Freddy AI Copilot
Freshdesk add-on that suggests replies, summarizes tickets, rewrites text and translates conversations for support agents. By Freshworks.
100% of reviewers who mention it are positive on “drafts and suggestions are usable” (13 of 13; 95% interval 77%–100%). 1 review reports wrong or invented answers.
What reviewers say
14 public reviews about the AI, from AWS Marketplace, G2 (via AWS Marketplace). Each share counts the reviews that mention the point.
Does the job
100%77%–100%13 of 13
Accuracy
1 of 2too few to rateHandoff to a person
–too few to rateCost
–too few to rateSetup and upkeep
–too few to ratePraise
“AI Copilot Freddy and delivery speed help my team because the best feature is when AI Freddy closes empty tickets automatically.”
“Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation.”
“I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations.”
“The Freddy AI Copilot is the actual game changer that it assists with summaries, reply suggestions, and even live translations, which allow working with tickets to be quicker and more precise.”
“Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.”
“We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.”
Complaints
“Automatic translation done via AI is still a hit or miss key point with Freshdesk”
What it does
Freddy AI Copilot is a per-agent add-on for Freshdesk1. Freshworks lists a writing assistant, summary generator, reply suggester, solution article generator and suggester, canned response suggester, sentiment analysis, auto triage, an agent assist bot, live translation and usage reports2. The reply suggester drafts an answer to the first customer message from the knowledge base and shows it as gray text the agent can accept or edit, with up to three source articles3. Live translation covers 60+ languages1.
- Channels
- Email, Web portal
Controls
Safety and review features, as Freshworks documents them.
- Admins assign the Copilot role to the agents who should have it2
- Admins turn each Copilot feature on or off under Admin > Freddy2
- Reply suggestions draw on public, private and bot knowledge base articles and show the articles used3
- Agents rate each suggested reply with a thumbs up or down3
- Freshworks says Freddy AI detects and anonymizes personal data, and customers can opt out of AI model training2
Setup
Admins buy the add-on in Freshdesk, assign the Copilot role to agents, and turn on the features they want2. Freshworks does not state a setup time.
What Freshworks claims
The vendor's own figures. Shown as claims; never used in a result.
Not found in public sources
We looked for these and could not find them.
- A monthly-billed price for the add-on
- Which channels besides email and portal tickets get reply suggestions
- How Freshworks measured the 35%, 56% and 60% figures
Billing
Per seat$29 per agent per month billed annually, as an add-on to the Pro and Enterprise plans; it can be bought for any number of agents1.
It often has to be bought for every seat, not only for the people who use it.
Reviews found
- About the AI
- 14
- Sources
- 2
- Collected
- Oct 8, 2026
Where we looked
- AWS Marketplace review pages for Freshdesk, Freshdesk Omni and Freshchat (G2 and PeerSpot reviews syndicated in full): 684 reviews dated 2024-10-01 or later read; 14 describe agent-assist features (drafting, reply suggestions, summaries, translation)
- Reviews of Freddy in Freshsales (CRM) and one Freshservice review too short to quote excluded
- G2: 403
- Capterra, Software Advice, GetApp: 403
- TrustRadius: 403
- Reddit: login wall, no threads readable
- Shopify App Store: no Freshdesk or Freshchat listing (404)
Also in Copilots
Markdown copy: freddy-ai-copilot.md. Something wrong? See corrections. Get Support AI is not affiliated with Freshworks.