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Freshdesk

Enable your AI agent to create support tickets, check ticket status, search your knowledge base, and seamlessly hand off to live agents when needed.

6 min read

Updated February 2026

Overview

The Freshdesk integration connects your AI agent to your Freshdesk helpdesk. Your chatbot can create tickets, help customers track their issues, search your knowledge base, and escalate to live agents when needed.

Ideal for support teams using Freshdesk who want to automate tier-1 support while maintaining clear escalation paths.

Available Actions

ActionDescription
Create TicketCreate a new support ticket with conversation context
Get Ticket StatusLook up the status of an existing ticket
Update TicketAdd a comment or note to an existing ticket
Search Knowledge BaseSearch your Freshdesk knowledge base for relevant articles
Live Agent HandoffTransfer the conversation to a live Freshdesk agent

Prerequisites

Before setting up the Freshdesk integration, you'll need:

  • A Freshdesk account (any plan)
  • Admin or agent access to get your API key
  • Your Freshdesk domain

Setup Instructions

Step 1: Get Your API Key

  1. Log in to your Freshdesk account
  2. Click your profile icon in the top right
  3. Select Profile settings
  4. In the right sidebar, find Your API Key
  5. Click View API key
  6. Copy the API key
API Key Per User
Each Freshdesk user has their own API key. Actions will be performed as the user whose API key is used.

Step 2: Enable in ChatSpark

  1. In ChatSpark, go to AI Actions
  2. Find Freshdesk in the Library and click Enable
  3. Select the chatbot(s) that should have access
  4. Enter your Domain and API Key
  5. Click Save

Configuration Fields

FieldDescriptionExample
DomainYour Freshdesk domain (without .freshdesk.com)yourcompany
API KeyYour Freshdesk API keyxxxxx...

Testing Your Integration

After setup, test the integration:

  1. Open your chatbot widget
  2. Try asking: “I need to submit a support ticket”
  3. The AI should collect details and create a ticket in Freshdesk

Other test queries:

  • “Check the status of my ticket”
  • “Search for help articles about billing”
  • “Connect me to a support agent”

Troubleshooting

Invalid API key

Check that you copied the full API key from your profile settings. Freshdesk API keys are case-sensitive.

Domain not found

Enter only the subdomain, not the full URL. For example, if your Freshdesk URL is yourcompany.freshdesk.com, enter just yourcompany.

Permission denied

Some actions require admin privileges. If certain actions fail, ensure you're using an API key from an account with appropriate permissions.

Need Help?
If you're having trouble with the Freshdesk integration, contact our support team with your domain and we'll help you troubleshoot.

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