Freshdesk

AI agents and copilot to streamline support

eesel AI instantly plugs into your Freshdesk, learns from your past tickets, macros, help center and more, and seamlessly joins in like a new teammate.

Training your AI with Freshdesk

Help Center

For public help centers:

  1. Choose the bot, or create a new bot, to connect with your help center.

  2. Click the integrations menu on the sidebar.

  3. Click Freshdesk.

  4. Click "Setup integration".

  5. Enter you help center URL and click "Start crawling"

The bot will then crawl your help center and start adding links to your bot to use as knowledge within minutes.

Create a Freshdesk AI Agent

eesel can automate your frontline support as an AI agent inside Freshdesk. You can have it leave internal notes, automatically reply, and triage tickets.

Once your AI has been trained and customized, it's time to link your Freshdesk domain to your AI bot.

To set up eesel as an AI agent inside Freshdesk, see our AI Agent guide.

Create a Freshdesk AI Copilot

Check out our setup guide for using AI Copilot in your Freshdesk.

eesel AI can act as an AI copilot for your Freshdesk by using our browser extension.

The AI can automatically pick up on the content of a ticket, and generate a response based on the knowledge it has access to.

You can use the browser extension to select the bot you want to use for its answer, and then draft a response and chat with the bot to edit before you paste is as a reply.=

Freshdesk Actions

Once you've trained the bot and integrated it with your Freshdesk, it's important to customize it and add actions so that you can get the most out of your AI and automate manual tasks.

The following are Freshdesk specific actions. You can use them in combination with other actions on different platforms as well.

Create ticket

freshdesk_create_ticket

  • Purpose: Creates a new Freshdesk ticket. (Note: This definition appears to be the same as the previous one).

  • Key Params: subject, description, email, priority, status

  • When/How to Use: Use when a user reports a bug, requests a new feature, or has a complex issue that requires tracking as a formal ticket rather than being resolved immediately in the current conversation. You will need to instruct the AI to gather the required parameters from the user. The current conversation ID is automatically available for context if needed, but the tool creates a new ticket.

  • Example Prompt Instruction:

    If the user is reporting a potential bug or requesting a new feature, you must offer to create a support ticket for them in our Freshdesk system. If they accept, collect their name, email address, a brief summary of the issue (for the subject), and a detailed description of the problem or request. Once you have this information, call freshdesk_create_ticket with the gathered subject, description, and email. Set priority to 'Low' and status to 'Open' by default, unless the user indicates high urgency.

Tag ticket

freshdesk_tag_ticket

  • Purpose: Add tags to a Freshdesk ticket.

  • Key Params: tags: List[str]

  • When/How to Use: Similar to other tagging Actions for categorization and workflow. Note this tool takes a List[str] for the tags parameter, meaning you should provide tags in a list format like ['tag1', 'tag2']. The ticket ID for the current conversation (if applicable) is automatically available. If tagging a ticket just created by freshdesk_create_ticket, the ID might need to be handled via workflow logic or be available from the create tool's response.

  • Example Prompt Instruction:

    After successfully creating a Freshdesk ticket using freshdesk_create_ticket, you must also call freshdesk_tag_ticket using the ticket ID of the newly created ticket (ensure this ID is available after the create call). Add the tag 'created_by_ai' and any other relevant tags based on the user's request, such as 'bug' or 'feature_request'. The tags parameter must be a list of strings, for example: tags=['created_by_ai', 'bug'].

Close ticket

freshdesk_close_ticket

  • Purpose: Close a Freshdesk ticket.

  • Key Params: close: true

  • When/How to Use: Use this tool when the user explicitly indicates their issue is resolved, they are satisfied with the assistance, or the conversation reaches a natural conclusion where closure is appropriate according to your support process. The ticket ID for the current conversation is automatically available to the tool.

  • Example Prompt Instruction:

    If the user explicitly states their problem is solved, they are satisfied with the outcome, or the conversation has concluded and no further action is required, you must confirm this understanding with the user. If they agree, call the Freshdesk_close_ticket tool to mark the ticket as closed.

Leave internal note

freshdesk_leave_internal_note

  • Purpose: Leaves an internal note on the ticket.

  • Key Params: note: str, optional notify_emails: List[str]

  • When/How to Use: Use this to add private notes to the current Freshdesk ticket for internal team members. You can optionally specify a list of agent emails to notify about the note. The ticket ID is automatically available.

  • Example Prompt Instruction:

    If you escalate a conversation to a human agent, or if you need to summarize the AI's actions for the next agent, call freshdesk_leave_internal_note. The note parameter should contain the summary. For urgent escalations that need specific attention, you can also include notify_emails=['[email protected]', '[email protected]'] to alert specific team members.

Assign ticket (escalation)

freshdesk_assign_ticket

  • Purpose: Assigns a Freshdesk ticket to a specific agent.

  • Key Params: assignee_id: int

  • When/How to Use: Use this tool to route the current ticket to a specific agent based on their ID. The ticket ID is automatically available. Define rules for which agent ID to use based on the conversation topic or user request.

  • Example Prompt Instruction:

    If the user's query requires the attention of an agent specializing in integrations, inform the user you are assigning the ticket to the integrations specialist and call freshdesk_assign_ticket. Set the assignee_id parameter to the integer ID of the integrations agent, e.g., assignee_id=12345.

Assign ticket to group

freshdesk_assign_ticket_to_group

  • Purpose: Assigns a Freshdesk ticket to a specific group.

  • Key Params: group_id: int

  • When/How to Use: Use this tool to route the current ticket to a specific support group or team based on their group ID. The ticket ID is automatically available from the conversation context. This is particularly useful for routing tickets to specialized teams (e.g., technical support, billing, escalations) based on the nature of the customer inquiry.

  • Example Prompt Instruction:

    If the user's issue requires specialized handling (e.g., technical issues go to the technical support group, billing issues to the billing team), inform the user you are transferring their ticket to the appropriate team and call freshdesk_assign_ticket_to_group. Set the group_id parameter to the appropriate group's integer ID. For example: for technical issues use group_id=67890, for billing use group_id=54321. Always confirm with the user before transferring their ticket to a different group.

Update ticket fields

  • freshdesk_update_ticket

    • Purpose: Updates a Freshdesk ticket with the provided payload.

    • Key Params: payload: str (JSON string)

    • When/How to Use: Use this for modifying various ticket fields (status, priority, custom fields, etc.). The ticket ID for the current conversation is automatically available. You must instruct the AI to construct the JSON payload based on the desired updates indicated by the user or the workflow logic.

    • Example Prompt Instruction:

      If the user indicates their issue is resolved and you have confirmed it, or if the workflow requires setting the ticket status to 'solved', you must call freshdesk_update_ticket. Set the payload parameter to a JSON string that updates the status, e.g., payload='{"status": "solved"}'.

      If the user reports a high-priority issue you are escalating, you might call freshdesk_update_ticket with payload='{"priority": "high"}'.

      To update a custom field (ID 123), call freshdesk_update_ticket with payload='{"custom_fields": [{"id": 123, "value": "new value"}]}'.

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