This article contains FAQs on the following topics:


Freddy AI Insights for Freshservice

1. How do I enable Freddy AI Insights?

Follow the steps below to enable Freddy AI Insights: 

  • Enable for an account: Admin Settings > Freddy AI > Toggle ON ‘Freddy AI Insights’.

  • Enable for an users: User Management > Agents > Select User > Permissions > Edit 'Groups and Roles' > Add ‘Freddy Insights’ Permissions.


2. Who is Freddy AI Insights for?
Freddy AI Insights is essentially for supporting supervisors and decision-makers. With AI-powered conversational inquiries and auto-generated insights, they can gain visibility into IT performance.


3. What languages are Freddy AI Insights available in?

Freddy AI Insights is available only in English at the moment. The Multilingual Insights feature is in our product roadmap.


4. Can we export reports from Freddy AI Insights?

This is not supported at the moment.


5. What are the types of insights available?

Insight Type

Description

Example

Majority



Highlights the maximum/dominant/majority value associated with a particular metric or group-by.


80% of the ITOps team’s SLA violated Tickets are from the Hardware Category.


Outliers

Detects a metric value when it is unusually large or small in a given time frame.

Two anomalies were observed in the ITOps Average Resolution Time. The largest value of 1hr:2mins was observed in the week of January 1.


Trend Change

(Spike & Fall)


Spot any increase or decrease in any metric in a time period.

A 15% spike was observed in the ITOps Average Resolution Time in the week of January 15, 2025.


Recent Change




Compares the most recent data point to the previous one for any given time period.

Last week, the ITOps Average Resolution Time was 27% lower compared to its previous week.


Overall Trend 




Tracks the upward or downward movement of a metric in the given time period.

22% increase in ITOPs Average Resolution Time observed in the last 12 weeks.


Longest Increase/Decrease


Finds sustained growth or drop periods in metrics.

ITOps Tickets saw the longest period of increase, 17%, from the week of January 5 to February 7.



6. Why am I unable to find any insights?
The following conditions need to be met for insights generation:

  • Once the Freddy AI Insights module is enabled (i.e. the toggle is turned on), your service desk insights will be available after 24 hours.

  • The eligible group of the account(s) should have a minimum of 10 tickets for generating insights in the last 12 weeks. 

  • Only tickets assigned to groups will be considered for insights generation.

  • Insights are generated when the algorithm identifies anomalies or trends in the dataset. There can be scenarios where there are enough data points but little variation, and hence, no insights will be generated.


7. What duplication checks are done for various types of insights generated?

  • Majority: Same category value within ±5% contribution across a time period.

  • Outliers: Identified on the same date range.

  • Trend Change (Spike & Fall): Identified on the same date range.

  • Longest Increase/Decrease: Identified on the same date range.

  • Recent Change: No duplication check.

  • Overall Trend: ±5% magnitude in the same direction. 


8. At what aggregation level does Freddy AI generate insights?

Freddy AI Insights are generated at an Agent Group level at the moment.

9. For which modules does Freddy AI generate insights?

At the moment, AI Insights are generated only for the ‘Tickets’ module.


10. How frequently will Freddy AI generate insights (Proactive Insights and RCA) for my account?


Refresh Frequency

Time period we look back on

Minimum number of days with data to be active or present

Availability

Weekly

12 weeks

6 weeks

           Every Monday

Monthly

1 year

 6 Months 

On the first day of every month


Note: Root Cause Analysis (RCA) is pre-computed, and data points may vary with the current number (based on the above refresh frequency).

11. Can I customize the insights that Freddy AI generates in my account?

Customized Insights are not available at the moment, but it is on our roadmap.

12. Are the AI Insight report formats customizable?

At the moment, this is not available, but it is on our roadmap.


13. Will AI Insights consider data migrated from other systems for Proactive Insights and RCA?
Yes, data migration from other systems is considered when generating AI Insights. However, we need to ensure two things:

  • Tickets should not all have the same creation date.

  • The agent groups referenced in the tickets must exist in our system.


14. Are notifications available on email/Slack/Microsoft Teams when an insight is generated?

Not at the moment, but this is on our roadmap.

