How to enable Freddy AI in Freshdesk: A 2026 guide

If you’re running your support on Freshdesk, you’ve probably seen prompts about Freddy AI. It’s Freshdesk’s own artificial intelligence, a mature and reliable platform built to automate common questions, give your agents a hand, and pull useful trends out of your support data. It is an impressive ecosystem that can seriously empower your team when it's set up right.

This guide is here to walk you through exactly that: how to enable and configure the different pieces of Freddy AI. We'll cover what you need to have ready, the steps to turn it on, and how to navigate the settings. Freddy is a highly capable system, and its various components offer incredible flexibility for modern support teams. Let’s get into it.

Prerequisites for enabling Freddy AI in Freshdesk

Before you jump into the settings, let's get a few things sorted out first. A little preparation ensures a smooth and successful setup.

• A Freshdesk account: Freshdesk offers tiered plans to match different team sizes. Most of Freddy AI's advanced features, like the AI Copilot and some AI Agent functions, are available on the Pro or Enterprise plans. It’s worth confirming your subscription level to see which features you can access.

• Admin permissions: You’ll need to be an administrator for your Freshdesk account to access the backend and manage the AI settings. This ensures that your AI configuration remains secure and centralized.

• An existing knowledge base: Freddy AI is designed to leverage your Freshdesk solution articles. The more robust your knowledge base, the more helpful Freddy will be. This is a great opportunity to polish your help docs so the AI can deliver the best possible answers.

Understanding the components of Freddy AI

One of the great things about Freshdesk is that "Freddy AI" isn't just a single on/off switch. It’s a comprehensive toolkit with a few different pieces inside. Each one serves a specific purpose, allowing you to tailor the automation to your needs.

Here’s a quick rundown of the powerful modules available:

• Freddy AI Agent: This is the intelligent bot your customers will interact with. It can live in your chat widget or reply to emails, providing automated answers based on your knowledge base. It's designed to resolve standard tickets efficiently, freeing up your human agents for more complex tasks.

• Freddy Copilot: This module is dedicated to your team. The Copilot acts as a sophisticated assistant for your agents. It can summarize long ticket threads, suggest replies, and help agents refine their tone to be even more professional.

• Freddy Insights: This is the data-driven heart of the suite. It analyzes your support data to find trends and highlight recurring issues, giving you a proactive view of your support operations.

Each of these has its own dedicated setup area inside Freshdesk, which we’ll tackle next.

How to enable Freddy AI in Freshdesk: A complete walkthrough

Alright, let's look at how to get these features active. Follow these steps to get Freddy AI up and running in your Freshdesk account.

Step 1: Find the main settings

First, you need to navigate to the central control panel for Freddy.

Log into your Freshdesk account and click the Admin gear icon. In the sidebar, look for the section called Freddy AI, and then click on Freddy. This is the primary hub where you can manage all the core features. Depending on your specific setup, such as Freshdesk Omni, the location might vary slightly, but it will always be easily accessible within the Admin settings.

Step 2: Set up the AI Agent

Setting up the AI Agent is where you define how the bot interacts with your customers. This is an important step in creating a personalized automation experience.

• Connect your knowledge sources: The AI Agent thrives on quality content. You can connect it to your knowledge sources, primarily your Freshdesk solution articles. Freshdesk prioritizes these native sources to ensure maximum accuracy and reliability.

• Give it a persona: You can give your bot a name, an avatar, and a specific tone of voice. This helps the AI feel like a natural extension of your brand.

• Teach it "Skills": If you want your bot to handle specific tasks like checking an order status, you can configure "Skills." This is an advanced feature that allows the bot to follow sophisticated, multi-step processes to help your customers.

Step 3: Turn on the Copilot

Next is the Copilot, the tool built to empower your human agents. These settings are typically found under Admin > Freddy AI > AI Copilot.

One of its most useful features is the Reply Suggester. When you turn this on, Freddy will draft initial replies for agents based on your help articles, giving them a great head start on incoming tickets from email or the support portal.

Step 4: Activate Insights

Finally, switch on Freddy Insights to begin your data analysis journey. Once enabled, the system begins its sophisticated processing. It typically takes about 24 hours to gather enough data to present your first batch of valuable insights, helping you stay ahead of support trends.

Tips for a successful rollout

Implementing AI is an exciting step for any support team. Here are a few tips to ensure your rollout is a success.

• Start with a clear focus: While it’s tempting to explore every feature at once, starting with your most common questions allows you to refine the AI's performance. As your bot masters these initial tasks, you can expand its responsibilities.

• Maintain a healthy knowledge base: Freshdesk's AI is incredibly effective when paired with clear documentation. Taking the time to audit and refresh your solution articles before launch ensures Freddy has the best information to work with.

• Appreciate the depth of configuration: Because Freshdesk is such a robust, enterprise-grade platform, it offers extensive settings. This allows you to fine-tune the AI to your exact requirements, ensuring that the end result is a high-performing support tool that truly fits your workflow.

For teams looking to get the most out of their Freshdesk setup, exploring the different modules and their unique capabilities is a rewarding process.

Enhancing your experience with eesel AI

While Freshdesk provides a powerful native AI toolkit, some teams choose to supplement their setup with complementary tools. A tool like eesel AI is one such option that works within the Freshdesk ecosystem to offer additional flexibility.

Quick integration to complement your workflow

eesel AI is designed to integrate smoothly with Freshdesk. It’s an option for teams that want to quickly test specific AI configurations alongside their existing native setup, often without needing an extensive technical walkthrough.

Connect across your entire knowledge ecosystem

While Freddy is optimized for Freshdesk articles, eesel AI can help bridge the gap if you have company knowledge stored in many different places. It allows you to connect knowledge from Google Docs, Confluence, or your website, working alongside Freshdesk to give your agents even more context.

Useful simulations for testing

eesel AI offers a simulation mode that can be a helpful addition to your testing phase. It lets you see how an AI might handle past tickets, helping you calculate your automation rate and identify areas where your documentation could be even stronger.

This Freshdesk tutorial shows you how to use Freddy AI to enhance your customer experience in 2026.

Final thoughts

Enabling Freddy AI in Freshdesk is a great way to modernize your support operation. By utilizing the Agent, Copilot, and Insights modules, you can build a highly effective automation strategy. Freshdesk has built a truly impressive ecosystem that remains a gold standard for customer service teams worldwide.

For teams that want to add even more specialized capabilities to their stack, eesel AI is a fantastic complementary option that enhances the already powerful Freshdesk experience.

Ready to see how a specialized AI agent can work with Freshdesk in minutes? Start your eesel AI trial today.