FreshDesk Integration

Create support tickets automatically when customers report issues or need assistance.

Introduction

The FreshDesk integration automatically creates support tickets in your FreshDesk helpdesk when customers report issues or need assistance during conversations. This ensures that support requests are properly tracked and managed in your helpdesk system without manual ticket creation.

Purpose: Automate support ticket creation from customer conversations, ensuring all support requests are captured and tracked in FreshDesk.

Motivation: Support teams need all customer issues tracked in their helpdesk system. This integration eliminates the need for manual ticket creation by automatically generating tickets when customers report problems or request assistance during conversations.

Capabilities

Automatic Ticket Creation

When customers report issues or request assistance during conversations, the AI Agent automatically creates a support ticket in FreshDesk. The ticket includes conversation context, customer information, and relevant details about the issue.

Ticket Tagging

Tickets are automatically tagged based on your configuration, making it easy to categorize and route tickets to the appropriate support teams or agents.

Conversation Context

Tickets include full conversation context, allowing support agents to understand the customer’s issue without needing to review the conversation separately.

Configuration

Prerequisites

• Active FreshDesk account
• FreshDesk API key
• Admin access to FreshDesk

Connect FreshDesk

1. Get FreshDesk API Key

   • Log in to your FreshDesk account
   • Go to Profile Settings > API
   • Copy your API key

2. Get Your FreshDesk Domain

   • Your FreshDesk domain is the subdomain in your FreshDesk URL
   • For example, if your URL is https://yourcompany.freshdesk.com, your domain is yourcompany

3. Configure in LiveTok

   • Go to Dashboard > Connect
   • Find FreshDesk in the available tools
   • Click Configure
   • Enter your Domain (e.g., yourcompany)
   • Enter your API Key
   • Enter Tags (comma-separated tags to apply to tickets, e.g., support,chat,livetok)
   • Click Save

4. Verify Connection

   • Check that FreshDesk is listed under “Configured Tools”
   • Test by having a customer report an issue in a conversation

Configuration Settings

• Domain: Your FreshDesk subdomain (without .freshdesk.com)
• API Key: Your FreshDesk API key
• Tags: Comma-separated list of tags to automatically apply to created tickets

Once configured, support tickets will be automatically created when customers report issues during conversations.