Freshdesk Freddy AI pricing per agent 2025: A complete breakdown

Let’s be honest, trying to figure out the pricing for a new AI tool can feel like a full-time job. You’re just trying to budget for the year, and suddenly you’re wading through per-agent fees, confusing usage-based "sessions," and add-ons that are only available on certain plans. Getting a straight answer on what you’ll actually pay for Freshdesk’s Freddy AI is surprisingly tough.

So, we’re cutting through the noise. This guide breaks down the Freshdesk Freddy AI pricing per agent 2025 in plain English. We’ll cover the costs for both the AI Copilot and AI Agent, flag the hidden fees that can bite you later, and get into what really matters when you’re trying to make sure this AI investment actually pays off.

What is Freshdesk’s Freddy AI?

Before we get into the numbers, you should know that "Freddy AI" isn’t just one thing. It’s the name Freshworks gives to all its different AI features, and they each have their own price tag.

• Freddy AI Agent: This is the bot that talks directly to your customers via email or web chat. The goal is for it to solve problems on its own, and you pay based on how much it does.

• Freddy AI Copilot: This one is a sidekick for your human agents. It helps them write replies faster, gives them summaries of long tickets, and can even help them tweak their tone. The pricing is a simple per-agent, per-month fee.

• Freddy AI Insights: This is their analytics tool, which promises to find trends in your support data. It’s still in beta, and the only way to get it is by paying for the Copilot.

A detailed breakdown of Freshdesk Freddy AI pricing per agent 2025

The first thing to know is that you can’t just buy the AI features on their own. You have to be on a Freshdesk Pro or Enterprise plan first. The AI is an extra cost on top of that subscription, so don’t forget to factor that into your budget.

Freddy AI Copilot pricing

The Freddy Copilot is the tool your agents will probably use most. It works inside their dashboard, helping them write better replies and summarizing tickets to save time.

The price is $29 per agent, per month if you pay for the year upfront, or $35 if you pay month-to-month. A nice perk is that you don’t have to buy it for everyone. You can test it out with a small group of agents first. And as a reminder, buying the Copilot is the only way you get access to the Freddy AI Insights beta.

Freddy AI Agent pricing: The usage-based side

Okay, this is where it gets tricky. The AI Agent, the bot that handles customer conversations, has a usage-based price. It all revolves around something Freshworks calls "sessions."

What’s a session?

1. On chat, it’s a single conversation between a customer and the bot in a 24-hour period.

2. On email, every single reply the bot sends is counted as one session.

When you first sign up for a Pro or Enterprise plan, they give you 500 free sessions to get started. Once those are gone, you have to buy more in bundles of 1,000 sessions for $100.

And here’s the real problem with that: how can you possibly guess how many sessions you’ll need? A big marketing push or a small bug in your software could double your ticket volume overnight, and your AI bill will shoot up right along with it. This kind of pricing makes it really hard to predict your monthly costs.

Feature	Base Plan Required	Cost Model	Annual Pricing	Key Details
Freddy AI Copilot	Pro or Enterprise	Per Agent, Per Month	$29/agent/mo	Assists human agents. Can be purchased for select agents.
Freddy AI Agent	Pro or Enterprise	Per Session	$100 per 1,000 sessions	Autonomous customer-facing bot. 500 free sessions included once.
Freddy AI Insights	Pro or Enterprise	Bundled	Included with Copilot	Analytics tool, currently in beta. Requires Copilot purchase.

This video provides an overview of how Freddy AI can revolutionize your customer support with features for both agents and customers.

Uncovering hidden costs and limitations

The pricing page never tells the whole story, does it? To figure out the real cost and what you’ll get back from Freddy AI, you have to read between the lines.

Your bill can be a rollercoaster

We mentioned this before, but it’s a big deal. When you have a great marketing campaign or a small product bug, your support volume spikes. With session-based pricing, you get punished for that success with a bigger AI bill.

It makes budgeting a guessing game. The last thing you want is to consider switching off your AI during your busiest times just to keep costs down. Your AI pricing should be stable, so you can grow without worrying about a surprise invoice.

