# Freshdesk

> Connect Freshdesk to train your agent on your help center, canned responses, and past tickets — then automate ticket responses and management.

## What you can do

* Train your agent on your Freshdesk Help Center, canned responses, and past tickets
* Automatically reply to tickets or draft responses for your team
* Tag, assign, close, and update tickets
* Search and read ticket history

## Connecting Freshdesk

### OAuth (recommended)

Connect your full Freshdesk account for tickets, canned responses, and all actions.

1. Go to **Integrations > Freshdesk**
2. Select **OAuth**
3. Click **Connect** and authorize eesel AI

### Quick Start

Enter your Freshdesk Help Center URL to start training immediately. No authentication needed — but you won't have access to tickets, canned responses, or actions.

1. Go to **Integrations > Freshdesk**
2. Select **Quick Start**
3. Enter your help center URL
4. Click **Connect**

## Training your agent

| Source               | Description                                | Requires             |
| -------------------- | ------------------------------------------ | -------------------- |
| **Help Center**      | Published support articles                 | Quick Start or OAuth |
| **Canned Responses** | Your team's pre-written response templates | OAuth                |
| **Tickets**          | Past resolved tickets                      | OAuth                |

## Triggers

| Trigger                | Description                                      | Best for                  |
| ---------------------- | ------------------------------------------------ | ------------------------- |
| **@eesel Mentioned**   | Fires when @eesel is mentioned in internal notes | On-demand AI Copilot      |
| **New Ticket Created** | Fires when a new ticket comes in                 | Full automation or triage |
| **Ticket Updated**     | Fires when a ticket is updated                   | Follow-up handling        |

## Actions

### Responding

| Action                  | Description                                    |
| ----------------------- | ---------------------------------------------- |
| **Leave Public Reply**  | Send a customer-visible reply (HITL available) |
| **Leave Draft Reply**   | Create a draft for your team to review         |
| **Leave Internal Note** | Add a note only your team can see              |

### Ticket management

| Action              | Description                                     |
| ------------------- | ----------------------------------------------- |
| **Tag Ticket**      | Add tags for categorization                     |
| **Create Ticket**   | Create a new ticket                             |
| **Assign Ticket**   | Assign to a specific agent                      |
| **Assign to Group** | Route to a team queue                           |
| **Close Ticket**    | Mark as resolved                                |
| **Update Ticket**   | Change custom fields, priority, status, or tags |
| **Update Status**   | Change ticket status specifically               |

### Information lookup

| Action             | Description                                |
| ------------------ | ------------------------------------------ |
| **Read Ticket**    | Read full ticket with conversation history |
| **Search Tickets** | Search using Freshdesk query syntax        |
| **List Tickets**   | List tickets with filters                  |

## Tips and best practices

**Import canned responses.** If your team already has well-crafted canned responses, training your agent on them ensures consistent, approved messaging.

**Use "New Ticket Created" for triage.** This trigger fires before any agent interacts with the ticket — ideal for auto-categorization and routing.

**Filter past tickets by date.** When training on past tickets, focus on recent ones (last 6-12 months) for the most relevant training data.

## Troubleshooting

**OAuth connection failing?**

* Ensure you have admin permissions in Freshdesk
* Check that third-party app access is enabled in your Freshdesk settings

**Agent not responding to tickets?**

* Verify the trigger is enabled in Settings > Triggers
* Check that webhooks are configured correctly in Freshdesk