Module 06 · Integrations
Freshdesk
Coming soon
Let Support read Freshdesk tickets, contacts, and solution articles to triage the queue and draft replies. Replies and ticket changes never run from chat. Coming soon.
On this page
Freshdesk is a helpdesk where many teams answer their customers. Once you connect it, Support can read your open tickets, sort them by what hurts most, and draft replies from your solution articles.
Which assistants use it#
| Assistant | Status |
|---|---|
| Support | Coming soon |
What assistants can do#
Freshdesk connects through Freshdesk's own server, at your helpdesk's address.
| Ability | How it runs |
|---|---|
| Read tickets and conversations | Reads on its own |
| Read contacts and companies | Reads on its own |
| Read solution articles | Reads on its own |
| Reply to a ticket or change a ticket | Never run from chat |
Setup (when it opens)#
- Freshdesk's own server is in early access for Enterprise plans. Ask Freshworks to turn it on for your helpdesk.
- In Freshdesk, click your profile picture, open Profile settings, and copy your key.
- Open Integrations in StellarFirm and pick Freshdesk.
- Paste the key and your helpdesk address ending in
/mcp, such ashttps://yourcompany.freshdesk.com/mcp. - Switch on the live option and press Connect.
Permissions#
- The key belongs to your Freshdesk agent profile, so the assistants see the tickets and groups that agent can see.
- Nothing here waits for an Approve because nothing is changed from chat. Support drafts replies in StellarFirm, and you send them from Freshdesk.
- Summaries and bug reports leave out customers' names and emails.
- Reset your key in Freshdesk whenever you want to cut access.
Good to know#
- If Freshdesk says the server is not available, early access is not on for your helpdesk yet. Ask Freshworks.
- Copy your helpdesk address exactly, and include
/mcpat the end.
Prompts to try#
PromptTriage the queue Support, triage the open tickets in Freshdesk by urgency and draft replies for the first three. Do not send anything.
PromptFind a pattern Support, read this week's Freshdesk tickets about [topic] and tell me how many customers hit it and whether a solution article already answers it.