A bot that only knows half the story

By default, Freddy AI learns from your public help articles on Freshdesk and your website. That sounds fine, but where is all the really useful information? It’s probably buried in old tickets, scattered across internal Confluence pages, or living in Google Docs. If your AI can’t see that stuff, it can only answer the easy questions, and you’re left paying for a bot that isn’t all that helpful.

This infographic illustrates how a truly useful AI like eesel AI can connect with all of your company's knowledge sources, unlike bots that only learn from public articles.

A truly useful AI needs to tap into all of your company knowledge, no matter where it is. That’s why a tool like eesel AI is built to connect with dozens of different apps and can even learn from all your past tickets. This way, the bot understands your business, your tone, and your common problems from the very beginning, which means it can solve way more issues.

Getting locked into one platform

Freddy AI is part of the Freshworks ecosystem. That means all the time and effort you spend setting it up, training it, and building workflows is stuck there. It’s a huge commitment.

What if you decide to switch to a different help desk, like Zendesk or Intercom, in a couple of years? You lose everything and have to start over from scratch with a new AI. Good AI tools shouldn’t trap you like that. They should work as a flexible layer on top of the tools you already use. With eesel AI, for example, you can connect to your help desk in a few minutes, and if you ever switch platforms, your AI brain comes with you.

A smarter way to evaluate AI support platforms

It’s easy to get bogged down in feature lists when you’re comparing AI tools. To make a good decision, you need to ask some bigger questions that go beyond the Freshdesk Freddy AI pricing per agent.

Can you test it for real?

A sales demo looks great, but how do you know if an AI will actually work for your customers and your problems? You need to see it in action with your own data, not some perfect, pre-packaged example.

The best AI platforms provide a simulation mode, allowing you to see exactly how the AI would have performed on past tickets before going live.

This is where simulation is a game-changer. The best platforms let you run the AI against thousands of your past tickets in a totally safe environment. You get to see exactly how it would have performed and what its resolution rate would have been before a single customer ever talks to it. We built this into eesel AI because we think you should know exactly what you’re getting before you commit.

Can you make it your own?

Freddy AI gives you some options, but you’re still playing in their sandbox. Your business has its own way of doing things, and your AI should be able to adapt to that.

You should be able to control everything: the bot’s personality, what kinds of questions it’s allowed to answer, and what actions it can take. Maybe it needs to look up an order in Shopify or create a ticket in Jira. With eesel AI, you can tweak the AI’s tone with a simple editor and set up custom actions that connect to your other tools, all without some massive, months-long project.

A customizable AI allows you to set rules and guardrails, ensuring the bot's personality and actions align perfectly with your brand.

Is the pricing predictable?

Let’s circle back to the money. Wildly fluctuating, usage-based bills are a nightmare for any finance team. You want simple, clear pricing that’s based on the capacity you need, not a model that charges you more every time you successfully solve a customer’s problem.

Predictable pricing plans, based on capacity rather than usage, help you budget effectively without worrying about surprise invoices.

Our pricing at eesel AI is designed to be predictable. Our plans include a big bucket of monthly AI interactions (that’s both replies and actions), and we never, ever charge per resolution. Your bill is the same every month, whether you’re having a slow week or your busiest day of the year. You can even start with a month-to-month plan to make sure it’s a good fit.

Look beyond the Freshdesk Freddy AI pricing per agent 2025

Look, Freddy AI is a decent tool, and it can certainly help your team. But its pricing can give you headaches, and its smarts are limited by the information it can access. Without a good way to test it, you’re taking a bit of a gamble.

The real cost of any AI tool isn’t just the monthly bill. It’s the setup time, the risk of annoying customers with a bad bot, and the pain of being stuck with one vendor. The best return comes from a tool that’s easy to set up, smart enough to learn from all your scattered documents, and totally upfront about its pricing and performance.

If you’re curious about what a more flexible and powerful AI could do for your support team, we’d love to show you.

eesel AI plugs right into your Freshdesk account and starts learning from your past tickets, Confluence pages, Google Docs, and over 100 other tools you already use. You can even use our simulation mode to see exactly how many tickets it would have solved for you last month, all before you go live.

Try eesel AI for free or book a demo to see it in action.