Threada vs. Freshdesk Freddy AI
Freshdesk Freddy AI is built around ticketing and support workflows inside Freshdesk. Threada focuses on grounded answers on your website with citations and per-embed metrics. Here is how they compare and when to use each.
Snapshot
| Dimension | Threada | Freshdesk Freddy AI |
|---|---|---|
| Grounding | RAG with citations and adaptive thresholds | Knowledge base and flows inside Freshdesk |
| Freshness | Sitemap-first crawl, IndexNow, incremental recrawl | Syncs to help center content |
| Analytics | Per-embed impressions, opens, chats, messages, fallback reasons | Deflection and ticket metrics |
| Security | Strict widget CSP, SRI, origin checks, formal threat model, SSO | Strong support security, fewer embed controls |
| Multi-tenant | Agency friendly with quotas and branding per tenant | Oriented to a single Freshdesk account |
When Threada fits better
- You want instant, cited answers on marketing, docs, and pricing pages.
- Agencies manage multiple brands and need isolated styling and quotas.
- Security teams require CSP and origin validation on all embeds.
- Ops teams want retrieval traces and fallback reasons to fix accuracy quickly.
When to keep Freddy
- Ticket workflows, SLAs, and agent collision management drive your support.
- Authenticated cases rely on Freshdesk roles and macros.
- You already have a rich Freshdesk knowledge base powering agent responses.
Run them together
- Place Threada on public pages for factual Q&A with citations.
- Use Freddy within the support portal for authenticated issues and tickets.
- Create triggers to hand off account or billing intents from Threada to Freshdesk agents.
- Compare containment, CSAT, and outdated feedback across both systems to guide content and crawl cadence.
Threada reduces bounce with grounded answers on the open web while Freshdesk keeps tickets organized for your agents.