Freshdesk

Integrate Alhena with your Freshdesk helpdesk to respond to website chat and email, with seamless handoff to human agents when needed.

Prerequisites

• A Freshdesk account with admin access

• Your Freshdesk domain (e.g., https://example.freshdesk.com)

• A Freshdesk API key

Setup

Step 1: Get Your API Key

1. In Freshdesk, click your profile icon in the upper right corner

2. Click Profile Settings

3. Click View API Key and copy your key

Step 2: Connect Freshdesk in Alhena

1. In Alhena, go to Settings > Integrations

2. Find Freshdesk and click Enable

3. Click Configure Settings

4. Enter your Freshdesk domain and API key

5. Click Connect

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Automations

When you set up the Freshdesk integration, Alhena creates a new agent in your Freshdesk account called "Alhena Bot". The bot only responds to open tickets assigned to this agent.

Once Alhena answers the ticket, it moves it back to closed status. Freshdesk automatically reopens tickets when a customer replies, and Alhena will reply again.

Setting Up an Automation

To have Alhena automatically handle tickets, create an automation to assign tickets to the Alhena Bot agent:

1. In Freshdesk, click the settings wheel in the sidebar

2. Click Automations

3. Click New Rule

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Human Transfer

Alhena transfers the conversation to a human agent when:

• The user asks for a human agent (e.g., "I want to talk to a person")

• The bot cannot find an answer in its knowledge base

• A custom rule in your answering guidelines is triggered

By default, Alhena unassigns the ticket from itself on human transfer. To assign tickets to a specific group, configure the Human Transfer Group in your integration settings.

Human agents can also manually respond to tickets or reassign them away from Alhena Bot, and the bot will stop responding.

For the complete list of human transfer triggers, see Human Transfer Triggers.

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Email Tickets

Alhena can automatically respond to email tickets in Freshdesk. For each new message in a ticket, Alhena generates an answer, transferring to a human agent when needed.

Additional human transfer rules for email:

• Emails from automated systems

• Emails with "Fwd:" in the subject line

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Website Chat

Alhena provides a website chat widget via the Website SDK. When a human agent is needed, tickets sync to Freshchat where human agents can reply.

Outside business hours, website chat tickets can be automatically moved to Freshdesk for email follow-up. Alhena collects the customer's email address on human transfer.

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Bot Profile Mapping

If you use one Freshdesk account for multiple websites or products, you can set up different bot profiles with their own knowledge base. Alhena can route tickets to the appropriate bot based on the support email address.

Contact the Alhena team to set this up.

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FAQs

Can I train my bot on past ticket responses?

Yes. Contact the Alhena team for assistance.

Can I train my bot on Freshdesk canned responses?

Yes. Contact the Alhena team for assistance.