A guide to Freshdesk Freddy Copilot pricing in 2025

Picking the right AI for your support team is a big deal. But let’s be honest, trying to figure out the pricing can feel like you’re assembling furniture with no instructions. Freshdesk’s AI suite, called Freddy, has some impressive tools like the Freddy Copilot and AI Agent, but getting a straight answer on the total cost isn’t easy. You’re often juggling base plan fees, per-agent add-ons, and confusing "session" limits.

This guide is here to cut through the noise. We’ll walk through the 2025 Freshdesk Freddy Copilot pricing, layer by layer. We’ll look at what you actually get, the different fees involved, potential costs the pricing page doesn’t highlight, and whether a more flexible tool might give you better value without the complexity.

What is Freshdesk Freddy AI?

Before we get into the numbers, let’s quickly cover what Freddy AI is. Freddy is the name for all the AI technology from Freshworks that’s built into their customer service platform, Freshdesk. It’s not one single thing but a collection of tools meant to automate tasks and help your agents be more productive.

There are two main parts you’ll hear about:

• Freddy AI Copilot: Think of this as a sidekick for your human agents. It works right inside Freshdesk to help them get things done faster. It suggests replies, summarizes long and winding ticket threads, tweaks the tone of an email, and even helps create new knowledge base articles.

• Freddy AI Agent: This one is a customer-facing bot that works on its own. Its job is to handle customer questions without needing a human to step in. It can pull answers from your knowledge base, solve common problems, and pass the trickier issues over to a human agent.

Knowing the difference is important because they’re priced and sold in different ways, which is where things start to get a little tangled.

This video explains how Freddy AI is designed to provide intelligent assistance and instant resolutions, which is a key aspect of understanding the Freshdesk Freddy Copilot pricing 2025.

What you get with Freddy AI (and what you don’t)

To know if the price is right, you need to know what you’re paying for. The Copilot and the AI Agent each have their own set of skills designed for different parts of the support process.

Copilot features

The Copilot is all about giving your human agents a boost. It’s there in the workspace, offering help in real time.

Here’s what it does:

• Suggests replies and drafts emails: It creates relevant responses to customer tickets so your agents don’t have to type everything from scratch.

• Summarizes tickets: It gives you the short version of a long customer conversation, which is super helpful when you need to escalate a ticket or have another agent take over.

• Adjusts the tone: It can rewrite an agent’s response to sound more professional, friendly, or empathetic, depending on what the situation calls for.

• Generates solution articles: It helps agents turn a resolved ticket into a new knowledge base article, which saves a ton of time.

A screenshot of the Freshdesk Freddy AI Copilot assisting a support agent by generating a reply, illustrating a key feature relevant to its 2025 pricing.::A screenshot of the Freshdesk Freddy AI Copilot assisting a support agent by generating a reply, illustrating a key feature relevant to its 2025 pricing.

AI Agent features

The AI Agent is focused on handling things automatically so your team doesn’t have to. It talks directly to customers to solve their problems.

Its main features include:

• Resolves issues on its own: It answers common questions by finding information in your Freshdesk knowledge base.

• Automates workflows: You can set it up to handle multi-step tasks, like checking an order status or processing a refund, by connecting it to tools like Shopify.

• Offers 24/7 support: It provides instant answers to customers any time of day, whether they’re reaching out through chat, email, or another channel.

• Understands customer intent: It tries to figure out what the customer is really asking for to give a better answer or send the ticket to the right person.

The Freshdesk AI chatbot interface, demonstrating how it interacts with customers to resolve issues, a factor in the overall Freshdesk Freddy Copilot pricing 2025.::The Freshdesk AI chatbot interface, demonstrating how it interacts with customers to resolve issues, a factor in the overall Freshdesk Freddy Copilot pricing 2025.

The drawbacks

While Freddy AI has a lot to offer, there are a few catches you should know about.

• It only knows what’s in Freshdesk: Freddy AI mostly learns from your Freshdesk help articles. If your company knowledge is scattered across other places like Confluence, Google Docs, or Notion, the AI can’t see it. This leads to incomplete answers and a less-than-helpful bot.

• Custom setups can get technical: Freshdesk has a "Skills Builder" for creating custom workflows, but it can be pretty complicated to set up if you’re not a developer. This makes it tough to tailor the AI to your specific needs without some technical help.

• You’re locked in: Since Freddy is part of Freshdesk, your entire AI setup is tied to that one platform. If you ever decide to switch to a different help desk, you lose all the work you put in and have to start over from square one.

This is where a tool like eesel AI comes in handy. It connects to Freshdesk but also pulls information from over 100 other apps, including Confluence and Google Docs, to give customers the full story. Plus, it’s not tied to any single help desk, so you can switch platforms without losing your AI.

Freshdesk Freddy Copilot pricing in 2025

Alright, this is where it gets a bit messy. The price for Freddy AI isn’t just one number. It’s a combination of your base plan, a per-agent fee for the Copilot, and a separate usage-based price for the AI Agent. Let’s break it down.

Step 1: Your base Freshdesk plan

First off, you can’t just buy the Freddy AI features by themselves. You have to be on one of Freshdesk’s more expensive plans to even get access.

