This feature enters public early access on August 29, 2025.


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Natural Language Analytics 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.


What is Natural Language Analytics?

Natural Language Analytics is a conversational 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. Save 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. 


How to enable ‘Natural Language Analytics’?

Natural Language Analytics 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 the steps below:

  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.


How to use Natural Language Analytics?

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

  2. Click Prompts.

  3. 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.


    The Natural Language Analytics processes your request and generates the most appropriate chart to visualize the data.


  4. 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."

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

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

To get the most accurate results from Natural Language Analytics, avoid Irrelevant questions unrelated to analytics, ambiguous questions that lack specificity, and overly complex queries with multiple conditions. To deal with complex queries, break the query into multiple simple queries and ask as follow-up queries. The feature also can't answer questions about data outside of Freshservice and supports English only.


Examples of useful prompts

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

  • "Show me the agent with the highest first contact resolution rate this month." This will generate a chart that helps you quickly identify top-performing agents.

  • "Compare the ticket resolution time for the last two quarters." This is a great way to visualize trends and see if your team's efficiency is improving.

  • "What is the breakdown of tickets by source for the last 7 days?" This prompt helps you understand which channels are generating the most support requests.


Things to keep in mind (Terms & Conditions)

  • Availability: This feature will be available as part of Freddy AI Insights, and will be available starting August 29, 2025 to all Enterprise plan customers.

  • Public Access: This feature is being released in public early access on August 29, 2025. This means we are still actively working on improving its functionality. We welcome your feedback.

    • All Freshservice Enterprise plan customers who have enabled Freddy AI Insights before August 25th, 2025, will automatically receive this feature on August 29th, 2025.
    • All customers enabling Freddy AI Insights after August 29th, 2025, will get this feature within 72 hours.

  • Data accuracy: The accuracy of the charts depends on the quality and completeness of the data in your Freshservice instance. Also, Freddy AI can make mistakes, so keep that in mind before acting on responses received.


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