Send AI-Agent chat sessions and call summaries into Freshdesk as tickets — today via the Zapier bridge, with direct integration on the roadmap. Per-workspace API key collection, per-station agent assignment, and the same ticket events the Zapier flow uses for every other helpdesk.
Same lifecycle as our other helpdesk integrations, just routed through Zapier today.
ticket_requested fires once the visitor identifies themselves; the Zap creates a Freshdesk ticket with the visitor email, current page URL, and the conversation so far. Tag with source: AI Agent to filter in your Freshdesk views.
session_finalized delivers the closing transcript, intent classification (resolved / escalated / lead / abandoned), agent disposition, and call recording URL (for voice sessions). Use as a Zap step that adds a private note to the ticket created earlier.
The portal already collects freshdesk-agent-id per station. When the direct path lights up, tickets created from a station's web sessions will auto-assign to that Freshdesk agent. Zapier handles assignment via Zap action fields today.
No code, two webhooks, ten minutes.
In Zapier dashboard: Create Zap → Trigger → Webhooks by Zapier → Catch Hook. Copy the Catch Hook URL — it looks like https://hooks.zapier.com/hooks/catch/123456/abcdef/.
Action: Freshdesk → Create Ticket. Connect your Freshdesk account (Zapier asks for your subdomain and API key). Map fields from the Catch Hook payload:
Subject = request_context.page_url
Description = summary + transcript
Email = visitor.email
Status = Open (2) · Priority = Medium (2) · Source = Chat
Add Tags: ai-agent, {{intent}}
Trigger a test session in MyDaddy.io that produces a ticket_requested event so Zapier can sample the payload. Once Zapier shows the test envelope, finish the Zap and turn it on.
Portal: Settings → Integrations → Desk Provider → Zapier. Paste the Zap Catch Hook URL into zapier-desk-webhook and save — the change takes effect live, no restart needed.
Portal: Settings → Integrations → Freshdesk → API Key. Stored as freshdesk-api-key. Used today only to display the integration as configured; will be picked up automatically when the direct Freshdesk path lights up.
Open the AI support widget on your site, run a chat that the LLM classifies as a help request. A new ticket should appear in Freshdesk within seconds (Zapier latency), and the session_finalized event should add a private note when the chat ends.
Stored under your workspace's namespace. Portal writes these for you.
| Key | Purpose | Required? |
|---|---|---|
organizations.<org>.desk-provider | Active desk routing (set to zapier for Freshdesk-via-Zapier today) | Required |
organizations.<org>.zapier-desk-webhook | Zap Catch Hook URL that creates the Freshdesk ticket | Required (Zapier path) |
organizations.<org>.freshdesk-api-key | Freshdesk API key (collected today, used by direct path on roadmap) | Optional |
stations.<ext>.freshdesk-agent-id | Per-station Freshdesk agent for auto-assignment | Optional |
Capability gating: desk_enabled is true today only when desk-provider is zoho (with zoho-desk-refresh-token) or zapier (with zapier-desk-webhook). Freshdesk-via-Zapier therefore enables the AI Support tab's ticket pill and Resolved Tickets card just like Zoho Desk does. Reference: see the Zapier integration page for the full ticket_requested / session_finalized JSON payloads, AGENTS.md / CLAUDE.md (capability matrix).
Zapier-bridged today, direct integration in progress — either way the tickets land in your Freshdesk.