Freddy AI Insights for Freshdesk

1. How do I enable Freddy AI Insights?

Follow the steps below to enable Freddy AI Insights: 

• Log in as an admin
• Go to Admin > Freddy AI > Toggle ON Proactive insights and Conversational analytics under Freddy AI Insights

2. Who is Freddy AI Insights for?
Freddy AI Insights is primarily designed to support supervisors and decision-makers. With AI-powered conversational inquiries and auto-generated insights, they can gain visibility into agent performance.

3. What languages are Freddy AI Insights available in?

Freddy AI Insights is currently available only in English. The Multilingual Insights feature is in our product roadmap.

4. Can we export reports from Freddy AI Insights?

This is not supported at the moment.

5. What are the types of insights available?

6. Why am I unable to find any insights?
The following conditions need to be met for insights generation:

• Once the Freddy AI Insights module is enabled (i.e. the toggle is turned on), your helpdesk insights will be available after 24 hours.
• The eligible group for the account(s) should have a minimum of 10 tickets generated in the last 12 weeks to facilitate insights. 
• Only tickets assigned to groups will be considered for insights generation.
• Insights are generated when the algorithm identifies anomalies or trends in the dataset. There can be scenarios where there are enough data points but little variation, resulting in no insights being generated.

7. What duplication checks are done for various types of insights generated?

• Majority: Same category value within ±5% contribution across a time period.
• Outliers: Identified on the same date range.
• Trend Change (Spike & Fall): Identified on the same date range.
• Longest Increase/Decrease: Identified on the same date range.
• Recent Change: No duplication check.
• Overall Trend: ±5% magnitude in the same direction. 

8. At what aggregation level does Freddy AI generate insights?

Freddy AI Insights are currently generated at the agent group level.

9. For which modules does Freddy AI generate insights?

At the moment, AI Insights are generated only for the ‘Tickets’ module.

10. How frequently will Freddy AI generate insights (Proactive Insights and RCA) for my account?

Note: Root Cause Analysis (RCA) is pre-computed, and data points may vary based on the current number (refresh frequency as above).

11. Can I customize the insights that Freddy AI generates in my account?

Yes, click here for more details.

12. Are the AI Insight report formats customizable?

Currently, this feature is not available, but it is on our roadmap.

13. Will AI Insights consider data migrated from other systems for Proactive Insights and RCA?
Yes, data migration from other systems is considered when generating AI Insights. However, we need to ensure two things:

• Tickets should not all have the same creation date.
• The agent groups referenced in the tickets must exist in our system.

14. Are notifications available on email/Slack/Microsoft Teams when an insight is generated?

Not at the moment, but this is on our roadmap.

15. Will Freddy AI Insights be available to customers in all regions?
Yes.

Root Cause Analysis (RCA)

16. Explain the frequently used terms for Root Cause Analysis (RCA).

• Tree chart: The visual representation for showcasing the interlinkage of causes.
• Nodes: Boxes in the tree chart showcase data, representing the underlying causes.
• Critical Path: The leading/most significant underlying root cause.
• Summary: A consolidated summary of all the data in different nodes of the tree chart, in simple natural language.

17. Where can I view RCA?

RCA can be accessed from the Freddy AI module in the product. 

18. Is RCA applicable to all types of insights?

At the moment, RCA is generated for only Proactive Insights, which display a trend that is not beneficial or desirable for the help desk (can also be called negative insights).

19. What are negative insights?
Insights where the concerned metric has moved in the undesired direction. They are shown in Red, Amber and Yellow colours as per criticality.

• Red Colour - High Criticality
• Amber Colour - Medium Criticality
• Yellow Colour - Low Criticality
  
  

20. What are positive insights?

Insights where the concerned metric has moved in the desired direction. These are shown in green colour. RCA is not available for positive insights.

21. What timeframe is used to create the RCA for an insight?

This depends on the type of insight as follows:

22. What types of fields and metrics is RCA applicable to?

23. What do the terms “unknown” and “others” mean in RCA?

• Unknown: This refers to the empty value in any field. For example, if no agent is assigned to the tickets in question, it will show as ‘Agent Name: Unknown’ in RCA.
• Others: This refers to the multiple values in the data of any field without any significant portion from a particular value. For example, out of 100 tickets, 50 were handled by Agent A, 30 by Agent B, 10 by Agent C and one each by 10 other agents. Then the RCA drill down will roll up these 10 tickets and call them out as ‘Agent Name: Others’.

