> 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/tutorial/deploy/freshdesk-omni.md).

# Freshdesk Omni

Deploy Aissist in Freshdesk Omni - connect with an API key, choose the groups and sources it manages, set the actor, escalation and handover rules.

*Last updated: November 1, 2026*

Deploy Aissist in Freshdesk so it answers tickets in the groups you choose, tags them, and hands over to your team. Read [Deploy](/tutorial/deploy.md) first for the steps every gateway shares.

### Prepare Freshdesk

* Get the API key of a Freshdesk **admin**: in Freshdesk, click your profile picture, open **Profile settings** and click **View API key**. Aissist uses it to create automation rules, which needs admin rights.
* Pick or create the agent Aissist will answer as. A dedicated agent works best.
* Route the tickets Aissist should handle to one group.

### Connect Freshdesk

1. Go to **Deploy → Gateways**, click **Add Gateway** and choose **Freshdesk Omni**.
2. On **Connect**, choose a Freshdesk connector, or create one: enter your **Freshdesk subdomain** (the `acme` in `acme.freshdesk.com`) and the **API key**.

Aissist then reads the account and creates the automation rules that send ticket events to it: **New ticket**, **New comment**, **New note**, **Assignee change** and **Ticket closed**. The **Automation Rules (Auto-created)** card shows them. If one is missing, click **Refresh Rules** or **Set up Freshdesk again**: a ticket event with no rule never reaches Aissist.

### Set up the agent

* **Managing Points**: the groups Aissist manages. By default, it manages all.
* **Stop at the following tag(s)**: tags that make Aissist skip a ticket. Use it rarely.
* **Actor**: the agent Aissist answers as, with that agent's permissions and signature (required).
* **Escalation**: the group that gets a ticket when Aissist escalates. If empty, Aissist only unassigns itself.
* **Handover Rules**: map sub-agents to groups, so each workflow hands over to the right team.
* **Chat Only**: the thinking message and transfer message, and **Managing Sources**: the ticket sources Aissist handles. All are selected by default.

No additional steps are needed in Freshdesk.

### How Aissist works in Freshdesk

Aissist replies on the ticket and applies tags, which your Freshdesk automations can act on. It reads public replies and private notes. When a human should take over, Aissist summarizes the ticket and moves it to the escalation group or the group of the matching handover rule.

<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>

<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>

### In-note commands

Your agents can add a private note with an [in-note command](/capabilities/in-note-command.md) to analyze a ticket, fill ticket fields or evaluate a reply. If you have deployed more than one gateway on this Freshdesk account, turn on **Enable Co-Pilot** on the gateway's **Settings** for the one that should answer the commands.

<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>

### Actions

The same Freshdesk connector can also carry actions that create a ticket in Freshdesk, such as a refund request for your team to pick up. See [Add Actions](/tutorial/add-actions.md).

### Do it with Ask Engine

> Which groups does our Freshdesk gateway manage, and where does it escalate?

Ask Engine answers from the gateway's settings, including whether its connection is still valid.

### Best practice

* Use an admin's API key, so the automation rules can be created and kept up to date.
* Start with one group and a dedicated agent as the actor.
* Close tickets rather than leaving them at Resolved: the **Ticket closed** rule fires on Closed only, and that is when Aissist reviews the conversation.

### Related

* [Deploy](/tutorial/deploy.md)
* [Escalation and Handover](/capabilities/escalation-and-handover.md)