AI Knowledge Base Q&A Tools
PRODUCT OVERVIEW
Freshdesk Freddy AI is the AI layer within Freshdesk customer service software from Freshworks. It combines ready-to-use AI agents, an agent copilot, and AI insights to help support teams resolve email queries, prioritize work, draft on-brand replies, translate conversations, summarize long threads, and uncover trends with root cause analysis. Teams can build, test, deploy, and monitor AI agents in AI Agent Studio, connect customer data through MCP, and scale AI adoption with guided onboarding. Access is available through Freshdesk Growth, Pro, and Enterprise plans, each including the first 500 Freddy AI Agent sessions, with optional add-ons for additional sessions and Freddy AI Copilot.
Automating email support with AI agents that understand customer intent
Assisting agents with drafted replies, summaries, and real-time translation
Analyzing support performance trends and root causes with AI insights
Building and monitoring custom AI agents for support workflows
Scaling AI adoption across teams and channels with guided onboarding
Signing up gives instant access to the Enterprise plan for 14 days. Freshdesk alerts you before the trial expires; you can then select a plan and pay by credit card to continue, or your account will be suspended.
A session is a unique interaction between an end-user and an AI Agent. For an Email AI Agent, a session is a 72-hour window starting from the customer's first email, and all AI responses within that window count as one session.
The Growth, Pro, and Enterprise plans each include the first 500 Freddy AI Agent sessions, limited to once per account. Once exhausted, additional sessions can be purchased.
You can purchase any number of AI agent session packs. The validity corresponds to your payment cycle; for example, quarterly payments mean sessions expire quarterly.
No. Freddy AI Copilot can be purchased and assigned to any number of agents of your choice.
No, day passes are not available for Freddy AI Copilot.
You can upgrade instantly. Downgrades or cancellations take effect at the end of your term and can be managed under Billing in your Freshdesk account.
Freshdesk accepts Visa, Mastercard, Discover, and American Express. PayPal is not accepted, and offline payments follow USD pricing.
Prices shown are per agent per month, billed annually. A 14-day free trial of the Enterprise plan is available; a free plan is not listed.
Entry plan for launching AI-powered service over email. Includes Freddy AI Agent with the first 500 sessions and core helpdesk features.
Plan for scaling AI-powered service across a business. Adds multilingual helpdesk, custom dashboards, intelligent routing, multiple SLA policies, and external collaborators.
Plan for enterprise-grade, AI-powered service. Adds Freddy AI Insights, skill-based routing, sandbox, audit logs, and domain/IP allowlisting.
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