Freshdesk
Connect your AI support agent to your Freshdesk account and existing Freshdesk Tickets, to get AI responses to your support tickets
Last updated
Connect your AI support agent to your Freshdesk account and existing Freshdesk Tickets, to get AI responses to your support tickets
Last updated
You can now integrate your AI agent directly into Freshdesk Tickets for a seamless AI support experience.
The Freshdesk Ticket integration is available on all paid My AskAI plans, see our pricing.
There are several reasons why you should use your My AskAI within Freshdesk Tickets:
You get access to an intelligent AI agent, directly within Freshdesk Tickets that can automatically and instantly answer user or visitor queries, using your company knowledgebase.
Your AI agent can respond either directly to users, generate Internal notes for you, or generate AI responses on demand.
You can add more knowledge to your AI agent in addition to your website and Freshdesk help center by using our connections or file uploads.
You don't have to add any code to your site and you don't need a developer, just connect our app and you're ready to go.
AI answers provided with "References" to the sources used to answer the question.
You can add your AI agent to Freshchat too.
As well as an AI agent, you get all our other features like Insights, Email Assistant, Site Search, Private (Internal) mode, Integrations with Slack and more.
Recommended: AI replies will come from whichever agent account you set them up on in Freshdesk, therefore we would recommend create a new agent account/seat for your AI agent and using this account's API keys.
Install My AskAI to your Freshdesk workspace (from the Freshworks marketplace)
Login to your Dashboard and go to Channels.
Once enabled you will see "Live Chat apps" appear, click on the Freshdesk icon.
Select 'Freshdesk Tickets'
Enter your Freshdesk domain (your domain is within the URL of your Freskdesk inbox. e.g. myaskai.freshdesk.com) and your API key and click 'Connect your Freshdesk account'.
To find your API key go to your dashboard, click on your Profile icon > Profile Settings > View API Key and copy your API key (more details here).
Once connected it'll change to say "Freshdesk account connected" and look like this:
Once back at My AskAI, you can choose how you want your AI agent to reply, by default it will create Internal Note responses, but you can also enable Direct replies.
You will now be generating AI replies to your tickets, test it out by emailing your Freshdesk inbox. You can also set it to reply to other channels (like web forms).
By default your Freshdesk Ticket AI agent will respond to Email and Web form tickets that are "New".
When a ticket is replied to by your AI agent in Freshdesk Tickets you will see the AI response in the ticket thread.
When a ticket is replied to by a customer (if they need more help for instance) then an internal note is added to the ticket.
Once you've connected the My AskAI agent within your Freshdesk Admin Centre, it will automatically start responding to user's questions with Internal Notes within the Freshdesk Ticket responder by default.
For the first question of each ticket an Internal Note will be generated by the AI, you can then use this information to assist you in the composition of your response.
With each question, the links used to answer the question will be provided.
Alternatively, you can have your Freshdesk Tickets AI agent respond directly to customers by toggling to "Reply directly to customers" within your Freshdesk Ticket setup settings in My AskAI.
By default, all messages of the ticket will be replied to, however you can change this by selecting "Reply to 1st message only".
If you’re using your AI agent to directly reply to users in Freshdesk Tickets, we recommend you disable automatic email replies (for ticket creation acknowledgement), otherwise users will receive multiple emails.
When using in either Direct reply or Internal Note reply mode, by default your Freshdesk Ticket AI agent will respond to all Ticket messages sent to you. You can change this however by selecting "Reply 1st message only".
If you change to "Reply to 1st message only", any further questions or responses will be handed over to you, as the agent, to address.
If however, you have selected for the AI to "Reply to all messages" then you can choose when you want the AI to hand over the conversation to your human agents, either select:
"Can't answer a question" - when it can't answer a question instead of saying as such it will automatically pass over to a person
"Customer handover request"- it will only handover if the customer explicitly requests to speak to a human agent
If you only have set your AI agent respond to the first ticket message you can also continue using our AI agent responses for follow-up questions with our AI drafting tool.
Once you have installed your Freshdesk Ticket AI agent, you can also use your AI agent within the agent workspace to draft a reply to the customer's follow-up questions whenever you want.
To use it:
Open a new ticket
Select the icon and then click "Draft AI agent response"
An AI response will be generated for you like magic!
Login to your Dashboard and go to Channels.
If enabled you will see "Live Chat apps" appear, click on the Freshdesk icon.
Select 'Freshdesk Tickets'
Expand the "Install My AskAI within Freshdesk" header and click "Disconnect Freshdesk Integration" then confirm your deletion.
Within the response composer, find the magic sparkle icon
