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Freshdesk lets the assistant read a new ticket and reply to the customer. A person writes in, the assistant answers in that ticket, and the thread stays in History so a teammate can take over.

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When to use it

Use it when new support tickets already land in Freshdesk and you want the first answer to come from an assistant: status, a known answer, or a clear next step. Follow-up replies on an existing ticket are not picked up. This connection is for newly created tickets.

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What the assistant hears

The assistant reads the new ticket. It can reply to the customer. New items are picked up within a few minutes. There is no webhook URL to paste.

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Where you sign in

You do not paste a bot token or an app secret. Famulor opens the provider’s own sign-in. Use the account that owns the mailbox, the page, or the help desk. Sign in to the Freshdesk account that owns the tickets, at freshdesk.com, when Famulor opens that screen.

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Connect it in Famulor

Turn on Beta Features under Settings → Workspace. The card stays hidden until that switch is on. Your plan still has to include the channel. Open Settings → Channels, choose the card, enter a display name and pick an assistant. The form says you will be redirected to sign in and grant access. Choose Connect Freshdesk. Approve the account that should own the inbox, page, or help desk, then return to Famulor. The shared conversation settings — response delay (default 5 seconds) and inactivity timeout (default 30 minutes) — are described on the messaging channels page.

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What you can turn on

Two extra actions stay off until you enable them. One adds tags or sets priority (low, medium, high, urgent) and does not resolve or close the ticket. The other leaves a private note that the customer does not see. Import existing items can pull messages that already exist: Only new messages (recommended), Last hour, Last 24 hours, or Last 7 days. This is not a silent import. Every imported item gets a real automatic reply, up to 50 items on that first pass. Leave it on Only new messages unless you want the assistant to answer the backlog.

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History

Open History and filter by Freshdesk. The thread, the assistant reply and any analysis appear there. You can pause the assistant and answer manually.