Freshdesk
File tickets with full context and check ticket status from the chat.
With Freshdesk connected the agent files tickets with full context and checks the status of existing ones.
What the agent can do
| Action | What it does | Inputs collected |
|---|---|---|
| Create Freshdesk ticket | Creates an open, low-priority ticket with the visitor's email, a subject and the details. | Email, subject, details |
| Check Freshdesk ticket status | Reports the status, subject and last update. Statuses are explained to the agent: open, pending, resolved, closed. | Ticket number |
Connect Freshdesk
Enable API access for an agent
In Freshdesk an admin goes to Admin (gear) → Team → Agents, opens the agent, turns on API access and saves. A dedicated agent with ticket permissions only is the safest choice; the bot acts as this agent.
Copy the API key
Signed in as that agent, click the profile picture → Profile settings → View API Key (it may ask for the password) and copy it.
Paste it into PepoChat
Open App Integrations → Freshdesk, enter your subdomain (the part before
.freshdesk.com; pasting the full address works too) and the key, tick the actions, and click Add actions.Test, then enable
Test the status check with a real ticket number, then switch the actions on.
Example
Visitor: Any update on ticket 4812?
Agent: Ticket 4812, "Invoice shows the wrong company name", is pending and was last updated yesterday. Would you like me to add anything to it?
Something missing or wrong on this page? Tell us and we will fix it.