eesel Help Center

Training on Past Freshdesk Tickets

How to train your eesel bot on past Freshdesk tickets

Written by eesel AI Team

Updated over 2 weeks ago

Step 1: Connect Freshdesk to Eesel

Go to your eesel dashboard and click "Add Integration".
Search for Freshdesk.
Follow the steps to authenticate with your Freshdesk account.

Step 2: Write a Ticket Filter Query

Use Freshdesk’s query language to fetch only the tickets you care about (e.g. billing tickets, high-priority issues, etc.). The following is a list of fields you can use to filter your tickets:

Field	Type	Description
`agent_id`	integer	ID of the agent the ticket is assigned to
`group_id`	integer	ID of the group the ticket is assigned to
`priority`	integer	Priority of the ticket (1–4)
`status`	integer	Status of the ticket (e.g. Open = 2, Resolved = 4)
`tag`	string	Ticket tag
`type`	string	Issue type (e.g. Question, Incident, Problem)
`created_at`	date	Ticket creation date (YYYY-MM-DD)
`due_by`	date	Ticket due date
`fr_due_by`	date	First response due date
`updated_at`	date	Last updated timestamp
`custom fields`	mixed	Use `cf_fieldname` or `custom_string` for custom fields like text or checkbox

Example Queries:

Description	Query
Urgent or high-priority tickets	`priority:4 OR priority:3`
Open and pending tickets (second page)	`status:3 OR status:4` (use `&page=2` if using API directly)
High-priority open tickets in group ID 11	`priority:>3 AND group_id:11 AND status:2`
Finance or marketing sector (custom fields)	`(cf_sector:'finance' OR cf_sector:'marketing') AND cf_locked:true`
Urgent tickets created on Jan 1, 2017	`priority:>3 AND created_at:'2017-01-01'`
Tickets due in first week of Oct 2017	`(type:'Question' OR type:'Problem') AND (due_by:>'2017-10-01' AND due_by:<'2017-10-07')`
Problem-type tickets tagged with “marketing”	`type:'Problem' AND tag:'marketing'`
Tickets without any tag	`tag:null`
Urgent tickets with no specified type	`type:null AND priority:4`
Urgent tickets assigned to agents 2 or 3	`(agent_id:2 OR agent_id:3) AND priority:4`
Unassigned tickets	`agent_id:null`
All unresolved tickets	`status:2 OR status:3 OR status:6 OR status:7`
Tickets using a keyword in a single-line custom field	`custom_string:refund`
Multiple keywords (AND / OR)	`custom_string:keyword1 AND custom_string:keyword2` / `custom_string:keyword1 OR keyword2`

Step 3: Preview Sample Tickets

After entering your query in Eesel’s ticket filter input, click the Preview button.
Eesel will fetch a sample of tickets matching your query.
Review the ticket list output carefully to confirm the query selects the desired tickets (e.g., only billing-related tickets).
If the results don’t match your expectations or if you see an error, adjust your query syntax and preview again.

Step 4: Process Tickets for Training

Click the Process Tickets button to start training your AI agent with the filtered tickets.
Once started, you’ll receive an email confirmation when the process completes.
Don’t worry—we’ll notify you if anything goes wrong during processing.