Freshdesk Integration

Credentials required

Step 1 — Enter credentials in TR-AI

In your TR-AI Dashboard, open the Freshdesk card. Enter your subdomain (e.g. acme) and your API key. Click Save. TR-AI will verify by calling GET /api/v2/agents/me.

Step 2 — Create a Freshdesk webhook

1. 1
   Open Webhooks

   Go to Admin → Settings → Integrations → Webhooks → New Webhook.
2. 2
   Configure the webhook

   Set the following values:

   Webhook settings

   URL:           https://ticketresolve.ai/api/integrations/freshdesk/webhook/{your-trial-id}
   Method:        POST
   Content-Type:  application/json

3. 3
   Set the JSON payload

   Paste this body template:

{
  "ticket_id":      "{{ticket.id}}",
  "subject":        "{{ticket.subject}}",
  "description":    "{{ticket.description}}",
  "latest_reply":   "{{conversation.body}}",
  "requester_name": "{{ticket.requester.name}}",
  "requester_email":"{{ticket.requester.email}}",
  "type":           "{{action.type}}"
}

Step 3 — Create automation rules

You need two automation rules: one for new tickets and one for customer replies.

Rule 1 — New ticket

1. 1
   Create the rule

   Go to Admin → Helpdesk Productivity → Automation → Ticket Creation. Click New Rule.
2. 2
   Set conditions

   Ticket → Source → Is → Email (or leave blank to match all channels).
3. 3
   Set action

   Add action: Trigger Webhook. Select your TR-AI webhook. Set Request type = POST.

Rule 2 — Customer reply (follow-up)

1. 1
   Create the rule

   Go to Admin → Helpdesk Productivity → Automation → Ticket Updates. Click New Rule.
2. 2
   Set conditions

   Action performed by → Requester and Reply sent → Is → True.
3. 3
   Set action

   Add action: Trigger Webhook. Select your TR-AI webhook.

How TR-AI handles Freshdesk payloads

TR-AI accepts three Freshdesk body formats automatically:

• JSON — standard application/json body.
• URL-encoded — application/x-www-form-urlencoded form data.
• Simple text — Freshdesk "Simple" format with key — value lines.

Follow-up reply handling

Freshdesk's {{conversation.body}} placeholder only populates in Reply automations, not Ticket Creation rules. When a follow-up arrives without a latest_reply field, TR-AI waits 1.5 seconds (for Freshdesk write propagation) then fetches the latest conversation directly via GET /api/v2/tickets/{id}/conversations.

TR-AI uses two strategies to find the customer reply:

• Strategy 1: conversations with incoming=true and private=false.
• Strategy 2 (fallback): most recent non-private entry (handles Freshdesk delay in setting incoming=true).

Reply formatting

Freshdesk requires HTML in the reply body field. TR-AI converts plain-text resolutions to HTML automatically:

• Numbered lines (1. / Step N:) → <ol><li> list.
• Bullet lines (• / - / *) → <ul><li> list.
• Paragraphs separated by blank lines → <p> blocks.

Triage behaviour

When TR-AI cannot auto-resolve a ticket, it:

• Posts a public acknowledgement reply to the customer.
• Assigns the ticket to a group named Triage if one exists — otherwise leaves it open and unassigned.
• Sets ticket status to Open (status code 2) so agents see it.
• Sends a Slack notification if configured.

Ticket status codes