Hiver AI vs Freshdesk Freddy AI
A detailed comparison to help you choose between Hiver AI and Freshdesk Freddy AI.
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Verdict: Freshdesk Freddy AI wins
Freshdesk Freddy AI scores 3.9/5, edging out Hiver AI at 3.8/5. Small and midsize support teams already on or considering Freshdesk that want an autonomous AI agent plus agent assist at a low entry cost.
Hiver AI AI customer service inside Gmail | Freshdesk Freddy AI AI for smarter customer support | |
|---|---|---|
| Rating | 3.8 (1 review) | 3.9 (1 review) |
| Pricing Model | freemium | freemium |
| Starting Price | Free tier available | Free tier available |
| Best For | Small teams that run support out of Gmail and want shared inboxes, ticketing and unmetered AI assistance without migrating to a separate helpdesk platform. | Small and midsize support teams already on or considering Freshdesk that want an autonomous AI agent plus agent assist at a low entry cost. |
| Free Tier | ||
| API Access | ||
| Team Features | ||
| Open Source | ||
| Tags | free tierteam featuresbrowser extension | free tierteam features |
| Visit Hiver AI → | Visit Freshdesk Freddy AI → |
Hiver AI
Pros
- + Zero-migration adoption: in my testing agents worked entirely inside Gmail with assignment and collision detection in the sidebar
- + AI is included in the seat price with no per-resolution or per-conversation metering — a real cost advantage over metered rivals
- + Individual-to-Shared automation moves known customers' emails from personal inboxes into shared queues automatically
- + Clear tiering at $25/$55/$85 annual with a 7-day Elite trial and no credit card
- + AI QA on Elite scores team responses and surfaces coaching gaps, which few tools at this price include at all
Cons
- - Hiver in Gmail is Google-only — no Microsoft support, and non-email channels push you to Omni or integrations
- - Growth caps at 10 users and 2 shared inboxes; SLAs and CSAT need Pro; skill-based routing and SSO sit on Elite
- - Headline AI features — customer intelligence, AI Help Center Builder, Knowledge Gaps — are marked coming soon and not yet purchasable
- - Two different products (Hiver in Gmail and Hiver Omni) share one price ladder, which makes the buying decision easy to get wrong
- - Smaller integration and consultant ecosystem than the Zendesk or Intercom universe
Freshdesk Freddy AI
Pros
- + Free plan for up to two agents includes ticketing, knowledge base and Freddy AI Agent sessions
- + AI sessions cost $100 per 1,000 after the first 500 included, about $0.10 a session at time of writing
- + Copilot summaries of long threads were accurate in nearly every test I ran
- + Sentiment-based prioritisation sensibly reordered my test queue
- + One product covers customer-facing bot, agent assist and leader analytics, from a public company founded in 2010
Cons
- - Requires Freshdesk; no cross-platform deployment
- - Freddy AI Copilot costs $29/agent/month on top of seats unless you buy the $78 Pro bundle
- - The 500 included AI sessions are a one-time allowance, not monthly
- - Vendor automation claims of 84-86% of queries are marketing figures I could not reproduce
- - Freshdesk prices moved during 2026 ($15/$49/$79 now vs $19/$55/$89 in older guides), so quotes disagree
Frequently Asked Questions
Which is better, Hiver AI or Freshdesk Freddy AI?▼
Freshdesk Freddy AI scores higher at 3.9/5 vs 3.8/5 for Hiver AI, making it the better-rated option in our comparison.
What is the difference between Hiver AI and Freshdesk Freddy AI?▼
Hiver AI: Customer service tool that runs entirely within Gmail, adding shared inboxes, AI summaries, and automation without a new platform. Freshdesk Freddy AI: Freddy AI is the assistant in Freshworks' Freshdesk, answering customer queries autonomously and helping agents draft replies.
Is Hiver AI or Freshdesk Freddy AI more affordable?▼
Hiver AI starts at €0/mo, Freshdesk Freddy AI starts at €0/mo. Check the comparison table above for current pricing.
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