Freshdesk Freddy AI: a help desk with an AI agent included

Contents

1. What Freddy AI Agent does
2. Published evidence
3. Strengths and limits
4. Pricing
5. Questions to ask Freshworks
6. Sources

Type	Help desk with AI agent
Pricing	Published
Website	freshworks.com

Freshdesk is the help desk from Freshworks, which says more than 74,000 businesses use it. Every plan now includes its Freddy AI Agent⁠1Freshdesk pricingFreshworks.

Best for: Small and mid-sized support teams that want a help desk with an AI agent included at a low published price.

Not the right fit for: Companies that need an agent acting deeply in other systems.

What Freddy AI Agent does

Each plan includes the first 500 AI agent sessions. A session is a unique interaction between a customer and the agent; for email, it is a 72-hour window from the customer's first message, covering every AI response within it. Additional sessions cost $49 per 100. Connector app tasks and MCP actions, sold as add-ons, let the agent reach other systems, and a Freddy AI Copilot for human agents costs $29 per agent a month on the Pro and Enterprise plans⁠1Freshdesk pricingFreshworks.

Published evidence

The pricing page we read does not include customer results for the AI agent.

Strengths and limits

Strengths

• An AI agent included in every plan, with a clear session allowance.
• Published per-agent prices and add-on prices.
• Connector tasks and MCP actions let the agent reach other systems.

Limits

• Sessions are counted per interaction, not per resolution.
• Deeper AI features, such as Copilot and insights, sit on higher plans or add-ons.

Choose another option if: You want to pay only for resolved conversations, or need the agent to act widely beyond the help desk.

Pricing

Published: Growth $19, Pro $55 and Enterprise $89 per agent a month, billed annually, each with 500 AI agent sessions; extra sessions $49 per 100; Copilot $29 per agent a month.

Questions to ask Freshworks

• What share of sessions end in a resolution for teams like ours?
• Which channels does the AI agent cover on each plan?
• What can it do in other systems through connectors and MCP actions?
• How does it hand a conversation to a human agent?

See how Freshdesk compares with the other agents in the main guide.

Sources

1. Freshdesk pricing. Freshworks. Accessed 8 Nov 2026.

Further reading

• Buyer's guide · Updated quarterlyThe best AI customer service agents in 2026An analysis of nine AI agents for customer service, from help-desk add-ons to enterprise platforms, judged on what they can resolve, how they hand over to people and what a resolution costs.
• Guide · CostWhat AI customer service costs per resolutionFive vendors, five pricing units. This guide sets out what each one counts, what it leaves out and how to compare them on the same footing.
• Guide · Agents and chatbotsAI agent vs chatbot in customer serviceAlmost every vendor now calls its product an agent. The useful distinction is not the label but what the software can do with a customer's records.