# 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

1. Go to **Deploy → Gateways**.
2. Click **Add Gateway**.
3. Choose **Freshdesk**.
4. 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:

```
urgent;high-priority;customer-escalation
```

Only tickets with these tags are processed.

#### Exclude tags

Use semicolon-separated tags to exclude tickets from AI processing.

Example:

```
no-ai;manual-review;escalated-to-manager
```

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 whether the gateway should run in:

* **Auto-Pilot** — Aissist replies automatically
* **Co-Pilot** — enables [in-note command](/tutorial/in-note-command.md)

Start with **Auto-Pilot** for a short period of time, then gradually increase the Auto-Pilot time as you optimize the workflow.

See [Auto-Pilot and Co-Pilot](/tutorial/auto-pilot-and-co-pilot.md).

### 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 of time, review the results, optimize Aissist, then gradually increase the **Auto-Pilot** time.


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