Freshdesk Omni
Last updated: June 11, 2026
Connect Freshdesk to let Aissist work inside ticket workflows.
With Freshdesk, Aissist can:
draft or send replies
apply tags
create summaries
detect when human follow-up is needed
Before you start
Make sure you have:
Freshdesk admin access
your Freshdesk domain
your Freshdesk API key from Profile Settings → API
Create the Freshdesk gateway
Go to Deploy → Gateways.
Click Add Gateway.
Choose Freshdesk.
Name the gateway.
Connect to Freshdesk
Enter:
Domain Name — your Freshdesk domain without protocol
API Key — your Freshdesk API key
Then click Connect to your Freshdesk.
This connection:
validates your credentials
loads account details
creates or updates Freshdesk automation rules
loads the available agent list
Configure routing
Freshdesk gateways use groups as the managing point.
Assign tickets to the selected group to let Aissist process them.
See Deploy Gateway for managing point setup.
Select the actor
Go to Agent Setting and choose the Freshdesk agent identity that Aissist should act as.
Save the gateway
Before saving, make sure:
the gateway name is set
automation rules were created
a managing group is selected
an actor is selected
Choose the operating mode
During setup, choose the operating mode:
Auto-Pilot — Aissist replies automatically
Co-Pilot — enables in-note command
Start with one narrow workflow.
Run Auto-Pilot for a short period, review the results, optimize Aissist, then gradually increase Auto-Pilot time.
How Aissist works in Freshdesk
Aissist can support the Freshdesk workflow in several ways.
Reply and tag
Aissist can reply automatically inside the selected workflow and apply tags to help organize tickets and trigger routing rules.
Summary and handoff
Aissist can summarize the conversation and detect when a human should take over.
Supported events
The Freshdesk gateway can process:
new ticket events
assignee change events
new comment events
conversation update events
It supports both public comments and private notes.
Co-Pilot in Freshdesk Omni
To use Co-Pilot with in-note commands:
Create an in-note command in Deploy → Tools → In-Note Command.
Open the Freshdesk gateway.
Enable Enable Co-Pilot with this Gateway.
Add a private note with the command ID to run the command in the ticket.
You can use in-note commands to:
analyze a conversation
fill ticket fields
evaluate agent performance
This works well for QA review, structured wrap-up, and ticket field updates inside Freshdesk.
Best practice
Start with one workflow.
Run Auto-Pilot for a short period, review the results, optimize Aissist, then gradually increase Auto-Pilot time.
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