Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Dialog Task
Working with User Intent & Dialog Node
Working with Entity Node
Supported Entity Types
Working with Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Working with Message & Confirmation Nodes
Working with Service Node
Implementing Custom Authentication
Enabling 2-way SSL for Service nodes
Working with Script Node
Working with Agent Transfer Node
Working with WebHook Node
Defining Connections & Transitions
Managing Dialogs
Prompt Editor
Context Object
Session and Context Variables
Action & Information Task
Working with Action Tasks
Working with Information Tasks
Establishing Flows
Alert Tasks
Working with Alert Tasks
Managing Ignore Words and Field Memory
Knowledge Tasks
Building Knowledge Graph
Importing and Exporting Bot Ontology
Knowledge Extraction
Natural Language
Machine Learning
ML Model
Fundamental Meaning
Knowledge Graph Training
Ranking and Resolver
NLP Detection
NLP Settings and Guidelines
Bot Intelligence
Dialog Management
Context Management
Amend Entity
Multi-Intent Detection
Default Conversations
Channel Enablement
Test & Debug
Talking to Bot
Utterance Testing
Batch Testing
Recording Conversations
Publishing your Bot
Analyzing your Bot
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
Sentiment Analysis
Tone Analysis
Sentiment Management
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
API Guide
API Overview
API List
SDK Overview
SDK Configuration
SDK Security
SDK App Registration Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Using the BotKit SDK
Installing the BotKit SDK
Events for the BotKit SDK
Functions for the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Web Socket Connect & RTM
Bot Administration
Bots Admin Console
User Management
Managing Your Users
Managing Your Groups
Role Management
Bots Management
Inviting Users
Sending Bulk Invites to Enroll Users
Importing Users and User Data
Synchronizing Users from Active Directory
Security & Compliance
Using Single Sign-On
Cloud Connector
Bot Store
Creating a Bot Account
Adding a Bot
Choosing a Channel for a Bot
Interacting with a Bot
Setting Up Web Service Alerts
Setting Up RSS Alerts
Setting Up the Webhook Bot
Custom Bots
Bots for your Customers FAQs
Bots for your Workforce FAQs
Adding Bots
Contacting Support
Setting Up Filters
Bot Store Settings
  1. Home
  2. Docs
  3. Bots
  4. Bot Store
  5. Adding Bots
  6. Adding a Freshdesk Bot

Adding a Freshdesk Bot provides integration for a built-in Freshdesk Bot that you can use to display message notifications and execute tasks directly from the application. To use the Freshdesk Bot, you just need to add the Bot to your account, and then configure the settings for the Bot, such as authentication to access Freshdesk, and the notification messages that you want. This topic describes the FreshDesk built-in Bot for For more information about other Bots, see Adding Bots.

About the Bot for Freshdesk

DIYFreshDeshLogoFreshdesk is an online help desk software with multiple channel customer service to support customers across email, phone, chat, web, Twitter and more. This integration enables you to receive ticket updates and perform actions on tickets on Freshdesk.

Integration Type Web Service – Connect to this Bot using a web service integration where polls the service for updates based on a specified interval.
Category Customer Support – This Bot is available in the application in the Customer Support category.

Configuring Freshdesk 

To configure web service tasks, you need to add the Freshdesk Bot from the Marketplacetab in the application, and then setup the task.
To setup a Freshdesk task, click Connect to Freshdesk, enter the Freshdesk URL for your company, for example,, your Freshdesk account, your password, and then press Enter.
After you are connected, you can perform tasks for Freshdesk directly from the application and setup message notifications to get notified in the application when an event occurs in Freshdesk.
The following table describes Freshdesk tasks that you can integrate with

Create Customer In the Perform Task dialog,

  • enter a Name
  • and then optionally enter a Description.

In a space room, you can enter the @freshdesk newcust Bot command to invoke and configure this task.

Assign a Ticket In the Perform Task dialog,

  • select a Ticket
  • and then search for an Agent.

In a space room, you can enter the @freshdesk assigntkt Bot command to invoke and configure this task.

Create Ticket In the Perform Task dialog,

  • search for a Requester
  • enter a Subject
  • enter a Description
  • select a Priority
  • and then select a Status.

In a space room, you can enter the @freshdesk newtkt Bot command to invoke and configure this task.

Create User In the Perform Task dialog,

  • enter a Name
  • and then enter an Email address.

In a space room, you can enter the @freshdesk newuser Bot command to invoke and configure this task.

Update Ticket In the Perform Task dialog,

  • select a Ticket
  • optionally enter a Subject
  • optionally enter a Description 
  • optionally select a Priority
  • and then optionally select a Status.

In a space room, you can enter the @freshdesk updatetkt  Bot command to invoke and configure this task.

Add Note to Ticket  In the Perform Task dialog,

  • select a Ticket
  • enter a Note
  • and then optionally select Private.

In a space room, you can enter the @freshdesk addnotetkt  Bot command to invoke and configure this task.

Make Agent  In the Perform Task dialog, search for a User.
In a space room, you can enter the @freshdesk makeagent Bot command to invoke and configure this task.

You can setup message notifications to your account using a Freshdesk web service. To configure the Ticket Updates message notification, click , click Get notified when…, and then in the Setup Task dialog:

  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • optionally customize the interval for message notifications in the Check for updates… section

Next Steps

After Freshdesk is configured as web service, when any of the events occur in Freshdesk, a message is displayed on the Bots tab in the Messages section for the account.