AI & Bots

I want to use Freddy AI, but i don’t know if he provides responses to WhatsApp conversations.

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👋 Hello folks! Just a quick update: following the beta, Freddy AI Agent has now rolled out to all our EX customers. Over 1,000 businesses have already started using it, and many of the GA updates are based directly on feedback from this Community—so thank you! 🔍 What’s New in GA? Here are a few improvements we've made to help deliver a smoother, more effective experience: 📊 ROI & Usage Tracking – Get visibility into how Freddy AI Agent is being used and the impact it’s making. 🚀 Controlled Rollouts – Start with a smaller group before scaling up across your team. ⚡ Improved Performance – Now powered by GPT-4o mini and 4o upgrades for faster, more accurate responses. ✅ Cleaner Experience – Includes pre-filled forms and simplified ticket views for quicker resolution. 💬 Curious what your peers are saying? “Freddy AI cut our response times by 80–90%—from hours to just 30 seconds. Ticket resolution is faster, and our agents’ workload has significantly decreased.” — Leading Fintech org A

Greetings programs, My team and I have not been taking full advantage of the AI capabilities of Freshservice, and we are jumping in with both feet. We are testing the Enterprise plan to link the ServiceBot / Virtual Agent with our knowledge base. During our search for information, we came acrosss Workativ Assistant for Fresservice. https://workativ.com/conversational-ai-platform. Does anyone have experience with this? Would like to know if this is worth investigating to help our Freshservice+Teams approach.

BUG REPORT - searched but haven’t seen this one mentioned. Having Freddy as an ‘intelligent suggestion’ bot is great in theory, but we’re seeing where it’s suggesting Categories/Sub-Categories that don’t even exist, and it’s locking them in, which is creating confusion and errors. One such report I’ve received is below. In this case, Freddy is pulling in a Sub-Category from a DIFFERENT Category hierarchy and an Item from yet another Category hierarchy. If there’s no Sub-Category and Freddy suggests one, there’s a roundabout way to actually get Freddy to allow us to update/save the ticket with the correct information. This likely will result in my having to shut off the ‘Intelligent Suggestions’ feature altogether.

Hi everyone, I am wondering what are the possibilities on customizing the ServiceBot in Microsoft Teams? It’s not so much customizing and more like removing the variable names from the received messages, especially when we have requests approved or rejected. As you can see below, the variable names Approver, Approval status and remark is shown before the actual comment, making it hard to read. It looks like the ServiceBot notification is trying to show the same message as in the approval email, but the lines of the table are missing, so it makes the text very hard to read. This is how it looks like in the email notification: The above notification is created based on an automation and the whole table is added from the {{approval.comments}} placeholder, as shown below: I don’t have a different placeholder available in the automation for including the approver’s comments, and this is taking it as a table by default. The ServiceBot cannot read this information properly because it is a tab

Hi Everyone, As we have been adding URLs to our AI Agent’s knowledge sources, I’ve noticed a few challenges during the crawling process: Unnecessary Pages Being Crawled – Some sites generate unwanted pages, which I have to manually remove. It would be more efficient if there were a way to refine or control which pages are included during the crawl. Handling Redirects – Some pages are redirecting, causing the bot to fail in reading the content. Is there a way to improve how redirects are managed to ensure successful crawling? Unclear Error Messages – Certain pages fail to load, but the error messages provided are not detailed enough to diagnose the issue. More descriptive error reporting would help in troubleshooting. ex. “count not process URL” I believe these challenges could be addressed by allowing users to upload a sitemap, enabling the bot to crawl only the specified pages. Has anyone else encountered similar issues? Would a sitemap upload feature be feasible for future developmen

Hello everyone, As more and more people start using Freddy AI, have you considered optimizing your solution articles? I found this Best practices to create solution articles : Freshservice, good start but I think we need more. Does anyone have similar articles for different departments within the company? For example, if you’re in a corporate group with multiple HR or Finance teams, all using the same Freshservice instance. How can we manage that the requesters for company X get solutions for company X and not Y and Z? ​@Kamakshi V do we have anyone from the Freddy Team that can help out here ?

Good afternoon,In our freshdesk environment, where we already use Freddy to adjust the tone of emails, I do not have an option to activate Live Translate by Freddy. The slider described in the link below is missing. We do have pro, so that cannot be the problem. Is this possibly housed elsewhere, or has the function clearly been temporarily taken out of BETA? https://crmsupport.freshworks.com/support/solutions/articles/50000009800-live-translate-by-freddy Thanks in advance

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I want to create a Service Request for a Document Template and already prefill all the neccessary fields for the document. I was able to create the webhook to create the Service Request, but I’m unable to fill the custom fields in the document. I tried “custom_fields” but only get a invalid_field response. Any Idea how to acomplish this? The v2 API documentation was not very helpful.

Hello Community!! Thanks to your enthusiasm and excitement, Freddy Fridays became a hub of engagement and innovation. We're thrilled to return and continue this journey with you. 🔍 Why Tune In? In today's rapidly evolving IT landscape, it's crucial for you to elevate your AI game. 📊 Here’s what the AI landscape looks like today: 92% of CIOs believe AI will be implemented by their organizations by 2025, more than any other technology. ( The CIO Report, Gartner ) By 2025, GenAI will be a workforce partner for 90% of companies worldwide. ( Gartner ) 🔗 Conventional IT service management practices are becoming less relevant in modern environments driven by agile practices, automation, and AI. The "AI Hype Cycle for ITSM, 2024" highlights the need to understand these trends to shape your ITSM strategy. So get ahead of the AI game now!🚀 Here's what's in store for you 🌐 Industry Insights: Stay updated with the latest trends shaping the AI landscape.🛠 Tips & Tricks: Discover practical str

Hi, is anyone using the latest version of the Teams Bot? I looked at the list of permissions is asking me to authorize it and found it to be overreaching… I get permissions for signed in users, but to read all groups, teams and channels in my tenant and their members sounds like too much! Any thoughts?

Has anyone faced technical challenges while integrating chatbots with cloud storage for data management? Specifically, I’m running into issues with API limitations, real-time data syncing, security during data transfers, scalability as data grows, and managing increasing storage costs. Any insights on how to overcome these hurdles would be appreciated!

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