Freshworks helpdesk with Freddy AI agent and copilot for omnichannel support teams.
$19 per agent/month
Customer serviceFor DTC, Retail
Give your CX team an AI copilot
Draft, summarise and translate replies inside the helpdesk so agents handle more tickets with better quality.
The problem
Not every ticket should be automated. Complaints, complex orders and wholesale queries still need a person, and new or seasonal agents take weeks to write confident, on-brand replies.
How AI helps
AI copilots sit inside the helpdesk: they summarise long threads, suggest a reply grounded in your help centre and past answers, adjust tone, and translate. Agents stay in control but start from a good draft.
How to roll it out
- 1
Pick two or three ticket types where agents spend the most time writing (complaints, damaged goods, B2B orders).
- 2
Load your tone of voice guide and best past replies into the helpdesk knowledge base.
- 3
Turn on suggested replies and summaries for a pilot group and compare handle time and QA scores with a control group.
- 4
Roll out with a short training session: when to trust the draft, when to rewrite, and what never to send.
Rough cost
Entry points among these tools: cheapest flat monthly plan: Gorgias at $40/month; per-seat: Freshdesk (Freddy AI) $19 per agent/month, Zendesk £15 per agent/month, Re:amaze $29 per user/month; usage-based: Intercom (Fin AI Agent) $0.99 per Fin resolution. Quote-only: Kustomer.
| Tool | Lowest published plan | Free plan |
|---|---|---|
 Freshdesk (Freddy AI) | $19 per agent/month | – |
 Zendesk | £15 per agent/month | No |
 Intercom (Fin AI Agent) | $0.99 per Fin resolution | No |
 Kustomer | See pricing | – |
 Re:amaze | $29 per user/month | No |
 Gorgias | $40/month | No |
Only prices published on vendor sites (checked 2026-10-20). Entry plans rarely cover full usage: AI features are often priced per resolution, credit or seat. Prices may display in USD outside the UK.
Brand examples
"It (Freddy AI Copilot) was truly a game-changer for the team." Freshworks lists 30% of queries handled by AI.
"With Freddy AI, they've gained so much confidence." Freshworks lists a 69% reduction in average resolution time.
Examples are quoted from public vendor case studies and testimonials (vendor-reported, checked 2026-10-21).
Tools for this use case
Listed in order of fit. Prices and ratings are sourced on each tool page.
Enterprise-grade customer service suite with AI agents, copilot and omnichannel ticketing.
£15 per agent/month
Customer service platform built around Fin, an AI agent billed per resolved conversation.
$0.99 per Fin resolution
Kustomer
Customer serviceCRM-style customer service platform with AI agents, built around a single customer timeline.
See pricing
Shared inbox, live chat and AI-assisted helpdesk popular with Shopify and BigCommerce stores.
$29 per user/month
Ecommerce helpdesk with an AI Agent that resolves order, returns and product questions inside Shopify-connected tickets.
$40/month
Skills for this use case
Copy-paste prompts to get started today.
Customer serviceChatGPT · Claude · Gemini
Rewrite a tricky reply (or review response)
De-escalate an angry customer or reply to a negative public review in your brand tone.
Copy-paste promptCustomer serviceChatGPT · Claude · Gemini
Customer service macros for the top ticket types
Write a set of on-brand, policy-accurate reply templates for WISMO, returns, damages and more.
Copy-paste promptThe fortnightly brief
Get the brief
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