ChatPilot
Integrations

Freshdesk

For support teams on Freshdesk: a customer's tickets next to their chat, and a ticket filed from a chat whose status comes back to that chat.

Freshdesk is a helpdesk. ChatPilot reads your customers (contacts) and their tickets through Freshdesk's own REST API, and files a ticket from a chat when you press File. No MCP server is needed.

Connect it

  1. In Freshdesk: your profile picture → Profile settings → View API key, and copy it.
  2. In ChatPilot: Settings → Integrations → ＋ Add system → Freshdesk (marked API key).
  3. Enter Your Freshdesk address (for example yourcompany.freshdesk.com).
  4. As the key, enter the API key followed by :X, like abc123:X.
  5. Click Connect. ChatPilot reads the latest tickets once and only then adds the system.

Use it for a customer

Bind the customer's chat to it (Live data in a chat): ChatPilot finds the customer by the chat's e-mail address. The chat then shows their latest ticket and its status.

File a ticket from a chat

In the chat: ⋯ More → Send to… → File a ticket, or let Ask ChatPilot write it in the chat's discussion. The card shows the subject, the description, the priority, the customer's name, e-mail address and phone number from their card in People, and the chat it comes from; check them and press Run. Freshdesk needs the customer's e-mail address or phone number.

The ticket gets the customer as requester and the chat's name at the end of its text, so you can see where it came from. Whether Freshdesk mails the customer about a new ticket is up to your Freshdesk automations.

The chat then shows the ticket with its status; click it to open the ticket in Freshdesk. ChatPilot checks it every 10 minutes: when its status changes or someone writes on it, you get a message and a suggested update for the customer in their chat. That is a draft: nothing goes to the customer until you send it.

Your team's figures

For the whole helpdesk, not one customer, ChatPilot reads how many tickets were created in a period, how many are open or pending now, the open and pending tickets with their due times, and when the newest tickets got their first response and were resolved. Ask Ask ChatPilot ("How fast do we answer?"), or add one of the ready-made pages from 📊 Reports → Ready-made: Tickets in and out, Response and resolution times and Overdue tickets. Freshdesk's filter shows at most 30 tickets at a time, so Tickets in and out lists a long period only in part; its count is complete.

For a customer's chat there are two monitors, Ticket pending and Ticket past its due time, and a Weekly ticket overview report. All of them are off until you switch them on.

Apart from filing a ticket, reading is all ChatPilot does in Freshdesk.

Their documentation: Freshdesk API.

Checked against ChatPilot 0.1.0b5. Report a problem with this page