Prerequisites
Active SiteGPT chatbot
Freshdesk account with admin access
Freshdesk integration feature enabled
Setup
1
Go to integrations
Navigate to Integrations in your chatbot dashboard.
2
Select Freshdesk
Click Get Started on the Freshdesk integration card.
3
Authorize
Log in to Freshdesk and authorize the connection.
4
Configure
Set up AI response rules and escalation triggers.
Features
Ticket deflection
Automatic ticket deflection with AI responses
Human escalation
Seamless escalation to human agents
Conversation history
Full conversation history in both platforms
Fast responses
Reduced response times
Best practices
Train on knowledge base
Train on knowledge base
Train your chatbot on your Freshdesk knowledge base to provide accurate, consistent answers that match your support documentation.
Set escalation rules
Set escalation rules
Set up clear escalation rules to ensure complex issues are routed to the right human agents at the right time.
Monitor deflection rates
Monitor deflection rates
Monitor ticket deflection rates to measure the impact of your AI chatbot and identify areas for improvement.
Update training data
Update training data
Regularly update training data to keep your chatbot current with new products, policies, and support procedures.
Next steps
Zendesk integration
Explore Zendesk integration