---
title: "Freshservice AI Agent (Freddy) in 2026: what it does, pricing and limits"
canonical: https://harmony.io/insights/freshservice-ai-agent
---

# Freshservice AI Agent (Freddy) in 2026: what it does, pricing and limits

_Ran Ribenzaft · 2026-10-21_

_Data verified October 2026 · Reviewed by Ran Ribenzaft, Co-Founder & CTO._

**Categories:** AI, ITSM

Freshservice Freddy AI Agent in 2026: what it resolves in Slack, Teams and the portal, how sessions and the $29 Copilot add-on are priced, and limits to check.

Freshservice's AI has three parts. **Freddy AI Agent** answers employees in Slack, Microsoft Teams, the portal and email. **Freddy AI Copilot** helps IT agents with summaries and reply drafts. **Freddy AI Agent Studio** (May 2026) builds agents that run workflows such as password resets and PTO updates. Plans cost $19 to $99 per agent per month, billed annually, and Copilot adds $29 per agent per month. The original agent, now AI Agent (Classic), is Enterprise only with 1,200 sessions a year. AI Agent Studio is free on Growth, Pro and Enterprise until December 31, 2026; later pricing is not published.

## At a glance

| Item | What it is | Who uses it | Plans | Price (as published) |
| --- | --- | --- | --- | --- |
| Freddy AI Agent (Classic) | Conversational agent that answers from knowledge and handles service requests | Employees (requesters) | Enterprise only | Included, 1,200 sessions per Enterprise license per year; overage via account manager |
| Freddy AI Agent Studio | No-code builder for agents that trigger workflows and take action | Admins build, employees use | Growth, Pro, Enterprise | Free promotion until December 31, 2026; later pricing not published |
| Freddy AI Copilot | Assistants for summaries, replies, similar tickets, field autofill, KB drafts | IT agents (fulfillers) | Pro and Enterprise | $29 per agent per month, billed annually |
| Freddy AI Insights | Proactive insights, root cause analysis, executive overview | IT leaders | Enterprise | Included in Enterprise |
| Freshservice plans | Starter, Growth, Pro, Enterprise | IT agents | n/a | $19, $49, $99 per agent per month billed annually; Enterprise custom |

## What is Freddy AI Agent?

Freddy AI Agent is the part employees talk to. Freshservice's support documentation describes it as conversational help that uses your existing knowledge sources to answer common questions and handle service requests, for IT and non-IT topics. Listed capabilities include multilingual, multi-turn conversations, "formless" intent capture (the employee describes the need rather than filling a form), cited answers, enterprise search across the knowledge base, SharePoint, Google Drive and Confluence, image support, and a Microsoft 365 Copilot connection.

Since May 2026 there are two generations. The original is now labeled **AI Agent (Classic)**. The new one is built in **AI Agent Studio**. Both can run in the same account, but each channel (one Slack workspace, Teams, or the support portal) can host only one agent at a time. So you might run a Studio agent in Slack while Classic stays on Teams.

## What can it resolve and act on?

The difference between the two generations is mostly about action.

- **Classic** is strongest at answering: knowledge answers, enterprise search, and capturing a request so it lands as a ticket or service request.
- **AI Agent Studio** agents trigger workflows. Freshworks ships two prebuilt agents at launch (an IT Agent and an HR Agent) and 20 prebuilt agentic workflows. The IT Agent targets password resets and software access approvals. The HR Agent handles PTO updates, onboarding workflows and policy questions from approved content. Agents can also create incidents.
- **Integrations for actions** run through Freshservice workflows. Freshworks cites 30 out-of-the-box integrations at launch, with more planned. The May 2026 press release names Workday and Rippling for HR workflows and an MCP Gateway that pulls context from tools such as Notion, ClickUp and Linear.

Freshworks' own marketing claims the agent can resolve up to 80% of common queries without agent involvement and cites 66% ticket deflection. These are vendor figures, not independent measurements, and your result will depend on how many workflows and integrations you actually build.

Published usage limits for AI Agent Studio are generous for a mid-market team: up to 50 AI agents (chat and email), 150 workflows per account, 20 per agent and 100 nodes per workflow.

## Which channels does it work in?

| Channel | Classic | AI Agent Studio | Notes |
| --- | --- | --- | --- |
| Slack | Yes | Yes | Needs the Freshservice ServiceBot app. In channels the agent answers only when added and mentioned; in DMs it answers every message |
| Microsoft Teams | Yes | Yes | ServiceBot for Teams required for Classic |
| Support portal | Yes | Yes (web widget) | One agent per channel |
| Email | Email Bot | Email AI agent | Answers simple email queries |
| MCP clients | n/a | n/a | Requesters can connect tools such as Claude, ChatGPT or Copilot Studio to the Freshworks MCP server to manage their own tickets |

The Slack deployment guide supports a staged rollout: first a test group (selected users in DMs and an optional private channel), then the whole workspace. Each connected Slack workspace can have its own rollout.

