A guide to Freshdesk Freddy AI pricing per resolution in 2025

Let’s be real, bringing AI into your support team seems like a great idea. But then you start looking at the pricing pages, and things get complicated fast. You’re just trying to scale your support and make customers happy, not become an expert in weird billing models that leave you guessing what your next invoice will look like.

Freshdesk’s Freddy AI is a popular pick for teams already using the platform, but its pricing can be a real puzzle, especially if you’re trying to figure out the cost "per resolution." Here’s the spoiler: it’s not actually priced per resolution.

Freshdesk uses a mix of per-agent add-ons and "per-session" fees that can get unpredictable in a hurry. This guide will clear the air. We’ll break down the entire Freshdesk Freddy AI pricing structure for 2025, shine a light on the hidden costs to watch out for, and look at what it can (and can’t) do, so you can make a call that’s actually good for your team and your budget.

What is Freshdesk’s Freddy AI?

Freddy AI is Freshworks’ in-house AI, baked directly into their products, including the well-known helpdesk, Freshdesk. It’s not a single feature but a whole collection of AI tools meant to automate tasks and give your team a hand.

You can think of it as having three main parts:

• Freddy AI agent: This is the bot that does the work on its own. It’s your new frontline support, answering customer questions over chat or email and even taking action, like looking up order details or processing a refund.

• Freddy AI copilot: This is the sidekick for your human agents. It stays behind the scenes, helping your team by suggesting replies, summarizing long conversations, and even drafting new knowledge base articles.

• Freddy AI for admins: These are the tools that help managers with things like routing tickets to the right person, spotting support trends, and generally keeping all the AI workflows in order.

A screenshot of the Freshdesk dashboard, which is where the Freddy AI tools are integrated.

Because Freddy AI is a native tool, it feels seamless inside Freshdesk, which is nice. The catch? You’re completely tied to the Freshworks ecosystem. If you ever decide to move to a different helpdesk, your entire AI setup gets left behind.

Features affecting Freshdesk Freddy AI pricing

To really get the pricing, you need to know what you’re paying for. Freddy AI has some cool features, but they’re split between its two main paid offerings: the AI Agent and the AI Copilot.

The two faces of Freddy and their impact on pricing

Freddy AI agent is your automation engine. It’s built to solve customer problems from start to finish without a human getting involved.

• What it does: It can pull answers from your knowledge base for common questions, gather info from customers, and run through workflows (or "skills," as Freshworks calls them). For example, it could connect to your Shopify store to process a return for a customer.

• A quick example: A customer types "Where is my order?" into your chat widget. The AI Agent pings your shipping system, grabs the real-time status, and gives the customer an instant update, closing the ticket right then and there.

An example of the Freshdesk AI Agent chatbot handling a customer query automatically.

Freddy AI copilot, on the other hand, is all about making your human agents faster and more consistent. It’s a productivity booster working in the background.

• What it does: It can give you the coles notes version of a long, messy ticket thread, suggest the best canned response, help agents reword things to match your brand’s voice, or even write up a new help article after a complicated issue gets solved.

• A quick example: An agent opens a ticket with a huge wall of text. Before they even start reading, the AI Copilot pops up with a quick summary and a suggested reply, saving them a ton of time.

The Freshdesk Freddy AI Copilot assisting a human agent by suggesting replies and summarizing conversations.

How Freddy AI’s features compare on pricing

While these features are helpful, splitting them into two separate products can make things messy. You often have to pay for different add-ons for different people on your team and manage two different sets of features. It just adds a layer of complexity to your budget and daily work.

It’s a common setup, but it makes you wonder if there’s an easier way. A unified platform like eesel AI puts its AI Agent, Copilot, and Triage features into one simple plan. You get all the tools you need without having to juggle multiple subscriptions or figure out who has access to what.

The complete guide to Freshdesk Freddy AI pricing in 2025

Alright, let’s talk numbers. Here’s what it actually costs to use Freddy AI. The pricing is a mix of per-agent fees and usage charges, and the devil is in the details.

Breaking down Freshdesk Freddy AI pricing: What you actually pay for

Freddy AI copilot pricing

This part is pretty straightforward. The Copilot is usually sold as an add-on for each agent, paid for every month.

• From what we’ve seen on their latest pricing info, it costs around $29 per agent, per month if you pay for the year upfront.

• One of the big gotchas here is that some plans might make you buy the Copilot for every single one of your agents, even if only half your team really needs it. This can drive your costs way up, especially if you have a larger, more specialized team.

Freddy AI agent pricing: not quite per resolution

This is where it gets confusing. People often look for "per resolution" pricing, but Freddy AI actually bills you per session. It sounds close enough, but the difference can make your bill much bigger than you expected.

So, what counts as a "session"?

1. A single AI reply to an email.

2. All the AI messages in a single chat conversation within a 24-hour window.

The big one to watch here is email support. If a customer emails you and the AI needs to send three replies to get them an answer, that’s three sessions. You’re paying for every single message the AI sends, not for solving the problem. This is a huge hidden cost that can make automating email support surprisingly expensive.

