Freshdesk - SubVerse AI

Connection type: Credential Connect your Freshdesk helpdesk to SubVerse. Agents can look up a customer’s tickets and answer questions about them, and your Functions and Orchestrations can create tickets, add notes and replies, and change status. A Freshdesk event can also start an orchestration.

What you can do

Capability	What it does
Look up tickets	Let an agent find a customer’s tickets and answer questions about them, such as status or what was last said.
Create and update tickets	Raise a ticket from a conversation, and update its fields, status, and priority.
Add notes and replies	Add an internal note for your team, or send a reply to the customer.
Delete tickets	Remove tickets created in error.
React to ticket events	Start an orchestration when something happens in Freshdesk, such as a new ticket.

How it works

Agent or workflow → SubVerse → Freshdesk API → Your helpdesk SubVerse connects with a Freshdesk API key, which carries the permissions of the agent account it belongs to.

What you’ll need

A Freshdesk account, and your helpdesk domain
A Freshdesk API key, ideally from an agent account set aside for SubVerse

This integration is for Freshdesk. Other Freshworks products, such as Freshservice and Freshsales, use different APIs and aren’t supported here.

Step-by-step setup is in the SubVerse dashboard: go to Integrations → Freshdesk and open the Documentation tab.