## What does Freddy AI Copilot do?

Copilot is for the IT team, not employees. The support article groups it into assistants:

- **Summarization:** ticket summaries, resolution notes, post-incident reports, test cases.
- **Response:** reply suggestions drawn from KB articles, multilingual replies, a writing assistant.
- **Resolution:** similar tickets, Resolution Insights (likely root cause and steps others used), related changes.
- **Ticket and knowledge:** field autofill, translation, help article drafts from tickets.

Copilot supports English, German, French, Spanish, Portuguese (Brazil), Dutch, Swedish and Spanish (LATAM). The similar-incident feature is English only.

## How is Freshservice AI priced and licensed?

As published on the Freshservice pricing page in October 2026:

- **Plans:** Starter $19, Growth $49, Pro $99 per agent per month, billed annually. Enterprise is a custom quote. A business-team agent license for non-IT teams is $49 per agent per month.
- **Copilot:** $29 per agent per month, billed annually, shown as an add-on for Pro and Enterprise. The Enterprise card says "Freddy AI included" but still lists Copilot under AI add-ons, so confirm in your quote whether Copilot is part of your Enterprise deal.
- **AI Agent (Classic):** included with Enterprise. "Each Freshservice Enterprise license includes 1,200 sessions" a year, prorated to your billing cycle and available upfront. A session is one unique user interacting with the agent in a 24-hour window. Overage charges apply above the entitlement; the agent keeps working, and the price is set through your account manager (not published).
- **AI Agent Studio:** a promotional free service for Growth, Pro and Enterprise until December 31, 2026. Freshworks says pricing and packaging will be shared near the end of the promotion.

**A worked example (illustration, list prices):** a 10-agent IT team on Pro pays $11,880 a year for licenses. Adding Copilot for all 10 adds $3,480, for $15,360 a year. That team cannot use AI Agent (Classic), because it is Enterprise only, but it can use AI Agent Studio for free through 2026.

**Session math:** in a 500-person company where 40% of employees talk to the agent on two separate days a month, that is 4,800 sessions a year. Whether that fits depends on how the 1,200 sessions per "Enterprise license" are counted in your contract, so ask for it in writing.

## Limitations and where buyers should look closely

1. **2027 cost of AI Agent Studio.** It is free now and unpriced later. If your business case relies on Studio agents, get a price commitment or a cap before renewal.
2. **Sessions are a usage meter.** A conversation that spans more than 24 hours counts as more than one session, and overage rates are not published.
3. **Action depth depends on your workflows.** "Resolves password resets" means you configure the workflow and the integration behind it. Check which of the 30 launch integrations cover your identity provider, MDM and HRIS.
4. **One agent per channel.** You cannot run a Classic agent and a Studio agent side by side in the same Slack workspace.
5. **Handoff to humans.** The deployment articles we reviewed do not describe the human handoff in detail. Test what context reaches the technician and whether the employee stays in the same Slack or Teams thread.
6. **Plan gating.** Classic and Insights are Enterprise only; Copilot needs Pro or Enterprise; AI Agent Studio is not available in MSP mode.
7. **Two generations.** Freshworks already deprecated the legacy version of the agent (enabled before October 18, 2024) on May 21, 2025. Expect similar migration work if Classic is retired.

Freshservice itself is well reviewed: 4.6 stars from 1,363 reviews on G2 when we checked.

## Using Harmony alongside Freshservice

Some Freshservice customers want the agent layer to do more across identity, HR and device systems without moving their ticketing. Harmony [integrates with Freshservice tickets](https://harmony.io/integrations/freshservice) and can run alongside it.

In that setup, employees ask the [Harmony agent](https://harmony.io/platform/ai-service-desk-agent) in Slack or Microsoft Teams. The agent verifies who they are and acts through integrations: [MFA and password resets](https://harmony.io/agents/idp-mfa-reset), [application access with approval routing](https://harmony.io/agents/application-access-request), group membership, onboarding and offboarding tasks triggered by HRIS events, and device recovery through MDM. When a human is needed, it escalates into Freshservice with full context. Your IT team keeps working the Freshservice queue.

The other path is replacing Freshservice, with Harmony as the system of record for tickets, [assets](https://harmony.io/platform/asset-management) and applications. Our [Freshservice alternatives](https://harmony.io/insights/freshservice-alternatives) guide compares options, and the [ITSM migration guide](https://harmony.io/insights/itsm-migration-guide) covers running both during a cutover.

