Freshdesk
Create and find tickets and search your Freshdesk knowledge base.
Category
Customer support
Connect with
An API key or token
Tools
4
Get a key
In Freshdesk: profile picture → Profile settings → Your API Key. The key works with that agent's rights: its role must allow seeing and editing tickets and reading knowledge-base articles. A separate agent for ORYVOX is best.
Connect
- 01
Integrations → Freshdesk → Connect.
Open Integrations, find Freshdesk (search, or the Customer support category) and click Connect.
- 02
- 03
Tools
For each tool you choose when it runs. Agents only tools never reach the website chat.
| Tool | What it does | Access | Where |
|---|---|---|---|
| Search knowledge base | Search the Freshdesk solution articles. | Read | Chat and agents |
| Create ticket | Open a support ticket for the visitor. | Write | Chat and agents |
| Get ticket | Status of a ticket by its number (the requester's email must match). | Read | Chat and agents |
| Update ticket | Add the visitor's comment to their ticket. | Write | Chat and agents |
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