# Freshworks Freddy AI Agent review

> What Freshworks Freddy AI Agent costs, what its resolution-rate claims rest on, where it fits and where it does not. Scored on a published rubric, with every figure sourced.

Published: 18 September 2026 · Updated: 18 September 2026 · Prices and figures verified: 18 September 2026 · By the ai-agents.reviews team

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: [How we review](https://ai-agents.reviews/en-gb/how-we-review)

Freddy AI Agent is the no-code agent inside Freshdesk and Freshdesk Omni. Prices are public and setup is self-serve, but the billing unit is a session, not a resolution, and the session price rose about fivefold in November 2025.

**Bottom line**

- **Best for:** Small and mid-sized teams already on Freshdesk
- **Not for:** Teams that want to pay only when the AI succeeds
- **Price from:** US$0.49 per session
- **The catch:** A session is consumed whether or not the customer's problem is solved, and the 500 free sessions are a one-time allotment, not monthly.

## Score breakdown

**Score: 7.7/10**

| Criterion | Weight | Level | What it means |
| --- | --- | --- | --- |
| Pricing transparency | 25% | 4/5 | Unit prices are public and the billable unit is defined, but the total depends on seats or another product you must also buy. |
| Performance evidence | 25% | 4/5 | Figures from named customers in published case studies. |
| Access and time to pilot | 20% | 4/5 | Self-serve sign-up or trial, but only on the vendor's own helpdesk or platform. |
| Channel and language coverage | 15% | 4/5 | Chat, email, and voice or messaging channels, with 30 or more languages. |
| Control and compliance | 15% | 3/5 | Handoff and content controls are documented, with SOC 2 or ISO 27001. |

> **Scored on a public rubric, from sources you can open.** Every score on this site comes from five published criteria: pricing transparency, performance evidence, access, coverage, and control. Each price and percentage comes from one product database and links to its source, so every page agrees with every other page. Rubric v1.0 · We have not run hands-on tests yet, and no page here claims we did. [Read the full method](https://ai-agents.reviews/en-gb/how-we-review)

## Key facts

- **Vendor:** [Freshworks](https://www.freshworks.com/freshdesk/omni/freddy-ai-agent/)
- **Pricing model:** Seats plus usage
- **Price from:** US$0.49 per session
- **Works on your existing helpdesk:** No — Requires Freshdesk
- **Self-serve sign-up:** Yes
- **Free trial:** Yes
- **Channels:** Chat, Email, WhatsApp, Social messaging
- **Languages:** 60+ languages · German: Yes · Spanish: Yes
- **EU data residency:** Yes
- **Compliance:** SOC 2 Type II, ISO 27001, ISO 27701, CSA STAR Level 1, Cyber Essentials Plus, TX-RAMP, GDPR DPA
- **Integrations:** Freshdesk, Freshdesk Omni, Freshchat, Shopify, Stripe, PayPal, FedEx, Wix
- **Named customers:** Hobbycraft, PhonePe, iPostal1, Upayments, Bridgestone, New Balance, S&P Global, Sony Music

**Strengths**

- Public prices and a 14-day self-serve trial.
- Chat, email, WhatsApp and social channels in 60 languages, with an EU data centre.
- Low seat prices, from US$19 per agent per month.

**Weaknesses**

- Sessions are billed for failures as well as successes, and unused sessions expire each billing cycle.
- The session price rose from US$0.10 to about US$0.49.
- Voice works only through third-party vendors that bill separately.

## Pricing

Sessions are sold in packs: US$49 for 100 sessions, or US$0.49 each, on top of Freshdesk seats at US$19, US$55 or US$89 per agent per month on annual billing. By default a new pack is bought automatically when 50 sessions remain. If sessions run out, self-service widgets stop working.

