Kelu vs Freshdesk Freddy AI
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Freddy AI is Freshworks' built-in AI. The Freddy AI Agent answers customers, Freddy AI Copilot helps your agents, and both are add-ons you buy inside Freshdesk. Kelu is helpdesk-agnostic: Support Ticket AI answers tickets in Freshdesk (and Zendesk, Intercom, Front and Linear) and chats in Freshchat, and the same knowledge base powers a docs widget, Slack and Teams bots, and an MCP server.
Choose Freddy AI if you run Freshdesk or Freshdesk Omni and want the AI agent and Copilot from the same vendor, billed per session and per agent. Choose Kelu if you want one knowledge base that answers Freshdesk tickets and Freshchat chats and also runs your docs widget, Slack and Teams bots and an MCP server, on one flat plan.
Feature comparison
Freddy AI details come from Freshworks' own pricing pages and Freshdesk support articles, listed under the table.
Where Kelu focuses differently
Not locked to Freshdesk
Freddy is bought and run inside Freshworks. Kelu's Support Ticket AI runs inside Freshdesk, Zendesk, Intercom, Front and Linear, so the AI and the knowledge behind it stay if you add or change a helpdesk.
Same knowledge base beyond the helpdesk
Freddy answers inside Freshworks channels. Kelu answers Freshdesk tickets and Freshchat chats too, and the same knowledge base runs your docs widget and Cmd+K search, Slack and Teams bots for your team, and an MCP server for AI coding tools.
Broader source coverage
Freddy learns from solution articles, public URLs, files and Q&As. Kelu indexes 24 source types, including GitHub, Notion, Confluence, Google Drive, OneDrive, Salesforce, Discourse and solved Zendesk tickets. Your public Freshdesk portal can be added as a website source.
Flat pricing with public tiers
Freddy is billed per session for the AI Agent and per agent for Copilot. Kelu has flat monthly plans (Free / $99 Pro / Enterprise) with included question quotas and no overage fees.
Got questions?
Frequently asked questions
Can Kelu replace Freshdesk Freddy?
For answering Freshdesk tickets and Freshchat chats from your knowledge base, yes: Kelu replies or leaves private-note drafts, in the Freshdesk groups you pick. Freddy covers more inside Freshworks itself, such as Copilot features for agents. If you also use Zendesk, Intercom, Front or Linear, Kelu covers those with the same knowledge base.
How does pricing compare?
Freddy AI Agent includes 500 sessions once per account, then costs $49 per 100 sessions; Freddy AI Copilot is $29 per agent/month on Pro and Enterprise. Kelu is flat monthly: Free (100 questions), Pro $99/mo or $79/mo billed yearly (1,000 questions, 5 knowledge bases), Enterprise custom.
Do I need to leave Freshdesk to use Kelu?
No. You add your Freshdesk domain and an API key, and Kelu checks for new tickets every minute. It can index your public Freshdesk portal as a website source. You keep Freshdesk, and the same knowledge base also serves your widget, Slack, Teams and AI coding tools.
How can I compare answer quality?
Run a Kelu simulation on your recent resolved Freshdesk tickets and compare each answer with what your agent sent. Kelu's retrieval combines vector and full-text search, rewrites the query with an LLM and reranks with a cross-encoder, and an abstention gate stops it answering when your sources don't cover the question.
Is my data used to train models?
No. Your connected content and end-user conversations are never used to train models. PII masking covers indexed content and widget, chat API and Ask questions; zero-retention mode is a per-workspace toggle.
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