A complete guide to Freshdesk AI features in 2025

Let's be real, working in customer support can feel like a pressure cooker. Customer expectations have gone through the roof, ticket queues keep getting longer, and teams are stretched thin trying to keep up. It’s no wonder so many are looking to AI to help scale their work without completely burning out their agents. If you’re a Freshdesk user, you’ve probably heard a lot about its built-in AI, Freddy.

Freshdesk AI is a whole suite of tools meant to automate the repetitive stuff and help your agents work smarter. It’s a pretty powerful part of the platform, but it’s a good idea to get a clear picture of what it does well (and what it doesn’t) before you go all in. This guide will walk you through the main Freshdesk AI features, its limitations, and how the pricing works, so you can figure out if it's the right choice for your team.

What is Freshdesk AI?

"Freshdesk AI" isn't a single product, but the umbrella term for all the artificial intelligence features baked into the platform. The engine running everything is Freddy AI, the in-house AI that Freshworks built. You can think of Freddy as the brain and Freshdesk AI as all the different features it powers.

Freddy AI is typically split into three main parts that work together:

• Freddy AI Agent: This is the bot your customers will talk to. It's built to give instant answers to common questions through chatbots or email bots, hopefully solving the easy problems before a ticket even needs to be created.

• Freddy AI Copilot: This one is for your agents. It acts like a sidekick inside the help desk, helping your team find info, write replies, and get the gist of long conversations without having to read every single word.

• Freddy Insights: This is the analytics piece of the puzzle. It looks at all your support data to help managers see what’s going on, find gaps in your knowledge base, and make better decisions about how the team is running.

When you put them all together, the goal is to make the whole support process more efficient, from the first time a customer reaches out to the final performance report.

Key Freshdesk AI features for agent assistance (Freddy AI Copilot)

The Freddy AI Copilot is meant to be a personal assistant for your support agents. The main idea is to cut down on the time they spend on tedious, repetitive tasks so they can put their brainpower toward solving the really tough problems. It lives right inside the Freshdesk interface and helps out in a few specific ways.

Automated ticket summarization

We've all been there: you get a ticket with a conversation thread so long it could be a short novel. Freddy AI can scan these long threads and spit out a few bullet points summarizing what's happened so far. This saves a ton of time, especially when a ticket gets passed to a new agent who needs to get up to speed in a hurry.

Reply suggestions and writing assistance

This is where the Copilot really shines. It helps agents write better replies, faster.

• Canned Response Suggester: The AI reads the ticket and suggests macros or pre-written responses that might fit, so agents don't have to go digging for the right one.

• Solution Article Suggester: If the answer is already in your knowledge base, Freddy finds the article and tees it up for the agent to share with the customer.

• Writing Assistant: This feature helps agents polish their writing. It can rephrase a sentence to sound a bit more professional, catch grammar mistakes, or tweak the tone to match your company's voice.

Solution article generation

You know that feeling when an agent writes the perfect, detailed solution to a tricky problem? That should totally be a help center article, but that task usually gets pushed to the bottom of the list. Freddy AI lets agents draft or update knowledge base articles right from the ticket, making it easier to save those golden nuggets of information for everyone to use later.

Sentiment analysis and auto-triage

Freddy AI can also read the room, so to speak. It analyzes incoming messages for customer sentiment, flagging tickets where someone seems really upset. This helps agents focus on the most critical issues first. You can also use this to automatically update ticket fields, like setting the priority to "Urgent" if the conversation has a negative tone.

Walled-garden limitations of Freshdesk AI features

While these features are helpful, the Freddy AI Copilot has one big catch: it only knows what's inside Freshdesk. It learns from your past tickets, your macros, and the help center articles you host on the platform.

But what if your most important product docs are in Confluence? Or your team’s troubleshooting playbooks are in Google Docs? For any team whose knowledge lives in more than one place, Freddy’s suggestions are going to be incomplete. The problem is, most teams don't keep all their knowledge in Freshdesk.

That's why a tool like eesel AI can make a huge difference. It plugs right into your Freshdesk account but pulls knowledge from all your different apps. By connecting to dozens of sources, it makes sure your agents get draft replies based on your entire company's knowledge, not just what's stored in the help desk.

Core Freshdesk AI features for automation (Freddy AI Agent)

The Freddy AI Agent is all about automation. Its whole job is to solve customer problems so your team doesn't have to, freeing them up for more complicated work. It does this through chatbots and email automation.

