Freshdesk Freddy AI review
7.3/10★★★★★Freshdesk helpdesk with the Freddy AI Agent and 500 free AI sessions
- Best for
- Small and mid-size teams that want an affordable helpdesk with AI included
- Price
- Free trial · from $19/agent/month
Free: 14-day trial of the Enterprise plan; 500 Freddy AI Agent sessions included on all plans - Platforms
- Web, API
- Made by
- Freshworks
What it is
Freshdesk is Freshworks' helpdesk, and its Freddy AI Agent answers customers on its own across channels. Every plan includes 500 free AI agent sessions, and Freddy AI Copilot helps human agents on higher tiers. Reviewers note it costs about half as much per agent as Zendesk.
What the AI does
- Freddy AI Agent for autonomous answers
- Freddy AI Copilot for human agents
- Multi-channel ticketing
- AI built into all plans
Pros and cons
- 500 AI sessions included on every plan
- Cheaper per agent than Zendesk
- Mature multi-channel helpdesk
- Large app marketplace
- AI considered mid-tier compared with specialists
- Answer quality depends on a fresh knowledge base
- Older-looking interface
How it scores
Good value with AI included, but its AI is less advanced than Fin or the enterprise platforms.
Feature checklist · 3 of 9
- Free plan or self-serve free trial (yes)
- Published, self-serve pricing (yes)
- Pay per resolution or outcome (no)
- Answers phone or voice calls (no)
- Works across chat, email and messaging apps (e.g. WhatsApp, SMS) (yes)
- Takes actions in other systems (order lookups, refunds, account changes) (no)
- Works on top of an existing helpdesk (e.g. Zendesk, Salesforce) (no)
- Answers in many languages (40+) (no)
- Testing, simulation or AI quality monitoring (no)
Alternatives
See all Freshdesk Freddy AI alternatives, ranked →
- Intercom Fin 8.7/10Support teams of any size that want a proven AI agent with transparent per-resolution pricing
- Zendesk AI agents 7.9/10Teams already on Zendesk that want AI agents inside the same helpdesk
- Sierra 7.6/10Large enterprises that want a custom, branded AI agent with white-glove deployment
- Tidio Lyro 7.6/10Small online stores and businesses that want an AI chatbot running in minutes
Intercom Fin vs Freshdesk Freddy AI