Configure Freddy AI Copilot features

Modified on: Tue, 3 Nov, 2026 at 10:16 AM

For both Freshservice (Pro and Enterprise plans) and Freshservice for Business Teams (FSBT), Freddy AI Copilot is available as an add-on. Copilot features work the same way across all Freshservice products. Learn more about the pricing here.

TABLE OF CONTENTS

See how agents use Freddy AI Copilot
Enable Freddy AI Copilot features
- Using AI Agent Studio
- Using the Admin settings page
Freddy AI Copilot features

Freddy AI Copilot is an AI-powered assistant designed to help business and IT teams work more efficiently. It reduces time spent on repetitive manual tasks by automating routine responses, improving consistency, and supporting faster service delivery. Freddy AI Copilot can be used across multiple departments, including HR, Facilities, Finance, Legal, Marketing, and IT, enabling teams to focus on higher-value work.

See how agents use Freddy AI Copilot

Watch this video to explore how Freddy AI Copilot helps agents resolve tickets faster, from understanding ticket context and summarizing conversations to drafting replies, suggesting resolutions, and improving knowledge articles. Discover how its AI-powered capabilities streamline ticket resolution and help agents work with greater speed and confidence.

Enable Freddy AI Copilot features

Depending on your account, you may see either the new AI settings experience or the existing Admin settings page. Follow the steps that match the interface available in your account.

Using AI Agent Studio

To enable Freddy AI Copilot features from AI Agent Studio, follow these steps:

Navigate to AI Agent Studio.
In the left navigation pane, click AI Copilot.
Enable the toggle for the features you want to use.

Using the Admin settings page

To enable Freddy AI Copilot features from the Admin settings page, follow these steps:

Navigate to Admin > Freddy AI > Freddy.
Enable the toggle for the features you want to use.

Freddy AI Copilot features

The following AI Copilot features are available for configuration:

AI module	Use Case Group	Feature	Description
Freddy AI Copilot	Summarization and actions (Copilot agent)	Conversational Copilot	Resolve tickets faster by bringing together information and actions in one place. Ask questions in natural language.
		Copilot Actions	Copilot agent proactively recommends relevant actions based on the ticket context and lets you request actions using natural language. Review and approve actions before they are executed.
		Ticket Summarizer	Creates concise summaries of detailed ticket conversations.
		Resolution Notes Generator	Draft resolution notes for auditability and handoffs.
		Post Incident Report Generator	Produces structured reports after major incidents.
	Response assistant	Reply Suggester	Suggests relevant replies to speed up agent response time.
		Multilingual Reply Suggester	Generates replies in multiple languages for global support.
		Writing Assistant	Improves tone, clarity, and grammar in agent messages.
	Resolution assistant	Similar Ticket Suggester	Surface historical tickets with similar context for faster resolution.
		Ticket Sentiment Analysis	Analyzes the requester’s messages in a ticket and classify the sentiment as Negative, Neutral, or Positive.
		Resolution Insights	Reads through similar resolved tickets, identifies the likely root cause, and outlines the steps other agents used to fix the issue.
		Find Initiating Changes	Analyzes changes closed within the last 14 days and ranking the ones most likely related to the incident.
		Similar Shange Suggester	analyzing recent changes and surfacing the ones most similar to the current change request.
	Ticket assistant	Field Autofill Suggester	Recommends field values to reduce manual updates.
	Ticket assistant	Translator	Translates ticket content to remove language barriers.
	Knowledge assistant	Help Article Generator	Creates draft knowledge articles from ticket context.
	Knowledge assistant	Knowledge Content Recommendations	Suggests relevant knowledge content when troubleshooting.

Freddy Copilot is currently supported in English, German, French, Spanish, Portuguese (Brazil), Dutch, Swedish, and Spanish (LATAM). The Similar Ticket Suggester feature is currently supported only in English.

Conversational Copilot

The Conversational Copilot, powered by Freddy AI, helps you resolve tickets faster by bringing together information and actions in one place. Instead of manually searching for similar tickets, knowledge articles, or other sources, you can use the Ask me anything field to ask questions in natural language.

Based on your organization's Conversational Copilot configuration and available knowledge, it can surface insights from similar tickets, find related tickets, retrieve relevant information, generate resolution suggestions, and draft replies for requesters. Each response includes citations so that you can review the referenced sources and verify the information. Learn more

Copilot actions

Copilot Agent Actions helps you perform actions across connected apps while working on a ticket. Copilot Agent proactively recommends relevant actions based on the ticket context and lets you request actions using natural language. Review and approve actions before they are executed.

This helps you complete tasks with less manual effort and reduces the need to switch between applications while working on a ticket. Learn more

Ticket summariser

Throughout a ticket’s lifecycle, multiple communications occur through ticket replies, often resulting in substantial context. Freddy AI analyzes the ticket subject, description, and conversations, and presents key details in a readable format. This helps agents quickly understand the ticket context and take action faster. Learn more

Reply suggester

Freddy AI enables agents to respond to tickets quickly with auto-generated replies sourced from help articles maintained in your knowledge base. Replies are curated based on the reported issue and summarized from relevant articles that match the request. Learn more

Field autofill suggester

Freddy AI helps save time by automatically assigning ticket field values. It uses AI-powered suggestions to categorize tickets with the appropriate parameters. Learn more

Writing assistant

Freddy AI helps improve service desk communication by optimizing the quality, tone, and clarity of written content. Learn more

Ticket Translator

Freddy AI Copilot Translator helps translate ticket conversations for globally distributed teams. It allows agents to view incoming tickets in their preferred language, simplifying cross-regional communication, reducing response times, and improving employee satisfaction. Learn more

Sentiment Analysis

Sentiment analysis uses Freddy AI to analyze the requester’s messages in a ticket and classify the sentiment as Negative, Neutral, or Positive. It also shows how the sentiment has changed since the ticket started and, when enabled, explains the factors that influenced the prediction. Learn more

Similar tickets suggester

Freddy AI helps identify similar tickets raised for the same issue and enables agents to resolve tickets more effectively by referencing relevant context. Learn more

Resolution Insights

Instead of pointing you to a list of past tickets, this Freddy AI Copilot capability reads through similar resolved tickets, identifies the likely root cause, and outlines the steps other agents used to fix the issue. Learn more

Resolution note generator

Agents can create resolution notes for each ticket to support quick reference and faster service delivery. Resolution notes are internal records that document the steps to reproduce an issue, the troubleshooting process, and other relevant details. These notes help agents resolve similar issues more efficiently in the future. Learn more

Post-incident report generation

Freddy AI Copilot helps generate post-incident reports, reducing the time and effort required after incident resolution. When the Freddy Copilot license is enabled, Freddy AI remains engaged throughout the incident lifecycle, from major incident creation to resolution, allowing it to generate accurate and detailed post-incident reports. Learn more

Find initiating changes for a ticket

Previously, agents had to manually search through change records to find the change responsible for an incident. The Initiating Change Suggester simplifies this process by analyzing changes closed within the last 14 days and ranking the ones most likely related to the incident. From the ticket view, you can review the suggestions, inspect change details, and link the relevant changes directly to the ticket. Learn more

Find similar changes for a change request

Previously, agents had to manually search through change records to find similar past changes. The Similar Change Suggester simplifies this process by analyzing recent changes and surfacing the ones most relevant to the current change request. From the change details page, you can review the suggestions, inspect change details, and provide feedback on the results. Learn more

Help article generator

Freddy AI automatically generates solution articles from public sources and existing tickets to help deflect commonly occurring issues. Learn more