> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/gateways/freshdesk-omni.md).

# 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

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 use **groups** as the managing point.

Assign tickets to the selected group to let Aissist process them.

See [Deploy Gateway](/tutorial/deploy-gateway.md) 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](/tutorial/in-note-command.md)

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.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2Ftk7DHCr2k5sfjl88LGso%2FScreenshot%202026-06-11%20at%202.13.42%E2%80%AFPM.png?alt=media&amp;token=8a8059c7-088f-4b60-9268-ab41b8dd89dc" alt=""><figcaption></figcaption></figure>

#### Summary and handoff

Aissist can summarize the conversation and detect when a human should take over.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2FczcxgAsEVK7VfWD06NdC%2FScreenshot%202026-06-11%20at%202.19.15%E2%80%AFPM.png?alt=media&amp;token=cea0ec10-1380-402c-b38f-b6f2d2c42dd9" alt=""><figcaption></figcaption></figure>

### 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](/tutorial/in-note-command.md):

1. Create an [in-note command](/tutorial/in-note-command.md) in **Deploy → Tools → In-Note Command**.
2. Open the Freshdesk gateway.
3. Enable **Enable Co-Pilot with this Gateway**.
4. 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.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2FBHgckXX2M3sXhQVroVsu%2FScreenshot%202026-06-11%20at%202.22.30%E2%80%AFPM.png?alt=media&amp;token=8092f4a5-807d-4362-8dbb-9745175556f7" alt=""><figcaption></figcaption></figure>

### Best practice

Start with one workflow.

Run **Auto-Pilot** for a short period, review the results, optimize Aissist, then gradually increase **Auto-Pilot** time.