# Freshdesk

### 🚀 How to Set Up a Gateway to Freshdesk in Aissist

Connecting Aissist to your Freshdesk workspace is quick and easy! Here's how:

<details>

<summary>Create the Gateway</summary>

* In your Aissist console, go to **Deploy → Gateways** from the left-hand panel.
* Click **"Add Gateway."**
* Choose **Freshdesk** from the list of platforms.
* Follow the on-screen instructions to complete the setup.

***

### 🔧 Detailed Setup Process

#### Prerequisites

* **Freshdesk Admin Access**: Admin access for your Freshdesk account
* **Freshdesk Domain**: Your Freshdesk domain (e.g., `your-domain` for `https://your-domain.freshdesk.com`)
* **Freshdesk API Key**: Generated from Profile Settings → API

***

#### Step 1: Create a New Gateway

1. Navigate: **Console → Deploy → Gateways → New**
2. Select platform: **Freshdesk**
3. Name the gateway (e.g., "Customer Support AI")

***

#### Step 2: Connect to Freshdesk

In the **"Freshdesk Connection"** section, enter:

* **Domain Name**: Your Freshdesk domain without protocol (e.g., `your-domain`)
* **API Key**: Your Freshdesk API key

Click **"Connect to your Freshdesk"**. The Console will:

* ✅ Validate credentials and fetch account info (`account_id`)
* ✅ Create/update Freshdesk automation rules (Ticket Creation and Ticket Update) that POST to the Aissistant webhook endpoint
* ✅ Load the Freshdesk agent list into gateway data

***

#### Step 3: Configure Managing Scope

* **Managing Sources**: Check which Freshdesk ticket sources to manage (defaults to all):
  * Email
  * Portal
  * Phone
  * Forum
  * Twitter
  * Facebook
  * Chat Widget
  * Feedback Widget
  * Outbound Email
  * E-commerce
* **Managing Tags**: Provide semicolon-separated tags to include in AI processing
  * **Purpose**: Specify which tickets should be processed by Aissist based on their tags
  * **Format**: Semicolon-separated list (e.g., `urgent;high-priority;escalated`)
  * **Case Sensitivity**: Tag names are case-sensitive
  * **Behavior**: Only tickets with these tags will be processed by Aissist
  * **Example**: `urgent;high-priority;customer-escalation`
* **Exclude Tags**: Provide semicolon-separated tags to exclude from AI processing
  * **Purpose**: Specify which tickets should be excluded from AI processing
  * **Format**: Semicolon-separated list (e.g., `no-ai;manual-only;escalated`)
  * **Case Sensitivity**: Tag names are case-sensitive
  * **Behavior**: Tickets with these tags will be skipped by Aissist
  * **Example**: `no-ai;manual-review;escalated-to-manager`

***

#### Step 4: Select Actor&#x20;

1. Go to **"Agent Setting"**
2. Choose the agent identity from the loaded agent list, AI will act on behave of the selected agent

***

#### Step 5: Save the Gateway

Ensure both:

* ✅ Gateway name is present
* ✅ Automation rules are created
* ✅ Actor is selected

</details>

<details>

<summary>🤖 <strong>Choosing Between Auto-Pilot and Auto-Draft</strong></summary>

* **Auto-Pilot**: Aissist automatically drafts and sends replies to tickets.
* **Auto-Draft**: Aissist drafts responses for human agents to review and send.
* **Co-Pilot**: Enables [in-note command](https://doc.aissist.io/tutorial/in-note-command).

👉 Learn more about Auto-Pilot, Auto-Draft, and Co-Pilot modes [here](https://doc.aissist.io/tutorial/auto-pilot-auto-draft-co-pilot).

</details>

***

### 💬 How Aissist Works in Freshdesk

Once integrated, Aissist works just like a human agent—creating responses, drafts, comments, tags, and summaries—seamlessly inside Freshdesk.

<details>

<summary>✉️ Auto-Response</summary>

Aissist generates the best possible reply based on your available information, giving customers quick and accurate answers to their support tickets.

</details>

<details>

<summary>📝 Auto-Draft</summary>

Instead of sending automatically, Aissist can prepare draft responses for your human agents to review, edit, and send when ready.

</details>

<details>

<summary>🏷️ Create Tags</summary>

Aissist automatically generates helpful tags based on the conversation context, making it easier to organize and manage ticket engagements.

</details>

<details>

<summary>🤝 Streamline with Human Agents</summary>

Aissist can detect when a human follow-up is needed and escalate the conversation—ensuring no important tickets or issues are missed.

</details>

<details>

<summary>📄 Create Summaries</summary>

Aissist creates a concise summary of each conversation, highlighting next steps and any unanswered questions to bring human agents up to speed faster.

</details>

<details>

<summary>🎯 Supported Events</summary>

The Freshdesk gateway automatically processes the following events:

#### 1. **New Ticket Events**

* **Trigger**: When a new ticket is created in Freshdesk

#### 2. **Assignee Change Events**

* **Trigger**: When a ticket is assigned to a different agent

#### 3. **New Comment Events**

* **Trigger**: When a new conversation/message is added
* **Types**: Handles both public comments and private notes

#### 4. **Conversation Update Events**

* **Trigger**: When an existing conversation is updated

</details>

***

With this setup, your Freshdesk gateway will be successfully connected to Aissist, enabling intelligent ticket handling, automated responses, and enhanced customer service capabilities!


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