Helpdesk & Support

Freshdesk

AI-powered ticket deflection and agent assist for Freshdesk

What is Freshdesk?

Freshdesk is Freshworks' customer support platform widely used by mid-market companies for ticket management, live chat, and self-service portals. Its flexible API makes it straightforward to layer AI assistance on top of existing support workflows.

Integration

How Kelu works with Freshdesk

Everything you can do once the integration is connected.

Agent copilot in ticket view

Kelu appears as a sidebar panel in Freshdesk, showing suggested replies grounded in your knowledge base as agents work on tickets.

Automated ticket deflection

New tickets matching high-confidence knowledge base answers are automatically replied to with a suggested answer, reducing queue volume.

Topic-based auto-triage

Kelu classifies incoming tickets by topic and routes them to the appropriate Freshdesk group automatically.

Simulation and review

Test deflection accuracy on historical tickets before enabling live automation. Review and approve individual deflection decisions in the Kelu audit log.

Setup

How to set it up

Add a Freshdesk helpdesk integration in Kelu using your Freshdesk API key and subdomain.

Connect your knowledge sources and configure which ticket types are eligible for deflection.

Run a simulation, review results, then enable live automation with your chosen confidence threshold.

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Freshdesk — Frequently Asked Questions

Common questions about connecting Kelu to Freshdesk.

Add a Freshdesk helpdesk integration in Kelu by providing your Freshdesk subdomain and API key. Kelu uses the Freshdesk API to receive new ticket events and to post suggested replies or copilot drafts in the agent view.

Yes. Kelu's simulation mode lets you test deflection against a sample of historical Freshdesk tickets. You can review the proposed answers, confidence scores, and estimated deflection rate before enabling live automation.

Yes. Kelu classifies incoming ticket content by topic and applies routing rules to assign tickets to the appropriate Freshdesk group or agent. This reduces manual triage effort for high-volume support queues.

This is configurable. You can set Kelu to fully automate deflection replies for tickets above a high confidence threshold, or require agent review and approval for every AI-generated reply before it is sent. Most teams start with review-required mode and increase automation gradually.

You configure eligibility rules in Kelu — by ticket type, form, channel, or topic tag. For example, you might enable deflection for all email tickets of type 'General Inquiry' while excluding billing and account escalations from automation.

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