Freshdesk integration
Turn chatbot hand-offs into Freshdesk tickets
intoCHAT's AI agent handles the questions your content already answers. The ones that need your team arrive in Freshdesk as open tickets, with the visitor as the requester and the whole story attached. Resolved tickets can then train the agent.
How intoCHAT and Freshdesk work together
Most teams that run Freshdesk want two things from a website chatbot: fewer repetitive tickets, and better tickets for the questions that still need a person. The intoCHAT integration covers both with a single Freshdesk API key. When a visitor asks for a person and your agent hands the conversation off by email, intoCHAT also creates a Freshdesk ticket a few seconds after the agent's reply. The visitor's email address becomes the requester, so your agents reply from Freshdesk the way they always do and the answer lands in the visitor's inbox. The ticket description holds the agent's summary of the request, three to five AI-written bullet points, the page and country, the last 30 messages and a link to the full conversation in intoCHAT. The ticket is Open, with Low priority unless your ticket fields say otherwise, and tagged intochat so you can filter or build automations on it. In the other direction, from the Starter plan, the agent can learn from tickets your team has already resolved. intoCHAT reads Resolved and Closed tickets, keeps the customer's question and your team's public replies, removes personal data, and saves each one as knowledge. Notes and private replies are never read further. The connection doesn't sync back: replies, status changes and notes you add in Freshdesk stay in Freshdesk.
Set up the Freshdesk integration
Switch on hand-off by email
On your agent's Setup tab, turn on Offer hand-off by email under Hand-off to your team and save. A Freshdesk ticket is only ever created alongside a hand-off by email.
Copy your Freshdesk API key
In Freshdesk, click your profile picture, open Profile settings, click View API key, complete the check Freshdesk asks for and copy the key. The key acts as you, so use the profile of an agent who can create tickets.
Connect Freshdesk in intoCHAT
In the Helpdesk tickets card on the Setup tab, choose Freshdesk, enter your address such as acme.freshdesk.com and paste the key. Click Test and connect: intoCHAT reads your own agent profile to check the key and saves nothing until that works.
Choose ticket fields
Click Add ticket fields to set a priority, group, ticket type, tags or your custom ticket fields on every new ticket. intoCHAT lists the fields from your Freshdesk account, and each value can be fixed text or a variable such as {{conversation.page}}.
Test, then import resolved tickets
Ask the agent for a person in the Playground: a real ticket appears in Freshdesk with [Test] at the start of the subject. Then, on the Knowledge tab, preview and import resolved tickets if you want the agent to learn from them.
Example: the description of a Freshdesk ticket
Subject: [Kitchen Help] Chat hand-off: My blender arrived with a cracked jar, order 48213. Can I get a replacement?
A visitor asked for a person in the chat with Kitchen Help. Reply to them by email: marco@example.com
What they need
The blender jar arrived cracked. The visitor wants a replacement jar or a new blender.
Summary
- Received the blender with a cracked jar and wants a replacement
- The AI explained the returns policy, but can't arrange replacements
- Order number given: 48213
- Contact email given: marco@example.com
Visitor
Email: marco@example.com
Page: https://www.example.com/help/returns
Country: Italy
Conversation (last 4 messages)
Visitor: My blender arrived with a cracked jar, order 48213. Can I get a replacement?
AI: I'm sorry about that. I can't arrange a replacement myself, but I can pass this to our team by email so they can sort it out. Which address should they write to?
Visitor: marco@example.com
AI: Done. The team has your message and will reply to marco@example.com.
In intoCHAT
https://www.intochat.ai/chatbots/…/edit?tab=activity&conversation=…Headings and the AI summary are always in English; the subject and the conversation keep the visitor's words. Freshdesk receives this as the ticket description, with a link to the conversation, plus the intochat tag and any ticket fields you mapped.
What the integration does in Freshdesk
Replies go to the visitor
The address the visitor gave for the hand-off is the ticket's requester, with their name when your lead form or identity verification knows it. Freshdesk's own notifications to the requester still apply.
Open, Low, tagged intochat
Every ticket starts Open with Low priority and the intochat tag. Set another priority through ticket fields, for example High for an agent that only handles billing questions.
Type, group and custom fields
Map Freshdesk's custom ticket fields, tags, priority, group and ticket type. Fixed values are checked against the field when you save; variables are filled in for each conversation.
