Freshdesk integration

Once Freshdesk is connected to Cevanos, your AI agent can look up a customer's tickets and read the replies on them. It can also search your help articles, and open, reply to, resolve and reopen tickets inside the helpdesk your team already uses.

Unlike a Custom Action, you do not define the actions yourself. Cevanos supplies a fixed set of 9: 5 reads and 4 that change something. You choose which of them your agent gets.

The journey at a glance

1. 1Find FreshdeskOpen Integrations, search for Freshdesk and click Connect.
2. 2Connect FreshdeskEnter your domain and API key, then Verify & connect.
3. 3Check the Freshdesk pageSee the Connected status, field mapping, activity and health.
4. 4Choose what it can doTick Workspace and This agent, then Save capabilities.
5. 5Set up Actions and approvalsCheck what can run and which actions wait for approval.
6. 6Try itTest in the Playground with a customer question.

You need two details from Freshdesk: your domain (the “acme” in acme.freshdesk.com) and your personal API key. Collect them in a separate browser tab before you connect.

Find your Freshdesk domain

1. 1Sign in to Freshdesk. In the left sidebar, click the gear icon (Admin).
2. 2Scroll to the Account section and click Helpdesk Settings.

1. 1Read the Helpdesk URL. It looks like acme.freshdesk.com. The part before .freshdesk.com is your domain: acme. You can also read it from the address bar of your Freshdesk tab.

Find your API key

1. 1Click your avatar (the round picture at the top right), then click Profile settings.

1. 1On My Profile Settings, look at the right-hand column and click View API Key.

1. 1Freshdesk asks you to confirm you are a person. Tick I'm not a robot and finish the check yourself.

1. 1Your key appears under Your API Key. Copy it; you paste it into Cevanos when you connect.

If you do not see View API Key

If View API Key is missing, or Freshdesk says your API key is disabled, API key access is off for your agent. An account admin turns it on once:

1. 1In Freshdesk, go to Admin → Team → Agents and click your name in the list.

1. 1On Agent details, click Edit Agent.

1. 1Scroll to the bottom, to Security and permission. Switch API Key access on, then click Update agent.
2. 2Go back to your avatar → Profile settings and find your API key as above.

You now have your Freshdesk domain (for example acme) and your API key ready to paste.

1. 1In the Cevanos dashboard, open your agent and click Integrations in the left sidebar.
2. 2Type Freshdesk in the search box, or look under the Helpdesk section.
3. 3Check the badge on the card. Available means it is not connected yet.

Connecting is done once for the whole workspace. The pop-up has three screens: Before you start, Enter credentials and Connected.

2a. Before you start

1. 1Click Connect on the Freshdesk card. The Connect Freshdesk pop-up opens.
2. 2Read the note: Cevanos checks what you enter against Freshdesk before saving anything. Nothing is saved until you approve it, and you can stop anywhere.
3. 3Click Get started.

2b. Enter credentials

There are four fields. The first two are required; the last two are optional.

1. 1Freshdesk domain: type only the subdomain. For acme.freshdesk.com, type acme, not the full address.
2. 2API key: paste the key you copied. It is shown as dots.
3. 3Default group (optional): leave blank to use Freshdesk's own routing rules.
4. 4Default agent (optional): the Freshdesk agent that escalated tickets get assigned to.
5. 5Click Verify & connect. Cevanos checks the details against Freshdesk first.

2c. Connected

• If the details are correct, the pop-up says “Freshdesk is connected” and “Nothing it can do is switched on yet.”
• If you connected Freshdesk before, a box asks “Switch its previous capabilities back on?”. Click Switch them on to restore them, or skip it.
• Click Choose what it can do to go straight to that step, or Back to integrations to leave.

1. 1Search for Freshdesk on the Integrations page. The badge now says Connected.
2. 2Click the card. Read the header: the status, the category (Helpdesk) and the Choose what it can do button.
3. 3Field mapping lists the fields Cevanos is allowed to read. If a field is not listed, it is never read. On a fresh connection it says “Nothing mapped yet”.
4. 4Activity shows the calls the agent has made, kept for 30 days. It says “Nothing has run yet” on a fresh connection.
5. 5Scroll down to see Connected, Permissions granted, Health and the Test connection button.

Click Choose what it can do on the Freshdesk card or page. A pop-up lists the 9 capabilities. Each row has two checkboxes: Workspace and This agent.

Right after connecting, This agent is ticked for every row and Workspace is not. Only what is ticked in both columns actually runs.

1. 1Workspace: tick it for each capability Freshdesk is allowed to supply at all. This applies to every agent in the workspace.
2. 2This agent: tick it for each capability this agent should use.
3. 3Tick or untick under Reads (look something up) and Does (change something).
4. 4Click Save capabilities, or Cancel to leave without changes.

The Actions page shows what the agent actually has, and lets you decide which changes need a person to approve them first.

1. 1In the left sidebar, click Actions. Under Helpdesk, find the Freshdesk card. It shows how many actions are on, how many are Reads or Does, and how many cannot run.
2. 2Click the card. A panel slides in from the right.
3. 3Use the filter chips (All, On, Reads, Does, Waits for approval, Cannot run) to narrow the list.
4. 4In the box “When this agent does something on Freshdesk”, choose Run without approval or Wait for approval for the Does actions.
5. 5Each action has its own switch. Each Does action also has a dropdown, which defaults to “Waits for approval — Same as the system”.

Once Workspace is ticked and saved, the panel looks like this:

1. 1Open the Playground for your agent.
2. 2Make sure the conversation has a matched customer. The ticket actions need one.
3. 3Ask something that should trigger a Freshdesk action, such as the examples below.
4. 4For an action that changes something, check the Pending actions list if you chose Wait for approval.
5. 5Back on the Freshdesk page, the Activity table shows each call and its result.

Freshdesk supplies 9 capabilities: 5 reads and 4 that change something. Only searching the help articles is open to anyone; everything else needs a matched customer.

9 capabilities · 5 reads · 4 that change something

1. 1Open the Freshdesk page and scroll to the red Disconnect box. Click Disconnect Freshdesk.
2. 2A pop-up asks “Disconnect Freshdesk?”. It lists how many agents are affected and which capabilities stop working for each one.
3. 3Click Yes, disconnect to continue, or Cancel to keep it connected.
4. 4The Freshdesk card goes back to Available with a Connect button. Repeat the Connect step to connect again.
5. 5To stop the API key working at all, click Reset API Key in your Freshdesk profile settings. The old key stops working.