A practical guide to the Freshdesk AI Tone Enhancer in 2025

Getting the tone right in customer support can be the difference between a happy, loyal customer and one who’s gone for good. We’ve all been on both sides of that chat window, right? The right words can build instant rapport or calm a tense situation, while the wrong ones feel like pouring gasoline on a fire.

So, AI tools are stepping in to help, promising to keep agents on-brand even when they're juggling a dozen conversations at once. A tool like the Freshdesk AI Tone Enhancer aims to solve this exact problem, but honestly, it’s often just one small piece of a much bigger puzzle.

This guide will give you a clear, no-fluff look at what the Freshdesk AI Tone Enhancer is, what it actually does, where it falls short, and how much it costs. We'll also look at a more powerful, integrated alternative for teams that are serious about automating their support.

What is the Freshdesk AI Tone Enhancer?

The Freshdesk AI Tone Enhancer is a specific feature tucked inside Freshworks' bigger AI suite, which they call Freddy AI Copilot. Its whole purpose is pretty simple: it helps your support agents tweak the tone of their written responses after they’ve already typed them out.

Think of it like a grammar checker, but for feelings. Based on Freshworks' own documentation, it gives agents a few options to rewrite their text, like "More formal," "Less formal," "Professional," "Casual," or "Friendly." The goal is to quickly polish a message so it better fits the customer's mood or the specific conversation.

It’s worth noting this isn't something you can buy on its own. It’s an add-on feature that you can only get with certain Freshdesk pricing plans, which we’ll get into in a minute. The big idea is to help agents work a little faster and keep customers happy by making every message feel appropriate.

Core features of the Freshdesk AI Tone Enhancer

While the feature itself is pretty straightforward, it’s designed to handle a few common headaches that support teams deal with every single day.

How does the Freshdesk AI Tone Enhancer work?

The workflow is easy enough. An agent types a response in the ticket editor, highlights the part they want to change, clicks the Freddy AI icon, and picks a tone like "More formal" or "Less formal." The tool then rewrites that highlighted section to match the tone they chose.

It’s really an assistive tool. It’s there to refine what an agent has already written, not to come up with a reply from scratch. It's meant to be a final touch-up before hitting send.

Where the Freshdesk AI Tone Enhancer can come in handy

This kind of tool can be genuinely helpful in a few situations:

• Keeping your brand voice consistent. It helps make sure every agent, from the seasoned pro to the new hire, sticks to the company's communication style.

• Training new team members. It can act as a real-time coach for new agents who are still figuring out how to talk to customers in different scenarios.

• Cooling down tough conversations. It gives agents a quick way to switch from a casual tone to a more formal and empathetic one when a customer is upset.

• Helping out multilingual agents. For agents who aren't native speakers, it provides a quick check to make sure their grammar and tone come across as professional and clear.

• Polishing rough drafts. It can quickly turn some blunt notes or a direct answer into a more polished, customer-friendly reply.

The limitations and price of the Freshdesk AI Tone Enhancer

The tool definitely has its uses, but you really need to look at its limitations and pricing before you jump in. This is where you start to see the gaps that more advanced AI platforms are built to fill.

Limitation 1: Pre-set tones are not very flexible

Probably the biggest issue is how rigid the pre-set tones are. What if your brand voice isn't just "formal" or "casual"? Maybe your style is "playful yet professional," or "technical but friendly." The Tone Enhancer can't be customized to match a unique brand personality like that.

This means your agents have to pick the "closest" option and then manually edit the text again, which kind of defeats the purpose of using an AI tool to save time.

In contrast, modern AI tools should let you define your own specific AI persona. For instance, a platform like eesel AI gives you a fully customizable prompt editor where you can tell the AI exactly how you want it to sound, ensuring it always stays on-brand without the extra work.

Limitation 2: It's a manual edit, not real automation

The Freshdesk AI Tone Enhancer is a reactive tool. The agent has to write the response, remember to highlight it, click a button, and choose an option. It adds more clicks and time to their workflow, even if it’s just a few seconds per ticket. Over hundreds of tickets, that time really starts to add up.

Even more importantly, it doesn't do anything to reduce the initial effort of figuring out what to say. It only helps with the final polish.

