Freshdesk

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 the integration menu

Click the + button on the left sidebar

2

Select Freshdesk

3

Click Full Connection

Add your Freshdesk domain and enable authorisation.

Quick Start

Enter your Freshdesk Help Center URL to start training immediately. Simply follow the above steps but select Help Center only and input the URL. (Note: only works for public facing help centers).

Configuring your agent

Your Freshdesk sources will be automatically added to your agent once you connect your Freshdesk. You can toggle them on and off in the Freshdesk menu.

This menu (found by clicking Freshdesk on the left sidebar) will let you toggle triggers, remove or add Freshdesk sources, and enable or disable actions.

Learn more about actions and triggers here.

See more information about Fresh Chat here.

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