Conversational Insights public access will begin on December 1, 2025. Learn more


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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.


What is Conversational Insights?

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. 


How to 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.


How to use Conversational Insights?

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

  1. Click Prompts.

  2. 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.


  3. 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."

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

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

  6. 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.


Note: 

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.


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.

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


Things to keep in mind (Terms & Conditions)

  • Public access availability: Conversational Insights public access will begin on December 1, 2025.

    Eligibility:

    • All Freshservice Enterprise plan customers who enable Freddy AI Insights before August 25th, 2025 will automatically receive this feature on the day it goes live.

    • Customers enabling Freddy AI Insights after the launch date will get access to 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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