A better approach is an AI Copilot that drafts the entire response in the correct tone right from the start. By learning from your past tickets, knowledge bases, and other documents, a truly integrated AI can shift the workflow from "write, then edit" to just "review and send." That’s where you see huge time savings.

Limitation 3: The pricing is complicated and expensive

For many teams, this is the real dealbreaker. The Tone Enhancer isn't just included in the standard Freshdesk plans. It’s part of the Freddy AI Copilot add-on, which has its own price tag.

This add-on costs $29 per agent per month (if you pay annually), and you can only get it if you're already on a Pro ($49/agent/mo) or Enterprise ($79/agent/mo) plan.

Let’s look at what that actually means for your budget:

Plan Component	Cost per Agent/Month (Annual Billing)	Total Monthly Cost per Agent
Freshdesk Pro Plan	$49	-
Freddy AI Copilot Add-on	$29	-
Total (Pro Tier)	-	$78
Freshdesk Enterprise Plan	$79	-
Freddy AI Copilot Add-on	$29	-
Total (Enterprise Tier)	-	$108

A per-agent, per-month fee can get expensive fast, especially if your team is growing. This model often forces you to pick and choose which agents get access to AI, creating an inconsistent workflow. It also means you’re paying for a seat whether an agent uses the feature ten times a day or twice a month.

A more flexible alternative: Unified AI with eesel

Instead of focusing on a single, small feature, it's more effective to look at the core problem: how can you help your team respond faster while staying perfectly on-brand? This is where a unified AI platform really makes a difference.

Go beyond basic tones with a custom AI persona

With eesel AI, you’re not stuck with generic tones. You can use a powerful prompt editor to define your AI's exact voice, personality, and rules. Want it to be witty? You got it. Need it to be strictly formal? No problem. This persona is automatically applied every time the AI drafts a reply, which means no more manual tone adjustments.

Automate full replies instead of just editing them

eesel's AI Copilot and AI Agent learn from all your company's knowledge, not just a handful of canned responses. It connects to your past tickets in Freshdesk, your macros, and even documents you have stored elsewhere, like in Confluence or Google Docs.

This deep knowledge allows eesel to draft complete, accurate, and context-aware replies in seconds. Your agent's job shifts from tedious drafting and editing to just giving a quick review before sending.

Get started in minutes with clear, predictable pricing

One of the most frustrating things about enterprise software is the long, drawn-out setup process. eesel AI is self-serve, which means you can connect your helpdesk and be up and running in minutes, no mandatory sales calls or demos required.

Even better, eesel AI’s pricing is transparent and based on interactions. You pay for the value you actually get from the AI, not for how many agents you have. This keeps your costs predictable and lets you scale without getting penalized. All features (Copilot, Agent, Triage) are included in every plan, so you aren't stuck paying extra for piecemeal add-ons.

Feature	Freshdesk AI Tone Enhancer	eesel AI
Tone Customization	Limited to pre-set options (e.g., formal, casual)	Fully customizable AI persona and voice via prompt editor
Workflow	Manual, post-writing editing step	Automated drafting of full replies in the correct tone
Knowledge Sources	Only edits existing text, doesn't generate content	Learns from past tickets, help centers, Confluence, Google Docs & more
Setup	Enabled within Freshdesk admin	Self-serve setup in minutes with one-click integrations
Pricing Model	Per-agent, per-month add-on fee ($29/agent)	Interaction-based; all features included in one plan

Move beyond the Freshdesk AI Tone Enhancer and toward true automation

The Freshdesk AI Tone Enhancer is a handy little tool for refining agent responses. It can help with consistency and quality control here and there. But its major drawbacks, a lack of customization, a clunky manual workflow, and a costly pricing model, make it a tough sell for teams looking to seriously improve their efficiency.

For businesses that want to scale their support and protect their brand voice, the answer isn't a simple editing widget. It’s a unified AI platform that automates the entire response process, from understanding what the customer wants to drafting a perfect, on-brand reply.

This is where a solution like eesel AI comes in, offering the flexibility, power, and predictable pricing you need to deliver great service without compromise.

Ready to see what a truly customizable and automated AI support agent can do? Sign up for a free trial of eesel AI and build an AI that speaks your brand's language in minutes.