A complete guide to the Freshdesk AI Copilot in 2025

If your team uses Freshdesk for customer support, you’ve probably heard about its built-in AI assistant, the Freshdesk AI Copilot. Powered by an engine they call Freddy AI, it’s designed to give your agents a helping hand to work faster and keep things consistent.

But what does it actually do? How good is it, what’s the real cost, and where does it fall short?

We’re going to break all of that down. In this guide, we’ll get into the details of the Freshdesk AI Copilot, covering its features, how to get it running, and what you can expect to pay. We’ll also look at how a different kind of AI platform can plug right into your existing Freshdesk setup and give your team even more power.

What is the Freshdesk AI Copilot?

The Freshdesk AI Copilot isn’t a separate tool you buy off the shelf. Think of it more as a built-in assistant that works right alongside your agents inside the Freshdesk interface. Its main job is to boost your team’s productivity by handling some of the repetitive, time-consuming tasks.

When an agent is working on a ticket, the Copilot analyzes the conversation in real time to offer up some help. It can summarize long, rambling ticket threads, suggest a few replies, or even help tweak the tone of a message to sound more empathetic. It’s supposed to be an "always-on" partner for your support team, helping speed up replies and keep the quality high.

It’s worth noting that Freshdesk also has a fully automated "AI Agent" that can deflect tickets entirely, but the Copilot is specifically built to assist, not replace, your human agents.

Core features and capabilities of the Freshdesk AI Copilot

So, what can this copilot actually do for your team day-to-day? All of its tools are built directly into the ticket view, so agents don’t have to jump between screens to use them.

• Writing assistance: This is the main event. The Copilot can help agents draft replies from scratch, rephrase sentences to be clearer, or take a few short notes and expand them into a complete response. It can also adjust the tone, shifting from casual to formal or vice versa.

• Conversation summarization: We’ve all seen those ticket threads that scroll on forever. The Copilot can create a quick, clean summary of the entire conversation. This is a huge time-saver when a ticket gets passed to another agent or escalated to a new tier.

• Resolution assistance: The AI looks at the customer’s question and suggests relevant articles from your Freshdesk knowledge base or pre-written canned responses. This helps agents track down the right information without having to leave the ticket and search for it manually.

• Sentiment analysis: The Copilot tries to figure out how the customer is feeling (positive, neutral, or negative) as the conversation unfolds. This gives agents a heads-up so they can prioritize angry customers or handle sensitive situations with a bit more care.

• Real-time translation: For teams that deal with a global customer base, the Copilot can translate conversations in over 60 languages. This lets agents chat with customers in their native language, which is always a nice touch.

These features are definitely helpful, but their effectiveness is tied directly to the information you have stored inside Freshdesk. If your most important company knowledge lives somewhere else, the Copilot won’t be able to find it and its suggestions might miss the mark.

Setup, configuration, and limitations of the Freshdesk AI Copilot

So, how do you get this thing up and running? It’s not quite as simple as flipping a switch. It’s an add-on that needs to be purchased and then configured by an admin.

First, someone with admin access has to go into the ‘Plans & Billing’ section and buy the Freddy AI Copilot add-on. It’s only available for Pro and Enterprise plans. After that, you have to assign the licenses you bought to specific agents. It’s a few hoops to jump through, which points to one of the early hurdles: the setup isn’t exactly a one-click affair.

Key limitations to consider

While having an AI assistant built right into your help desk is convenient, the Freshdesk AI Copilot comes with some real limitations that might be a dealbreaker for teams who need more serious automation.

• Knowledge is trapped inside Freshdesk: The Copilot’s brain is made up of your Freshdesk knowledge base articles and old tickets. It can’t look at crucial information your team might have in other places, like internal wikis in Confluence, troubleshooting guides in Google Docs, or quick answers shared in Slack. If your real "source of truth" is scattered around, the AI’s suggestions will be incomplete.

• No real way to test it safely: There isn’t a straightforward way to see how the AI will actually perform before you turn it on for your customers. You can’t run it on thousands of your past tickets to see how it would have answered, which makes it tough to know how much it will really help (or hurt) without putting your live customer experience on the line.

