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Solution home Support Guide: IT and Employee Service Management Freddy AI Insights

Conversational Insights in Freshservice

Modified on: Fri, 10 Apr, 2026 at 7:43 PM
Effective May 14, 2026, Conversational Insights is Generally Available (GA) for all customers on the Freshservice Enterprise Plan.

TABLE OF CONTENTS


Conversational Insights transforms how you interact with Freshservice to get the most relevant service desk insights. Instead of building reports manually, you can now get instant insights by simply asking questions in simple English. This powerful tool acts as your personal data analyst, creating insightful charts and reports on demand, anytime.


Learn how Conversational Insights works

Conversational Insights is a feature that empowers you to explore your service desk data through simple text prompts or commands. Ask questions in your own words, and Freddy AI will instantly generate relevant charts and visualizations. With multi-turn support, you can ask follow-up questions to drill down deeper into your data. You can also add any chart to your Freshservice Analytics reports with a single click, making it easier than ever to build comprehensive dashboards.


Key Benefits:

  • Instant Insights: Get immediate answers to your service desk-related questions without navigating complex reporting modules. This will save you time and accelerate decision-making.

  • Ease of Use: You don’t have to be a data expert. Just ask a question, and get your relevant insight.

  • Deeper Analysis: Use multi-turn conversations to explore data from different angles.

  • Seamless Reporting: Effortlessly add your generated charts to new or existing Analytics reports. 


Enable Conversational Insights

Conversational Insights is available as a part of the Freddy AI Insights feature and becomes accessible when Freddy AI Insights is enabled. If you are a Freshservice Enterprise customer and Freddy AI Insights is not enabled for your account, perform the following steps to enable Freddy AI Insights:

  1. Go to Admin in your Freshservice account. 

  2. Navigate to Freddy AI > Freddy > Freddy AI Insights.

  3. Toggle on Proactive Insights.

If Freddy AI Insights is enabled for your account, as an Admin, you can enable Freddy AI Insights for additional agents by following these steps:

  1. Go to Admin Settings → User Management.

  2. Select a user from the Agent dropdown.

  3. Click Edit Permissions.

  4. Under Groups and Roles, add the Freddy Insights permission.


Generate reports and charts

  1. Open Freshservice and click on the Freddy Icon, right at the top of the menu. The Freddy window appears with the Proactive Insights on the left.

  1. Type your question in the input box in natural language. For example, "Show me the number of unresolved tickets by priority." The Prompts section also has a list of predefined most-used prompts that you can use.


    Conversational Insights processes your request and generates the most appropriate chart to visualize the data.

  2. Ask follow-up questions. You can continue the conversation to refine your results. For example, you may ask, "Now show me this for the last 30 days."

  3. Click on the ‘i’ icon and get details of the query used by freddy to generate the chart.

  4. If you want to add this chart to your Freshservice Analytics reports, click the Add to Report button.

  5. Freddy uses your conversation history as context for the next question. To start a new and independent session, select Clear Conversation to remove the previous context.

Manage usage limits

Conversational Insights comes with a service limit of 100 queries per account per month. The Service limit is a threshold that provides a benchmark to help you evaluate the service while maintaining full access to all features. To ensure our early adopters can realize the full value of the tool without friction, this limit is currently not enforced during the promotional period. 

Because we are prioritizing a seamless experience at this stage, you can expect the following:

  • No service interruptions: Your team can continue to run queries beyond the 100-query threshold without being blocked or throttled.

  • Full exploration: The experience remains open and unrestricted to allow for comprehensive testing of the service's capabilities.

  • No current in-product indicators: During this promotional phase, you will not see usage counters or "limit reached" messages within the user interface.

  • Advanced notice: We are committed to transparency regarding your usage. We will send a formal notification one month prior to enforcing these limits.

Optimize your queries for better results

For the most accurate results in Conversational Insights:

  • Avoid asking questions that are irrelevant to analytics, ambiguous, or overly complex with multiple conditions.

  • For complex queries, break them into simpler questions and use follow-up queries.

  • The feature supports only English and cannot answer questions about data outside Freshservice.


Try these example prompts

Here are a few examples of effective prompts to get you started:

  • "What are the top categories of tickets customers are facing right now?" Use this prompt to identify high-volume issues and prioritize your team's focus.

  • "Show me the weekly trend of incoming tickets over the last 30 days." This generates a visual trend to help you understand workload fluctuations.

  • "Give me the top 5 agent group names that are missing Resolution SLA targets the most." This helps you quickly identify specific teams that may require additional resources or training.

  • "Show a breakdown of tickets created by category and sub-category." Use this to see a granular view of how your support requests are distributed.

  • "What are the top 3 sources that drive the most tickets?" This prompt helps you identify which channels, such as email or chat, are the most active.

  • "Which 5 agents have the highest ticket resolution time?" Use this to monitor performance and identify opportunities for coaching.

  • "Compare ticket volume from March 2025 to March 2026." This provides a year-over-year comparison to help with long-term capacity planning.

  • "How does agent performance vary by ticket type?" Use this to understand if certain types of issues take longer to resolve across your team.

Note: You can view sample tips by selecting the bulb icon shown below.

Review terms and conditions

Effective May 14, 2026, Conversational Insights is officially Generally Available (GA) for all customers on the Freshservice Enterprise Plan. Use of this feature is subject to our Service limits to ensure consistent performance and reliability for all users.

Activation Timelines

  • Pre-enabled Accounts: Customers who enabled Freddy AI Insights prior to August 25, 2025, will receive automatic access to the Conversational Insights on May 14, 2026.

  • New Activations: For eligible accounts enabling Freddy AI Insights after May 14, 2026, the Conversational Insights feature will be provisioned and accessible within 24 hours of enablement.

Data Accuracy & AI Usage

  • Data Quality: The precision of the generated charts and insights depends directly on the quality and completeness of the data maintained in your Freshservice instance.

  • Validation: While Freddy AI is a powerful tool for data synthesis, AI-generated responses can occasionally contain errors. We recommend reviewing and validating the insights before taking business actions based on the responses.

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