How to use the Freshdesk Freddy AI copilot to summarize conversations: A step-by-step guide

You know the feeling. A ticket lands in your queue, and it's attached to a long chain of back-and-forth replies. Before you can even think about helping, you have to spend valuable time just getting the backstory. Using Freshdesk’s native AI features can significantly speed up this process and simplify ticket handoffs.

This is exactly the problem AI-powered summarization is meant to solve. It wades through the thread and gives agents a quick, clean overview of a conversation so they can get right to the actual issue.

This guide will walk you through exactly how to set up and use the Freshdesk Freddy AI copilot to summarize conversations. We’ll cover everything from turning the feature on to using it to work better with your team.

What you need to get started

Before you can start generating summaries, you’ll need to make sure you have a few things in order. The summarization feature is available on Freshdesk’s high-tier plans, which are designed to support growing teams.

Here’s what you need:

• An active Freshdesk account on the Pro or Enterprise plan.

• Admin access to your Freshdesk account to manage settings and add-ons.

• A subscription to the Freddy AI Copilot add-on. This is a dedicated feature that adds advanced AI capabilities for $29 per agent per month.

How to summarize conversations in five steps

Once you've confirmed you have the right plan and add-on, getting set up is simple. An admin just needs to do a one-time setup, and then it’s ready for your agents to use in their day-to-day workflow.

Step 1: Enable the 'summarize' feature in your admin settings

First things first, an admin has to flip the switch. Freddy AI Copilot comes with a variety of abilities, and you get to choose which ones to turn on for your team.

To get going, head over to your Admin settings and find the Freddy section. In there, you'll see a feature called Ticket content assist. Just toggle the switch to "on," and the summarization feature will be available for every licensed agent on your account.

Step 2: Generate your first ticket summary

Alright, now for the good part. From an agent's perspective, using the feature is incredibly straightforward.

Open any ticket that has a conversation history and look for the Ticket Summary button, which is usually hanging out near the top of the interface. With one click, Freddy AI reads the entire thread and creates a structured summary. The output usually breaks down into three sections: Issue, Steps Taken, and Outcome. This format gives agents a quick, at-a-glance understanding of what the customer’s problem is, what’s already been tried, and where things stand.

Step 3: Edit, regenerate, or update your summary

AI-generated summaries provide a high-quality starting point, and Freshdesk makes it easy for agents to review and refine the content for perfect accuracy.

Freshdesk gives you a few ways to tweak the output:

• Edit: You can click right into the summary box and change the text yourself. This is perfect for adding a key piece of context or a specific detail.

• Regenerate: If more replies have come in since the last summary was made, you can just click Generate summary again. This tells Freddy to create a fresh summary that includes all the latest messages.

• Update: After you’ve made any manual changes, just click Update to save them.

Step 4: Use summaries for effective team collaboration

This feature really shines when you’re working with your team. A clear summary is the perfect tool for getting everyone on the same page, fast.

Here are a few ways you can use it:

• Adding private notes: Before you escalate a ticket, generate a summary and drop it into a private note. The next agent who picks it up can get caught up in seconds.

• Forwarding tickets: When you need to send a ticket over to another department like engineering or billing, paste the summary into the body of the forward. It saves them the effort of digging through the entire helpdesk history.

• Linking related tickets: If you’re linking a new ticket to an existing one, a summary gives immediate context about why the two issues are connected.

Step 5: Understand bot conversation summaries

Freshdesk also uses this same logic for chatbot handoffs. If a customer has a conversation with a bot that lasts for more than ten messages, Freddy will automatically create a summary before passing it to a human agent.

This is a huge help because it means the agent doesn't have to wade through the entire bot transcript. They get the important details in a private note and can dive into the conversation knowing exactly what’s going on.

Tips and common mistakes to avoid

Now that you know how to use the feature, let’s talk about how to think a little more strategically. Turning on a feature is easy, but making it a real part of an efficient support system is where the value truly lies. Here are a few tips to keep in mind.

Common mistake: Deploying AI without testing and simulation

One of the best ways to ensure success with built-in AI tools is to understand how they’ll perform with your specific customer issues. Knowing the expected accuracy of summaries helps you set your team up for success.

Before you roll any AI out, it's beneficial to test it on your own ticket history. This is where simulation comes in. eesel AI includes a simulation mode that can complement your Freshdesk setup by running on thousands of past tickets. It gives you a clear, data-backed report on expected performance, so you can fine-tune your settings and launch with confidence.

• The first path, "Direct Deployment," goes from "Enable AI" to "Live Customer Issues."

• The second path, "Strategic Deployment," goes from "Enable AI" to "Test with Simulation" to "Analyze Performance Data" to "Fine-Tune Settings" and finally to "Launch with Confidence."

Strategic flexibility for your support ecosystem

As you build your AI strategy in 2026, it is important to think about long-term flexibility. Freshdesk is a powerful, enterprise-grade platform that serves as a fantastic core for your support operations.

A flexible approach is often a smart long-term move. An independent AI platform like eesel AI works with your existing tools, not as a replacement. It lets you build powerful, centralized AI workflows that can plug into Freshdesk or other support platforms. This keeps your business agile and ensures you can leverage the best features across your entire tech stack.

• On one side, show the Freshdesk logo with "Freddy AI" inside it, with arrows pointing to Freshdesk features. Label this "Integrated AI."

• On the other side, show the eesel AI logo in the center, with arrows connecting it to Freshdesk, Slack, and Confluence logos. Label this "Unified & Ecosystem-Wide AI."

The Freshdesk Freddy AI copilot is just the beginning

The Freshdesk Freddy AI copilot to summarize conversations is a genuinely helpful feature for cutting down on manual work and improving teamwork. Turning it on is simple, and it can immediately reduce the time your agents spend getting up to speed on long ticket histories.

But as we've seen, truly effective AI in customer support can go even further. It’s about building a smart, automated workflow that connects all your tools and knowledge. Freshdesk provides a reliable foundation for this journey.

Supercharge your Freshdesk support with a truly unified AI

While Freddy AI gives you a solid built-in tool, you can enhance your setup with AI that learns from all your company knowledge and automates tasks beyond writing.

eesel AI works alongside Freshdesk to give you a more powerful, flexible, and self-serve AI layer. You can set it up quickly to bring your entire knowledge base together into a single, smart engine.

Explore how eesel AI can level up your support automation by starting a free trial today.