Use Freddy AI to analyze incoming queries and generate relevant responses based on your knowledge base content and resolution insights from past tickets. Quickly select pre-populated responses instead of starting from scratch for commonly asked questions.


Freddy uses the knowledge base on your Freshservice account to generate reply suggestions and resolution insights from past tickets. Make sure you have a detailed knowledge base in place with solution articles covering a variety of topics. The quality of your articles will determine the quality of responses that Freddy can generate.


Here's how you can leverage Freddy to create responses for tickets quickly:


  1. Open the ticket that requires a response. Click ‘Reply’ under the conversations tab. This opens the reply section where you can type out your response.
     

  2. Click ‘Generate response’. Freshservice generates a suitable response based on the ticket details, similar incidents, past resolutions, and info from relevant knowledge base articles. This helps you create relevant responses for your ticket without typing out replies from scratch. 
     

    Note: The Generate response button is available only when responding to a ticket for the first time. For follow up replies, the button will be disabled.

    1. Use if you wish to generate replies in addition to the resolution response. Freddy offers the following options:

      • Acknowledge the message
      • Request for more information
      • Follow up on the conversation
      • Confirm the resolution of the ticket

  3. Use the button to modify the generated response:

    • Click Expand to add more content to the response

    • Click Rephrase to rewrite the response with other word combinations
    • Click Enhance tone to rewrite the response with a different tone. Choose between Professional, Casual, and Friendly.

  4. Review the suggested response and click .