Introduction
The Freshdesk integration connects your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. This seamless connection allows your AI assistant to handle routine inquiries while effortlessly transitioning complex issues to your support team, all while maintaining complete conversation context.
Key Benefits
Provide 24/7 customer support even when your team is offline
Reduce support ticket volume by handling routine inquiries with AI
Create seamless handoffs between your AI assistant and Freshdesk support team
Maintain full conversation context when transitioning to human agents
Import knowledge base articles from Freshdesk to train your AI with your existing support content
Enable AI-powered email ticket handling with the Support Skills feature
How to Connect Freshdesk to Rep AI
Navigate to Integrations
Go to Settings → Integrations in your Rep AI Console
Select the "Support" tab or search for "Freshdesk" in the search bar
Connect Freshdesk
Find the Freshdesk card in the integrations page
Click the "Connect" button to begin the integration process
Enter Your Freshdesk Domain and API Key
In the connection modal, enter your Freshdesk domain (e.g.,
yourcompany.freshdesk.com)Enter your API Key in the designated field
Finding Your API Key
Log in to Freshdesk
Click your profile picture (top-right corner)
Select "Profile Settings"
Your API key will be displayed under the "API Key" section
Verify Connection
Click "Connect" to finalize the integration
Once connected, you'll see a green checkmark on the Freshdesk integration card
Your Freshdesk account is now linked to Rep AI
How the Support Handoff Works
When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Freshdesk helpdesk:
1. Customer Support Request
The handoff process begins when a customer:
Clicks a "Contact Support" button in the chat
Types a message indicating they need help from a support agent
Asks a question the AI recognizes requires human assistance
2. Customer Information Collection
Before creating a support ticket, the AI will collect essential information:
Email address: Required to create the ticket and for agent follow-up
Name: Helps personalize the support experience
Additional details: The AI may ask about the nature of the issue or request additional context
Phone number: Optional information that may be collected if relevant
3. Ticket Creation in Freshdesk
Once the necessary information is collected, a comprehensive support ticket is automatically created in Freshdesk containing:
Ticket Header Information:
New Customer Support Request
Customer name and email
Phone number (if provided)
Time spent on website
Session status
AI-Generated Summary:
Topic categorization
Concise summary of the customer's issue
Key highlights from the conversation
Customer Website Activity:
Pages visited
Products viewed
Items added to cart
Complete Conversation History:
Full transcript of the interaction between the customer and AI
Timestamps of messages
All questions asked and responses given
4. Live Chat Transition
If a support agent responds while the customer is still active:
The conversation seamlessly transitions to live chat mode
The customer is notified they're now speaking with a human agent
The agent has full access to the previous conversation history
All messages are synchronized between Freshdesk and the customer chat
5. Resolution and Return to AI
Once the support agent resolves the issue:
The agent marks the ticket as resolved in Freshdesk
The chat automatically transitions back to AI assistance
The AI can continue to assist with additional questions
The support interaction is documented for future reference
Enhancing Your AI with Freshdesk Knowledge Base
Importing your Freshdesk help articles enriches your AI's knowledge:
Import Your Help Articles
After connecting Freshdesk, find the "Import your help articles from Freshdesk to enrich the knowledge of your AI" section
Click "Begin import" to start the knowledge transfer process
Knowledge Synchronization
Rep AI imports all published articles from your Freshdesk knowledge base
Your AI learns from your existing support documentation
Articles are automatically synchronized daily to keep information current
Improved AI Responses
Your AI will provide answers that align with your official support documentation
Consistent information across all customer touchpoints
Reduced need for human intervention on documented issues
Revolutionize Email Support with AI Answering Email Tickets
The "AI answering email tickets (Beta)" feature transforms how you handle customer emails in Freshdesk, allowing your AI assistant to automatically respond to incoming email tickets.
Why Enable AI Email Support
Save time and resources by automating responses to common email inquiries
Provide 24/7 email support with immediate responses outside business hours
Maintain consistent brand voice across all customer communications
Free up human agents to focus on complex cases requiring expertise
Scale your support operations without increasing headcount
Setting Up AI Email Support
Activate the Feature
From your Freshdesk integration page, locate the "AI answering incoming tickets from all channels" toggle
Click the toggle to enable the feature
If the toggle is grayed out, you may need to upgrade your plan (click "Learn more" for details)
Configure Response Delivery
Click on "Settings" next to the toggle to open the configuration modal
Under "After crafting an answer," select how you want responses delivered:
Send answer immediately: AI will automatically send responses without review
Save as draft: AI will prepare responses for agent review before sending
AI Agent Identity Settings
Choose whether to "Identify as an AI agent" to let customers know they're receiving an automated response
Select which support agent the AI will answer on behalf of from the dropdown menu
This determines whose name appears as the sender in email responses
Customize AI Email Instructions
Toggle "Use specific AI instructions for emails" to create dedicated guidelines for email responses
In the text field, provide clear instructions about tone, formatting, and content preferences
Example: "Use a professional tone, avoid emojis, and always end with Thank you for your business."
Click "Polish prompt" for AI assistance in refining your instructions
Save Your Configuration
Click "Save Changes" to apply your settings
The AI will begin processing email tickets according to your preferences
Best Practices for AI Email Support
Review AI responses regularly: Monitor the quality of automated emails and refine your instructions as needed
Set clear boundaries: Determine which types of emails should always be handled by human agents
Use specific instructions: The more detailed your guidance, the better the AI will match your preferred communication style
Update your knowledge base: Keep your help articles current to ensure the AI has accurate information to reference
Troubleshooting AI Email Support
Response quality issues: Refine your email AI instructions to be more specific about tone and content
Incorrect information: Ensure your knowledge base articles are up-to-date and comprehensive
Identification concerns: If customers express confusion about AI responses, consider enabling the "Identify as an AI agent" option
Response delays: Check your delivery settings and confirm your Freshdesk connection is active
Troubleshooting
Connection Issues
API Key Error: Verify you've entered the correct API key from your Freshdesk profile settings
Domain Error: Ensure you've entered the correct Freshdesk domain (e.g.,
yourcompany.freshdesk.com)Permission Error: Make sure your Freshdesk account has API access enabled and appropriate permissions
Support Handoff Issues
Tickets Not Creating: Verify the integration is properly connected and authorized
Missing Information: Ensure your AI is properly configured to collect customer information
Knowledge Base Import Issues
No Articles Imported: Ensure your help articles are published and not in draft state
Missing Articles: Allow up to 24 hours for large knowledge bases to fully process
Frequently Asked Questions
Q: How quickly are support tickets created in Freshdesk?
A: Support tickets are created immediately after the customer provides the required information, typically within seconds.
Q: Will customers know they're being transferred to a human agent?
A: Yes, customers receive a notification that their request has been sent to your support team, and they'll be informed when a human agent joins the conversation.
Q: How often are knowledge base articles synced from Freshdesk?
A: Articles are automatically synced once every 24 hours to ensure your AI has the most current information.
Q: Will connecting Rep AI affect my existing Freshdesk workflows?
A: No, Rep AI works alongside your existing workflows without disrupting them. It simply adds AI capabilities to your support system.
Q: What happens if a customer requests support outside of business hours?
A: The AI will still collect their information and create a ticket in Freshdesk. Your team can then respond when they return, and the customer will receive an email notification of the response.
Need More Help?
If you're experiencing issues with your Freshdesk integration, contact our support team for assistance. We're here to help you get the most out of your AI assistant and support platform integration.