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.
How Kelu works with Freshdesk
Everything you can do once the integration is connected.
Reply drafts as private notes
In Draft only mode, confident answers grounded in your knowledge base are filed as private notes on the ticket for an agent to review and send.
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 tags incoming tickets by topic and priority, for example category:billing and priority:urgent.
Simulation and review
Test deflection accuracy on historical tickets before enabling live automation. Approve or reject each simulated answer with the thumbs.
How to set it up
- 1
Add a Freshdesk helpdesk integration in Kelu using your Freshdesk API key and subdomain.
- 2
Pick the knowledge base that answers, and the Freshdesk groups Kelu may answer in.
- 3
Run a simulation, review results, then enable live automation with your chosen confidence threshold.
Related integrations
Zendesk
Ingest Zendesk Guide help-center articles as a knowledge source, auto-draft ticket replies, deflect repetitive tickets, and surface knowledge base answers in the agent view.
View details
Front
Add AI-assisted reply drafting and knowledge retrieval to Front shared inboxes.
View details
Jira Service Management
Index resolved service desk requests, with the replies that resolved them, and Jira project issues with their comments, so answers can cite how your team solved it before.
View detailsGot questions?
Freshdesk — Frequently Asked Questions
Common questions about connecting Kelu to Freshdesk.
Add a Freshdesk helpdesk integration in Kelu by providing your Freshdesk domain and an agent's API key. Kelu checks for new and updated tickets every minute and posts replies, or private-note drafts in Draft only mode.
Yes. Kelu's simulation mode lets you test deflection against a sample of historical Freshdesk tickets. You can review the proposed answers beside the agents' replies, with their confidence scores, before enabling live automation.
Yes. With auto-triage on, Kelu tags each incoming ticket, for example category:billing and priority:urgent. This reduces manual triage effort for high-volume support queues.
This is configurable. With Draft only on (the default), confident answers become private notes for an agent to review and send. Turn it off to reply to customers automatically above your confidence threshold. Run Draft only for a week before you turn it off.
You pick the Freshdesk groups Kelu may answer in under Answer only in. Kelu only answers tickets customers open in those groups, and skips phone tickets and tickets your team has already written in.
Ready to connect Freshdesk?
Start free, no credit card required. Connecting Freshdesk needs the Pro plan, which comes with a 14-day free trial.