• You can’t really customize its workflow: The Copilot’s skills (summarize, rephrase, suggest) are set in stone. You can’t teach it new tricks, like automatically looking up order information from Shopify or flagging a ticket for a specific team based on certain keywords. This rigidity can be a problem for teams with unique or more complex ways of doing things.

If your team’s knowledge lives all over the place, you’ll probably need something that can connect all those dots. An AI platform like eesel AI can plug directly into Freshdesk and give answers based on your entire company’s knowledge, not just what’s sitting in one help desk.

Freshdesk AI Copilot pricing explained

Let’s talk money. Freshdesk’s pricing for its AI tools can be a bit tricky to pin down because it’s layered. The AI Copilot isn’t part of the standard plans; it’s a paid add-on that you have to buy for each agent who needs it.

Here’s how the costs break down:

Plan Level	Base Price (per agent/month, billed annually)	AI Copilot Add-on (per agent/month, billed annually)	Total Cost with Copilot (per agent/month, billed annually)
Growth	$15	Not Available	N/A
Pro	$49	$29	$78
Enterprise	$79	$29	$108

This per-agent model means your AI bill grows every time you hire a new support agent, which doesn’t always line up with the value you’re getting. On top of that, their fully autonomous "AI Agent" is priced separately based on "sessions," which adds another layer of complexity and makes your monthly bill hard to predict.

This is a big difference from platforms like eesel AI, which has transparent, predictable pricing based on how much you use it, not how many people are on your team. With eesel AI, all the AI features are included in one plan, and you’re never charged per agent. It makes budgeting a whole lot easier and means your costs won’t balloon as you grow.

A more flexible alternative: eesel AI for Freshdesk

For teams who need more power and flexibility than the native Freshdesk AI Copilot can offer, eesel AI is a great alternative that works smoothly with the tools you already use. It’s designed to enhance your setup, not make you start over.

Here’s how eesel AI gets around the limitations of a siloed, built-in AI:

Unify all your company knowledge instantly

The single biggest difference is that eesel AI learns from all your knowledge, wherever it lives. In just a few minutes, you can connect it to Confluence, Google Docs, Notion, Slack, your help desk history, and more. It pulls all of that information together to power its answers inside Freshdesk, making sure every response is based on the full picture.

Go live in minutes with a self-serve setup

Forget about talking to sales and messing with complicated add-ons. With eesel AI, you can sign up, connect your help desk, add your knowledge sources, and get your AI assistant running all on your own, usually in less than an hour. It’s built to be incredibly straightforward.

This tutorial shows how to use Freddy AI within Freshdesk to enhance customer experience.

Test with confidence and roll out gradually

eesel AI has a powerful simulation mode that lets you test your AI on thousands of your real, historical tickets before it ever talks to a single customer. You can see exactly how it would have replied, get a solid forecast of your automation rate, and find any gaps in its knowledge, all completely risk-free. When you’re happy with it, you can start small by letting it handle certain types of tickets and expand from there.

Gain total control with a customizable workflow engine

Go way beyond simple suggestions. eesel AI lets you build your own custom workflows. You can define the AI’s exact tone and personality, set up rules for when it should (and shouldn’t) automate, and even configure custom actions to have it look up order data, triage tickets, or call external APIs. It gives you the control to automate your support exactly the way you want.

Should you use the Freshdesk AI Copilot?

So, what’s the verdict? The Freshdesk AI Copilot is a decent option for support teams that live and breathe Freshdesk and are just looking for some basic, built-in help for their agents. Its writing and summarizing tools can definitely make agents’ lives a little easier.

But if your company knowledge is scattered across different apps, or if you need more control over your automation, a predictable price tag, and the ability to safely test everything before it goes live, you’ll likely feel its limitations pretty quickly.

For those teams, a solution like eesel AI offers a much more powerful and flexible approach. It plugs into your existing Freshdesk account, pulls together all your scattered knowledge, and gives you the tools you need to build a truly smart automation system that works for you.

Ready to see what a fully connected AI can do for your Freshdesk workflow? Connect your help desk and get started with eesel AI for free.