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Configuring a Freshdesk AI Agent with eesel AI
Configuring a Freshdesk AI Agent with eesel AI

This guide outlines the steps to integrate Freshdesk with eesel AI using webhooks. This integration enables automated workflows by triggering requests to eesel AI upon ticket creation and updates.

Patrick Teen avatar
Written by Patrick Teen
Updated over a month ago

Prerequisites

  • Admin access to your Freshdesk dashboard

  • Your eesel API key (provided by support)

Step 1: Access Freshdesk Automations

  1. Log in to your Freshdesk account.

  2. Navigate to Admin > Workflows > Automations.

Step 2: Configure Webhook for Ticket Creation

  1. Under Ticket Creation, click New Rule.
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  2. Define any conditions under which the AI agent should be called.

  3. In the Actions section, choose Trigger Webhook.

  4. Set up the webhook with the following details:

    • Request Type: POST

    • Target URL: https://oracle.eesel.app/integrations/freshdesk/webhook

    • Custom Headers:

      {   "Authorization": "Bearer EESEL_API_KEY" }

    • Content Fields: Include the following fields:

      • Ticket ID

      • Subject

      • Description

      • Contact Name

      • Contact Email


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Step 3: Configure Webhook for Ticket Updates

  1. Under Ticket Updates, create a new rule.

  2. To prevent eesel attempting to trigger itself, it is important to ensure you select 'Action performed by requestor' as the trigger.

  3. Repeat the configuration steps from Step 2, using the same endpoint and request structure.

Step 4: AI Agent Integration Scenarios

Scenario 1: Simple AI Agent Responses

This setup enables eesel AI to respond to tickets automatically when they are created or updated.

  1. Configure the webhook for Ticket Creation and Ticket Updates to send ticket data to eesel AI.

  2. eesel AI will analyze the ticket and, if appropriate, generate a response.

  3. The AI-generated response is posted directly within the Freshdesk ticket as a reply.

Scenario 2: AI Agent Triage with Responses

This setup allows eesel AI to categorize and prioritize tickets first, then optionally respond when triggered by an update.

  1. Configure the webhook for Ticket Creation to send ticket data to eesel AI.

  2. eesel AI will process the ticket by categorizing and tagging it, without responding initially.

  3. Configure a webhook for Ticket Updates to trigger eesel AI when a specific event occurs (e.g., when the tag from the triage has been applied).

  4. Upon this update, eesel AI can provide a response if required.

Step 5: Save and Test the Integration

  1. Save the automation rules.

  2. Create or update a ticket in Freshdesk to verify that the webhook is triggered and data is sent to eesel AI.

Once successfully configured, eesel AI will be able to process Freshdesk tickets automatically, enhancing support efficiency and enabling AI-driven ticket management.

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