Connect Freshdesk

Prerequisites

• •Your Freshdesk subdomain, such as the account name before .freshdesk.com.
• •A Freshdesk API key from an account with the permissions required by the features you enable.
• •An AIChatVault agent and a defined policy for ticket creation and human escalation.

Connect Freshdesk

• •In Freshdesk, open Profile Settings and copy the API key.
• •In AIChatVault, open the agent, select Integrations and choose Freshdesk.
• •Enter the Freshdesk subdomain and API key, then connect.
• •Run Test Connection to verify credentials, tickets, contacts and any knowledge features you plan to use.

Configure tickets and contacts

• •Choose the group, priority, ticket type, tags and automatic ticket trigger.
• •Choose whether to create a Freshdesk contact and include the conversation transcript.
• •Enable live ticket checking or escalation tools only where they fit your support policy.
• •Map supported AIChatVault lead data into Freshdesk custom ticket fields.
• •Create a test ticket and confirm routing before enabling the integration broadly.

Synchronize support knowledge

• •Enable knowledge-base sync only for content approved for agent use.
• •Choose manual, six-hour or daily synchronization where available.
• •Restrict synchronization to public articles when required.
• •Import canned responses only with an account that has the necessary Freshdesk administrator permission.

How Freshdesk works end to end

1. 01
   A ticket trigger or support tool runs

   The configured rule can react to every captured lead, qualified leads, a manual action or an approved escalation request.

2. 02
   AIChatVault prepares support context

   The integration applies group, priority, type, tags, transcript choice and any custom-field mappings.

3. 03
   Freshdesk receives the contact and ticket

   AIChatVault creates the required contact context and opens the ticket in Freshdesk, then stores its identifier for later status checks.

4. 04
   Support agents work in Freshdesk

   Your team replies, reassigns, prioritizes and resolves the ticket through the existing help-desk workflow.

5. 05
   Ticket activity can return to AIChatVault

   Configured webhooks and live ticket tools can expose supported status, public reply and resolution updates in the related AIChatVault conversation.

6. 06
   Knowledge follows a separate sync path

   When enabled, public knowledge articles and authorized canned responses are imported into the agent knowledge base on the selected schedule.

Two-way updates and disconnecting

• •Configure the provided webhook in Freshdesk when ticket status or public-reply updates should return to AIChatVault.
• •Test the webhook using a non-production ticket.
• •Disconnecting stops new ticket activity and removes synchronized knowledge sources from AIChatVault; existing Freshdesk tickets remain in Freshdesk.