Create agent groups for Proactive Insights

If you see the Create agent groups to unlock Insights message in your workspace, Freddy AI does not yet have an eligible agent group to analyze.

Applies to: Freshservice Enterprise with Freddy AI Insights enabled

Enable Freddy AI to analyze team activity

Freddy AI analyzes service desk activity at the group level to identify trends, risks, and unusual patterns. Agent groups help Freddy AI understand how tickets are distributed across teams and how activity changes over time.

Without an agent group, Freddy AI cannot:

• Analyze ticket patterns for a team

• Compare current activity with historical trends

• Identify which team is affected by an issue

• Generate group-level recommendations and alerts

To generate Proactive Insights, your workspace must have at least one non-restricted agent group with assigned tickets.

Note: Restricted Groups are excluded from Proactive Insights. If all your existing groups are restricted, create a non-restricted group to start generating insights.

Create a non-restricted agent group

Create agent groups so Freddy AI can analyze team activity and generate Proactive Insights. For setup instructions, see Create and manage agent groups.

Proactive Insights refreshes weekly. After the next refresh cycle, insights for the new group become available.

Note: Assign existing open tickets to the new group to help Freddy AI start analyzing activity sooner.