If you use Freshdesk as your CX platform, you can enabled this channel for the AI Agent.
Before getting started, please make sure the person enabling the integration has Administrator role on the Freshdesk account.
Instructions
Enable Freshdesk Channel
Go to Channels and select “Enable” under Freshdesk.
Enter your Freshdesk subdomain.
Enter your API key. Retrieving your Freshdesk API Key
Click on "Continue".
Authorize app permissions if prompted.
Once connected, you'll be taken to the "Settings" page.
Configuring the Freshdesk Integration
1. Channels Selection
DO NOT select any channels until the AI Agent is configured and ready to go live.
When ready, select which channels AI should intercept:
Email
Web
2. Additional Filters
Support Emails - If you have multiple brands' support email tied to the Freshdesk account, enter the support email addresses that you would like to intercept. Leave blank to intercept messages to all support emails.
3. Custom Statuses
Pending Status - You have the option to select the ticket status when the AI is awaiting for the customer to respond. Leave blank to use default "Pending" status.
Closed Status - You have the option to select either Resolved or Closed status when the conversation has ended. Leave blank to use default "Resolved" status.
The ticket status selections will be applied to all tickets handled by the AI.
5. Reply Settings
By default, the AI does to reply all on conversations. If you wish to have the AI to reply all to include CCs, check this checkbox to enable the feature.
6. Ticket Fields
By default, the AI is configured to fill in all required custom ticket fields before closing the tickets. If there are any optional fields but you would like the AI to complete, you can use the "Add Ticket Field" option to define new fields.
7. Maintenance Tasks
Re-Sync Ticket Fields as necessary to ensure up-to-date ticket field mapping.