Note: For both Freshservice (Pro and Enterprise Plans) and Freshservice for Business Teams (FSBT), Freddy Copilot is available as an add-on. Learn more about the pricing here.
TABLE OF CONTENTS
Are your frontline teams spending too much time on repetitive, manual tasks instead of focusing on higher-value work?
Freddy Copilot provides business and IT teams with AI-powered assistance to boost productivity, automate routine responses, and deliver consistent service across any department, including HR, Facilities, Finance, Legal, Marketing, or IT.
Where can you find them?
Navigate to Admin > Freddy AI > Freddy and enable the features you want your teams to use.
Enable the toggle for features you want to explore.
Capabilities to unlock productivity
Note: Freddy Copilot is available only in English, German, French, Spanish, Portuguese (Brazil), Dutch, Swedish, and Spanish (LATAM). Similar Incident Suggestions and Conversational Insights are not yet available in multiple languages.
Reply suggester
Enable agents to quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. Replies are curated based on the issue reported and summarized from relevant help articles that match the issue. Learn More
Ticket summary generator
Throughout a ticket’s lifecycle, multiple communications occur via ticket replies, capturing key decisions and milestones. Enable agents to quickly generate a summary of how a ticket was resolved by capturing the consolidated context from all ticket responses. Learn More
Help article generator
Auto-generate solution articles from public sources and existing tickets to deflect commonly occurring issues. Learn more
Conversational service desk actions
With Freddy-AI, agents can now do everyday tasks in a simple, conversational way. Agents can save time and focus on work that matters, while the mundane work is handled by Freddy as instructed by them. Learn more
Conversational Desk Actions in the Prompt section will be deprecated on December 1, 2025. From the same date, you can start using Conversational Insights, a new conversational feature to explore your service desk data through simple text prompts.
Note: The Gif is for representation only. Some of these actions will be supported in the near future.
Similar Incident Suggestions
Identify similar tickets raised about the same issue and resolve tickets better with context to reference. Learn More.
Field suggester
Save time by assigning ticket field values. Auto-categorize tickets by assigning the right parameters with AI-powered suggestions. Learn more
Resolution note generator
Agents can now create resolution notes for each ticket to aid quick references and faster service delivery. Resolution notes are internal documents that detail the steps to reproduce an issue, the troubleshooting process, and other relevant information. They're incredibly helpful for assisting agents with similar problems. Learn more.
Writing assistant
Enable effective communication by optimizing the quality, tone, and clarity of written content in the service desk. Learn more
Translator
Freddy Translate helps translate conversations on tickets for globally distributed teams. Access incoming tickets in your preferred language. By simplifying cross-regional communication, reducing response times, and improving employee satisfaction, Freddy Translate transforms the support experience for global teams. Learn more
Post Incident Report Generation
Save time and effort by using Freddy Copilot to generate post incidents reports. If you have opted for Freddy Copilot license, you can expect Freddy AI to be keyed into your incident response – right from the creation of a major incident to its resolution – enabling it to quickly deliver accurate and detailed post incident reports. Learn more
Intelligent Related Changes
Intelligent Related Changes identifies recent changes that may have caused an incident. It also provides accurate root cause analysis (RCA) by linking related changes and incidents.
