Last updated: 2025-12-18

Source: https://support.freshdesk.com/support/solutions/articles/50000010359-overview-of-freddy-ai-for-ticketing

Overview of Freddy AI for Ticketing

Freddy AI combines automation and intelligence to help your team work more efficiently, scale effortlessly, and deliver great experiences across every channel. Here's the list of Freddy AI features.

Freddy AI feature list and availability

Freddy AI Copilot

Work smarter by offering context-aware assistance right inside the ticket.

Freddy AI Agent Studio

Create custom AI Agent on a no-code builder or deploy pre-built agentic workflows to handle common customer requests.

Freddy Self-Service feature

Freddy AI Insights

Provide actionable insights to admin to improve support operations.

Freddy AI Trust - Transparent, Private, and Secure AI

Freddy AI Trust ensures the highest standards of safety, privacy, and security for businesses using AI. It protects systems, data, and AI models from unauthorized access, breaches, and threats while ensuring compliance with global privacy regulations. Integrating advanced governance mechanisms elevates the safety and reliability of AI-driven outputs. This framework is central to Freshworks’ commitment to responsible AI use, making it a trusted partner for businesses leveraging generative AI technologies.

Freddy AI Trust uses the robust capabilities of Microsoft Azure content filters to enhance its defenes against sophisticated prompt injection attacks, including jailbreaking attempts and indirect injection techniques

Freddy AI Trust is built on five core pillars:

1. Safety: Detects and mitigates harmful content, including hate speech, violence, and self-harm, while preventing prompt injection attacks. 2. Privacy: Safeguards sensitive information through advanced PII detection, corroboration, and anonymization techniques. 3. Security: Protects against threats like jailbreak and indirect prompt attacks using Azure AI Content Safety’s Prompt Shield. 4. Controls: Empowers customers to opt out of AI-related model training and disable specific AI features. 5. Traceability: Provides citation-inclusive responses, enabling users to verify AI-generated information and fostering trust.

These pillars ensure Freddy AI Trust delivers a secure, transparent, and reliable AI ecosystem. By focusing on these critical areas, Freshworks empowers businesses to confidently adopt AI-powered solutions while prioritizing safety, privacy, and compliance.

Access Freddy features: first steps

For Admins:

Step 1: Purchase Freddy AI Add-ons:

You can purchase and manage Freddy AI Copilot and Freddy AI Agent add-ons directly from Freshdesk to help agents resolve tickets faster and deliver consistent, high-quality customer service. For details, see Manage Freddy AI Add-ons.

Step 2: Assign Freddy AI Copilot role to agents

After purchasing Freddy AI add-ons, you can assign Freddy AI Copilot role to agents so they can access the respective features. For details, see Manage Freddy AI Add-ons.

Step 3: Enable essential Freddy AI Copilot, AI Insights, and Email AI Agent features

You can find a comprehensive list of Freddy AI features that you can enable and configure to suit your organization's needs.

Step 4: Set up AI Agent Studio

Configure and set up an AI Agent with a no-code builder or deploy one with pre-built workflows. Once configured, map your AI Agents to multiple channels, like WhatsApp, Facebook, Web Chat, or Instagram. For details, see Set Up AI Agent.

For Agents:

Find help with the Freddy icon in your daily activities. Look for the Freddy icon on your screens to receive relevant assistance. Here are a few instances where Freddy comes in handy: