Freshdesk AI (Freddy)

AI-powered customer support that delights customers and empowers agents

by Freshworks

United States🌐US, EU, India, Australia

TrustKit ScoreRated across 5 compliance dimensions: data residency, legal jurisdiction, data retention, certifications, and regulatory fit.Strong

About Freshdesk AI (Freddy)

Freshdesk, part of the Freshworks suite, integrates Freddy AI throughout its customer support platform to automate resolutions, assist agents, and provide actionable analytics. Freddy AI operates across three pillars: AI Agent for customer-facing automation, AI Copilot for agent assistance, and AI Insights for intelligence and reporting. The Freddy AI Agent answers common questions using your knowledge base, handles multi-step tasks like checking order statuses or processing refunds, and provides 24/7 support across chat, email, and other channels. After 500 free sessions, organizations can purchase additional session bundles at $100 per 1,000 sessions. Freddy AI Copilot gives support agents real-time sentiment analysis, context from similar tickets, live translations, and suggested responses. Available as a $29/agent/month add-on (annually) on Pro and Enterprise plans, the Copilot helps agents resolve tickets faster and with greater accuracy. Founded in 2010 as Freshdesk before rebranding to Freshworks, the company is headquartered in San Mateo, California with significant engineering operations in Chennai, India. Freshworks went public on NASDAQ in 2021 and serves over 67,000 customers worldwide including Bridgestone, Hamleys, and PhonePe. Freshworks maintains SOC 2 Type II, ISO 27001, and ISO 27017 certifications with GDPR and HIPAA compliance capabilities. The platform offers competitive pricing compared to Zendesk, making enterprise-grade AI customer support accessible to mid-market organizations.

Sentiment Score?

★ 4.4/ 5

G24.4/5(3,500)Capterra4.5/5(3,400)

TrustKit Score Breakdown

?68% Strong

Data Residency

Where is your data stored and processed?

Offers data hosting in US, EU, India, and Australia. Good regional data residency options for global organizations.

4/5

Legal Jurisdiction

Which laws govern the company and your data?

Incorporated in Delaware, US. Subject to US legal frameworks. Engineering operations in India may raise data processing questions for some regulators.

3/5

Data Retention & Training

Is your data used for model training?

Standard data retention and deletion policies. Provides GDPR-compliant data processing agreements and supports right-to-erasure requests.

3/5

Certifications

ISO 27001, SOC 2, Cyber Essentials, etc.

Holds SOC 2 Type II, ISO 27001, and ISO 27017 certifications. Solid security certification portfolio for a customer support platform.

4/5

Regulatory Fit

Suitability for regulated industries and professional services

Good regulatory fit for most industries. HIPAA compliance available for healthcare. Multi-region hosting supports various data residency requirements.

3/5

Pricing

Per UserFree tierFree trial

FreeFreeUp to 2 agents · Email ticketing · Knowledge base · …

Growth$18/user/mo($15/user/mo annual)Automation · SLA management · Marketplace apps · …

Pro$59/user/mo($49/user/mo annual)All Growth features · Freddy AI Copilot (add-on) · Round-robin routing · …

Enterprise$95/user/mo($79/user/mo annual)All Pro features · Sandbox environment · Audit log · …

Full pricing details →

Quick Facts

Starting Price$15/agent/moData HostingUS, EU, India, AustraliaTrains on Your DataNever trains on customer dataFounded2010Employees1000+

Visit Freshdesk AI (Freddy)

Frequently Asked Questions

Is Freshdesk AI (Freddy) GDPR compliant?

Freshdesk AI (Freddy) has a TrustKit compliance score of 68% (Strong). Data Residency: Offers data hosting in US, EU, India, and Australia. Good regional data residency options for global organizations.. Legal Jurisdiction: Incorporated in Delaware, US. Subject to US legal frameworks. Engineering operations in India may raise data processing questions for some regulators..

Where does Freshdesk AI (Freddy) store data?

Freshdesk AI (Freddy) hosts data in: US, EU, India, Australia. Offers data hosting in US, EU, India, and Australia. Good regional data residency options for global organizations.

Does Freshdesk AI (Freddy) train on user data?

Freshdesk AI (Freddy): Never trains on customer data. Standard data retention and deletion policies. Provides GDPR-compliant data processing agreements and supports right-to-erasure requests.

What certifications does Freshdesk AI (Freddy) hold?

Freshdesk AI (Freddy) holds: SOC 2 Type II, ISO 27001, ISO 27017. Holds SOC 2 Type II, ISO 27001, and ISO 27017 certifications. Solid security certification portfolio for a customer support platform.