Freshdesk, from the conversation.
Ask for the queue, draft the reply, assign the ticket. Cedric proposes the change in Freshdesk and waits for your yes.
$50 in free credits when you sign up. No card needed.
- Freshdesk is where support work queues up, and the first question is what needs an answer now.
- Ask in plain words: tickets by status, priority, requester, tag or date, and the satisfaction ratings and summaries for a report.
- Cedric drafts the reply to the customer or a private note for the team, and assigns the ticket to an agent or a group.
- Contacts and companies can be looked up, created and updated, and duplicate contacts merged.
- Sending a reply, closing a ticket or publishing an article is customer-facing, so each one waits for your yes.
What can a Freshdesk AI agent do?
The daily question in support is what needs an answer now. A Freshdesk AI agent answers it from the conversation. Cedric searches and lists tickets by status, priority, requester, tag or date, so the urgent and unassigned ones surface without a saved view, and it pulls ticket summaries and satisfaction ratings for the period a report covers.
Working the ticket is the other half. Cedric replies to the customer or adds a private note for the team, creates a new ticket or updates an existing one, including its status, priority, type and custom fields, and assigns it to a specific agent or group or moves it between departments. It logs time entries against the ticket as the work happens. Every customer-facing write is proposed first, which is how an operations assistant can work a queue customers are reading.
The records around the ticket stay clean too. Cedric looks up, creates and updates contacts and companies, and merges duplicate contacts when the same person has written in twice. It publishes and edits knowledge base articles, folders and categories, so an answer written once can become self-service. Freshdesk's hourly request limits depend on your plan, and a very large listing is paged rather than pulled in one go.
The unassigned queue
Six urgent tickets, three routed, one yes.
Jonas Weber9:14 AM
@Cedric how many tickets are urgent and unassigned right now? Hand the billing ones to the Billing group.
CedricAPP9:15 AM
6 urgent tickets are unassigned. Three are billing: #2210 double charge (Verano Foods), #2214 refund not received (Kestrel Labs), #2219 invoice address (Ola Sørensen). The other three are login issues. Proposed: assign #2210, #2214 and #2219 to the Billing group and add a private note on each: routed from the unassigned queue, 4 September. The login tickets stay where they are; say the word and I list them.
Listed
Tickets by status, priority, requester, tag or date, with the summaries and satisfaction ratings a report needs.
Answered
A reply to the customer or a private note for the team, drafted first and sent on your yes, with the ticket assigned alongside.
Maintained
Contacts and companies looked up, updated and merged, and knowledge base articles published or edited, each confirmed first.
Connect Freshdesk in a minute
No setup project, no workflow builder, no field mapping. The flow is the same for every tool Cedric connects to.
- 01
Install Cedric where your team talks
One click. It joins your Slack like any other member, and everyone shares the same Cedric.
- 02
Connect Freshdesk from the dashboard
Open the Integrations page and sign in with Freshdesk on its own screen. Cedric never sees or stores your password, and you can revoke the connection in one click at any time.
A fresh connection can look but not touch: read-only until you say otherwise.
- 03
Ask in plain words
Back in the channel, try it: "which tickets are urgent and unassigned?". You describe the outcome; Cedric picks the Freshdesk actions the ask needs. There is nothing to configure.
Connect for the whole workspace so the team shares it, or keep the connection personal. Two accounts are fine too; each gets a short name.
- 04
Let it become routine
Schedule the recurring version of the ask, and let Cedric fold Freshdesk into bigger jobs that cross your other tools. Anything that would leave your workspace still comes back as a preview to approve first.
Better in company
Ticket summaries and satisfaction ratings from Freshdesk read well next to the account list in HubSpot, and a Google Sheets tab can hold the weekly numbers without anyone exporting.
A refund question in a ticket usually has its answer in Stripe. Cedric can read the charge, draft the reply in Freshdesk, and send the customer a fuller note through Gmail, each on your yes.
Where the limits are
Freshdesk is a catalog connection, not a built-in playbook. Cedric works from what the Freshdesk connection can read and do; ask in plain words and it says what it can reach there, and what it cannot.
Customer-facing writes wait. Sending a reply, closing a ticket or publishing a knowledge base article is visible outside the team, so Cedric asks every time.
Freshdesk's hourly limits apply. Request limits depend on your plan, so a very large listing is paged rather than pulled in one go.
Cedric sees what the Freshdesk connection grants and nothing more. Access is scoped, logged, and revocable from the dashboard, effective immediately.
Nothing sends itself. An email, a post, a change to a record: anything with consequences comes back as a preview for a human yes. That is the design, not a beta caveat.
FAQ
Yes. Freshdesk is one of the 3,200+ apps in Cedric's catalog: connect it once from the dashboard, on Freshdesk's own sign-in screen, and ask in plain words. There is no built-in playbook for it, so Cedric works from what the connection can read and do, and tells you when something is out of reach.
No. Your dispatch and time-based rules keep running. Cedric works from the conversation on top of them: it reads, drafts, assigns and updates the way an agent with the same permissions would, and asks before any reply goes out.
Yes. It logs time entries against a ticket, and it can pull ticket summaries and satisfaction ratings for a period, so the hours and the outcome can land in the same report.
Connect it for the whole workspace and everyone shares it, with one person authorising once. A connection you would rather not share, a personal inbox for instance, can stay personal to you.
Yes, and it starts that way: a fresh connection can look but not touch until you say otherwise. Even with write access granted, anything that changes or sends waits for an approval.
Every workspace starts with $50 in credits, free, no card. Each task consumes credits in proportion to the work involved. See pricing for the plans.
Connect Freshdesk in a minute.
Ask what is urgent and unassigned, then see it propose the routing.
100K credits ($50) on sign up. No card needed.