Freshdesk Freddy AI

Freshdesk is a complete ticketing helpdesk from Freshworks, and Freddy AI Agent is its autonomous agent for customer questions. In the classic Freshdesk product the agent is centred on email, while Freshdesk Omni extends the same idea across chat, messaging and social channels for more per seat — a distinction a solo buyer must notice before assuming chat is included. Freddy learns from your knowledge base and help content, handles a conversation inside a session window — seventy-two hours for email, twenty-four hours for chat — and resolves or routes what it cannot handle into your normal ticket queues with assignment, SLAs and reporting intact. You get a real helpdesk around the AI: shared inbox, customer portal, automations, routing and, on Pro, the Freddy Copilot add-on that drafts and summarises for you at $29 per agent per month. It can work with connected apps and connector tasks to pull in outside data, but it is less naturally action-oriented in ecommerce than Gorgias or Fin; expect competent answering, classification and routing first, bespoke order actions second. Handoff is simply normal ticketing, which is a virtue if you already think in tickets. Session billing cuts both ways: at $0.49 it looks cheapest here, but you pay for sessions whether or not the issue was actually resolved.

Per seat for Freshdesk PLUS per session for Freddy AI Agent ($49 per 100 sessions, whether resolved or not), after a one-time 500 free sessions