Freshdesk Freddy AI pricing per agent 2026: A complete breakdown
Kenneth Pangan
Katelin Teen
Last edited January 16, 2026
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Understanding the pricing for advanced AI tools is an important step in your planning process. Freshdesk offers a variety of powerful features, and knowing how they fit your budget is key to building a high-performing support team.
This guide breaks down the Freshdesk Freddy AI pricing per agent 2026 in detail. We'll cover the costs for both the AI Copilot and AI Agent, explain how the session-based model works, and explore how to make sure your AI investment delivers the best possible results for your organization.
What is Freshdesk's Freddy AI?
Before we get into the numbers, it is helpful to understand that "Freddy AI" is a suite of distinct AI features developed by Freshworks, each designed to tackle different aspects of customer support.
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Freddy AI Agent: This is the customer-facing bot that interacts via email or web chat. It is designed to handle inquiries autonomously, and pricing is based on usage sessions.
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Freddy AI Copilot: This tool serves as a sidekick for your human agents. It assists them by suggesting replies, summarizing tickets, and refining their tone, and is priced on a straightforward per-agent basis.
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Freddy AI Insights: This analytics tool helps identify trends in your support data. It is currently available as a feature for those using the Copilot.
A detailed breakdown of Freshdesk Freddy AI pricing per agent 2026
To access these AI capabilities, your team should be on a Freshdesk Pro or Enterprise plan. The AI features act as professional add-ons to these robust base subscriptions.
Freddy AI Copilot pricing
The Freddy Copilot is a popular tool for enhancing agent productivity. It integrates directly into the agent dashboard, helping them resolve tickets more efficiently.
The price is $29 per agent, per month for annual billing, or $35 for monthly billing. A significant advantage is that Freshdesk allows you to purchase this for a subset of your agents, making it easy to test the value with a small group before a full rollout.
Freddy AI Agent pricing: The usage-based side
The AI Agent, which handles customer conversations directly, follows a usage-based pricing model centered on "sessions."
How sessions are defined:
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On chat, it is a single conversation between a customer and the bot within a 24-hour period.
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On email, each individual reply sent by the bot is counted as one session.
Freshdesk provides 500 free sessions with Pro or Enterprise plans to help you get started. After these are used, you can purchase additional bundles of 1,000 sessions for $100.
This pricing model is designed to scale with your volume. While it requires some monitoring of ticket trends, it ensures you are paying for the actual volume handled by the AI. This can be especially useful for growing teams that want to ensure their costs are aligned with their support activity.
| 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.
Understanding usage and integration options
When planning your budget, it is useful to consider how your team's specific needs will interact with Freshdesk's pricing and features.
Managing variable support volume
As we've seen, session-based pricing means costs will reflect your current support needs. During busy periods - such as a major marketing campaign or seasonal peak - your AI usage will naturally increase.
Freshdesk's tiered structure allows for this scalability, ensuring the bot continues to provide value even when your human agents are most stretched. By keeping an eye on your monthly trends, you can budget effectively for these high-value periods.
Expanding your knowledge sources
By default, Freddy AI learns from your public help articles on Freshdesk and your website. This is a great starting point for resolving common customer questions.
To take your automation further, you might want to connect your AI to more diverse data sources like internal Confluence pages or Google Docs.
A complementary tool like eesel AI is designed to work alongside your help desk, connecting with dozens of different apps. This allows you to broaden the knowledge base your bot can access, helping it understand your unique business context and resolve more complex issues.
Building a flexible support stack
Freshdesk offers a powerful, integrated ecosystem. For teams that want to maintain maximum flexibility as they grow, it can be helpful to look at how different AI tools integrate with the platform.
Some organizations choose to use specialized AI layers that work within the Freshdesk environment but remain portable if their needs change. For instance, eesel AI can be connected to your help desk in minutes. If you ever decide to explore other platforms like Zendesk or Intercom, your AI setup and training can move with you.
A smarter way to evaluate AI support platforms
To make the best decision for your team, look beyond the basic Freshdesk Freddy AI pricing per agent and ask questions about implementation and long-term value.
Can you test it for real?
It's important to see how an AI will handle your specific customer inquiries. Testing an AI with your own real-world data provides the most accurate picture of its potential.
Some platforms offer a simulation mode, allowing you to run the AI against your past tickets in a safe environment. This shows you exactly how it would have performed and what its resolution rate would have been. We integrated this into eesel AI because we believe transparency in performance is essential for making an informed choice.
Can you make it your own?
Your business has a unique voice, and your AI should reflect that. Having the ability to fine-tune the bot's personality and the actions it can perform is a major benefit.
Whether it's looking up orders in Shopify or creating a ticket in Jira, your AI should be a versatile part of your team. With eesel AI, you can easily adjust the tone and set up custom actions to connect your various tools into a seamless workflow.
Is the pricing predictable?
While usage-based models are great for scaling, some finance teams prefer the predictability of a fixed monthly cost.
Our pricing at eesel AI is built to be predictable. We offer plans that include a generous amount of monthly AI interactions for a flat fee. This can be a helpful way to manage costs while still enjoying the benefits of advanced AI within your Freshdesk environment.
Look beyond the Freshdesk Freddy AI pricing per agent 2026
Freddy AI is a strong, mature platform that provides incredible value to thousands of support teams. By understanding its tiered pricing and session-based model, you can build a support strategy that balances power and budget.
The best return on your investment comes from finding the right mix of tools that are easy to set up and smart enough to handle your specific needs. Freshdesk is an industry-leading platform, and by considering complementary tools that enhance its capabilities, you can build a truly world-class support experience.
If you're curious about how to further enhance your Freshdesk setup with flexible AI, we are here to help.
eesel AI integrates seamlessly with your Freshdesk account, learning from your tickets and connected documentation across over 100 tools. You can use our simulation mode to see exactly how many tickets it would have resolved for you, giving you total confidence before going live.
Try eesel AI for free or book a demo to see it in action.
Frequently asked questions
Freddy AI includes the AI Agent (customer-facing bot priced per session), AI Copilot (agent assistant priced per agent, per month), and AI Insights (analytics, bundled with Copilot). Each has a distinct pricing model designed to match different team needs.
To utilize Freddy AI features, your organization must first be subscribed to a Freshdesk Pro or Enterprise plan. The AI capabilities are powerful add-ons that enhance these core subscriptions.
For chat, a session is one 24-hour customer-bot conversation; for email, it's each bot reply. Freshdesk provides 500 free sessions to start, after which you can purchase bundles of 1,000 sessions for $100 to scale with your volume.
The AI Agent's session-based pricing allows you to pay as you grow. During periods of high customer volume, your costs will reflect the increased value the bot provides in handling inquiries automatically.
Freddy AI primarily learns from your public help articles and website. This allows it to handle standard questions efficiently. To maximize the investment, ensure your internal company knowledge is well-documented for the bot to reference.
Yes, the Freddy AI Copilot can be purchased for a select group of agents initially. This allows you to experience its productivity benefits with a smaller team before deciding on a wider rollout across your organization.
Investing in Freddy AI allows you to deeply integrate AI workflows within the comprehensive Freshworks ecosystem. This ensures a unified experience for your team as they manage support and customer relations.
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Article by
Kenneth Pangan
Writer and marketer for over ten years, Kenneth Pangan splits his time between history, politics, and art with plenty of interruptions from his dogs demanding attention.
