Conversational Insights transforms the way you harness helpdesk data in Freshdesk. It replaces manual report creation with instant insights derived from natural language questions. Functioning as your dedicated data analyst, this powerful tool generates insightful charts and reports on demand, simply by asking questions in plain English.

What is Conversational Insights?

Conversational Insights, powered by Freddy AI, allows you to explore your helpdesk data using natural language. Simply ask questions or provide commands, and the feature instantly generates relevant charts and visualizations. You can refine your analysis with multi-turn support, asking follow-up questions to drill down into the data. Additionally, any generated chart can be easily added to your Freshdesk Analytics reports, streamlining the creation of comprehensive dashboards.

Conversational Insights provides immediate, easily accessible answers to your helpdesk data questions, streamlining your reporting and analysis.

Core Benefits:

• Accelerated Decision-Making: Get instant insights without navigating complex reporting interfaces, saving you time.
• User-Friendly Analysis: Simply ask a question and receive the relevant data—no need to be a data expert.
• In-Depth Exploration: Conduct multi-turn conversations to investigate your data from various perspectives.
• Effortless Reporting: Seamlessly integrate the generated charts into your new or existing Analytics reports.

How to enable Conversational Insights?

Conversational Insights is available as a part of the Freddy AI Insights feature and becomes accessible when Freddy AI Insights is enabled. If you are a Freshdesk Enterprise customer and Freddy AI Insights is not enabled for your account, perform the following steps to enable Freddy AI Insights:

1. Log in as an admin
2. Go to Admin (left navigation bar) > Freddy AI > Toggle ON Freddy AI Insights
3. Toggle ON Conversational analytics.
   

How to use Conversational Insights?

1. Open Freshdesk and click on the Freddy Icon, right at the top of the left navigation bar. The Freddy window appears with the Proactive Insights on the left.
   
2. Type your question in the input box in natural language. For example, "Show me the ticket trend for transactions and payments for the last 8 weeks." The Prompts section also has a list of predefined most-used prompts that you can use.
   
3. You can discuss your requests further with Conversational Insights to refine them more precisely.
   

4. You can keep engaging with Conversational Insights for granular insights by asking follow-up questions.

5. Click on the ‘i icon and get details of the query used by Freddy AI to generate a chart.
   
6. If you want to add this chart to a report in the Analytics module as a widget, click the Add to Report button.
   
7. Freddy uses your conversation history as context for the next question. To start a new and independent session, select Clear Conversation to remove the previous context.

Note:For the most accurate results in Conversational Insights:
1) Avoid asking questions that are irrelevant to analytics, ambiguous, or overly complex with multiple conditions.
2) For complex queries, break them into simpler questions and use follow-up queries.
3) The feature supports only English and cannot answer questions about data outside Freshdesk.

Examples of useful prompts

Here are a few examples of effective prompts to get you started:

• "Show me the agent with the highest first contact resolution rate this month." This will generate a chart that helps you quickly identify top-performing agents.
• "Compare the ticket resolution time for the last two quarters." This is a great way to visualize trends and see if your team's efficiency is improving.
• "What is the breakdown of tickets by source for the last 7 days?" This prompt helps you understand which channels are generating the most support requests.

Note: You can view sample tips by selecting the bulb icon as shown below.

Things to keep in mind (Terms & Conditions)

• Public access availability: Public access for Conversational Insights will begin on December 1, 2025.
  
  Eligibility:
  • Freddy AI Insights is available to all customers on the Freshdesk and Freshdesk Omni Enterprise plans.
  • Customers enabling Freddy AI Insights after December 1, 2025, will get access to this feature within 72 hours.
• Data accuracy: The accuracy of the charts depends on the quality and completeness of the data in your Freshdesk instance. Additionally, Freddy AI can make mistakes, so please keep that in mind before acting on the responses received.