TABLE OF CONTENTS

What is Freddy Copilot

Freddy Copilot provides AI-assistance to increase agent productivity, automate responses, and drive consistency of services across the team. Learn more


Availability: For both Freshservice (Pro and Enterprise plans) and Freshservice for Business Teams (FSBT), Freddy Copilot is available as an add-on.


How do I purchase the add-on?

  1. Head to Admin > Plans and Billing on your Freshservice/Freshservice for Business Teams account (or) to Neo admin center. 

  2. Head to subscriptions and click on the account for which you want to purchase Copilot licenses

  3. Under active add-ons, click on Activate plan and buy add-ons (for trial accounts) or Edit / Buy add-ons (for paid accounts).


  1. Select Freddy Copilot under add-ons. Add the number of licenses required and click on Confirm/Update subscription to proceed with adding payment details to purchase. 


How do I manage add-on licenses?


Note: Freddy AI Insights is available only for Freshservice and is not applicable to Freshservice for Business Teams (FSBT).


Access to Freddy Copilot and Freddy Insights can be managed from within agent roles. Licenses can be assigned to agents with both default and custom roles.

  1. Navigate to Admin > Roles (Under user management)

  2. You can either create a new role or edit an existing one. 

  3. Under Permissions navigate to the Freddy AI section. 

  4. Select Access Freddy Copilot and proceed to add permissions for Copilot capabilities that agents assigned with that role can have access to. 


Note: Selecting this will consume Copilot licenses for agents assigned to this particular role. One full copilot license will be consumed for access to even one feature.


  1. Select Access Freddy Insights to provide access to Freddy Insights for all agents assigned with this role. 


Points to Note (Freshservice only)

Note: This section applies only to Freshservice and is not applicable to Freshservice for Business Teams.


For customers with multiple workspaces: If you have multiple workspaces enabled, copilot access configuration has to be done in individual workspaces. Only one copilot license will be consumed for the same agent across multiple workspaces. 


For paid Enterprise plan customers who signed up before November 10th, 2024: 


  • Similar incident suggestions and Ticket Field suggester will continue to be a part of their plan and will not require copilot licenses. Access to these features can be assigned from under the Tickets tab under permissions within a role. 

  • If you purchase the copilot add-on, you can continue to assign access to these features from the Tickets tab without utilizing licenses. Only when access to these features is enabled from the Freddy AI tab, licenses will be consumed. 


For trial customers:


Starting January 24th, 2025, Freddy Copilot will be available for purchase but will be available to explore during your free trial. But access to Copilot capabilities will have to be configured from roles and permissions.