Freshdesk

🚀 How to Set Up a Gateway to Freshdesk in Aissist

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

Create the Gateway

  • 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

  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

🤖 Choosing Between Auto-Pilot and Auto-Draft

  • 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.

👉 Learn more about Auto-Pilot, Auto-Draft, and Co-Pilot modes here.

💬 How Aissist Works in Freshdesk

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

✉️ Auto-Response

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

📝 Auto-Draft

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

🏷️ Create Tags

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

🤝 Streamline with Human Agents

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

📄 Create Summaries

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

🎯 Supported Events

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

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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