A complete guide to Freshdesk AI pricing in 2025

Trying to figure out software pricing can feel like a guessing game, especially when "AI" is part of the package. You know you need automation to keep up with customer demands, but the last thing you want is a surprise on your monthly bill. Freshdesk is a big name in customer support, and its AI features, known as "Freddy AI," promise to make life easier for your team.

But what will it actually cost you? It’s rarely a single number. This guide cuts through the noise to give you a straightforward look at Freshdesk AI pricing. We’ll break down the plans, the mandatory add-ons, and the potential hidden costs so you can figure out what you’d really be paying.

What is Freshdesk AI?

"Freshdesk AI" is basically the brand name for all the artificial intelligence features baked into the Freshdesk platform, mostly flying under the "Freddy AI" banner. The goal is to bring automation and smarts into your ticketing system, helping your team handle more without burning out.

Freddy AI is split into three main parts:

• Freddy AI Agent: This is the bot that works on its own. It can handle common questions across email and chat, resolving simple issues without a human agent ever needing to step in.

• Freddy AI Copilot: Think of this as a helpful assistant for your human agents. It can summarize long ticket threads, help draft replies in the right tone, and generally take some of the grunt work off their plates.

• Freddy AI Insights: This one is all about analytics. It looks at your support data to find trends, flag recurring problems, and point out where your support process might be getting stuck.

Essentially, Freddy AI is Freshdesk’s built-in way to automate repetitive tasks and let your agents focus on the trickier stuff.

A screenshot of Freshdesk's Freddy AI Copilot, which is a key factor in Freshdesk AI pricing.

A detailed breakdown of the Freshdesk AI pricing plans

Freshdesk’s features are tiered, and as you’d expect, the really useful AI tools are either in the more expensive plans or sold as separate add-ons. Before you can even think about AI, you have to subscribe to one of their core help desk plans.

Let’s look at those main plans first.

Core Freshdesk plans

To get access to any of Freshdesk’s AI tools, you first have to be on a paid plan, and not just any paid plan.

The Free and Growth ($15/agent/month) plans are great for getting started with basic ticketing, but they don’t include any AI capabilities at all. You get things like email ticketing, a knowledge base, and some basic automation, but the AI features are off-limits.

Things start to change with the Pro plan, which costs $49 per agent, per month. This is the first tier where you get the option to purchase the AI add-ons. It also comes with 500 free "AI Agent sessions" to give you a taste.

The top-tier Enterprise plan at $79 per agent, per month also allows you to buy the AI add-ons and includes the same 500 free sessions. This plan is built for larger organizations that need features like skill-based ticket routing and audit logs.

So, the key takeaway is you need to be on at least the Pro plan to even consider paying more for AI. This is where the pricing gets a bit more layered.

Understanding the Freddy AI add-ons

Once you’re on the Pro or Enterprise plan, you can start adding the Freddy AI features. Here’s what they cost:

• Freddy AI Copilot: This is the tool that helps your agents work faster. It’s an extra $29 per agent, per month. So if you’re on the Pro plan, your total cost becomes $49 + $29 = $78 per agent, per month just to have an AI assistant for your team.

• Freddy AI Agent: This is the bot that resolves tickets on its own. The pricing here is totally different. It costs $100 for every 1,000 "sessions."

You’re probably asking, "What’s a session?" Freshdesk defines a session as a unique conversation between a customer and the bot in a 24-hour window. This usage-based model can be tough to forecast, especially if your ticket volume goes up and down. It introduces a variable cost that can add up fast, which brings us to some of the hidden challenges.

The hidden costs and limitations of the Freshdesk AI pricing model

The price on the website is rarely the final price you pay, and Freshdesk AI is a perfect example. The tools are decent, but the pricing model can create some real headaches and unexpected bills.

Unpredictable costs from per-resolution fees

The pricing for the Freddy AI Agent is a classic usage-based model that can feel like you’re being penalized for being busy. If you have a successful product launch or a seasonal rush, your support volume will spike, and so will your Freshworks bill. This makes budgeting incredibly difficult and almost discourages you from letting the AI solve too many problems.

