The short answers. For step-by-step detail, see the documentation.
No. Recall has no dependency on Freddy or any Freshworks AI add-on. It works on every Freshdesk and Freshservice plan, including the entry tier, with no extra AI licence required.
No. There is no AI and no large language model anywhere in Recall. Matching is deterministic: BM25-style term weighting over the ticket text, boosted by category, asset and tag signals. The same input always produces the same, explainable result — and every match shows the reasons it was chosen.
Your data stays inside Freshworks. Recall reads your resolved tickets and KB articles on demand to compute matches, and stores only your snippets, resolution templates and usage counters in the Freshworks data store. No ticket or end-user personal data is sent to any third-party server, and there is no external AI service. See the privacy policy for the full detail.
When a ticket opens, Recall breaks its subject and description into terms and searches your resolved and closed tickets. Each candidate is scored on the terms it shares with the current ticket, weighted so that rarer, more distinctive terms count for more, and boosted when the category, asset or tags line up. The highest-scoring tickets are shown with a confidence score and the reasons they matched. The KB matcher runs the same scorer against your Solutions articles.
Recall matches against your resolved ticket history, so a new helpdesk with few closed tickets has little to match against — the panel fills in as your team resolves more tickets. Low confidence means the current ticket shares few distinctive terms with past ones, or the category/asset/tags don't align; this is normal for genuinely new issues. Consistent categories, assets and tags improve match quality.
There is a free plan (top 3 matches plus resolution-note preview). Recall Pro is US$7 per agent, per month and adds up to 10 matches, the KB matcher, snippets, resolution templates and analytics. Pro includes a 21-day free trial, and billing is handled per agent by Freshworks.
Recall supports Freshdesk and Freshservice, and appears in the agent's ticket sidebar. It shows up automatically when an agent opens an individual ticket.
In Freshdesk, click your profile picture (top right) → Profile settings; your API key is shown on the right of the profile page. In Freshservice, click your profile picture → Profile settings → Your API Key. Paste it into the Recall configuration screen. The key is stored securely by Freshworks and is never exposed to the agent's browser. Use an admin or service-agent key that can read tickets and KB articles. Full steps are in the documentation.
No. Install from the Marketplace, enter your account domain and API key, and open a ticket. There is no index to build, no model to train and no external service to connect.
Uninstalling removes the app's data-store records — your snippets, templates and usage counters. Because Recall never keeps a copy of your tickets or KB outside Freshworks, there is nothing else to remove. See the privacy policy.
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