The pricing for these sessions works on a credit system. On the Pro and Enterprise plans, you get 500 sessions for free. After that, you have to buy them in bundles of 1,000 for $100 a pop. You can’t just pay for the 1,200 you used; you have to buy two full blocks, which isn’t very flexible.

A practical example of unpredictable pricing

Let’s run a quick scenario to see how this can play out.

Say your team handles 2,000 tickets a month that could be automated. Half of those come from email, and the other half from live chat. Let’s also assume your email tickets need about 2.5 AI replies on average to get sorted out.

Here’s how the math shakes out:

• Chat sessions: 1,000 chats = 1,000 sessions

• Email sessions: 1,000 emails × 2.5 replies each = 2,500 sessions

• Total sessions needed: 1,000 + 2,500 = 3,500 sessions

After you burn through your 500 free sessions (which happens fast), you still need to cover 3,000 more. Since you have to buy credits in blocks of 1,000, you’ll need to purchase three blocks. That’s $300 a month. And if your volume ticked up to 3,600 sessions? You’d be forced to buy a fourth block, paying $400 and leaving a bunch of credits on the table.

The eesel AI alternative

This is where a different pricing philosophy can make a huge difference. Instead of a session-based model that punishes you for being thorough, eesel AI uses simple, predictable pricing that you can actually build a budget around.

Here’s a quick look at how the two models stack up:

Feature	Freshdesk Freddy AI	eesel AI
Pricing Model	Per-session (in blocks of 1,000) & per-agent add-ons	Per AI interaction (a flat monthly rate for a set number of interactions)
Predictability	Low (costs jump with multi-reply email tickets)	High (fixed cost for a generous interaction limit)
Transparency	Moderate (the "session" rule is a hidden cost)	High (no per-resolution fees, no surprise charges)
Value	Penalizes you for complex issues that need more replies	Cost-effective and encourages giving complete answers

With eesel AI’s pricing, you pay a flat rate for a generous monthly bucket of AI interactions (which covers both replies and actions). No surprise fees, and no penalty for handling email tickets properly. You know exactly what you’re paying each month, which makes planning and scaling a whole lot easier.

Key limitations of Freshdesk Freddy AI

Beyond the tricky pricing, going all-in on a native AI tool like Freddy has some strategic downsides that can limit your options down the road.

You’re locked into the Freshdesk ecosystem

This is the biggest problem with any native tool. Freddy AI only works with Freshworks products. If your company grows, gets acquired, or just decides that Zendesk or Intercom is a better fit next year, you’re in a tough spot. Your entire investment in AI, all the training, workflows, and data, is gone. You have to start completely over.

This is where a tool like eesel AI is different. It’s built to be an intelligent layer that plugs into whatever tools you use, whether that’s Freshdesk, Zendesk, Gorgias, or Jira. If you switch your helpdesk, your AI just comes with you. You connect it to the new platform and you’re good to go, without losing all that progress.

Limited training sources

Freddy AI is pretty good at learning from your official Freshdesk knowledge base articles. But what about all the other places your company knowledge lives? What if the answer to a question is in a technical document saved as a Google Doc, a project update in Confluence, or a Slack thread from last week? Freddy has no idea it exists.

A workflow diagram showing how Freddy AI is limited to the Freshdesk knowledge base, while other AIs can connect to multiple knowledge sources for more complete answers.

This creates blind spots, which leads to incomplete answers. Your AI is only as smart as the information you feed it. eesel AI, on the other hand, is built to connect all your scattered knowledge. It integrates with dozens of sources, from Google Drive and Confluence to Notion and your past tickets, to get the full picture. That means it can give much more accurate, context-aware answers because it’s learning from everything, not just your help docs.

Going live: A leap of faith

Flipping the switch on a new AI can be stressful. How do you know it’s going to work as you expect before you let it loose on your customers? Freshdesk has some setup options, but there isn’t a great way to test it safely and thoroughly before you go live.

This is another spot where eesel AI offers a huge advantage with its powerful simulation mode safeguards. Before you launch, you can run the AI on thousands of your past tickets in a safe, private environment. You can see exactly how it would have replied to real customers, get a solid prediction of its resolution rate, and find any gaps in its knowledge. This lets you fine-tune its performance and get fully confident in it before it ever talks to a single customer.

Choose an AI partner that grows with you

For teams that are all-in on the Freshdesk ecosystem, Freddy AI is a decent tool. It has solid native features that can help you automate. But its value is dragged down by a confusing pricing model full of gotchas, vendor lock-in that kills your flexibility, and an inability to learn from all your company’s knowledge.

Support teams today need an AI partner that’s flexible, transparent, and powerful. The right tool should work with your favorite apps, learn from all your knowledge sources, and grow with you, not box you in. It should have predictable pricing you can trust and give you the tools you need to launch with confidence.

That’s what a dedicated AI platform is all about. It gives you the freedom to choose the best helpdesk for your team, the power to connect all your company’s knowledge, and the confidence to automate support the right way.

Ready for an AI solution with no hidden costs and no vendor lock-in? Set up eesel AI on your Freshdesk account in minutes or book a demo to see our simulation mode in action.