Freshdesk AI Ticketing Integration

1. Understanding The Template

We have one Scenario in the flow named AI_Ticketing_Freshdesk.

AI_Ticketing_Freshdesk Scenario Contains:

• Unable to Answer : This event is triggered when the chatbot is unable to provide an answer to the user’s query.
• Request To Human : This event is triggered when the chatbot needs to hand over the conversation to a human agent.
• Transfer To Human : This intent is triggered when user want to connect to human support.

2. Get Your Freshdesk Credentials

To connect your app or chatbot to Freshdesk, you’ll need these:

• FRESHDESK_TOKEN – An API token that lets your app authenticate and interact with Freshdesk.

How to Get Your API Token (FRESH DESK_TOKEN):

1. Log into your Freshdesk account.

1. Click on your profile icon in the upper-right corner and select Profile Settings.

1. Your API KEY will be shown here. Copy it for use.

• FRESHDESK_SUBDOMAIN – This is the first part (subdomain) of your Freshdesk URL. For example, if your Freshdesk URL is https://aicme.freshdesk.com, then aicme is your subdomain.

3. Open Studio & Import the Template

1. Import the template into Studio

For help with template importing, refer to our guide on how to import in Studio.

2. Add Your Config Variable FRESHDESK_TOKEN & FRESHDESK_SUBDOMAIN

4. Test & Run on Emulator

To run the flow, click on Emulator and start testing the flow

5. Check Freshdesk for a generated ticket