Freshdesk

Invite your AI teammate into Freshdesk so it drafts or sends replies on tickets, tags and routes the rest, and learns from your help center, canned responses and past tickets.

Invite your AI teammate into Freshdesk and it works like any other agent on your team. It reads your help center, your canned responses and your past tickets, so it already knows how your team answers before it handles anything. Then it picks up tickets the way you tell it to: drafting replies for a human to check, answering the routine ones itself, tagging and routing the rest.

You stay in control the whole way. Nothing runs until you create an automation. For each action you then choose: run on its own, ask you first, or stay off.

In this example the agent used one of your canned responses.

A Freshdesk ticket about a duplicate charge, with the public reply eesel AI sent.

Quick start

1

Ask your agent to connect Freshdesk

Open the chat in your dashboard and ask it to connect Freshdesk. It offers two ways to connect and asks for whatever it needs. Prefer to click? Integrations in the left sidebar has the same options.

The agent offers two ways to connect Freshdesk.

2

Choose Quick start or Full connection

• Quick start. Give your Freshdesk subdomain (the part before .freshdesk.com) and it reads your public help center. No sign-in, but no tickets, canned responses, triggers or actions.

• Full connection. Give your subdomain and a Freshdesk API key. There's no app to install, and everything unlocks: tickets, canned responses, triggers and actions.

Start with either. Moving to a full connection later keeps your help center and adds tickets, canned responses, triggers and actions.

Connecting more than one Freshdesk account

You can connect several Freshdesk accounts to one workspace. Connect each one the same way. When more than one is connected, your agent asks which account you mean, or you name it in the request. Each automation belongs to one account.

3

Paste the key into the secure form

Your agent sends a secure form right in the chat. It never takes the key as a chat message. Paste the key into the form and submit. The key goes straight to eesel and never sits in the conversation. The button that submits it is Save securely.

The secure form in the chat, with the key pasted in.

The moment you submit, it confirms the connection and starts reading your Freshdesk content.

The chat confirms Freshdesk is connected.

4

Check what it can read

Back in the dashboard, Integrations > Freshdesk shows the connection and everything it pulled in. Each source has its own toggle, so you can leave one out without disconnecting. Each source shows a document count once its sync is done. From a terminal, eesel status lists the integration as connected with its source counts.

Each source has its own toggle and its own document count.

5

Create your first automation

Connecting alone does not start your agent. It needs an automation first. Tell it what to handle and it creates an automation. An automation is a Freshdesk trigger plus instructions. In the instructions you describe which tickets it should handle and what to do with them. It leaves the rest alone.

Ask in chat for the automation you want, and the agent builds it.

It shows up on your Automations page, switched on and ready. From a terminal, eesel automations lists it as on.

The new automation on your Automations page, switched on.

Open the automation to see or change what it does. The trigger event is fixed when the automation is created. So a new automation is required for each different trigger event.

The automation editor, where you change the instructions it follows.

6

Check automation work in Freshdesk

Open Freshdesk and look at the next ticket that comes in to see what the automation did there. In this example it left a drafted reply as a private note, signed by eesel AI, for a teammate to review and send.

The drafted reply waiting as a private note on the ticket.

From Claude Code, Cursor or a terminal. The same setup works as commands: eesel login, then eesel integrations connect freshdesk (your subdomain and API key), eesel integrations download start to copy your sources in, and eesel automations to see and switch on the automations. Trigger keys for this page are in the Triggers table below. Full command reference: The eesel CLI. Step-by-step: Set up from Claude Code or the terminal. From an MCP client: Claude Code and MCP clients.

Sources, triggers and actions

Sources

Sources are what it learns from:

Source	Description	Requires
Help Center	Your published support articles	Quick start or Full connection
Canned Responses	Your team's pre-written response templates	Full connection
Tickets	Past tickets with status Resolved or Closed. The first import takes tickets from the last 30 days, up to 1,000 of them. Ask your agent, or set a filter, to import more. Optional PII redaction	Full connection

Every other integration on the agent is also a source, so a Freshdesk reply can draw on Confluence, your website, and your files at once. See Integrations.

