Freddy Copilot learning sources and refresh timelines

Modified on: Sat, 20 Dec, 2025 at 8:28 AM

TABLE OF CONTENTS

Freddy learning sources and refresh timelines
Common reasons for delayed Copilot suggestions

Freddy Copilot uses historical ticket data and knowledge resources to power features such as suggestions, field recommendations, and solution article generation. Understand what Freddy learns from, when learning starts, and how often data is refreshed, so you can predict and manage responses after enabling these capabilities.

Freddy learning sources and refresh timelines

Parent capability	Data considered	Initial setup time (from feature enablement)	Refresh frequency
Reply Suggester	Resolved tickets updated in the last 180 days	Up to 36 hours	Up to 36 hours
Reply Suggester	Solution articles	Up to 2 hours	Near real-time
Similar Ticket Suggester	Recently resolved tickets	Up to 6 hours	Near real-time
Ticket Field Suggester	Not time-based. Available only when your account has enough data for Freddy to learn from.	Up to 1 month	Resolved tickets
Solution Article Generator	Publicly available solution content	Available immediately	Not applicable
Solution Article Generator	Recently resolved tickets	Up to 36 hours	Up to 36 hours

Common reasons for delayed Copilot suggestions

Use the following checks to understand common reasons for delayed or unavailable Copilot suggestions:

Verify that the Copilot feature is enabled for your account.
Allow time for initial learning, which can take from a few hours to several days, depending on the capability.
Be aware that learning from solution articles completes faster than learning from resolved tickets.
Ensure your account has a sufficient number of resolved tickets, as some capabilities (such as Ticket Field Suggester) require adequate historical data.
Wait for the next data refresh cycle, as recent updates may not appear immediately.