Harmony says its agent can resolve up to 90% of routine requests. Customer results published by Harmony include [Cyera](https://harmony.io/customers/cyera) (roughly 85 to 89% of employee requests resolved automatically) and [Kith](https://harmony.io/customers/kith) (57% of questions resolved with no ticket); these are customer-reported figures. Harmony is rated 4.8 on G2 (80 reviews). It is priced by [custom quote](https://harmony.io/pricing) rather than a published price list, G2 reviewers ask for more flexible reporting and dashboard widgets, some integrations needed extra setup steps, and it is a younger company (founded 2025) than Freshworks.

For more context on the agent-versus-copilot question, see [AI-native vs bolted-on ITSM](https://harmony.io/insights/ai-native-vs-bolted-on-itsm) and [best IT help desk tools for Slack](https://harmony.io/insights/best-it-helpdesk-for-slack).

This guide is written and maintained by Harmony. Details about other products come from their public pages, listed under Sources, and were last checked in October 2026. If something is out of date, [email us](mailto:info@harmony.io) and we will fix it.

## Frequently asked questions

### Is Freddy AI Agent included in Freshservice?

AI Agent (Classic) is included only in the Enterprise plan, with 1,200 sessions per Enterprise license per year. AI Agent Studio agents are free on Growth, Pro and Enterprise until December 31, 2026.

### How much does Freddy AI Copilot cost?

$29 per agent per month, billed annually, as an add-on for Pro and Enterprise according to the Freshservice pricing page.

### What is a Freddy AI Agent session?

One unique user interacting with an AI agent within a 24-hour window. Longer conversations count as multiple sessions, and overage pricing is set through your account manager.

### Does Freddy AI Agent work in Slack and Microsoft Teams?

Yes. Both Classic and AI Agent Studio agents deploy to Slack, Microsoft Teams and the support portal, but each channel can host only one agent at a time.

### What is Freshservice AI Agent Studio?

A no-code builder, launched May 14, 2026, for agents that answer questions, create incidents and trigger workflows. It ships with an IT Agent, an HR Agent, 20 prebuilt workflows and 30 integrations.

### What will AI Agent Studio cost after 2026?

Freshworks has not published it. Its FAQ says pricing and packaging will be shared near the end of the promotion, so ask your account manager before you depend on it.

### Can I keep Freshservice and add a different AI agent?

Yes. Tools such as Harmony integrate with Freshservice tickets, resolve requests in Slack or Teams and escalate into Freshservice when a human is needed.

## Sources

1. [Freshservice pricing (Freshworks), accessed October 21, 2026](https://www.freshworks.com/freshservice/pricing/)
2. [Freshworks unveils AI Agent Studio in Freshservice (Freshworks), accessed October 21, 2026](https://www.freshworks.com/pressrelease/freshworks-unveils-ai-agent-studio-in-freshservice-to-unlock-service-transformation-that-drives-compounding-business-growth/)
3. [Freddy AI for ITSM (Freshworks), accessed October 21, 2026](https://www.freshworks.com/freshservice/freddy-ai-for-itsm/)
4. [Introduction to Freddy AI Agent (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/en/support/solutions/articles/50000010306-freddy-ai-agent-overview)
5. [Freddy AI Agent (Classic) pricing FAQs (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/support/solutions/articles/50000010651-freddy-ai-agent-classic-pricing-faqs)
6. [AI Agent Studio FAQs (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/support/solutions/articles/50000013885-ai-agent-studio-faqs)
7. [Introduction to AI Agent Studio in Freshservice (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/en/support/solutions/articles/50000012643-introduction-to-ai-agent-studio-in-freshservice)
8. [Deploy AI Agent Studio and AI Agent (Classic) in the same account (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/support/solutions/articles/50000014307-deploy-ai-agent-studio-and-ai-agent-classic-in-the-same-account)
9. [Deploy AI Agent on Slack (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/support/solutions/articles/50000012659-deploy-ai-agent-on-slack)
10. [Freddy AI Copilot overview (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/en/support/solutions/articles/50000009429-freddy-ai-copilot-overview)
11. [MCP integration in Freshservice for requesters (Freshservice Support), accessed October 21, 2026](https://support.freshservice.com/support/solutions/articles/50000014484-model-context-protocol-mcp-integration-in-freshservice-for-requesters)
12. [Freshservice reviews (G2), accessed October 21, 2026](https://www.g2.com/products/freshservice/reviews)

_Freshservice, Freshworks and Freddy are trademarks of Freshworks Inc. Slack is a trademark of Salesforce, Inc. Microsoft Teams is a trademark of Microsoft Corporation. Harmony is not affiliated with these companies._