Freshdesk Integration

Modified on Thu, 4 Jul at 11:25 AM

This guide will help you integrate Freshdesk with Insighto.ai to automatically create tickets from form submissions. By following these steps, you can streamline your support process and ensure that customer inquiries are efficiently managed.

Prerequisites

A Freshdesk account
Access to the Insighto.ai dashboard
Freshdesk API keys and domain

Steps to Generate Freshdesk API Key and Domain

To configure Freshdesk integration on Insighto.ai, you need to obtain your Freshdesk API key and domain.

Log in to your Freshdesk account.
Navigate to your Profile Settings - Click on your profile picture in the top-right corner and select 'Profile Settings.'
Locate the API Key - Under 'Your API Key,' copy the key provided.
Find your Freshdesk Domain - The domain is the first part of your Freshdesk URL (e.g., if your Freshdesk URL is https://yourdomain.freshdesk.com, then yourdomain is your Freshdesk domain).

For more details, visit the Freshdesk documentation on API Key generation here [Link].

Setting Up Freshdesk

To set up Freshdesk, go to the Tools section under AI Agents from the sidebar. Click on the Set Up button under Freshdesk to begin the integration process.

2. The Setup Your Tool dialog box appears. Click on Start New to initiate the configuration.

3. Enter a name for the integration. Next, input the API key and domain you obtained from your Freshdesk account and click Create.

4. Select the function for the integration (i.e., create a ticket). Click Save.

Linking Your Tool to the Form

5. Next, you need to assign the tool to the corresponding form. Go to AI Agents > Forms from the sidebar.

6. If you haven’t created a form yet, click on the Add a Form button. For this example, we will create a Customer Support Query form.

7. To link the form, click on Assign Tool under the Operations tab.

8. Choose Freshdesk from the dropdown menu. Input the necessary details:

Tool Configuration: Select the name you entered in Step 3 (e.g., Fresh desk setup).

Function: Choose the integration function (i.e., create a ticket).

Form Fields: Map the form fields to the relevant Freshdesk fields for accurate results (e.g., Email, Subject, and Description).

Click Save.

By following these steps, you can seamlessly integrate Freshdesk with Insighto.ai to automate ticket creation from form submissions. This integration will help you manage customer inquiries more effectively, ensuring that no request goes unnoticed.

For further assistance, feel free to contact our support team.