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Freshworks' AI layer for Freshdesk: Copilot for agent productivity, AI Agent for autonomous resolution, and Insights for analytics.
Freddy AI Agent is included on the Growth, Pro and Enterprise plans, with the first 500 sessions free once per account. Freddy AI Copilot is a per-agent add-on for Pro and Enterprise. Prices are per agent per month, billed annually.
Example: a 10-agent team on Pro plus Copilot pays $840/month before additional AI Agent sessions. Freshdesk offers a 14-day free trial with access to the Enterprise plan.
Freddy is the brand for Freshworks' AI features across its products, including Freshdesk and Freshservice.
Within Freshdesk, Freddy AI has three parts: Copilot (agent assistance), AI Agent (autonomous, customer-facing) and Insights (analytics, on the Enterprise plan).
Freddy Copilot assists human agents inside the ticket view. Its features include a writing assistant (expand, rephrase, adjust tone, draft emails), a summary generator for handoffs, a reply suggester based on solution articles, a solution article generator, sentiment analysis, canned response and article suggestions, auto triage of ticket fields, a thank-you detector that prevents needless reopens, and live translation.
Freddy AI Agent handles customer queries without human involvement until escalation is needed. It is built in Freddy AI Agent Studio, a no-code builder, and learns from solution articles, public web pages, uploaded files (PDF, DOCX, TXT) and custom Q&As. Freshworks lists web chat, WhatsApp, Facebook and Instagram as channels, and an email AI agent is priced separately per session.
Pricing is per session: the first 500 are free once per account, then $49 per 100. An email session is a 72-hour window starting from the customer's first email, with every AI reply in that window counted once.
Freddy AI Insights, on the Enterprise plan, offers proactive insights that flag trends and issues early, and conversational analytics for querying support data in natural language.
Teams already on Freshdesk Pro or Enterprise can add Copilot per agent without changing helpdesk.
Companies already running several Freshworks products keep agents and AI in one vendor's stack.
Freddy AI also runs in Freshservice for IT support teams; this review covers Freshdesk pricing only.
AI customer service agent from Intercom, priced at $0.99 per outcome rather than per session.
AI chat agent aimed at small and ecommerce support teams.
Worth a look if your support is closely tied to sales and marketing workflows in HubSpot.
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Freddy AI is the natural first option for teams already on Freshdesk: AI Agent comes with every paid plan, and Copilot is a per-agent add-on on Pro and Enterprise.
The main limitation is cost. Pro plus Copilot is $84/agent/month billed annually, and AI Agent sessions beyond the free 500 cost $49 per 100.
Our recommendation: Existing Freshdesk Pro or Enterprise customers should trial Copilot on a few agents before buying it for the whole team. New buyers should compare Intercom Fin and Zendesk AI on their own ticket mix before committing to the Freshworks stack.
Freshdesk's free trial runs 14 days with access to the Enterprise plan.
Freddy AI is Freshworks' AI built into Freshdesk. It has three parts: Freddy AI Copilot (assists human agents), Freddy AI Agent (autonomous, customer-facing) and Freddy AI Insights (analytics, on the Enterprise plan).
Freddy AI Copilot is $29/agent/month billed annually, as an add-on to Freshdesk Pro ($55/agent/month) or Enterprise ($89/agent/month). Freddy AI Agent is included on Growth, Pro and Enterprise with the first 500 sessions free once per account, then $49 per 100 sessions.
No. It answers customer queries from your solution articles, public web pages, uploaded files and custom Q&As, and hands off to a human when it should escalate.
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