Last updated: 2026-02-16
Source: https://support.freshservice.com/support/solutions/articles/50000009429-freddy-ai-copilot-overview
``` For both Freshservice (Pro and Enterprise plans) and Freshservice for Business Teams (FSBT), Freddy Copilot is available as an add-on. Copilot features work the same way across all Freshservice products. Learn more about the pricing here. ```
Freddy AI Copilot is an AI-powered assistant designed to help business and IT teams work more efficiently. It reduces time spent on repetitive manual tasks by automating routine responses, improving consistency, and supporting faster service delivery. Freddy Copilot can be used across multiple departments, including HR, Facilities, Finance, Legal, Marketing, and IT, enabling teams to focus on higher-value work.
Enable Freddy AI Copilot features
Perform the following steps to access Freddy features from the Admin settings:
1. Navigate to Admin > Freddy AI > Freddy.
2. Enable the toggle for the features you want to use.
Freddy AI Copilot features
The following AI Copilot features are available for configuration:
| Solution / Group / Category | Use Case Group | Feature | Description |
| Freddy AI Copilot | Summarization assistant | Ticket Summariser | Creates concise summaries of detailed ticket conversations. |
| Resolution Notes Generator | Draft resolution notes for auditability and handoffs. | ||
| Post Incident Report Generator | Produces structured reports after major incidents. | ||
| Test Case Generator | Generates test cases based on issue context. | ||
| Response assistant | Reply Suggester | Suggests relevant replies to speed up agent response time. | |
| Multilingual Reply Suggester | Generates replies in multiple languages for global support. | ||
| Writing Assistant | Improves tone, clarity, and grammar in agent messages. | ||
| Resolution assistant | Similar Incident Suggester | Surface historical tickets with similar context for faster resolution. | |
| Intelligent Related Changes | Highlights change requests related to the current ticket. | ||
| Ticket assistant | Field Autofill Suggester | Recommends field values to reduce manual updates. | |
| Translator | Translates ticket content to remove language barriers. | ||
| Knowledge assistant | Help Article Generator | Creates draft knowledge articles from ticket context. | |
| Knowledge Content Recommendations | Suggests relevant knowledge content when troubleshooting. |
``` Freddy Copilot is currently supported in English, German, French, Spanish, Portuguese (Brazil), Dutch, Swedish, and Spanish (LATAM). The Similar Incident Suggester feature is currently supported only in English. ```
Ticket summariser
Throughout a ticket’s lifecycle, multiple communications occur through ticket replies, often resulting in substantial context. Freddy AI analyzes the ticket subject, description, and conversations, and presents key details in a readable format. This helps agents quickly understand the ticket context and take action faster. Learn more
Reply suggester
Freddy AI enables agents to respond to tickets quickly with auto-generated replies sourced from help articles maintained in your knowledge base. Replies are curated based on the reported issue and summarized from relevant articles that match the request. Learn more
Field autofill suggester
Freddy AI helps save time by automatically assigning ticket field values. It uses AI-powered suggestions to categorize tickets with the appropriate parameters. Learn more
Similar incident suggestions
Freddy AI helps identify similar tickets raised for the same issue and enables agents to resolve tickets more effectively by referencing relevant context. Learn more
Resolution note generator
Agents can create resolution notes for each ticket to support quick reference and faster service delivery. Resolution notes are internal records that document the steps to reproduce an issue, the troubleshooting process, and other relevant details. These notes help agents resolve similar issues more efficiently in the future. Learn more
Help article generator
Freddy AI automatically generates solution articles from public sources and existing tickets to help deflect commonly occurring issues. Learn more
Writing assistant
Freddy AI helps improve service desk communication by optimizing the quality, tone, and clarity of written content. Learn more
Translator
Freddy Translate helps translate ticket conversations for globally distributed teams. It allows agents to view incoming tickets in their preferred language, simplifying cross-regional communication, reducing response times, and improving employee satisfaction. Learn more
Post incident report generation
Freddy Copilot helps generate post-incident reports, reducing the time and effort required after incident resolution. When the Freddy Copilot license is enabled, Freddy AI remains engaged throughout the incident lifecycle, from major incident creation to resolution, allowing it to generate accurate and detailed post-incident reports. Learn more
Intelligent related changes
Intelligent Related Changes identifies recent changes that may have contributed to an incident. It also supports accurate root cause analysis (RCA) by linking related changes and incidents.
