TABLE OF CONTENTS

Overview

Experience the ease of accessing your support portal with Freddy AI, available at your first touchpoint. The AI Agent is now built into the portal, acting as the first line of support whenever you search for something. Freddy complements the existing keyword search by providing intelligent assistance—helping you view all open tickets, find any information, request services, manage approvals, get assistance, and more—while all other portal options remain unchanged. This enhancement ensures a more intuitive, efficient, and seamless support experience.

Note: This feature is currently in beta and will be available to all Freshservice customers with the Freddy AI Copilot add-on starting October 30, 2025.

How it works

When answering a query, Freddy generates a summary from relevant solution articles or system data and cites the sources for reference. You can rate the response with ? or ? to help improve its accuracy. If the response isn’t fully helpful, simply ask follow-up questions in the text box. If you need further assistance, use the direct link provided by Freddy in the chat to create a support ticket.

When you click create ticket from the conversation, Freddy uses the details it has already gathered to prefill your request. This saves you from re-entering the same information and ensures your ticket is complete before submission. You can review and make changes if needed.


Quick Demo

Let’s say you want to request the installation of Adobe Photoshop on your Macbook. The GIF below demonstrates how seamlessly you can raise a service request through a quick chat with Freddy.

You can switch to the conventional search at any time by clicking the All Search Results tab.

Enable Freddy AI Agent on the support portal

To enable Freddy AI Agent on your support portal, follow these steps:

  1. In your Freshservice instance, go to Global Settings, search for Freddy, and click it.


  2. On the new screen, under Freddy AI Agent, use the Support Portal toggle to enable or disable the agent on the support portal at any time.

Note: You must sign into Freshservice for Freddy AI Agent to work.

Frequently Asked Questions (FAQs)

  1. What is the pricing for Freddy AI Agent?
    Pricing depends on your Freshservice plan. For more details, see Freddy AI Agent Pricing FAQs.

  2. How can I measure the AI agent’s success?
    You can track usage and performance through the Freddy AI Agent Overview report. Key metrics include ticket deflection rate, total active users, total conversations, resolved conversations, and employee feedback. For more details, see Track Freddy AI Agent’s usage and metrics.

  3. Can we switch Freddy AI Agent on or off anytime?
    Yes. You can enable or disable the agent at any time using the toggle in Global Settings > Freddy AI Agent.

  4. Can employees still browse articles without Freddy AI?
    Yes. Employees can search for articles using keywords even when Freddy AI is disabled.

  5. Does Freddy AI Agent follow business rules?
    Yes, it adheres to your configured business rules.

  6. Are SharePoint and Google Drive supported?
    Yes, both platforms are supported.

  7. Can Freddy AI handle images or attachments in queries?
    Not currently. This feature will be introduced soon.

  8. Is sandbox support available?
    Not currently. You can use a trial account to test features.

  9. How are simple and complex forms defined?
    Freddy AI Agent uses the same definitions for simple and complex forms as in Teams and Slack integrations.


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