Skip to main content

​
Freshdesk Integration

When a customer asks a complex question that your AI agent cannot resolve, or if they explicitly ask to speak to a human, ZynfoAI can automatically escalate the conversation by creating a high-priority support ticket in Freshdesk.

​
What is synced?

  • Tickets: Automatically creates an “Open” ticket (Status ID: 2) containing the customer’s email, subject, priority level, and a full transcript of the chat conversation.
  • Contacts: Customer profiles are dynamically created in Freshdesk if they don’t already exist.

​
Setup Instructions

To link ZynfoAI with Freshdesk, you will need your Freshdesk Domain and your API Key.
  1. Log into your Freshdesk account.
  2. Locate your Domain in the URL (e.g., if your URL is yourcompany.freshdesk.com, your domain is yourcompany).
  3. Click your profile avatar in the top right corner and go to Profile Settings.
  4. On the right side of the page, you will see your API Key. Copy it.
  5. Go to your ZynfoAI Integrations dashboard, click on Freshdesk, and paste your Domain and API Key.
Your AI agent is now equipped to seamlessly hand off conversations to your human support team!