Connect your AI agent to Freshdesk so routine questions are answered from your solution articles, and everything else becomes a properly filled ticket in the right group. Your agents keep working in Freshdesk as they do today, with the AI's conversation attached to each ticket.
Integrates with the tools you already use
Works with your existing groups, fields and automations
The agent uses your Freshdesk solution articles as its knowledge, so answers match your help centre.
Hand-offs create tickets with subject, description, transcript, contact, and the custom fields you require.
The agent assigns the right group and priority based on the issue type and rules you set, so tickets land in the correct queue.
Tickets are tagged with the detected issue type, making reporting and Freshdesk automations easier.
Customers ask about an existing ticket and the agent reads its current status and latest public update.
Follow-up messages from a customer are added to their open ticket instead of creating a duplicate.
Typical setup steps
Read and write access you can configure
Read: categories, folders and articles used as the agent's knowledge.
Create and update: subject, description, status, priority, group and tags.
Write: the custom ticket fields your workflow requires.
Read and create: look up the customer or add a new contact.
Write: the AI transcript added as a note or the ticket description.
Read: current status and latest public reply for customer lookups.
Illustrative examples showing an article answer and a ticket hand-off.
Answered from a solution article
Illustrative example
How do I add a second user to my account?
Go to Settings, then Team, and click Invite User. Enter their email and choose a role. They will get an invite link valid for seven days. Here is the help article with screenshots.
Answer from solution article
Resolved without a ticket
Bug report becomes a ticket
Illustrative example
Reports page shows a blank screen since this morning
Thanks for reporting that. Which browser are you using, and could you share a screenshot?
Chrome, screenshot attached
I have created a ticket for our technical team with your browser, screenshot and account details. You will get updates by email.
Ticket created in Technical group, priority High, tag: reports-bug
Ticket created in the right group
Start free, scale as you grow. No per-message fees, no hidden costs.
We will help you map groups, fields and hand-off rules so tickets arrive ready to work on.
Every business is unique. Let's discuss your specific needs and create a pricing plan that works for you.
Custom pricing based on your needs
No hidden fees or surprises
Flexible payment options
Volume discounts available
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