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Integrating Freshdesk with Chatbase allows your custom agent to automatically escalate complex customer issues to your human support team by creating a ticket directly in Freshdesk. The AI agent generates a Freshdesk ticket that includes a clear summary of the user’s issue along with the relevant conversation context. This ensures that when a case requires human attention, your support team receives all the necessary information upfront, eliminating the need for customers to repeat themselves. The AI handles routine inquiries instantly, and when escalation is needed, Freshdesk becomes the system where your human agents step in to resolve the issue. This guide will walk you through the steps required to connect your agent to Freshdesk and configure automated ticket creation for smooth handoffs to your support team.

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Setup Guide

Here’s how to integrate a Chatbase agent with your Freshdesk account

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Step 1: Connect to Freshdesk

  • Login to your Chatbase dashboard
  • Select your Agent
  • Choose Settings
  • Select Integrations
  • Click Connect under Freshdesk

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Step 2: Locate Your Freshdesk API Key & Subdomain

To authorize the integration, you’ll need your Freshdesk subdomain and API key. Find your Freshdesk API Key:
  1. Log in to your Freshdesk account.
  2. Click your profile picture (top-right corner).
  3. Select Profile Settings.
  4. On the right-hand side, locate Your API Key.
freshdesk

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Step 3: Create ‘Escalate to human’ actio

Now you’re ready to configure your Escalate to Human action to route tickets to Freshdesk. You can follow this step-by-step guide to set up the action properly.
That’s it! Your Freshdesk integration is now fully set up and ready to go. Whenever human intervention is required, your Chatbase agent will automatically create a ticket in Freshdesk with a summary of the user’s issue and relevant context, allowing your support team to step in and resolve the case seamlessly.