Freshdesk Integration with Thunai

Overview:

Freshdesk is a customer support platform that helps businesses manage customer interactions across various channels, including email, phone, chat, and social media. Integrating Freshdesk with Thunai, Thunai's AI-driven automation and workflow capabilities can enhance customer support operations, reduce manual work, and improve response times


Key Features:

Automated Ticket Management

Smart Escalation

Seamless Multi-Channel Support

Automated CRM Updates

Analytics and Reporting

Multi-Lingual Support


Step 1: Log into Thunai and Connect Freshdesk

  1. Open the Thunai application.
  2. In the left-hand menu, click on “Applications” and select “Freshdesk.”

  1. Click the “Connect” button next to Freshdesk.
  2. In the form that appears, enter the following details:
  • Domain Name: Your Freshdesk domain (e.g., yourcompany.freshdesk.com)
  • API Key: Refer to Step 2 below for instructions on how to obtain this.

  1. Click “Save.”



Step 2: Retrieve Your Freshdesk API Key

  1. Log in to your Freshdesk account as an administrator or agent.
  2. Click on your profile icon (top-right) and select “Profile settings”.

  1. Click “View API key”.

Click “Copy API Key”.

Then, paste the copied key into the API Key field in Thunai (from Step 1) and then click connect to complete the setup.

Integration with Agents

Freshdesk can be integrated with Chat, Voice, and Email Agents to simplify ticket management. This integration allows users to create, update, and track support tickets directly from agents without switching to the Freshdesk portal.

Supported Agents & Features

1. Chat Agents

  • Create New Tickets – Raise support tickets directly from the chat interface.
  • Link to Similar Tickets – Detect and connect to existing similar tickets.
  • Check Ticket Details – View ticket status, priority, assigned agent, and other details.
  • Update Ticket Details – Edit or update existing ticket information from chat.
  • Custom Fields Support – Map custom fields (like issue type, category, product). Agents will collect this information during ticket creation.
  • Authorization (Optional) – Add OTP verification or other methods before users can create or check tickets.

2. Voice Agents

  • Create New Tickets – Generate tickets via voice commands.
  • Link to Similar Tickets – Match and link related tickets automatically.
  • Check Ticket Details – Retrieve ticket details (status, priority, assignee) through voice.
  • Update Ticket Details – Modify ticket information using voice inputs.
  • Custom Fields Support – Capture mapped custom field values through voice prompts.
  • Authorization (Optional) – Use OTP or voice authentication to secure ticket actions.

3. Email Agents

  • Create New Tickets – Open tickets by sending emails to the agent.
  • Link to Similar Tickets – Detect and link similar tickets automatically.
  • Check Ticket Details – Get ticket status and details via structured email response.
  • Update Ticket Details – Update ticket attributes by sending email instructions.
  • Custom Fields Support – Collect mapped custom field values from email inputs.
  • Authorization (Optional) – Enable OTP or email-based authentication for secure access.

Configuration

  1. Create & Configure Common Agents
    • Set up Chat, Voice, or Email agents based on your requirements.

👉 Learn how to create & configure agents

  1. Set Workflow & Map with Freshdesk
    • Configure workflows (ticket routing, priority handling, escalations) as per your support process.
    • Map workflows with the Freshdesk application for seamless ticket handling.

👉 Learn more about workflows here

Once configured, users can manage Freshdesk tickets end-to-end via Chat, Voice, or Email agents, ensuring faster resolution and improved customer support.

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