This enhancement will be available to all Freshservice customers with the Freddy AI Copilot add-on starting October 30, 2025.Freddy AI Copilot can analyze ticket descriptions and conversation threads to understand context and intent. You can use the Reply using AI button to automatically generate troubleshooting steps and tailored responses for common scenarios. This helps your team resolve tickets faster while ensuring every reply remains professional, consistent, and accurate.
Freddy also leverages your knowledge base and past resolution insights to suggest contextually relevant responses—so you can focus on providing great service instead of drafting replies from scratch.
Here’s how you can use Freddy AI Copilot to create ticket responses quickly:
Open the ticket that requires a response.
On the Conversations tab, select the Reply using AI option from the drop-down menu.
Choose one of the following options:
Suggest resolution steps – Freddy analyzes the ticket details, similar incidents, past resolutions, and related knowledge base articles to generate a relevant response. This helps you craft accurate replies without starting from scratch.
Acknowledge – Sends a professional acknowledgment message to the requester.
Request more information – Prompts the requester for additional details needed to proceed.
Follow up – Helps you check in on pending updates from the requester.
Request confirmation to close – Generates a polite message asking the requester to confirm before closing the ticket.
If you prefer to write your own reply, select Reply next to Reply using AI. While drafting your reply, if you need assistance, you can call Freddy AI by placing the cursor in a new line. A “Reply using AI” ghost text will appear—click it or press Tab to start AI-assisted reply generation.
Note: All the same options available under Reply using AI will appear here as well.
Use the Refine option to improve the generated response.
Expand – Add more content or details to the response.
Rephrase – Rewrite the response using different wording.
Enhance tone – Adjust the tone of the response. Choose from Professional, Casual, or Friendly.
Review the suggested response and click Send.
