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.
100K credits ($50) on 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 he 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. He 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. He 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 with your own key
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. He joins your Slack like any other member, and everyone shares the same Cedric.
- 02
Connect Freshdesk from the dashboard
Open the Integrations page, pick Freshdesk and paste your Freshdesk domain and the API key from your profile settings. You can revoke the connection in one click at any time.
Pick Read-only when you connect if you only want him reading. You can switch it later.
- 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.
Worth knowing
Freshdesk comes from Cedric's catalog of 3,200+ apps. He works from what the Freshdesk connection can read and do, the same list its card shows in your dashboard.
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.
The Freshdesk connection sets the scope. Cedric sees what it grants. Access is logged, and you can revoke it from the dashboard at any time.
Nothing sends itself. An email, a post, a change to a record: anything with consequences comes back as a preview for a person to approve.
FAQ
Yes. Freshdesk is one of the 3,200+ apps in Cedric's catalog. Connect it once from the dashboard, with your Freshdesk domain and the API key from your profile settings, and ask in plain words. Cedric picks the actions an ask needs from what the connection can read and do, with no fields to map.
No. Your dispatch and time-based rules keep running. Cedric works from the conversation on top of them: he reads, drafts, assigns and updates the way an agent with the same permissions would, and asks before any reply goes out.
Yes. He logs time entries against a ticket, and he 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 key connection is read-only until you turn writes on. Even with writes on, anything that changes or sends waits for an approval.
Every workspace starts with 100,000 free credits (worth $50) on sign-up, no card. Plans start at $19 a month for the whole team, no seats. Each task uses credits in proportion to the work. See pricing.
Works well with Freshdesk
Help ScoutConversations found, read and answered across mailboxes, each reply on your yes.
ZoomMeetings scheduled, registrants handled, recordings and attendance pulled, on your yes.
Microsoft TeamsTeams channels read and posted to on your behalf, meetings scheduled, from wherever Cedric lives.
Google ChatGoogle Chat spaces read and posted to on your behalf, threads kept tidy, from wherever Cedric lives.
TwilioTexts sent, deliveries checked, calls reviewed, numbers managed from the thread, on your yes.
OutlookFinds the thread, drafts the reply, books the meeting. Sends only on your yes.
Connect Freshdesk in a minute.
Ask what is urgent and unassigned, then see him propose the routing.
100K credits ($50) on sign up. No card needed.