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AurionAI

Freshdesk

4 min readBy Emmanuel Yazbeck

Connect Freshdesk as your customer service tool. The AI voice agent then finds your customers and creates their tickets in Freshdesk.

Availability: AI Voice profile, when your organization uses a customer service tool. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • The page shows the Helpdesk Integration section. It appears when your organization chose a customer service tool during onboarding. The Helpdesk and AI Voice + Helpdesk profiles use the built-in AurionAI CS helpdesk instead.
  • Your Freshdesk address, for example northwind.freshdesk.com. You need only the first part: northwind.
  • A Freshdesk API key. Freshdesk shows it in the profile settings of an agent.

Connect Freshdesk

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. In the Helpdesk Integration section, select Set up a helpdesk provider. If a tool is already connected, select Edit credentials on its card.
  4. In Provider, select Freshdesk.
  5. In Domain, type the first part of your Freshdesk address. The dialog shows the full address under the field. If you type an address with a dot, AurionAI uses it as it is.
  6. In API Key, paste the API key.
  7. Select Save.

The helpdesk dialog with the Freshdesk fields.

AurionAI tests the connection when you save. The first time you save, AurionAI opens the field mapping. Read Map provider fields.

When a key is saved, the API Key field shows Credentials stored (enter new key to replace). Leave it empty to keep the saved key.

Test the connection and create a test ticket

  • Select Test connection on the Helpdesk Provider card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real ticket in Freshdesk. Delete it in Freshdesk afterwards. This works only after a successful connection test.

Change or remove the connection

  • To replace the API key, select Rotate CS credentials. The helpdesk dialog opens. Paste the new key and select Save.
  • To remove the connection, select Remove integration and confirm. This deletes the connection, the field mappings and the connection data. You cannot undo this.

To copy your Freshdesk contacts into AurionAI, read Contacts from your CS tool.

Result

The card shows Freshdesk and Connected. Calls that start after you save use the new settings.

Rate limit

AurionAI expects a limit of about 50 requests per minute. The real limit depends on your Freshdesk plan. When Freshdesk refuses a request because of this limit, AurionAI waits and tries again, up to three times. During busy periods, the voice agent can take a little longer to answer.

If something goes wrong

  • Invalid credentials. Check your API key. Freshdesk refused the API key. Copy the key again from Freshdesk.
  • Cannot reach the provider. Check the domain and network. AurionAI cannot reach the address. Check the domain.
  • Account not found. Check the domain. The domain is wrong. Correct it and save.
  • The provider refused access. Check the permissions of the agent or token. The agent of the key lacks access, or your Freshdesk account is suspended or expired.
  • Too many requests to the provider. Wait a minute, then test again. Freshdesk's rate limit is reached. Wait a minute and test again.
  • Connection failed. Review diagnostics. Read the Diagnostics box on the card.
  • Save stays inactive. Type the domain.
  • Ticket test failed, with a message that the connection is not verified. Correct the domain and the API key, save, and test the connection. Then create the test ticket.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the domain. Paste the API key again, then save.
  • The Helpdesk Integration section is missing. Your organization uses the built-in AurionAI CS helpdesk, or an ITSM tool. Read Connect your ITSM and CS tools.

Still stuck? Submit a request or .