[Freshworks Freddy AI Agent pricing explained](https://ai-agents.reviews/en-gb/pricing/freshworks-freddy) · [AI agent cost calculator](https://ai-agents.reviews/en-gb/tools/cost-calculator)

## Claimed vs reported performance

| Reported figure | Source | Who says so |
| --- | --- | --- |
| 65% (deflection, not resolution) | Freshworks | Vendor claim |
| 30% | Hobbycraft | Named customer |

Freshworks says early-access customers averaged 65% deflection, which is not the same as verified resolution. Its named customer Hobbycraft reports that AI handles 30% of queries. On its earnings call the company cited more than 50% of tickets deflected.

> **For buyers in the United Kingdom** The UK has no AI Act. An AI support agent is governed by the law you already know: UK GDPR and the Data Protection Act 2018, PECR for anything a chat widget stores on a device, and, for regulated financial firms, the FCA's Consumer Duty. Rules on automated decisions changed on 5 February 2026. [AI customer service agents and the law in the United Kingdom](https://ai-agents.reviews/en-gb/guides/ai-customer-service-agents-and-the-law)

## Verdict

For a Freshdesk team, Freddy is the quickest way to try an AI agent, and the public price list is a real advantage. Because you pay per session, a poorly tuned agent costs the same as a good one, so watch your resolution rate closely in the first weeks.

## Related pages

- [Freshworks Freddy AI Agent pricing explained](https://ai-agents.reviews/en-gb/pricing/freshworks-freddy)
- [Tidio Lyro vs Freshworks Freddy AI Agent](https://ai-agents.reviews/en-gb/compare/tidio-lyro-vs-freshworks-freddy)

## Frequently asked questions

### Are Freddy's 500 free sessions monthly?

No. The 500 sessions are granted once per account. After that you buy packs.

### Does Freddy charge for conversations it cannot resolve?

Yes. A session is consumed whenever the AI agent engages, whether or not the customer's issue is resolved or handed to a person.

## Sources

- [Freddy AI Agent](https://www.freshworks.com/freshdesk/omni/freddy-ai-agent/) — Freshworks · 18 September 2026
- [Freshdesk pricing](https://www.freshworks.com/freshdesk/pricing/) — Freshworks · 18 September 2026
- [Freddy AI Agent sessions FAQs](https://crmsupport.freshworks.com/support/solutions/articles/50000004664-freddy-ai-agent-sessions-faqs) — Freshworks Support · 18 September 2026
- [Manage Freddy AI add-ons](https://support.freshdesk.com/support/solutions/articles/50000011515-manage-freddy-ai-add-ons) — Freshdesk Support · 18 September 2026
- [Overview of Freddy AI for ticketing](https://support.freshdesk.com/support/solutions/articles/50000010359-overview-of-freddy-ai-for-ticketing) — Freshdesk Support · 18 September 2026
- [Voice AI Agent integration in Freshcaller](https://crmsupport.freshworks.com/support/solutions/articles/50000011867-voice-ai-agent-integration-in-freshcaller) — Freshworks Support · 18 September 2026
- [Configure AI Agent responses](https://crmsupport.freshworks.com/support/solutions/articles/50000010091-configure-ai-agent-responses) — Freshworks Support · 18 September 2026
- [Freshworks launches new AI capabilities (13 November 2025)](https://www.freshworks.com/pressrelease/freshworks-launches-new-ai-capabilities-to-minimize-customer-service-fragmentation-and-deliver-faster-more-personal-support/) — Freshworks · 18 September 2026
- [Hobbycraft customer story](https://www.freshworks.com/customers/stories/hobbycraft/) — Freshworks · 18 September 2026
- [Freshworks Q4 2025 earnings call transcript](https://www.fool.com/earnings/call-transcripts/2026/02/11/freshworks-frsh-q4-2025-earnings-call-transcript/) — The Motley Fool · 18 September 2026
- [Where are your data servers located?](https://support.freshdesk.com/support/solutions/articles/235810-where-is-your-data-servers-located-) — Freshdesk Support · 18 September 2026
- [Freshworks Trust Center](https://trust.freshworks.com/) — Freshworks · 18 September 2026
- [Freshworks](https://en.wikipedia.org/wiki/Freshworks) — Wikipedia · 18 September 2026

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Canonical: https://ai-agents.reviews/en-gb/reviews/freshworks-freddy