Triggers

Triggers are the Freshdesk events an automation can run on:

Trigger	Fires when	Best for	Key
Call @eesel in an internal note	A teammate mentions @eesel in an internal note	On-demand help	freshdesk_eesel_mentioned
New ticket	A new ticket comes in	Full automation or triage	freshdesk_ticket_created
Ticket updated	A ticket is updated	Follow-up handling	freshdesk_ticket_updated
Fresh Chat	A customer sends a message in a Fresh Chat live conversation	Live chat, see Fresh Chat	freshchat

Actions

Actions are what it can do, each set to run on its own, ask you first, or stay off:

	Action	What it does
Respond	Send ticket reply	Sends a reply to the customer
	Leave internal note	Adds a private note only your team sees. Start here: the agent drafts, a human sends. Every note ends with a short "Left by eesel AI" line linking to the run in your dashboard
	Draft ticket reply	Writes a reply and holds it for a person to approve. Nothing reaches the customer until someone approves it in the dashboard
Manage	Add tags	Tags the ticket
	Create ticket	Creates a new ticket
	Assign to teammate / Assign to team	Routes the ticket to a person or a group
	Close ticket / Update status	Closes the ticket, or changes its status
	Update ticket	Changes fields like priority or custom fields
	Merge tickets	Merges one ticket into another. Can't be undone in Freshdesk, so leave it off unless you specifically want it
Look up	Read ticket / Search tickets / List tickets	Reads and finds tickets
	Get ticket field options	Lists a field's allowed values, so tags and custom fields get set correctly

Fresh Chat

Fresh Chat is Freshworks' live chat widget. Connect it and the same agent that handles your tickets answers chats in real time, using everything it already learned from your Freshdesk knowledge. See the Fresh Chat guide.

Troubleshooting

Agent not picking up tickets?

Check that an automation is switched on for the event you're expecting on the agent's Automations page, look at its activity to see whether events arrived and were skipped by the filter, and confirm at least one action is enabled.

Connection failing, or setup keeps asking for the API key?

Double-check the subdomain (for acme.freshdesk.com, enter acme) and confirm the API key was copied in full from Freshdesk under your profile picture, then Profile settings. If the key was revoked, use Re-authorize on the connected account to enter a valid one.

Tickets or canned responses missing?

Both need the full connection. Quick start indexes the help center only. Confirm the connection is still authorized, then re-sync.

FAQ

How do I keep a human in the loop?

Two ways, and you can use both. Turn on Leave internal note instead of Send ticket reply, so the agent writes a private note your team reads, edits and sends. Or turn on Draft ticket reply, which writes the reply and holds it until a person approves it. Or set any action to ask you first, so the agent shows you what it wants to do and waits. Start with internal notes, then move to sending replies once you're happy. When an action is set to ask you first, the prepared reply shows up in the dashboard with three buttons: Approve runs it once, Always allow stops asking for that action, and Deny discards it.

Does connecting Freshdesk start replying to customers automatically?

No. Connecting only gives your agent access. It won't reply to customers on its own until you create an automation on a ticket event and enable a reply action, so you can test first.

Can I limit which tickets my agent handles?

Yes, for tickets. In the automation's instructions, describe the tickets it should act on, for example only refunds or a specific product, and what to do with them. It ignores the rest, and the automation's activity shows every ticket it skipped, with the reason. You can also set Wait before processing, up to 15 minutes, so your own Freshdesk automations and spam rules run before your agent looks at the ticket. For live chat, the Fresh Chat automation's own text does the same job: say which chats to join, for example one topic, and the rest are skipped.

Can I train it on past tickets, and what happens to sensitive data?

Yes, with the full connection. Turn on PII redaction and personal data is stripped before ticket content is indexed. Check the toggle rather than assuming, since the default varies by workspace.

Is any action irreversible?

Yes. Merge tickets cannot be undone in Freshdesk. Keep it off unless you deliberately want your agent merging tickets. Everything else can be corrected in Freshdesk afterwards.

Can it see screenshots and attachments?

Yes. When a customer attaches an image or a PDF, a screenshot or a receipt for example, your agent reads it along with the ticket. It looks at up to five attachments per turn. Videos, zip files and other formats are ignored.

Whose name do replies appear under?

By default, replies and internal notes post as the Freshdesk agent whose API key you connected with. To change that, open the Freshdesk integration page in eesel and pick a different agent under Replies as. Customers then see that agent's name.

What does it cost?

Pay-as-you-go: a ticket your agent handles is one task, however many replies happen on it, and chats you run yourself from the eesel dashboard are free. See Pricing.

Related pages

• Helpdesk for the job your teammate takes on in a ticket queue

• Automations and Schedules for triggers, instructions and schedules

• Actions and Approvals for setting each action to run on its own, ask you first, or stay off

• Integrations overview for how sources, triggers and actions fit together

• Set up from Claude Code or the terminal