Freshdesk Integration: unresolved conversations become tickets
Create and look up Freshdesk tickets from chat and voice conversations so unresolved requests reach your support queue with the transcript attached. Connect with API key in the Botcadence dashboard, map the fields you care about, and every qualifying conversation on web chat, WhatsApp, Instagram or the phone lands in Freshdesk with the transcript.
What is the Freshdesk Integration integration?
The Botcadence Freshdesk integration uses your Freshdesk domain and API key to create tickets from chat and voice conversations the AI agent cannot close, with the transcript and captured fields attached, and to look up ticket status when a customer asks. It runs inside workflow automation on chat agents and voice agents.
Key Benefits
What the Freshdesk connector does
Tickets with context
Subject, description, transcript summary and contact details are filled in; agents do not start from a blank ticket.
Status lookup
A customer asking "any update?" gets the ticket status read back from Freshdesk without a human checking.
Workflow step
Ticket creation is a workflow action, so you decide which intents open a ticket and which stay with the agent.
Deflection stays honest
The agent resolves what it can from your knowledge base and opens a ticket for the rest, so nothing is silently dropped.
How It Connects
How the Freshdesk integration connects
Connect Freshdesk
Enter your Freshdesk domain and the API key from Profile Settings; Botcadence checks access before saving.
Choose the triggers
Pick which conversation outcomes open a ticket: explicit requests, handoff, unresolved after N turns, or specific intents.
Set ticket defaults
Choose group, priority and type defaults and which conversation fields go into the description.
Test and go live
Run a test chat that ends in a ticket, check it in Freshdesk, then enable the rule on live channels.
See a conversation land in Freshdesk
Book a demo and we will connect a test Freshdesk account, run one chat or call, and show the ticket it creates.
Use Cases
Workflows teams run with Freshdesk
After-hours support
Night-time chats and calls that need a person become morning tickets with everything the customer already said.
Order and account issues
The agent answers from the knowledge base, and opens a ticket with the order number when the case needs an agent.
Status updates
Customers check ticket status on WhatsApp or web chat without emailing support again.
Data flow
What Botcadence writes to Freshdesk
| Botcadence | Freshdesk | When |
|---|---|---|
| Contact name, email, phone | Requester on the ticket | Ticket creation |
| Intent, summary, transcript | Ticket subject and description | Ticket creation |
| Captured fields (order number, account) | Ticket description | Ticket creation |
| Ticket number | Read back to the customer | Status lookup |
Plans
Plan availability
Helpdesk connectors are available on every paid plan (Starter $29, Growth $79, Business $199 and Voice AI $249) and on Enterprise. The Free plan can connect Zapier and webhooks. See pricing.
Common Questions
Freshdesk integration FAQ
No. Botcadence answers the first line and creates tickets for what needs a person; Freshdesk stays the system where your team works tickets.
Any plan that provides an API key in Profile Settings. Check Freshdesk's current API limits for your tier.
The connector creates tickets and looks them up. Updates and closures stay in Freshdesk.
Ticket creation is included on all paid plans and on Enterprise; you also need a Freshdesk plan that issues an API key. Botcadence plans are compared on pricing.
Connect Botcadence to Freshdesk
Start on the Free plan, connect Freshdesk with API key, and run one workflow before you expand.