• For email: Every single email response the AI sends counts as one session.

• For chat: All the back-and-forth between a customer and the bot within a 24-hour period counts as just one session.

This structure allows Freshdesk to offer a flexible service that can adapt to different support environments. Understanding this is key to knowing how your investment translates into customer resolutions.

Channel	How a "Session" is Counted
Email	1 session = Every single AI reply
Chat	1 session = All bot-customer messages in 24 hours

How Freshdesk calculates Freshdesk AI agent session consumption

So, what does this look like in the real world? Let’s walk through how session usage stacks up, particularly for teams that rely on email.

Because every automated email reply counts as a session, a conversation can use multiple sessions. The same conversation over chat would be bundled into one.

Let's imagine a customer emails you asking for a refund.

1. The AI replies, asking for their order number. (That’s 1 session)

2. The customer emails back with the number.

3. The AI replies again to confirm the refund has been processed. (That’s 2 sessions)

This straightforward interaction uses two sessions. For teams handling complex technical or B2B support through email, these sessions accumulate as the AI provides thorough assistance. It's a scalable model that ensures you pay for the volume of support provided.

If you’re already a Freshdesk user, you can view this in your dashboard. Just go to Analytics, find the Email AI Agents Performance Report, and check the "Sessions Comparison" tab. It’ll give you a clear idea of your current usage.

Considerations for managing sessions

The session model is designed to be tiered and scalable. To use it most effectively, there are a few things to keep in mind:

• Forecasting volume: It's helpful to monitor your email and chat trends. A busy month could mean you use more sessions, so keeping an eye on your reports helps with planning.

• Email automation strategy: Since email automation is priced per reply, you can choose exactly which types of queries are best suited for AI intervention to maximize your ROI.

• Utilizing session packs: Freshdesk offers AI sessions in bundles, such as 1,000 sessions for $100. This tiered approach lets you buy exactly what you need as your team grows.

• Optimizing automation: Knowing the cost per session can help your team decide when the AI should lead and when a human touch is needed, ensuring the best balance for your customers.

• The benefit of native tools: Using a native tool like Freddy means your automation is deeply integrated into your helpdesk, providing a seamless experience for your agents.

For teams looking for additional options, there are AI tools that work within the Freshdesk ecosystem but offer different pricing models. For example, eesel AI connects directly with Freshdesk and offers a different way to manage interaction costs.

A complementary approach: Transparent AI pricing with eesel AI

Instead of relying solely on native AI, you can integrate a complementary solution right into your current Freshdesk setup. eesel AI is designed to work with Freshdesk, giving you an extra set of tools without needing to change your core platform.

Here’s why it’s a great option to consider:

Simple and predictable pricing

The main difference is the pricing model. eesel AI uses a monthly number of "AI interactions." An interaction is one reply from the AI or one action it takes. This provides a different way to budget that some teams find easier to forecast.

With eesel AI, you get a flat monthly fee for a set number of interactions. This makes your monthly spend very predictable. Plus, the flexible monthly plans allow you to adjust your usage as needed.

Beyond pricing: Integration benefits

It isn't just about the cost: eesel AI is built to be an easy-to-use addition to your workflow.

• Get started quickly: You can set up eesel AI easily. It offers one-click integrations with Freshdesk and can pull knowledge from other sources like Confluence or Google Docs.

• Risk-free testing: Not sure how AI will handle your queries? eesel AI has a simulation mode that lets you test it on past tickets. You can see the potential resolution rate and how it works with your data before going live.

• Connect your knowledge base: While Freshdesk's AI is excellent with help center articles, eesel AI can also connect to other knowledge sources. It can learn from internal wikis and private documents to provide even more context-aware answers.

Moving forward with your AI strategy

Freshdesk AI is a powerful, enterprise-grade tool. Understanding the Freshdesk AI agent session consumption model is the first step in using it successfully. It offers a scalable way to handle customer queries across different channels.

The good news is that the Freshdesk ecosystem is broad. An option like eesel AI can work alongside Freshdesk to give you more ways to manage your support automation and pricing preferences.

Ready to see how AI can enhance your support?

Explore your options for AI support in 2026. With eesel AI, you can find a pricing model that fits your team's specific needs while continuing to use the Freshdesk platform you trust.

You can simulate eesel AI on your past Freshdesk tickets for free to see your team's true automation potential.

Start Your Free Trial or Book a Demo to learn more.