Thunai Voice Agents – Freshdesk Workflow Integration Guide

Available Features in Freshdesk Integration

• Create New Tickets

  Easily raise tickets through the voice 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.

• 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 Voice Agents

Step 1: Enable Workflow in Freshdesk

1. Go to the Application section.
2. Locate and select the Freshdesk app.
3. Enter your API Key and Domain Name.
4. Click Save to apply your settings.

Step 2: Create a Voice Agent

1. Navigate to the Voice Agents menu.
2. Click Create Voice Agent.
3. Fill in the required fields with the necessary information.
4. Click Save to finalize the creation of the voice agent.

Step 3: Configure Workflow for the Voice Agent

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

Step 4: Verify Integration

Once configured, any issue reported via the voice agent will automatically create a ticket in the mapped Freshdesk account/project.

Step 5: Use the Voice Agent Beacon to Report Issues

• Open the Voice Agent Beacon.
• Start speaking to report your issue.
• The voice agent will collect necessary details and raise a ticket in Freshdesk automatically.