15. Will Freddy AI Insights be available to customers in all regions?
Freddy AI Insights is currently available in the US, Europe, Australia, and India regions. We're working on making it available for MEA (Middle East and Africa) customers soon.

Root Cause Analysis (RCA)


16. Explain the frequently used terms for Root Cause Analysis (RCA).

  • Tree chart: The visual representation for showcasing the interlinkage of causes.

  • Nodes: Boxes in the tree chart showcase data, representing the underlying causes.

  • Critical Path: The leading/most significant underlying root cause.

  • Summary: A consolidated summary of all the data in different nodes of the tree chart, in simple natural language.


17. Where can I view RCA?

RCA can be accessed from the Freddy AI module in the product. 


18. Is RCA applicable to all types of insights?

At the moment, RCA is generated for only Proactive Insights, which display a trend that is not beneficial or desirable for the service desk (can also be called negative insights).


19. What are negative insights?
Insights where the concerned metric has moved in the undesired direction. They are shown in Red, Amber and Yellow colours as per criticality.

  • Red Colour - High Criticality

  • Amber Colour - Medium Criticality

  • Yellow Colour - Low Criticality

20. What are positive insights?

Insights where the concerned metric has moved in the desired direction. These are shown in green colour. RCA is not available for positive insights.



21. What timeframe is used to create the RCA for an insight?

This depends on the type of insight as follows:


Insight Type

Lookback Period

Minimum weeks/months with tickets present for insight to be generated

Majority


Last 12 weeks


NA

Outliers

Last 12 weeks for weekly

Last 12 months for monthly

6 weeks for weekly

6 months for monthly


Trend Change

(Spike & Fall)


Last 12 weeks for weekly

Last 12 months for monthly

6 weeks for weekly

6 months for monthly


Longest Increase/Decrease


Last 12 weeks for weekly

Last 12 months for monthly

6 weeks for weekly

6 months for monthly


Recent Change



Last 2 weeks for weekly

Last 2 months for monthly

6 weeks for weekly

6 months for monthly


Overall Trend 



Last 12 weeks for weekly

Last 12 months for monthly

6 weeks for weekly

6 months for monthly


22. What types of fields and metrics is RCA applicable to?


Type

Applicable

Out of scope

Fields

Default & Custom fields

Custom Attributes

Metrics

Default metrics

Custom Metrics


23. What do the terms “unknown” and “others” mean in RCA?

  • Unknown: This refers to the empty value in any field. For example, if no agent is assigned to the tickets in question, it will show as ‘Agent Name: Unknown’ in RCA.

  • Others: This refers to the multiple values in the data of any field without any significant portion from a particular value. For example, out of 100 tickets, 50 were handled by Agent A, 30 by Agent B, 10 by Agent C and one each by 10 other agents. Then the RCA drill down will roll up these 10 tickets and call them out as ‘Agent Name: Others’.


24. What tickets are part of the Leading Causes underlying data?

All the tickets present in the leaf node (last node) of the critical path of the tree map.


25. What tickets are part of the View all causes underlying data?

All the tickets for that relevant week or month for which the insight is generated.


26. Can I add or edit any particular field in the treemap for RCA?

No, at the moment only the fields identified by the AI model are part of the treemap.


27. Does RCA support multiple languages?

No, at the moment it does not support multiple languages. The Multilingual Insights feature is in our product roadmap.


28. How does the RCA algorithm work?

  • Detects insights (anomalies, spikes, or trends) in a specific time frame.

  • Analyzes all underlying data and attributes influencing the insight.

  • Ranks top or most impactful contributors (numerical or categorical).

  • Iteratively adds the next most important factors from the remaining attributes until no further reasonable splits are possible.

  • Identifies the critical path, highlighting the most significant or highest contributing set of attributes (i.e. root cause) behind the insight.


General Availability (GA)

29. When is Freddy AI Insights going live in GA?
Freddy AI Insights is going GA on June 11, 2025.

30. Which plans will have access to Freddy AI Insights at GA?
Freddy AI Insights is available to customers in the Freshservice Enterprise plan ONLY.

31. I am on the Freshservice Pro plan and have been testing Freddy AI Insights in public beta. Is there any action for me?
Please upgrade to the Freshservice Enterprise plan to continue using Freddy AI Insights.


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