Context your agents can scan
Three to five bullet points in English sum up the request and what the AI already said, above the last 30 messages. Your agents read one description instead of scrolling a chat log.
Learns from resolved tickets
From Starter, import Freshdesk tickets resolved in the last 30, 90 or 365 days: up to 200 per agent on Starter, 1,000 on Pro and 5,000 on Enterprise.
Notes stay out of the knowledge
Private replies and all notes, private or public, are skipped. Email addresses, phone numbers, order and account numbers and names in greetings are replaced before anything is saved.
Daily or weekly sync
Auto-sync checks for newly resolved tickets once a day or once a week and retrains a ticket whose text changed. A sync never deletes tickets.
Admins hold the key
Only the account owner and admins can connect or disconnect Freshdesk. The key is stored encrypted; the card shows only its last four characters.
What the Freshdesk integration doesn't do
- It doesn't sync back. Replies, status changes and notes in Freshdesk don't appear in intoCHAT; the conversation there links to the ticket instead.
- It only creates tickets for hand-offs by email, not for chats your team takes over in intoCHAT's live chat.
- It creates one ticket per conversation. A second hand-off in the same conversation sends another email to your team, but no new ticket.
- Each agent connects one helpdesk. If one team uses Freshdesk and another uses a different helpdesk, give each its own agent.
- If Freshdesk takes longer than 10 seconds to answer, or is limiting requests, that ticket is skipped and not retried. The hand-off email still reaches your team.
- Ticket fields are capped at 25 per agent and 500 characters per value, with up to 10 tags per ticket. Multi-select fields aren't offered.
- Ticket import reads only the first 10 replies of each ticket and only public replies from your team. It is included from the Starter plan.
Frequently asked questions
Do I have to switch away from Freshdesk to use intoCHAT?
No. intoCHAT is the AI agent on your website; Freshdesk stays where your team works. The agent answers what it can from your own content, and conversations that need a person become Freshdesk tickets your agents handle as usual.
Which Freshdesk address do I enter if our help center has its own domain?
Always the .freshdesk.com address, for example acme.freshdesk.com, even if customers see your help center at support.yourcompany.com. Freshdesk's API only answers on the .freshdesk.com address.
Whose API key should I use?
The key acts as the person it belongs to, so use the profile of an agent who is allowed to create tickets. When you connect, intoCHAT reads that agent's own profile to check the key. If you later replace the key in Freshdesk, click Replace credentials in the card and paste the new one.
Which intoCHAT plan do I need?
Creating Freshdesk tickets for hand-offs works on every plan, including Free. Importing resolved Freshdesk tickets as knowledge is included from Starter, with up to 200 tickets per agent on Starter, 1,000 on Pro and 5,000 on Enterprise. Imported tickets count toward the agent's training characters.
What status and priority do the tickets get?
Each ticket is created with the status Open and the priority Low, and tagged intochat. If you map Priority under Ticket fields, your value is used instead. You can also set the group, the ticket type, extra tags and your custom fields.
What happens if Freshdesk rejects one of my field values?
If Freshdesk refuses the ticket because of its fields, for example a group that no longer exists, intoCHAT sends the ticket once more without the mapped fields and tags, so the hand-off still gets its ticket. The card then shows a warning until a later ticket's fields are accepted or you save the fields again.
Which parts of a Freshdesk ticket does the agent learn from?
The ticket's subject and the customer's first message become the question, and your team's public replies become the answer. Private replies and all notes are skipped, quoted earlier emails are cut off, and only the first 10 replies of a ticket are read. Tickets without a public reply from your team are left out.
Are long Freshdesk tickets sent to an AI?
Only if you leave the condensing option on. A long conversation, over about 3,000 characters or with more than three replies from your team, is redacted first and then sent to OpenAI to be rewritten as one question and answer, which is checked for personal data again. Short tickets are never sent, and with the option off no ticket is.
Will replies from Freshdesk show up in the chat?
No. There is no two-way sync. Your team replies from Freshdesk and the visitor receives the answer by email. In intoCHAT, the handed-off conversation shows Ticket # with a link that opens the ticket in Freshdesk, and the handoff.requested webhook includes the ticket number and link.
See it answer from your own website
Paste your website address and chat with an agent built from your pages. It takes about a minute.
Create your agent freeFree plan, no credit card needed.