Conversational AI chatbots

You can put Freshdesk’s AI chatbots on your website or in your app to give customers 24/7 help. These aren't like the old, clunky bots that just follow a script. Freddy uses natural language understanding (NLU) to figure out what a customer is actually asking, even if they type it in a weird way. It can handle simple things like "Where's my order?" and point people to the right answer.

Email AI agent

The email AI agent is a bot that works in your support inbox. It reads new emails and, if it spots a common problem it knows how to solve, it will automatically reply with the solution and close the ticket. This can deflect a good portion of repetitive questions before an agent ever has to see them.

The challenge of implementing and testing Freshdesk AI features

Going all-in on automation sounds great, but it can be nerve-wracking. Setting up an AI agent that you trust to talk to your customers takes a lot of careful setup and testing. If you launch it too early, you risk it giving out wrong answers and creating more problems than it solves. Unfortunately, many platforms don't give you a safe space to see how the AI will actually perform before it goes live.

This is why a slow, controlled rollout is so important. Instead of forcing you to flip a switch and hope for the best, eesel AI offers a simulation mode. You can test your AI on thousands of your past tickets in a totally risk-free environment. This shows you exactly how it would have answered real customer questions and gives you a solid forecast of its resolution rate. You can tweak its behavior and start by only automating one specific type of question. Once you see it working well, you can gradually let it handle more.

Understanding pricing and plans for Freshdesk AI features

Trying to figure out what you’ll actually pay for Freshdesk AI can be a little confusing. The AI features aren't always included in the base plans; they’re often tucked into the more expensive tiers or sold as add-ons with their own separate price tags.

How Freshdesk AI features are sold

Most of the really cool AI stuff is only available on the Pro and Enterprise plans. Even then, some features, especially the automation-focused Freddy AI Agent, are considered add-ons that you have to buy on top of your plan. Let's take a look at the public pricing to see what that means.

Breakdown of pricing for Freshdesk AI features

Here's how the AI features generally fit into Freshdesk's plans, based on their pricing page.

Plan	Price (Billed Annually)	Key AI Inclusions & Add-ons
Growth	₹999/agent/month	First 500 Freddy AI Agent sessions included (then pay-per-session). Copilot is an add-on (₹2,399/agent/month).
Pro	₹3,599/agent/month	First 500 Freddy AI Agent sessions included. Freddy AI Copilot & Insights (Beta) included.
Enterprise	₹5,699/agent/month	First 500 Freddy AI Agent sessions included. Copilot is an add-on. Insights requires Copilot.

Disclaimer: Pricing is sourced from the Freshdesk website and is subject to change. Always check with the official vendor before making a purchase.

The hidden costs of per-session pricing for Freshdesk AI features

One of the most important details here is the pricing for the Freddy AI Agent. After your first 500 free sessions, you have to start paying for them in blocks (for example, ₹7,999 per 1,000 sessions).

The catch with this model is that your costs can get unpredictable, fast. If you have a busy month because of a product launch or an outage, your ticket volume will go up, your automation usage will spike, and your bill will follow. You end up in a weird spot where you're basically penalized for being successful at deflecting more tickets.

This is a big difference compared to platforms like eesel AI, which are built on transparent, predictable pricing. Our plans come with a generous number of AI interactions, and we never charge you per resolution. Your bill is the same every month, so you can scale your support automation without getting hit with surprise fees.

The smarter way to add AI to Freshdesk

Freshdesk AI has a solid set of native features that can definitely make a support team more efficient. But it comes with a few trade-offs: its knowledge is stuck inside the Freshdesk ecosystem, setting up full automation can feel like a gamble without a good way to test it, and the pricing can leave you with a surprisingly high bill.

For teams that want a bit more power and flexibility without all the hassle, eesel AI was built to be a smarter way to do things. It's designed to work with the tools you already love, not lock you into just one.

• Get started in minutes, not months: eesel AI is a truly self-serve platform. You can sign up, connect your Freshdesk account with a single click, and get going on your own.

• Bring all your knowledge together: Don't let your AI be limited by your help desk. Connect to Confluence, Google Docs, Slack, and over 100 other sources to give your team and your bots access to everything your company knows.

• Test without the stress: Use the simulation mode to see exactly how your AI will perform on your real historical tickets before a single customer ever interacts with it.

• Pricing that makes sense: Our plans are simple and predictable. You'll never be surprised by per-resolution fees or hidden costs.

This tutorial shows you how to enhance your customer experience using the smart assistant Freddy AI in Freshdesk.

Ready to see how easy it can be to add powerful AI to your support workflow? Start your free eesel AI trial and connect it to your Freshdesk account in under five minutes.