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.
How BeforeQuery works with Freshdesk
Everything you can do once the integration is connected.
Agent copilot in ticket view
BeforeQuery 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
BeforeQuery 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 BeforeQuery audit log.
How to set it up
Add a Freshdesk helpdesk integration in BeforeQuery 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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Ready to connect Freshdesk?
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