Overview of Freddy AI for Ticketing

Modified on: Fri, 5 Dec, 2025 at 1:01 PM

TABLE OF CONTENTS

Freddy feature list and availability
Freddy AI Trust - Transparent, Private, and Secure AI
Accessing Freddy features: First steps
- For Admins
- For Agents

Freddy AI combines automation and intelligence to help your team work more efficiently, scale effortlessly, and deliver great experiences across every channel. Here's the list of Freddy AI features.

Freddy AI feature list and availability

Freddy AI Copilot
Feature Name	Freshdesk	Freshdesk Omni
Writing assistant Helps agents to expand, rephrase, enhance tone and draft text as email.	Yes	Yes
Summary generator Helps agents to summarise tickets for efficient collaboration.	Yes	Yes
Reply suggester Auto suggests best response for incoming tickets based on all solution articles.	Yes	Yes
Solution article generator Helps agents to efficiently create informative and comprehensive solution articles and FAQs.	Yes	Yes
Sentiment analysis Analyse the real-time customer sentiment for all conversations.	Yes	Yes
Solution article suggester Recommend relevant solution articles based on the ticket context.	Yes	Yes
Canned response suggester Suggests canned responses to agents when replying back to customers.	Yes	Yes
Auto triage Recommend values for different ticket fields like priority, group, status, etc.	Yes	Yes
Agent assist bot Helps agents on how to resolve the conversation quickly and effectively.	Yes	Yes
Freddy Copilot usage reports Curated reports offering insights into agent adoption and utilization of Copilot features	Yes	Yes
Thank you detector Stops ticket reopens on customer replies like 'thank you' and 'out of office'.	Yes	Yes
Live Translate Translates tickets between agents and customers in real-time for multilingual communication.	Yes	Yes

Freddy AI Agent Studio
Feature	Freshdesk	Freshdesk Omni
Freddy AI Agent Studio Build and deploy AI Agents to respond to customer queries instantly, across all your support channels. AI Agents learn from your knowledge sources, such as solution articles, web links, files, custom Q&As, or Workflows.	Yes	Yes

Freddy Self-Service feature
Feature Name	Freshdesk	Freshdesk Omni
Email AI Agent Automatically deflect incoming tickets by letting Freddy handle them.	Yes	Yes

Freddy AI Insights
Feature Name	Freshdesk	Freshdesk Omni
Proactive insights Automatically detect trends and flag issues early, enabling smarter decision-making.	Yes	Yes
Conversational analytics (Beta) Analyse and engage with your analytics data using simple, natural language prompts.	Yes	Yes

Freddy AI Trust - Transparent, Private, and Secure AI

Freddy AI Trust ensures the highest standards of safety, privacy, and security for businesses using AI. It protects systems, data, and AI models from unauthorized access, breaches, and threats while ensuring compliance with global privacy regulations. Integrating advanced governance mechanisms elevates the safety and reliability of AI-driven outputs. This framework is central to Freshworks’ commitment to responsible AI use, making it a trusted partner for businesses leveraging generative AI technologies.

Freddy AI Trust uses the robust capabilities of Microsoft Azure content filters to enhance its defenes against sophisticated prompt injection attacks, including jailbreaking attempts and indirect injection techniques

Freddy AI Trust is built on five core pillars:

Safety: Detects and mitigates harmful content, including hate speech, violence, and self-harm, while preventing prompt injection attacks.
Privacy: Safeguards sensitive information through advanced PII detection, corroboration, and anonymization techniques.
Security: Protects against threats like jailbreak and indirect prompt attacks using Azure AI Content Safety’s Prompt Shield.
Controls: Empowers customers to opt out of AI-related model training and disable specific AI features.
Traceability: Provides citation-inclusive responses, enabling users to verify AI-generated information and fostering trust.

These pillars ensure Freddy AI Trust delivers a secure, transparent, and reliable AI ecosystem. By focusing on these critical areas, Freshworks empowers businesses to confidently adopt AI-powered solutions while prioritizing safety, privacy, and compliance.

Access Freddy features: First steps

For Admins:

Step 1: Purchase Freddy AI Add-ons:

You can purchase and manage Freddy AI Copilot and Freddy AI Agent add-ons directly within Freshdesk to help agents resolve tickets faster and deliver consistent, high-quality customer service. For details, see Manage Freddy AI Add-ons.

Step 2: Assign Freddy Roles to Agents

After purchasing Freddy AI add-ons, you can assign Freddy Copilot or Freddy Insights roles to agents so they can access the respective AI features. For details, see Manage Freddy AI Add-ons.

Explore and Enable Freddy Features

Navigate to Admin > Freddy.
Find a comprehensive list of Freddy's features that you can enable and configure to suit your organization's needs.
Toggle the switches next to the features you want to activate, ensuring that Freddy AI is set up to provide maximum support for your team.
To use the following features, you may need to complete some additional configurations.

Freddy Self Service	Freddy AI Copilot
Email AI Agent	Auto Triage
	Canned response suggester
	Agent assist bot
	Sentiment analysis

For Agents:

Find help with the Freddy iconin your daily activities. Look for the Freddy icon on your screens to receive relevant assistance. Here are a few instances where Freddy comes in handy:

Agent Workspace	Relevant Freddy AI features	Quick use tips
Ticket List Page	Sentiment Analysis	Prioritize tickets based on sentiment score.
Ticket Detail View	Summary Generator	Create concise summaries for handovers.
Ticket Detail View	Auto Triage	Automatically assign ticket priority and status.
Reply Editor	Writing Assistant	Rephrase, expand, or draft text for clarity and tone.
	Solution Article Suggester	Find relevant articles based on ticket content.
	Canned Response Suggester	Use suggested responses for faster replies.
	Agent Assist Bot	Get tips for quick resolutions.
Knowledge Base Editor	Solution Article Generator	Quickly draft articles from common queries.
Knowledge Base Editor	Writing Assistant (Rephrase)	Improve clarity in Knowledge Base content.
Bulk Reply Editor	Writing Assistant (Rephrase)	Ensure consistent, polished bulk replies.
Analytics & Reporting Dashboards	Freddy Usage Reports	Track Copilot feature usage and adoption.

Start using Freddy today to improve your customer support strategy and achieve better outcomes for your business and customers. With flexible pricing options and a wide range of features, Freddy is designed to meet the unique needs of any support team, ensuring they can deliver exceptional experiences and drive continuous improvement.