> 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="/files/4GlVKk2iVv8UaYc8EF0Q" alt=""><figcaption></figcaption></figure>

#### Summary and handoff

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

<figure><img src="/files/RDsAAbjQl2X3784ytMNx" 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="/files/ZYN2GagEYWaltxwccxKc" 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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://doc.aissist.io/gateways/freshdesk-omni.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.