Freshdesk add-on that deflects email and chat tickets with a no-code AI agent, priced per 72-hour session on top of per-agent seats.
Mid-market support teams already on, or moving to, Freshdesk or Freshdesk Omni that want email ticket deflection with a no-code agent builder and prebuilt workflows for things like order status. The session-based meter suits teams with long multi-email threads, since a 72-hour window of AI replies bills as one session. It is also the strongest option here for compliance-driven buyers: the trust centre lists SOC 1/2/3, ISO 27001:2022, ISO 27701 and TX-RAMP, and you pick a data centre region at sign-up.
Skip it if you want AI on live chat without buying Freshdesk Omni, since standard Freshdesk only gets the Email AI Agent. It is also wrong for very small or spiky-volume teams: there is no free plan, the 14-day trial suspends your account if you do not pay, and after 500 one-time free sessions you buy packs at US$49 per 100 that expire at the end of each payment cycle, so unused AI is forfeited. Add the US$29/agent/month Copilot and separately metered MCP actions and connector tasks and the real per-seat cost sits well above the US$19 headline.
Pros
Cons
Freddy AI Agent is an add-on to a paid Freshdesk seat plan. Every Growth, Pro and Enterprise account gets 500 free sessions once per account, then additional sessions cost US$49 per 100, sold in packs of any size, and packs expire at the end of your payment cycle. Freshdesk seats themselves are US$19, US$55 and US$89 per agent per month billed annually.
Freshworks defines an Email AI Agent session as a 72-hour window starting from the customer's first email, and every AI response inside that window counts as one session regardless of how many emails are exchanged. Chat sessions use a 24-hour window from the start of the conversation. This matters commercially because a long back-and-forth thread is billed as a single session, not many.
No. Freshdesk's pricing page lists only Growth, Pro and Enterprise, starting at US$19 per agent per month billed annually. Signup gives 14 days of instant Enterprise access, after which you must choose a plan and pay by card or the account is suspended. The one genuinely free element is the 500 Freddy AI Agent sessions, granted once per account.
Only on the right edition. Freshworks documentation states the Email AI Agent is available in both Freshdesk and Freshdesk Omni, but the Chat AI Agent is available only in Freshdesk Omni. Omni's channel list covers email, web chat, WhatsApp, Facebook and Instagram in one unified inbox, while standard Freshdesk covers email, Facebook and a basic web chat channel.
Facts sourced from the vendor’s own site, last verified 2026-10-27.
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