TABLE OF CONTENTS

• Overview
• Assignment criteria
• License assignment logic
• Assignment guardrails
• Administrator notification
• Opt out of automatic license assignment

This article explains how Freshdesk evaluates accounts, assigns available Freddy AI Copilot licenses, and notifies administrators before the assignment is made.

Overview

To help you get the most value from the Freddy AI Copilot licenses you purchased, Freshdesk identifies any unassigned licenses and assigns them to agents who meet the eligibility criteria. This ensures maximum utilization of purchased licenses, extends Freddy AI Copilot access to more eligible agents, and reduces the administrative effort of manually assigning available licenses.

Before assigning any license, Freshdesk evaluates your account against a set of predefined criteria, described in the following section, and proceeds only when all applicable criteria are met.

The assignment process draws only from the licenses in your account that are not assigned. It does not purchase additional licenses, modify your subscription, or assign more licenses than your organization has purchased.

Assignment criteria

Freshdesk evaluates agents based on their agent role and existing Freddy AI Copilot User role status before assigning any license. The following criteria determine which agents are eligible for automatic assignment:

• Full-time support agents are eligible for assignment.
• Occasional, deactivated, and deleted agents are not eligible.
• Agents who already have the Freddy AI Copilot User role are not eligible.

Administrators can adjust these agent assignments at any time from the Admin Settings.

License assignment logic

Once Freshdesk identifies the eligible agents based on the criteria above, it checks whether there are enough unassigned Freddy AI Copilot licenses to cover all eligible agents who do not already have a license.

• If the number of unassigned licenses is greater than or equal to the number of eligible agents without a license, Freshdesk assigns the Freddy AI Copilot User role to all of those agents.
• If there are not enough unassigned licenses to cover all eligible agents, Freshdesk does not assign licenses to any of them. It does not partially assign licenses to only some eligible agents.

Example

Consider an account with 100 Freddy AI Copilot licenses. Each bar below represents the full pool of 100 licenses, split into colored segments. Compare the two bars to see how unassigned licenses (gray) convert into new assignments (green) once the auto-assignment is complete.

Of 60 full-time support agents, 40 do not yet have the Freddy AI Copilot User role. With 80 unassigned licenses available, Freshdesk assigns all 40 agents, leaving 40 licenses unassigned.

Assignment guardrails

Regardless of the outcome, Freshdesk always follows these rules when assigning Freddy AI Copilot licenses:

• Only unassigned licenses already in your account are used; Freshdesk never purchases additional licenses to complete an assignment.
• Only full-time support agents are eligible.
• An agent who already has the Freddy AI Copilot User role is never assigned a second license.
• Licenses are assigned to all eligible agents at once, never partially.

Administrator notification

If your account is included in the upcoming automatic license assignment exercise, then Freshdesk notifies your account administrators in-product before the assignment takes place. This notification is visible only to administrators and remains visible until the scheduled assignment date.

The notification includes:

• The date on which Freshdesk will automatically assign the licenses.
• Information about the automatic assignment process, along with instructions for opting out.

If your account does not receive this notification, it is not included in the current assignment cycle.

Opt out of automatic license assignment

To prevent Freshdesk from automatically assigning available Freddy AI Copilot licenses, contact Freshdesk support at support@freshdesk.com before the scheduled assignment date shown in your notification.