24. What tickets are part of the Leading Causes underlying data?

All the tickets present in the leaf node (last node) of the critical path of the tree map.

25. What tickets are part of the View all causes underlying data?

All the tickets for that relevant week or month for which the insight is generated.

26. Can I add or edit any particular field in the treemap for RCA?

No, at the moment only the fields identified by the AI model are part of the treemap.

27. Does RCA support multiple languages?

No, at the moment it does not support multiple languages. The Multilingual Insights feature is in our product roadmap.

28. How does the RCA algorithm work?

• Detects insights (anomalies, spikes, or trends) in a specific time frame.
• Analyzes all underlying data and attributes influencing the insight.
• Ranks top or most impactful contributors (numerical or categorical).
• Iteratively adds the next most important factors from the remaining attributes until no further reasonable splits are possible.
• Identifies the critical path, highlighting the most significant or highest contributing set of attributes (i.e. root cause) behind the insight.

Conversational Insights (Freshdesk)

29. What is Conversational Insights?
Conversational Insights enables you to ask questions in plain English and receive instant visual reports or charts directly from your Freshdesk data. You don’t need to create reports manually—it’s as simple as chatting with Freddy.

30. When will it be available?
Public access starts on December 1, 2025.

31. Who can access it at launch?
Customers on the Enterprise plan with Freddy AI Insights enabled will get access on the launch date. If you enable Freddy AI Insights after launch, you’ll get access within 72 hours.

32. How do I enable it for my account?
Go to Admin > Freddy AI > Freddy AI Insights and turn on Proactive Insights.

33. How do I give agents access?

Agents with access to the Analytics module will also have access to AI Insights automatically.

34. Where can I find Conversational Insights in Freshdesk?
Click Freddy AI Insights on n the Freshdesk left navigation bar and click Conversational Insights tab to start asking questions.

35. How do I use it?
Simply type a question like:

“Show unresolved tickets by priority.”
Freddy will generate the right chart for you. You can refine your query with follow-ups like:
“Only for the last 30 days.”

36. Can I add these charts to my Analytics reports?
Yes. Click Add to Report on any chart you want to include in your report.

37. Does it remember my previous questions?
Yes. Conversational Insights keeps your chat history as context for follow-up questions. To start fresh, click Clear Conversation.

38. Can I see how the chart was created?
Yes. Click the info (i) icon on the chart to view the exact query Freddy used.

39. What kind of questions work best?
Ask simple, direct questions about what, when, or who—for example, counts, trends, or comparisons. Avoid long or complex questions; instead, break them into smaller follow-ups.

40. Does it explain “why” something changed?
Not yet. Conversational Insights focuses on descriptive charts. For deeper analysis on why something changed, use Root Cause Analysis (RCA) in Freddy AI Insights.

41. Which languages does it support?
Currently, it supports English only.

42. Can it use data outside Freshdesk?
No. It only analyzes data within Freshdesk.

43. How accurate are the results?
Accuracy depends on the quality and completeness of your Freshdesk data. Freddy may occasionally make mistakes, so always review results before taking action.

44. Any tips for getting better answers?

• Ask one question at a time
• Use follow-ups to refine your results
• Click the info (i) icon to verify the query if a chart looks off

45. What are some example prompts I can try?

• “Top agent by FCR this month”
• “Compare resolution time for the last two quarters”
• “Tickets by source in the past 7 days”

46. What if I enabled Freddy AI Insights after the launch date?
You’ll get access to Conversational Insights within 72 hours of enabling Freddy AI Insights.

General Availability (GA)
48. Which plans will have access to Freddy AI Insights at GA?
Freddy AI Insights is exclusively available to customers subscribed to the Freshdesk and Freshdesk Omni Enterprise plans.

49. I am on the Freshdesk Pro plan and have been testing Freddy AI Insights in public beta. Is there any action for me?
Please upgrade to the Freshdesk or Freshdesk Omni Enterprise plan to continue using Freddy AI Insights.