Thunai Chat Agents – Freshdesk Workflow Integration Guide

Key Features Available with Freshdesk Integration

• Create New Tickets

  Easily raise tickets through the chat agent interface.

• Link to Similar Tickets

  If a new issue matches an existing one, the agent can link them.

• Check Ticket Details

  View status, priority, and other ticket information directly from the chat interface.

• Update Ticket Priority

  Modify the priority of raised tickets as required.

• Custom Fields Support

  Map custom fields to the agent. After setting the issue type and field mapping, agents will collect this data from users during ticket creation.

• Authorization (Optional Security Layer)

  Enable OTP verification or other authorization methods before allowing users to create or check tickets for enhanced security.

Workflow Integration for Chat Agents

Step 1: Enable Workflow in Freshdesk

• Open the Application section.
• Locate and select the Freshdesk app.
• Enter your API Key and Domain name.
• Click Save to apply your settings.

Step 2: Create a Chat Agent

• Navigate to the Chat Agents menu.
• Click Create Chat Agent.
• Complete the required fields with the necessary information.
• Hit Save to finalize the creation of the Chat Agent.

Step 3: Configure Workflow for the Chat Agent

• Open the Chat Agent you just created.
• Go to the Workflow section.
• From the Application dropdown, select Freshdesk.
• Choose the Freshdesk accounts where tickets should be raised.
• Click Save to apply the changes with custom fields if required.

Step 4: Verify Integration

Once the configuration is complete, any tickets raised through the Chat Agent will automatically be added to the mapped Freshdesk project's account.

Step 5: Start Reporting Issues via the Chat Agent

• Open the Chat Agent beacon.
• Start reporting the issue; it will ask for the required details and raise the ticket in Freshdesk.