Freshdesk
Your AI agent deflects tickets by searching Freshdesk knowledge base articles, creates tickets with full context when human help is needed, and updates existing cases mid-conversation. Support teams handle complex issues while the agent takes care of repetitive questions. Ticket volume drops and resolution time improves.
With 136 API endpoints at its disposal, your agent searches tickets, creates cases, queries contacts, browses solution articles, and manages support workflows entirely within customer conversations.
Freshdesk
Real scenarios where support teams use AI agents to deflect tickets, enrich case data, and resolve customer issues faster through Freshdesk.
A customer asks 'How do I reset my password?' Your AI agent searches Freshdesk's solution articles, finds the password reset guide, and walks the customer through the steps in the conversation. No ticket created. No agent time consumed. Your solution articles finally start reducing ticket volume instead of collecting dust in a help center nobody visits.
A customer has a complex billing dispute that needs human review. Your AI agent creates a Freshdesk ticket with the entire conversation, customer contact details, the specific charges in question, relevant tags, and a suggested priority level. The billing team opens the ticket and has everything they need to resolve it in the first response. No back-and-forth asking for details.
A customer follows up on an open issue with new information. Your AI agent searches Freshdesk by their email, finds the existing ticket, and adds the update as a note. No duplicate ticket. No confused agent wondering which case is the real one. The original ticket gets enriched with fresh context and maintains its complete history.
Freshdesk
FAQs
The agent uses Freshdesk's Search Solution Articles endpoint with keyword queries. It retrieves matching articles from your solution categories and folders, then presents the relevant answer conversationally. Your existing knowledge base content works immediately, no rebuilding needed.
The agent includes subject, description with the full conversation transcript, customer email, priority level, status, tags based on detected issue type, and custom field values when applicable. Your support team sees the complete picture from the first notification without asking the customer to repeat anything.
Yes. Configure deflection rules in your agent settings based on issue type and confidence level. How-to questions get routed to solution articles first. Billing disputes or technical bugs go straight to ticket creation. You set the thresholds for when the agent should escalate.
Tars uses Basic authentication with your Freshdesk subdomain and API key. Your API key is found in your Freshdesk profile settings. The key authenticates all API requests. You can regenerate it anytime, which immediately revokes the previous key's access.
No. The agent queries Freshdesk in real-time during conversations. Contact details, ticket histories, and solution articles are fetched live and used only for the current interaction. Tars does not maintain a separate database of your helpdesk data.
Freddy AI works within Freshdesk's ecosystem. Tars AI agents work across WhatsApp, SMS, your website, and other channels while connecting to Freshdesk and 600+ other tools simultaneously. Your agent can look up a Shopify order, check Stripe payment status, and create a Freshdesk ticket, all in one conversation.
Yes. The agent searches for open tickets by customer email using Freshdesk's Search API. If an existing ticket is found, it adds the new information as a note rather than creating a duplicate. If no ticket exists, it creates a fresh one. This logic runs automatically during every interaction.
The agent creates tickets with priority levels that align with your SLA tiers. Freshdesk then applies your configured SLA policies automatically based on ticket priority, source, and customer type. Business hours are enforced by Freshdesk's own SLA engine after ticket creation.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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