Plan	Annual Price (per agent/month)	Key Features Included	Freddy AI Access
Free	$0 (up to 2 agents)	Basic ticketing, knowledge base	Not available
Growth	$15	Automation, customer portal	Not available
Pro	$49	Custom portals, advanced ticketing	Required for AI add-ons
Enterprise	$79	Skill-based routing, audit logs	Required for AI add-ons

Pricing comes from the official Freshdesk pricing page as of late 2024.

So, before anything else, you need to budget at least $49 per agent, per month for the Pro plan just to be in the game.

Step 2: The Freddy AI Copilot add-on

Once you’re on a Pro or Enterprise plan, you can buy the Freddy AI Copilot add-on.

• Cost: $29 per agent, per month (when you pay annually).

This isn’t optional, every single agent who wants to use the Copilot features needs this add-on. If you have a team of 10 agents, that’s an extra $290 per month on top of your base plan costs.

Step 3: The Freddy AI Agent session pricing

The AI Agent has a completely different pricing model. Instead of a flat fee, you pay based on how much it’s used, which Freshdesk calls "sessions."

• What’s a "session"?

  • A single email response from the AI agent.

  • All the messages a bot has with one user on chat within a 24-hour period.

• Cost: $100 for every 1,000 sessions (you get the first 500 sessions free on the Pro and Enterprise plans).

This model can make your monthly bill a bit of a guessing game. If a customer emails back and forth with the AI three times, that’s three sessions gone. A busy month with lots of customer questions could mean a much bigger bill than you were expecting.

What the official pricing page doesn’t tell you

The official prices don’t always paint the full picture. Here are a few other things to keep in mind:

• The true total: For a team of 10 agents on the Pro plan using both the Copilot and the Agent, your starting monthly bill would be: (10 agents x $49) + (10 agents x $29) + session costs = $780 per month, plus whatever you spend on sessions.

• Paying for viewers: A lot of teams have people from other departments (like engineering or product) who just need to view tickets. With Freshdesk’s model, giving them access might mean buying another full, expensive license.

• Surprise upgrades: Some users have reported that features they were using were suddenly moved to a more expensive plan, forcing them to upgrade just to keep the same functionality.

A simpler alternative to Freshdesk Freddy AI

The complicated and unpredictable costs of Freddy AI have a lot of teams looking for other options, ones that work with their existing tools instead of making them start over. eesel AI was built for this, offering more power and flexibility with straightforward pricing.

Get started in minutes, not months

Instead of digging through complex settings in Freshdesk, you can connect eesel AI with a single click. It fits right into your current workflow, so you can start automating support right away without a massive setup project. You can be up and running on your own in a few minutes.

Connect to all your knowledge, not just help articles

The number one reason AI bots fail is because they don’t have enough information. eesel AI fixes this by connecting to all the places your team stores knowledge, not just a single help center. It can integrate with:

• Your past Freshdesk tickets to learn your company’s voice and how you solve problems.

• Internal knowledge bases like Confluence and Notion.

• Shared files in Google Docs.

• Even your team’s internal conversations in [Slack].

This gives your AI the complete context, which means more accurate and genuinely helpful answers for your customers.

See how it’ll work before you go live

How can you be sure an AI agent is ready for your customers? With eesel AI, you can run simulations on thousands of your past Freshdesk tickets. This shows you exactly how the AI would have answered, giving you a clear forecast of your automation rate and how much you’ll save, all before you turn it on. Freshdesk doesn’t have a simulation tool this powerful.

Simple, predictable pricing

eesel AI’s pricing is easy to understand. Plans are based on a flat monthly fee that includes plenty of AI interactions.

• No per-agent fees: Everyone on your team can use it.

• No per-resolution fees: You don’t get charged more for being busy.

• Everything is included: The AI Agent, Copilot, Triage, and Internal Chat tools are all part of the same plan.

This simple model keeps your costs predictable, so you can grow without worrying about surprise charges on your bill.

Is Freshdesk Freddy Copilot pricing right for you?

Freshdesk’s Freddy AI is a solid set of tools, but its value is tied up in a rigid, layered, and often unpredictable pricing structure. The per-agent costs for the Copilot and the confusing session-based pricing for the AI Agent can add up fast and make it hard to set a budget. On top of that, being stuck in a closed system limits your AI’s knowledge and locks you into a single help desk.

For teams that want more flexibility, control, and predictable costs, a more modern AI platform might be a better choice.

Feature	Freshdesk Freddy AI	eesel AI
Pricing Model	Complicated (Base plan + per-agent fee + session fees)	Simple (Flat monthly fee based on interactions)
Setup	Integrated, but can be technical to customize	1-click integration, self-serve in minutes
Knowledge Sources	Limited to Freshdesk knowledge base	100+ integrations (Docs, Confluence, past tickets)
Pre-launch Testing	Limited	Advanced simulation on historical tickets
Platform	Locked into Freshdesk	Works with any help desk

At the end of the day, if you want an AI that works with your tools, and not the other way around, it’s worth checking out some other options.

Ready to see how a more flexible AI can work with your Freshdesk setup? Try eesel AI and simulate it on your own tickets today.