Kelu vs Freshdesk Freddy AI
Freddy is Freshworks' native AI — great if you're on Freshdesk. Kelu is helpdesk-agnostic: Support Ticket AI runs inside Freshdesk (and every other major helpdesk), and the same knowledge base powers a widget, Slack / Discord / Teams bots, and MCP.
Feature comparison
Information about Freshdesk Freddy AI is drawn from Freshworks' public product and pricing pages.
Where Kelu focuses differently
Not locked to Freshdesk
Freddy is Freshworks-only. If you use another helpdesk, or use several, or ever migrate — Freddy doesn't come with you. Kelu's Support Ticket AI runs inside every major helpdesk, so the AI outlasts the helpdesk decision.
Same knowledge base beyond the helpdesk
Freddy answers inside Freshdesk. Kelu answers on your docs widget, in Slack / Discord / Teams bots, and inside AI IDEs via MCP — all from the same knowledge base.
Broader source coverage
Freddy retrieves from Freshdesk KB articles. Kelu indexes 25 source types including GitHub, Notion, Confluence, Google Drive, OneDrive, Salesforce, and every major helpdesk (including Freshdesk tickets themselves) — internal knowledge as well as customer docs.
Flat pricing with public tiers
Freddy is priced as an add-on to Freshdesk seats plus per-session limits. Kelu has flat monthly pricing (Free / $99 Pro / Enterprise) with clear included quotas — predictable regardless of ticket volume.
Frequently asked questions
Can Kelu replace Freshdesk Freddy?
If you use Freshdesk, yes — Kelu's Support Ticket AI runs inside Freshdesk (as copilot drafts and auto-resolution) with a knowledge base that spans Freshdesk articles, product docs, GitHub, Notion, and more. If you use another helpdesk or several, Kelu covers all of them; Freddy covers only Freshworks.
How does pricing compare?
Freddy is priced as an add-on to Freshdesk suite seats plus per-session limits on Copilot. Kelu is flat monthly: Free (100 questions), Pro $99/mo (1,000 questions, 5 KBs), Enterprise custom.
Do I need to leave Freshdesk to use Kelu?
No. Kelu indexes Freshdesk (KB + tickets) as a source and runs Support Ticket AI inside Freshdesk as copilot / auto-resolution. You keep Freshdesk; you gain a knowledge base that also serves your widget, Slack, Teams, and AI IDEs.
How does answer quality compare?
Kelu layers full-text (BM25) and reciprocal rank fusion on top of vector search, rewrites the query with an LLM before search, and reranks with a cross-encoder. An abstention gate refuses low-confidence questions. LLM-as-judge evals score every answer for groundedness.
Is my data used to train models?
No. Your connected content and end-user conversations are never used to train models. PII masking runs before every LLM call; zero-retention mode is a per-workspace toggle.
See for yourself
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