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Module 06 · Integrations

Freshdesk

Coming soon

Let Support read Freshdesk tickets, contacts, and solution articles to triage the queue and draft replies. Replies and ticket changes never run from chat. Coming soon.

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Freshdesk is a helpdesk where many teams answer their customers. Once you connect it, Support can read your open tickets, sort them by what hurts most, and draft replies from your solution articles.

Which assistants use it#

AssistantStatus
SupportComing soon

What assistants can do#

Freshdesk connects through Freshdesk's own server, at your helpdesk's address.

AbilityHow it runs
Read tickets and conversationsReads on its own
Read contacts and companiesReads on its own
Read solution articlesReads on its own
Reply to a ticket or change a ticketNever run from chat

Setup (when it opens)#

  1. Freshdesk's own server is in early access for Enterprise plans. Ask Freshworks to turn it on for your helpdesk.
  2. In Freshdesk, click your profile picture, open Profile settings, and copy your key.
  3. Open Integrations in StellarFirm and pick Freshdesk.
  4. Paste the key and your helpdesk address ending in /mcp, such as https://yourcompany.freshdesk.com/mcp.
  5. Switch on the live option and press Connect.

Permissions#

  • The key belongs to your Freshdesk agent profile, so the assistants see the tickets and groups that agent can see.
  • Nothing here waits for an Approve because nothing is changed from chat. Support drafts replies in StellarFirm, and you send them from Freshdesk.
  • Summaries and bug reports leave out customers' names and emails.
  • Reset your key in Freshdesk whenever you want to cut access.

Good to know#

  • If Freshdesk says the server is not available, early access is not on for your helpdesk yet. Ask Freshworks.
  • Copy your helpdesk address exactly, and include /mcp at the end.

Prompts to try#

PromptTriage the queue
Support, triage the open tickets in Freshdesk by urgency and draft replies for the first three. Do not send anything.
PromptFind a pattern
Support, read this week's Freshdesk tickets about [topic] and tell me how many customers hit it and whether a solution article already answers it.