Freddy AI Copilot and Insights pricing

Modified on: Thu, 12 Nov, 2026 at 1:36 PM

TABLE OF CONTENTS

Availability and pricing
- Add-on pricing
Features included with Freddy AI Copilot
Purchase and manage licenses
Frequently asked questions
Freddy AI Insights
- Features included with Freddy AI Insights
- Important information

Freddy AI Copilot helps service desk agents resolve tickets faster, improve responses, and reduce manual work with AI-powered assistance. You can purchase Freddy AI Copilot as an add-on and assign licenses to the agents who need access.

Availability and pricing

Freddy AI Copilot is available as a paid add-on for the following products:

Freshservice: Pro and Enterprise plans.
Freshservice for Business Teams: Available as a paid add-on.

You can purchase licenses for all agents or select agents based on your organization's requirements. Learn more about purchasing and managing licenses.

Add-on pricing

The following table lists the Freddy AI Copilot add-on prices by billing frequency and currency.

Billing frequency	USD	EUR	GBP	AUD	INR
Annual billing (per month)	$29	€29	£23	A$45	₹2,399
Monthly billing	$35	€35	£28	A$54	₹2,879

Note: Annual billing prices are monthly equivalents billed annually. Confirm the applicable price and currency in your account before purchasing.

Features included with Freddy AI Copilot

Freddy AI Copilot includes AI-powered features that help agents manage tickets, improve responses, troubleshoot issues, and create and maintain knowledge content.

Ticket management and productivity

Feature	Description
Ticket summariser	Generate concise summaries of ticket conversations to understand issues and their history quickly.
Ticket field suggester	Get AI-powered suggestions for ticket field values to reduce manual updates.
Ticket translator	Translate ticket content to help agents work across language barriers.
Ticket sentiment analysis	Identify the sentiment expressed in requester messages to better understand their concerns.
Similar tickets suggester	Find tickets with similar issues to help investigate and resolve requests.

Response and writing assistance

Feature	Description
Reply suggester	Generate relevant reply suggestions to help agents respond faster.
Writing assistant	Improve the tone, clarity, grammar, and wording of ticket responses.

Resolution and change management

Feature	Description
Resolution insights	Analyze similar resolved tickets to identify likely root causes and understand how other agents resolved issues.
Resolution note generator	Generate resolution notes to document troubleshooting steps and outcomes.
Post-incident report generation	Generate structured reports after major incidents to reduce manual documentation effort.
Find initiating changes	Identify recent changes that may have contributed to an incident.
Find similar changes for a change request	Find changes with similar characteristics to help agents assess change requests.

Conversational assistance and actions

Feature	Description
Conversational Copilot	Ask questions in natural language and get AI assistance using relevant ticket information and configured knowledge sources.
Copilot actions	Get relevant action recommendations based on ticket context and request actions using natural language. Review and approve actions before execution.

Knowledge management

Feature	Description
Help article generator	Generate draft help articles using publicly available information and existing service desk tickets.
Knowledge enrichment (Improve)	Improve existing knowledge content to make articles clearer and more useful.

Reporting and value measurement

Feature	Description
Copilot value report	Review the value delivered by Freddy AI Copilot to understand its contribution to agent productivity and service desk efficiency.

Note: Feature availability and configuration options may vary by product, plan, and account. Contact your Freshservice administrator if a feature is not available in your account.

Purchase and manage licenses

You can purchase Freddy AI Copilot licenses and control which agents can use its features.

To purchase licenses:

Go to Admin > Plans and Billing in Freshservice or Freshservice for Business Teams, or open the Neo Admin Center.
Under Subscriptions, select the relevant account.
Under Active add-ons, select the option to buy or manage add-ons.
Select Freddy AI Copilot, specify the number of licenses you need, and confirm the subscription update.

To manage access, configure the relevant roles and permissions for your agents.

For more information, see Configure Freddy AI Copilot features.

Frequently asked questions

1. Can I purchase Freddy AI Copilot for selected agents?

Yes. You can purchase licenses for all agents or select agents, depending on your organization's requirements.

2. Can I control which Freddy AI Copilot features agents can use?

Yes. Administrators can configure access to available features through the relevant role permissions and AI settings.

3. Where can I find the available Freddy AI Copilot features?

Go to AI Agent Studio > AI Copilot or, depending on your account's settings experience, navigate to Admin > Freddy AI > Freddy. Enable the features you want to make available.

For setup instructions, see Configure Freddy AI Copilot features.

Freddy AI Insights

Freddy AI Insights helps service desk managers and decision-makers identify trends, investigate root causes, and analyze service desk performance using AI-generated insights and conversational queries.

Freddy AI Insights is available with the Freshservice Enterprise plan only. It is not available with Freshservice for Business Teams or free trial accounts.

Features included with Freddy AI Insights

Feature	Description
Proactive Insights	Identify trends, anomalies, and changes in ticket metrics to understand service desk performance.
Root Cause Analysis (RCA)	Investigate the factors contributing to an insight and identify the most significant underlying causes.
Customized Insights	Configure insights to focus on the metrics and service desk trends relevant to your organization.
Conversational Insights	Ask questions in natural language and generate charts from your Freshservice data. You can also add generated charts to Analytics reports.

Important information

Data requirements: Proactive Insights require sufficient ticket data. The eligible agent group must have at least 10 tickets in the last 12 weeks, and only tickets assigned to groups are considered.
Availability: After enabling Freddy AI Insights, insights are generally available within 24 hours, provided the account meets the data requirements.
Language support: Freddy AI Insights and Root Cause Analysis currently support English only.
Reporting limitations: You cannot export Freddy AI Insights reports directly. Conversational Insights charts can be added to Analytics reports.
Conversational Insights usage: The current FAQ documents a service limit of 100 queries per account per month. This limit is not currently enforced, and customers can continue querying beyond it.

For setup instructions, eligibility details, usage guidance, and other frequently asked questions, see Freddy AI Insights: Frequently Asked Questions (FAQs).