# Freddy AI Copilot (Freshworks)

Category: Agent-assist copilots. Public reviews about the AI: 14. Profile updated 2026-10-08.

Freshdesk add-on that suggests replies, summarizes tickets, rewrites text and translates conversations for support agents.

## What it does

Freddy AI Copilot is a per-agent add-on for Freshdesk [1]. 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 reports [2]. 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 articles [3]. Live translation covers 60+ languages [1].

Channels: Email, Web portal. Works with: Freshdesk and Freshdesk Omni, Pro and Enterprise plans [1][2].

## Controls

- Admins assign the Copilot role to the agents who should have it [2]
- Admins turn each Copilot feature on or off under Admin > Freddy [2]
- Reply suggestions draw on public, private and bot knowledge base articles and show the articles used [3]
- Agents rate each suggested reply with a thumbs up or down [3]
- Freshworks says Freddy AI detects and anonymizes personal data, and customers can opt out of AI model training [2]

## Setup

Admins buy the add-on in Freshdesk, assign the Copilot role to agents, and turn on the features they want [2]. Freshworks does not state a setup time.

## 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 agents [1].

## Vendor claims (not results)

- Freshworks says customer service teams resolve queries up to 35% faster with AI Copilot [4]
- Freshworks states 56% time saved with summarization and 60% improved agent productivity [4]

## Not found in public sources

- 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

## What reviewers say

- Does the job: 100% positive (13 of 13; 95% interval 77%–100%)
- Accuracy: 1 positive, 1 negative (too few to rate)
- Handoff to a person: 0 positive, 0 negative (too few to rate)
- Cost: 0 positive, 0 negative (too few to rate)
- Setup and upkeep: 0 positive, 0 negative (too few to rate)

> "AI Copilot Freddy and delivery speed help my team because the best feature is when AI Freddy closes empty tickets automatically." (Iurii E., AWS Marketplace, 2026-04-30: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation." (Pratik Y., G2 (via AWS Marketplace), 2025-12-10: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-74i5lrveck2ek)
> "I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations." (Milan G., G2 (via AWS Marketplace), 2025-12-10: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "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." (Anand D., G2 (via AWS Marketplace), 2025-10-12: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "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." (Bolaji A., G2 (via AWS Marketplace), 2025-09-04: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Automatic translation done via AI is still a hit or miss key point with Freshdesk" (Mircea N., G2 (via AWS Marketplace), 2025-08-27: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive." (Payton B., G2 (via AWS Marketplace), 2025-08-22: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "One of the standout features of Freshdesk is Freddy AI, which has demonstrated significant value and effectiveness in composing and drafting emails for various communications and responses." (Sushmit S., G2 (via AWS Marketplace), 2025-07-08: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "The AI-powered suggestions and auto-responses have also helped us respond more efficiently, especially during high-volume periods." (Tonya S., G2 (via AWS Marketplace), 2025-06-24: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly." (Tayler B., G2 (via AWS Marketplace), 2025-06-19: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freddy improves our responses and Canned responses save time." (Jenny P., G2 (via AWS Marketplace), 2025-01-17: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents." (Consumer Goods, G2 (via AWS Marketplace), 2025-01-16: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response" (Health, Wellness and Fitness, G2 (via AWS Marketplace), 2024-12-22: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)
> "Freddy AI has proven highly effective in composing and drafting email responses, streamlining communication, and improving response quality." (Automotive, G2 (via AWS Marketplace), 2024-11-07: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-h54kdzendnnkm)

## Sources

1. [Freshdesk pricing](https://www.freshworks.com/freshdesk/pricing/), Freshworks, accessed 2026-10-08
2. [Enhance Customer Support with Freddy AI: Self-Service, Copilot, and Insights](https://support.freshdesk.com/support/solutions/articles/50000010359-overview-of-freddy-ai-for-ticketing), Freshdesk Support, accessed 2026-10-08
3. [Boost Agent Efficiency with Freddy AI's Reply Suggester](https://support.freshdesk.com/support/solutions/articles/50000010698-freddy-ai-s-reply-suggester-boost-agent-efficiency), Freshdesk Support, accessed 2026-10-08
4. [Empower your agents with their smartest ally: Freddy AI Copilot](https://www.freshworks.com/freshdesk/omni/resources/ai-copilot-guide/), Freshworks, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/freddy-ai-copilot