Freshdesk Omni
Last updated: May 6, 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 can be scoped by source and tag.
Managing sources
Choose which ticket sources Aissist should handle.
Supported sources include:
Email
Portal
Phone
Forum
Twitter
Facebook
Chat Widget
Feedback Widget
Outbound Email
E-commerce
Managing tags
Use semicolon-separated tags to include tickets in AI processing.
Example:
Only tickets with these tags are processed.
Exclude tags
Use semicolon-separated tags to exclude tickets from AI processing.
Example:
Tickets with these tags are skipped.
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
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
Aissist can reply automatically inside the selected workflow.
Tag
Aissist can apply tags automatically 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.
Best practice
Start with one source or one tagged workflow.
Run Auto-Pilot for a short period, review the results, optimize Aissist, then gradually increase Auto-Pilot time.
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