Freddy AI Copilot - Freshdesk

Supercharge your Freshdesk workflows with Freddy AI Copilot. This hands-on course walks you through activation and license mapping, then moves feature-by-feature with live, ticket-level examples. You’ll see how Sentiment Analysis helps you prioritise with empathy, Auto Triage accelerates accurate classification and routing, Summary Generator condenses long threads for quick handovers, and the Writing Assistant turns rough drafts into clear, on-brand replies. You’ll also learn to surface the right knowledge with Solution Article Suggester, generate new help content in minutes with Solution Article Generator, and prevent false reopenings using Thank You Detector.

By the end, you’ll know how to configure each capability, when to use it in real conversations, and the best practices that cut handling time while improving customer experience.

You’ll learn to:

• Enable Freddy AI in Freshdesk and map Copilot licenses to agents

• Prioritise work using Sentiment Analysis and filter queues by tone

• Classify and route tickets faster with Auto Triage (with admin controls)

• Summarise conversations for swift context switch and team handovers

• Write clearer, on-brand replies with Expand as Email, Tone Enhancer, Rephrase, and Expand

• Suggest and generate high-quality knowledge base content directly from tickets

• Prevent “thank you” messages from reopening resolved cases

Ideal for Freshdesk admins, team leads, and support agents who want to scale consistency, speed, and empathy across every customer interaction.