A complete guide to Freshdesk Copilot in 2025: Features, Pricing & Alternatives

If you’re running a customer support team, you know the drill: tickets pile up, customers want answers yesterday, and you’re trying to keep everything running smoothly. AI tools are popping up everywhere promising to help, and if you’re on Freshdesk, you’ve probably seen a lot of talk about their own Freshdesk Copilot.

But what does it actually do? Is a built-in tool powerful enough, or are you better off with something more specialized? This guide is an honest look at Freshdesk Copilot, covering its features, pricing, and some key limitations you should know about. We’ll get into the details so you can figure out if it’s the right fit for your team.

What is Freshdesk Copilot?

So, what exactly is Freshdesk Copilot? In simple terms, it’s the new name for the AI features built right into the Freshdesk platform, all powered by their "Freddy AI" tech. Think of it as an assistant living inside your helpdesk, designed to make your agents’ day-to-day work a little easier.

It’s there to help automate some of the repetitive stuff, like drafting replies, summarizing long conversations, and finding the right help article. Since it’s a native feature, it’s mostly aimed at teams already using Freshdesk who want a simple, out-of-the-box way to dip their toes into AI.

A deep dive into Freshdesk Copilot features

Native AI tools are definitely convenient, but it pays to look under the hood to see what they can really do. Freshdesk Copilot has a decent set of features designed to help agents right where they work.

Here’s a quick breakdown of its core capabilities:

Feature	Description	Best For
AI Writing Assistance	Rephrases text, adjusts tone, and drafts replies based on ticket details.	Agents who need help standardizing their communication style.
Ticket Summarization	Condenses long ticket threads or chat conversations into brief summaries.	Escalations or when an agent takes over a complex ticket.
Real-Time Translation	Translates conversations in over 60 languages for global support teams.	Teams serving a multilingual customer base without multilingual agents.
KB Article & Reply Suggester	Recommends relevant knowledge base articles or canned responses.	Reducing time spent searching for answers to common questions.
Sentiment Analysis	Automatically tags customer sentiment (positive, neutral, negative) to help prioritize.	Identifying frustrated customers to prevent escalations.

These are all genuinely helpful tools for speeding things up. A good reply suggestion can save an agent a few minutes, and that adds up. But this is also where you start to see the edges of a built-in tool. The suggestions it makes are pulled from your existing knowledge base articles and canned responses. It doesn’t have the ability to learn from the thousands of successful ticket resolutions your team has already handled, which is where the real gold is.

Same goes for sentiment analysis. It’s great for flagging an unhappy customer, but it can’t tell you why they’re unhappy or suggest what to do next beyond a simple tag. It’s a good start, but it often stops short of providing a complete solution.

Where Freshdesk Copilot falls short: Integrations and knowledge gaps

Here’s a tricky thing about any support AI: it’s only as smart as the information it can access. Freshdesk Copilot is designed to work with info that lives inside Freshdesk, like your help articles. On the surface, that makes sense. But what about all the other places your team keeps important information?

What happens when the answer to a customer’s problem is in a Google Doc, a Confluence page, or a Slack thread? Your agent is back to square one, digging through different apps to find the answer. That kind of defeats the whole purpose of having an AI assistant, right?

A screenshot of the eesel AI platform showing how it can connect to multiple business applications to build a comprehensive knowledge base, a key differentiator from Freshdesk Copilot.

This is where an external AI platform like eesel AI works differently. Instead of being stuck inside one system, eesel connects to your Freshdesk account and all your other knowledge sources. Think of it like a bridge. When a question comes in, eesel can pull answers from your help center, past tickets, Google Docs, Confluence, and anywhere else you store information. This means your agent gets a complete, accurate answer drawn from everything the company knows, not just what’s in the official help center.

Setup, reporting, and rolling out Freshdesk Copilot with confidence

Freshdesk is known for being easy to use, and getting the basic Copilot features running isn’t too complicated. But let’s be honest, turning the AI on is the easy part. The hard part is knowing if it will actually help your customers or just make things more confusing.

How do you measure its impact? Freshdesk’s reporting tends to focus on usage, how many times a feature was used. That can give you some clues, but it doesn’t tell you why the AI couldn’t find an answer or what specific knowledge it’s missing. You’re left guessing about where the gaps are.

The eesel AI simulation mode dashboard, which analyzes past tickets to forecast automation performance, a feature not available in Freshdesk Copilot.

This is a big reason we built a simulation mode into eesel AI. Before you let it talk to a single customer, you can run it against thousands of your past tickets in a safe test environment. It shows you exactly how it would have performed, gives you solid forecasts on your resolution rates, and points out the knowledge gaps you need to fill. This lets you launch with confidence, knowing it’s actually ready to help.

Understanding Freshdesk Copilot pricing

Alright, let’s talk about the price tag. AI add-on pricing can sometimes feel a bit murky, so here’s a simple breakdown. To get Freshdesk Copilot, you first need to be on one of their higher-tier plans. Then, you pay for the AI as an add-on.

Based on Freshworks’ documentation, here’s the structure:

• Plan Requirement: You must be on a Pro or Enterprise plan.

• Freddy Copilot Add-on Cost:

  • $29 per agent, per month (when billed annually)

  • $35 per agent, per month (when billed monthly)

This is a pretty standard per-seat model, meaning the cost grows as your team grows. You pay that fee for every single agent, even if some of them barely use the AI features. It can get expensive fast and make budgeting tricky.

It’s a different approach from a platform like eesel AI, where pricing is based on interactions, not how many agents you have. We also have no per-resolution fees, so you don’t get penalized for being busy. You pay for what you use, which makes planning your budget a lot more straightforward.

The verdict: Is Freshdesk Copilot right for you?

So, what’s the final call? Is Freshdesk Copilot a good move for your team?

It’s a solid option if your team lives and breathes Freshdesk, all your knowledge is already neatly organized inside its help center, and you’re just looking for some basic AI assistance to give your agents a small boost.

But, if your company’s knowledge is spread out across different tools (like most are), you want more control over how automation works, or you want to actually test how the AI will perform before it goes live, you’re probably going to feel its limitations pretty quickly.

A smarter Freshdesk Copilot alternative: Connecting your Freshdesk to eesel AI

The good news is you don’t have to switch your entire helpdesk to get more powerful AI. eesel AI is built to connect directly with your existing Freshdesk setup. The whole process takes just a few minutes, so you get a big boost in capabilities without a painful migration project.

This video explains how Freshdesk uses AI features like Freddy AI Agent and Freddy Copilot to enhance customer support and agent assistance.

With eesel AI, you can bring all your company knowledge together, test its performance without any risk, and build automations with full control. If you feel like you could be getting more out of AI, it might be time to try a tool that was built for it from the ground up.