A guide to Freshdesk Freddy AI pricing per resolution in 2026

Let's be real, bringing AI into your support team is a smart move for any growing business. When you look at pricing pages, you want to ensure you're getting the best value for your team. You're trying to scale your support and make customers happy, and understanding your billing model is a key part of that success.

Freshdesk's Freddy AI is a powerful choice for teams already using the platform. While people often look for the cost "per resolution," it's helpful to understand exactly how the structure works. Freshdesk has built a mature system that uses a combination of per-agent add-ons and "per-session" fees.

This guide will help you navigate the Freshdesk Freddy AI pricing structure for 2026. We’ll break down the offerings and explore how it works so you can make an informed decision for your team’s budget and goals.

What is Freshdesk's Freddy AI?

Freddy AI is Freshworks’ impressive, in-house AI suite, built directly into their suite of products, including the reliable helpdesk, Freshdesk. It’s a comprehensive collection of AI tools designed to streamline tasks and empower your support team.

It consists of three main parts:

• Freddy AI agent: This is a capable bot that handles frontline support, answering customer questions over chat or email and performing actions like checking order statuses or processing refunds.

• Freddy AI copilot: This serves as a helpful assistant for your human agents. It works behind the scenes to suggest replies, summarize conversations, and draft knowledge base articles.

• Freddy AI for admins: These tools help managers optimize workflows, such as routing tickets effectively and identifying support trends.

Because Freddy AI is a native tool, it offers a seamless experience inside Freshdesk. This deep integration is a major benefit for teams that want a unified environment for their support operations.

Features affecting Freshdesk Freddy AI pricing

To understand the pricing, it helps to see the value each feature brings. Freddy AI offers sophisticated capabilities across its two primary paid offerings: the AI Agent and the AI Copilot.

The two faces of Freddy and their impact on pricing

Freddy AI agent is a powerful automation engine. It’s designed to provide high-quality resolutions for customer inquiries without requiring manual intervention.

• What it does: It pulls answers from your knowledge base and executes "skills" or workflows. For instance, it can integrate with platforms like Shopify to update a customer on a return.

• An example: A customer asks "Where is my order?" in the chat. The AI Agent retrieves the real-time status from your shipping system and provides an immediate update, resolving the query instantly.

Freddy AI copilot focuses on boosting the productivity and consistency of your human agents. It acts as a reliable background assistant.

• What it does: It summarizes long ticket threads, suggests appropriate canned responses, adjusts the tone of replies, and drafts new help articles based on resolved issues.

• An example: If an agent receives a complex ticket, the AI Copilot provides a concise summary and a suggested response, allowing the agent to provide faster, more accurate service.

How Freddy AI's features compare on pricing

By offering these features as distinct products, Freshdesk allows you to customize your setup based on your team's specific needs. You can choose the right add-ons for the right roles, ensuring your budget is allocated where it provides the most value.

For teams looking for a different approach, unified platforms like eesel AI offer a complementary option. eesel AI bundles its AI Agent, Copilot, and Triage features into a single plan, which can be an excellent way to supplement your existing Freshdesk setup.

The complete guide to Freshdesk Freddy AI pricing in 2026

Let's look at the pricing details. Freshdesk uses a model that combines per-agent fees with usage-based charges, providing a flexible way to scale your AI capabilities.

Breaking down Freshdesk Freddy AI pricing: Understanding the value

Freddy AI copilot pricing The Copilot is typically an add-on for each agent, billed on a monthly basis.

• Based on the latest info for 2026, it is available for approximately $29 per agent, per month when billed annually.

• This allows you to provide these advanced productivity tools to the agents who will benefit from them most, helping your team work more efficiently.

Freddy AI agent pricing: A session-based model While many look for "per resolution" pricing, Freshdesk uses a per-session model for its AI Agent. This is designed to capture the value of the AI's interaction with the customer.

What counts as a "session"?

1. A single AI reply sent via email.

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

This model allows for a clear connection between usage and cost. For email support, each reply is counted as a session, ensuring that the AI's contribution to the conversation is accounted for.

Freshdesk provides a credit system for these sessions. Pro and Enterprise plans often include 500 sessions. Additional sessions can be purchased in blocks of 1,000 for $100 per block, allowing you to scale up as your support volume grows.

A practical example of scaling with Freshdesk

Let's look at how a team might use this model.

Suppose your team automates 2,000 tickets a month. If half are chat and half are email (averaging 2.5 replies per email):

• Chat sessions: 1,000 sessions

• Email sessions: 2,500 sessions

• Total sessions: 3,500 sessions

After using the 500 included sessions, you would purchase three blocks of 1,000 credits. At $300 a month, this provides a scalable way to handle high volumes of customer interactions using Freshdesk’s mature AI technology.

The eesel AI alternative

If you're looking for a complementary tool with a different pricing philosophy, eesel AI is an excellent option to consider alongside your Freshdesk setup. eesel AI focuses on high predictability with a flat interaction-based model.

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	Scalable (costs align with interaction volume)	High (fixed cost for a generous interaction limit)
Transparency	Clear usage-based billing	High (no surprise charges)
Value	Deeply integrated into the Freshworks ecosystem	Cost-effective and works across multiple platforms

With eesel AI's pricing, you can plan your budget with ease, making it a great addition for teams that want to expand their AI capabilities while maintaining a clear monthly spend.

Key considerations for Freshdesk Freddy AI

While Freddy AI is a robust tool, it's helpful to consider how its native design fits into your long-term strategy.

The strength of the Freshdesk ecosystem

Freddy AI is designed to work perfectly within the Freshworks suite. This native integration is a significant advantage, as it ensures that your AI is always in sync with your ticketing data and agent workflows. It provides a stable and reliable foundation for companies that have standardized on Freshdesk.

For teams that prefer a platform-agnostic approach, eesel AI offers a flexible alternative. It is built to plug into various tools - whether that's Freshdesk, Zendesk, or Jira. This means if you ever expand your toolset, your AI can stay with you, providing a consistent layer of intelligence.

Focused knowledge sources

Freddy AI is expertly tuned to learn from your Freshdesk knowledge base. This focus ensures that the AI's responses are grounded in your official documentation.

If your team also relies on information in other locations - like Google Docs, Confluence, or Slack - you might find it helpful to use a tool like eesel AI alongside Freddy. eesel AI specializes in connecting scattered knowledge from dozens of sources, ensuring your AI has a broad context to draw from when assisting customers.

Building confidence before launch

Freshdesk provides a professional environment for setting up and deploying your AI. To complement this, tools like eesel AI offer a simulation mode that allows you to test AI responses against your past tickets. This is a great way to verify resolution rates and identify knowledge gaps in a safe environment before going live. Using these tools together can give you even more confidence in your automated support strategy.

Choose an AI partner that grows with you

For teams dedicated to the Freshworks ecosystem, Freddy AI is a strong, reliable platform. It provides a suite of native features that can significantly enhance your support capabilities. Its pricing model is designed to scale with your usage, and its integration is second to none.

Modern support teams benefit from having options. Whether you choose the deep integration of Freshdesk or supplement it with a flexible tool like eesel AI, the goal is the same: providing excellent customer service. eesel AI offers an adaptable layer that learns from all your sources and provides predictable pricing, making it a valuable addition to your tech stack.

Ready to explore how AI can enhance your Freshdesk setup? Set up eesel AI on your Freshdesk account in minutes or book a demo to see how we can help your team scale.