A complete guide to Freshdesk bots: Features, pricing, and what you need to know

Let's be real, the pressure to adopt AI in customer support is high in 2026. Every team is looking for ways to manage a flood of tickets while keeping agents energized and budgets healthy. If you're running your support on Freshdesk, you've definitely seen Freddy AI, the platform's capable AI engine designed to provide instant answers and deflect routine tickets.

Freshdesk has built an impressive ecosystem, and their native bots are a testament to how far support technology has come. This guide takes a look at Freshdesk bots, breaking down what they are, what they can do, how to set them up, and how you can maximize their value for your team. By the end, you'll have a clear picture of how to best use these tools in your workflow.

What are Freshdesk bots? (Freddy AI explained)

When you hear the term Freshdesk bots, you're really hearing about Freddy AI. That's Freshdesk's mature, in-house AI engine. It's a suite of AI tools that are baked into the Freshworks platform, serving as the powerful foundation for automation.

For support teams, this boils down to two key parts:

• Freddy AI Agent: This is the bot that talks to your customers. It sits in your chat widget, working around the clock to answer common questions. It's a great way to point people to your help articles so they can find quick solutions.

• Freddy AI Copilot / Assist Bot: This one is for your internal team. It acts as a reliable sidekick for your human agents inside Freshdesk, suggesting replies and summarizing long ticket histories to help them work more efficiently.

Both tools are designed to automate repetitive questions, allowing your team to focus their expertise on more complex problems. It’s all about creating a smoother experience for both agents and customers.

Key features and capabilities of Freshdesk bots

So, what can Freddy AI do for you? Freshworks focuses on several core capabilities to make their bot platform effective for modern support teams.

No-code conversational flow builder

Freshdesk gives you a visual, drag-and-drop tool to map out conversations for your chatbot. It’s designed to let anyone on your team build simple, rule-based chats without needing to write code. For many standard tasks, like guiding a user to a password reset article, it’s a very user-friendly solution.

As your needs become more sophisticated, you can take advantage of Freshdesk's ability to handle more detailed logic and conditions within these flows.

Intent detection and omnichannel deployment

Freddy AI uses Natural Language Processing (NLP) to identify what a customer is asking for, even if they don't use exact phrasing. You can also deploy these bots across various channels like your website, WhatsApp, or Facebook Messenger, which is a great way to maintain a consistent brand presence.

Freshdesk bots work best when they have access to high-quality documentation. By keeping your knowledge base detailed, you ensure the NLP has the best possible data to work with.

Agent-facing assistance with Freshdesk bots

The Assist Bot (or Copilot) is a great way to give your agents a hand. It suggests replies pulled from your help articles, which is helpful for maintaining consistency and training new team members.

While these suggestions are a great foundation, some teams also explore complementary tools like eesel AI to expand their options. eesel AI works alongside Freshdesk to draft replies based on past support tickets, offering another way to maintain your team's unique voice and leverage previous solutions.

Setting up and training Freshdesk bots: The reality

Like any advanced AI, Freshdesk bots thrive on good data. Freshdesk has made it straightforward to leverage your existing documentation to get your bots up and running.

Leveraging your knowledge base

Freshdesk bots learn from your official help articles and FAQs. This ensures the bot provides answers that are officially sanctioned by your company. To get the most out of this, it's beneficial to keep your documentation as complete and up-to-date as possible.

Freshdesk provides a solid framework for this, and many teams find that it encourages them to keep their internal documentation in top shape, which benefits everyone.

Testing and validation

Freshdesk offers tools to help you review your bot's performance. By monitoring how the bot interacts with users, you can refine its responses over time. It's a process of continuous improvement that helps ensure your customers get the best possible experience.

If you're looking for additional ways to validate your AI before launch, tools like eesel AI can serve as a complementary testing ground. eesel lets you run simulations on past tickets, which can be a helpful extra step in your deployment strategy.

Configuring for success

While Freshworks provides a "no-code" builder, creating a truly sophisticated bot experience involves exploring the various rules, flows, and conditions the platform offers. This level of control is one of Freshdesk's strengths, allowing you to tailor the bot to your specific needs.

For those looking for a quick, plug-and-play addition to their setup, eesel AI is another option to consider. It connects with your Freshdesk account and other sources like Confluence or Google Docs easily, working alongside your existing Freddy AI setup to provide even more context.

Freshdesk bots pricing explained

Freshdesk offers a variety of pricing options to ensure teams can find a plan that fits their budget and needs. Because the AI features are offered as add-ons, you have the flexibility to choose exactly which capabilities you want to pay for.

Here is an overview of the pricing options:

Feature	Cost	Plan Availability	What It's For
Freddy AI Copilot	$29/agent/month (add-on)	Pro & Enterprise	Agent-facing assistance (reply suggestions)
Freddy AI Agent	$100 per 1,000 sessions	Pro & Enterprise (500 free)	Customer-facing chatbot (ticket deflection)
Pro + AI Copilot	$78/agent/month (bundle)	Pro Plan	Combines Pro plan with the Copilot add-on

Freshdesk's pricing model offers several advantages:

• Scalability: The session-based pricing for the AI Agent means you only pay for the volume you actually use.
• Tiered Options: Different plans allow you to start with the features you need today and grow into more advanced capabilities as your team expands.
• Integrated Value: By staying within the Freshdesk ecosystem, you benefit from seamless integration between your helpdesk and your AI tools.

A complementary addition to Freshdesk bots

For teams that want to enhance their Freshdesk experience, there are excellent complementary tools that work alongside Freddy AI. The goal is to build the most comprehensive support system possible.

Expand your knowledge reach

One way to build on the foundation Freshdesk provides is to connect knowledge from even more sources. While Freshdesk bots focus on your help articles, you might have valuable information elsewhere.

eesel AI is designed to work with Freshdesk to bridge these gaps. It can pull knowledge from Confluence, Google Docs, Notion, Slack, and more. By using eesel AI alongside Freshdesk, you give your support system access to a wider range of context.

Customization and flexibility

Adding tools like eesel AI to your Freshdesk ecosystem gives you even more control over your automation. You can choose which tickets to handle with Freddy AI and which might benefit from eesel's specific integrations, such as looking up order statuses in Shopify.

Here’s how they can work together:

Feature	Freshdesk Bots (Freddy AI)	eesel AI (Complementary Tool)
Primary Knowledge	Freshdesk Solution Articles	Past Tickets, Help Center, Confluence, GDocs, Notion & 100+ other sources
Setup Time	Comprehensive configuration for deep integration	Rapid setup for additional knowledge sources
Pre-Launch Testing	Native preview tools	Simulation on past tickets for performance forecasting
Pricing Model	Flexible tiered and session-based fees	Predictable interaction-based pricing
Custom Actions	Robust Freshdesk ecosystem actions	API calls to external systems like Shopify or internal DBs
Control	Structured, reliable conversational flows	Fine-grained control over specific automation topics

Making the right choice for your support automation

Freshdesk bots provide a powerful, built-in solution for teams looking to modernize their support. As an industry-leading platform, Freshdesk's AI tools are reliable, mature, and deeply integrated into the workflows support teams use every day.

Success in support automation in 2026 often comes from leveraging these strong native features while remaining open to complementary tools that add extra flexibility. By combining the strengths of Freshdesk with specialized add-ons, you can create a support experience that is both efficient for your team and helpful for your customers.

Interested in seeing how you can enhance your setup? Connect your Freshdesk account to eesel AI to see how it can work alongside your existing Freshdesk bots to power your support.