Freshdesk (Freddy AI)
Ticketing helpdesk from Freshworks with Freddy AI Agent sessions and Copilot add on.
Best for Budget conscious support teams needing full ticketing
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What it does
Freshdesk is a customer service platform that combines ticketing helpdesk capabilities with Freddy AI. Customer inquiries and support tickets are brought into unified workspaces and workflows, resulting in automated resolutions, suggested replies, and performance insights. It is designed for support teams and businesses seeking to manage customer escalations and adopt AI for service operations.
Read more: 5 features and how people use themShow less
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Ticketing system
Prioritizes, assigns, and tracks customer support escalations across the helpdesk. Includes features like collision detection, intelligent routing, and SLA management.
Use caseA support agent handles customer escalations by tracking ticket status and receiving assignments based on business rules.
From freshworks.com/freshdesk/pricing -
Freddy AI Agent
Engages in back and forth customer conversations over email and messaging channels to provide resolutions and collect feedback. Built and monitored within a dedicated studio environment.
Use caseA customer emails a support desk with a question, and an automated agent replies back and forth to deliver the final resolution.
From freshworks.com/freshdesk/pricing -
Freddy AI Copilot
Assists human support agents by prioritizing work, providing conversation summaries, and drafting suggested responses. Evaluates customer sentiment and recommends similar tickets or solution articles.
Use caseAn agent opens a lengthy customer conversation and uses the assistant to catch up on the context in seconds before replying.
From freshworks.com/freshdesk -
Freddy AI Insights
Uncovers trends, evaluates operational performance, and sends alerts across support channels. Employs root cause analysis and conversational prompts to generate visual reports.
Use caseA support manager identifies what drives team performance by reviewing automatic root cause alerts on key metrics.
From freshworks.com/freshdesk · image from Freshdesk -
Workflow automations
Executes recurring and essential support actions using predefined time triggers and event conditions. Manages routine work such as escalations and follow up messages without manual intervention.
Use caseA service administrator sets time based triggers to send follow up messages and route tickets without manual intervention.
From freshworks.com/freshdesk/pricing
Written from Freshdesk's own website, checked . Each feature links to the page it comes from; images are Freshdesk's own.
Every plan
| Plan | Monthly | Billed yearly | Per | What it includes |
|---|---|---|---|---|
| Growth | Not listed | $19 | per agent | 500 Freddy AI Agent sessions included |
| Pro | Not listed | $55 | per agent | 500 sessions; Copilot add on $29/agent/mo available |
| Enterprise | Not listed | $89 | per agent | 500 sessions; Copilot add on available |
From Freshdesk (Freddy AI)'s own pricing page, checked . Prices are in US dollars per month; "billed yearly" is the monthly price when you pay for a year up front. A few figures (often the yearly price) are derived rather than printed on the page.
Before you pay
- Unused credits roll over
- No
What Freshdesk says
The validity of bot sessions aligns with your payment cycle. For example: If you choose to pay quarterly, your bot sessions will also expire quarterly.
Source page
Only what Freshdesk's own pages state, with the quote behind each answer. Anything they don't publish is left out rather than guessed.
Freshdesk video tutorials
Independent creators on YouTube, not Freshdesk or us. The video loads from YouTube only when you press play.
The free trial
Trial only: 14 day trial with Enterprise access; no free plan shown on pricing page
Questions people ask about Freshdesk
Is Freshdesk free?
There is a free trial but no free plan: 14 day trial with Enterprise access; no free plan shown on pricing page.
Do unused Freshdesk credits roll over?
No, unused credits do not carry over to the next month. Source
Does Freshdesk have an API?
Yes.
What is a bot session?
A bot session is any unique interaction between an end user and a bot. On chat, all end users to bot interactions in a day are counted as 1 bot session and lasts for a maximum of 24 hours. Only customer facing AI bot features consume bot sessions while agent facing AI features and bots don’t consume bot sessions. Source
Do I get free AI agent sessions?
Freshworks offers 500 sessions with all paid plans to try out chatbots, limited to once per account. Once exhausted, additional sessions can be purchased. Source
How can I buy additional bot sessions? What’s the validity of the sessions?
You can purchase an unlimited number of bot sessions using the AI agent add on. The validity aligns with your payment cycle (for example, expiring quarterly if paying quarterly). Source
What types of payment do you accept?
Visa, Mastercard, Discover, and American Express credit cards are accepted across currencies (American Express and Discover cards are not accepted for INR currency). Check payments in USD currency are accepted for US and Canada customers only. Source
Works with
- Integrations
- Shopify, Stripe, Paypal, Wix, Microsoft Teams, Slack, SharePoint, Confluence, Google Drive
- Languages
- 60+ languages
Where this came from
Plans, prices and limits were copied from Freshdesk (Freddy AI)'s own pages, then checked .
- freshworks.com/freshdesk/pricing/
- freshworks.com/freshdesk/
- freshworks.com/freshservice/pricing/
- freshworks.com/freshdesk/omni/pricing/
- freshworks.com/crm/pricing/
How we collect prices and rank tools · Is something wrong? Correct this listing
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