# Freshdesk

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## 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.

{% stepper %}
{% step %}

### Go to the integration menu

Click the + button on the left sidebar

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{% endstep %}

{% step %}

### Select Freshdesk

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{% endstep %}

{% step %}

### Click Full Connection&#x20;

Add your Freshdesk domain and enable authorisation.&#x20;

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{% endstep %}
{% endstepper %}

### 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.&#x20;

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](https://docs.eesel.ai/getting-started/instructions-triggers-and-actions).

See more information about Fresh Chat [here](https://docs.eesel.ai/integrations/freshchat).

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| 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


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.eesel.ai/integrations/freshdesk.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.