A complete guide to Freshdesk Freddy AI integration options in 2025

Let's be real, AI in customer support isn't just a buzzword anymore, it's pretty much a requirement if you want to scale without burning out your team. If you're a Freshdesk user, you've probably heard all about their built-in AI, Freddy. It seems like the default choice, right? But is it actually the best one for you?

The only way to know for sure is to look past the marketing and get into the details of its features, how it actually integrates with other tools, and what it’s really going to cost you. This guide gives you a clear, no-fluff look at Freshdesk's Freddy AI for 2025, so you can make a decision that works for your team.

What is Freshdesk's Freddy AI?

Freddy AI is Freshworks' own AI that’s woven into their products to help out both customers and support agents. It’s not just one thing, but a bundle of AI features that fall into three main buckets. Getting a handle on these is the first step to understanding what Freddy can (and can’t) do.

The three core parts of Freddy AI

To really get what Freddy is all about, it helps to see it as three separate components working together:

• Freddy AI Agent: This is the bot that works on its own. It handles the simple, repetitive questions like "Where's my order?" or "How do I get a refund?" The goal here is to answer common questions 24/7 and keep those tickets from ever hitting a human agent's queue.

• Freddy AI Copilot: This tool works alongside your human agents, kind of like a helpful sidekick. It suggests replies, summarizes long ticket threads so agents don't have to read a novel, and even helps clean up grammar or change the tone of a message.

• Freddy AI Insights: This is the analytics piece of the puzzle. It digs through your support data to find trends and highlight common issues, giving managers the info they need to make smarter decisions. It’s worth noting that this feature often seems to be in a Beta phase.

A look at Freddy AI's key features

Before we get into integrations, let's see what Freddy AI can do straight out of the box. Its skills are split between what it can do on its own and how it can help your team, all managed from inside the Freshworks platform.

The AI agent studio: Building workflows

The AI Agent Studio is Freshworks' no-code tool for setting up your Freddy AI Agents. The main idea here is something they call "Skills," which are basically pre-set workflows the AI can run. For instance, you could build a Skill for managing subscriptions or processing returns.

This is pretty useful for automating specific, predictable tasks. If a customer wants to cancel their subscription, the AI can launch the "Cancel Subscription" Skill, ask for the info it needs, and get it done by talking to another system.

A screenshot of Freshdesk's no-code builder, which is used to configure Freddy AI agent workflows.

Helping human agents with Freddy AI copilot

For the tickets that still need a person to look at them, the Freddy AI Copilot is there to help your team move faster. Some of its more practical features include:

• Reply Suggester: It finds and suggests relevant canned responses or knowledge base articles to help agents respond more quickly.

• Ticket Summarizer: Instead of making agents read through long, winding conversations, it generates a quick summary so they can get up to speed in seconds.

• Writing Assistant: This acts like a spellchecker and editor on steroids, helping agents rephrase sentences, fix typos, or make their tone a bit more formal or casual.

These features genuinely help speed things up, keep answers consistent, and get new agents productive faster.

A screenshot of the Freddy AI Copilot assisting a human agent within the Freshdesk platform.

The walled-garden limits of Freddy AI

And here’s where things get a bit sticky. Freddy AI is built to work best within its own Freshworks world. That’s fine if your team lives and breathes Freshworks, but that’s not the case for most companies.

The truth is, your most valuable company knowledge, the stuff needed to solve tricky problems, is probably spread out all over the place. This "walled-garden" setup](https://myaskai.com/blog/my-askai-vs-freshdesk-freddy-ai-agent) creates a lot of friction and really limits how useful the AI can be when faced with a tough question.

Freshdesk Freddy AI integration options for 2025

Okay, let's get to the main event: what can Freddy AI actually connect to? The answer shows off both its strong points and its biggest drawbacks.

Pre-built integrations for e-commerce and payments

Freddy AI does a good job with standard e-commerce and payment tasks. Its Skills Library has a few useful, ready-to-go integrations that let the AI Agent do things in other platforms.

It connects with tools like Shopify, where it can check on order details or start a return. It also works with Stripe to cancel subscriptions or look up payment details, and ShipStation to track packages. These are perfect for those common, straightforward questions.

The challenge: Integrating your internal knowledge

But here’s the big gap: Freddy AI has a hard time connecting to the places where your real, in-depth company knowledge is stored. Most of your team's expertise isn't in Shopify, it’s in your internal wikis, design docs, and project boards.

Freddy AI doesn't have simple, one-click integrations for critical knowledge sources like Confluence, Google Docs, or Notion. In practice, this means the AI can only handle a small slice of simple questions. Your agents are still stuck manually digging through all those other systems for answers, which kind of defeats the point of having an AI assistant.

A better way to connect your knowledge: eesel AI vs. Freddy AI

That's the exact problem a tool like eesel AI was built to solve. Instead of locking you into one system, it works with your current Freshdesk setup and plugs into all the places your team's knowledge is actually stored.

With over 100 one-click integrations, you can instantly give eesel AI access to your company’s brain, whether it’s in Confluence, Google Docs, past tickets, or even Slack threads. This allows the AI to give thorough, useful answers to tough questions, not just the easy ones. And the best part? It takes just a few minutes to set up, no lengthy developer project required.

An eesel AI Copilot suggesting a reply to a refund policy question within the Freshdesk interface.

Understanding Freddy AI's pricing

Alright, let's talk money. This is where things can get a little murky with Freddy AI, and its pricing model can lead to some surprise costs if you're not careful.

Breaking down the plans and add-ons

First off, Freddy AI features aren't just included with every Freshdesk plan. You usually need to be on their Pro or Enterprise plan to even have the option to buy them as an add-on. From there, the costs start to pile up.

You pay for your base Freshdesk plan, then an extra fee for every agent who wants to use the Copilot, and then another fee based on how many "sessions" your automated bot uses. For example, on top of the base plan, you might pay an extra $29 per agent per month for the Copilot features, plus $100 for every 1,000 bot sessions.

The unpredictable cost of session-based pricing

That last part, the session-based pricing, is where it gets really unpredictable. A "session" is basically one email from the bot or a full 24-hour chat conversation.

The problem with this is that your costs are never stable. If you have a busy month and your support volume shoots up, your AI bill shoots up right along with it. It’s a model that can penalize you for growing and makes it incredibly hard to set a budget.

A more transparent pricing alternative

For comparison, eesel AI's pricing is built to be simple and predictable. Plans are based on your total usage, and you'll never pay a per-resolution fee. This means you won't get hit with a surprise bill just because your support team had a productive month.

Plus, all the main products, AI Agent, AI Copilot, and AI Triage, are included in every plan. You aren't nickel-and-dimed with a confusing menu of add-ons. This approach lets you scale up your support without constantly worrying about your bill.

Is Freddy AI the right choice for your team?

Freddy AI is a decent tool, especially if your business deals with a lot of simple, transactional questions that can be solved with its built-in e-commerce connections to platforms like Shopify.

However, its closed-off system, confusing add-on pricing, and unpredictable cost of session-based pricing are some serious downsides. For teams whose knowledge is spread out across different tools and who need a predictable budget, Freddy AI might create more headaches than it solves.

Go live in minutes with AI that actually works for you

If you're looking for a powerful and flexible AI that gives you control without the complexity, eesel AI is a great alternative. It plugs right into Freshdesk and connects all your scattered knowledge sources in minutes. You can even test everything in a risk-free simulation mode to see how it works before going live. And you can get started all on your own, no sales call needed.

Don't replace your helpdesk, just make it better. Start your free trial with eesel AI today and see how much you can automate.