A more sensible approach is a platform with predictable pricing that doesn’t charge you for every little interaction. For instance, tools like eesel AI have plans based on a set volume of interactions, keeping your costs stable and predictable, even when you’re swamped.

Key features locked behind expensive plans

If you want to use Freshdesk’s AI, there’s no cheap way in. You have to start with the Pro plan at $49/agent/month. Then, if you want the agent assistant, you have to add the AI Copilot for another $29/agent/month, bringing you to $78 per agent.

This structure puts smaller teams in a bind. You either have to make do with a basic help desk or jump to a pricey plan just to get the automation you need. There isn’t much of a middle ground.

A closed ecosystem limits knowledge sources

Freshdesk’s AI is designed to learn from information that lives inside Freshdesk, past tickets, macros, and articles in your Freshdesk knowledge base. But what about all the other places your team keeps important information?

This becomes a major roadblock if your company knowledge is spread across tools like Confluence, Google Docs, or Notion. Freshdesk’s AI can’t see any of that external info, which means its answers can be incomplete or just wrong. Your AI is only as smart as the data it can access, and keeping it in a silo creates a pretty limited bot.

A more flexible approach to AI with eesel

The limitations of a built-in AI don’t mean you have to ditch your help desk. Instead of getting locked into an expensive and rigid system, you could use a more flexible AI platform that plugs right into the tools you’re already using, including Freshdesk.

Get set up in minutes, not months

Starting with new enterprise software can feel like a massive project. But with eesel AI’s integration for Freshdesk, you can connect your help desk with a single click and be up and running in minutes.

Even better, you can avoid a messy launch. eesel AI has a simulation mode that lets you test the AI on thousands of your past Freshdesk tickets. You can see exactly how it would have performed and get a solid forecast of your resolution rate before it ever talks to a real customer.

A screenshot of the eesel AI Copilot drafting a reply to a refund policy question in Freshdesk, showing an alternative to the standard Freshdesk AI pricing.::A screenshot of the eesel AI Copilot drafting a reply to a refund policy question in Freshdesk, showing an alternative to the standard Freshdesk AI pricing.

Unify all your knowledge, not just your help desk

Remember that siloed knowledge problem? A modern AI platform solves this by connecting to all your info sources. eesel AI integrates with over 100 common tools, so you can train your AI on everything from internal wikis in Confluence to design specs in Figma.

This means your AI agent has a full picture of your company’s knowledge. When a customer has a question, it can find the right answer from your entire knowledge ecosystem, not just what’s stored in Freshdesk. The result? More accurate answers and happier customers.

Get total control and predictable pricing

The worst part of usage-based pricing is the lack of control. With eesel AI’s transparent pricing, you’ll never get a surprise bill. Plans are based on a predictable monthly interaction volume, and there are absolutely no per-resolution fees. Your costs won’t shoot up just because you had a busy month.

You also get to decide exactly how the AI behaves. From a simple dashboard, you can set which types of tickets the AI handles, customize its tone of voice, and even create custom actions for it to look up order details or update ticket statuses. It’s an approach that puts you in control.

This video provides a complete guide to Freshdesk, including a discussion on its pricing structure for different plans.

Is the Freshdesk AI pricing right for you?

Freshdesk is a solid help desk, but its native AI comes with a few strings attached. The best features are reserved for expensive plans, and the unpredictable, usage-based fees for its bot can make budgeting a real pain. If you’re a large company that’s already all-in on the Freshworks ecosystem, it could be a decent fit.

However, for teams that want flexibility, predictable costs, and an AI that can use knowledge from all their company’s tools, a solution that integrates with Freshdesk is often the smarter and more cost-effective choice. You get to keep your help desk and power it with an AI that works the way your team does.

Ready to see what a more flexible AI can do? See how eesel AI can work with your existing Freshdesk setup.