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 novel-length chain of back-and-forth replies. Before you can even think about helping, you have to spend valuable time just getting the backstory. It’s a huge time-drain that slows down resolutions and makes handing off tickets a real pain.

This is exactly the problem AI-powered summarization is meant to solve. It wades through all the noise 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'll 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 isn't on every Freshdesk plan, so it pays to double-check your account.

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 separate, paid feature that costs an additional $29 per agent per month.

How to summarize conversations in 5 steps

Once you've confirmed you have the right plan and add-on, getting set up is pretty 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 few different 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.

A screenshot of the Freshdesk interface showing the Freddy AI Copilot generating a ticket summary for an agent.

Step 3: Edit, regenerate, or update your summary

It’s worth remembering that AI-generated summaries are a great starting point, but they’re not always perfect. It’s best to think of the summary as a first draft that might need a little human review.

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 the AI might have missed or fixing a minor 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 hassle of digging through your helpdesk.

• 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 something else. Here are a few tips and common mistakes to watch out for.

Common mistake: Deploying AI without testing and simulation

One of the biggest risks with built-in AI tools is flipping them on without knowing how they’ll perform with your real customer issues. Will the summaries be accurate? How much time will it actually save your team? Without testing, you’re flying blind.

Before you roll any AI out, you should test it on your own ticket history to see how it will really perform. This is where simulation comes in. eesel AI includes a simulation mode that runs your AI setup on thousands of your past tickets. It gives you a clear, data-backed report on its expected performance, so you can fine-tune your settings and launch with confidence. That kind of pre-flight check is vital for any serious AI project.

Common mistake: Getting locked into a single ecosystem

There’s a strategic risk to building your entire AI setup inside a single platform like Freshdesk. You spend a lot of time and money getting it just right, but what happens if you decide to switch helpdesks in a couple of years? You lose all that work and have to start over.

A more flexible approach is often a smarter long-term move. An independent AI platform like eesel AI works with your existing tools, not inside them. It lets you build powerful, centralized AI workflows that can plug into any helpdesk, whether it's Freshdesk, Zendesk, or Intercom. This keeps your business agile and puts you in control of your tech stack, not the other way around.

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 goes beyond a single feature. It’s about building a smart, automated workflow that connects all your tools and knowledge. Summarization is a great place to start, but it's only the first step on a much bigger journey.

Supercharge your Freshdesk support with a truly unified AI

While Freddy AI gives you a solid built-in tool, what if your AI could learn from all your company knowledge, automate tasks beyond just writing, and be tested thoroughly before you turn it on?

eesel AI works with Freshdesk to give you a more powerful, flexible, and self-serve AI layer. You can set it up in minutes, not months, and 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.