Resolve Freshdesk tickets automatically with Fin
Overview
Fin connects to both Freshdesk and Freshchat via their APIs, resolving email tickets and live messaging conversations automatically. Freshworks remains your system of record. Replies sync back to the ticket thread, and unresolved issues hand off to your agent queue.
Fin can run on Freshdesk today. If you later move to the Intercom Helpdesk, Fin, Copilot, and your inbox share one workspace, with no connector to maintain.
What you can do
- Resolve Freshdesk email tickets and Freshchat live messaging. Connect one or both
- Keep Freshworks as your system of record for tickets, conversations, and reporting
- Hand off to your Freshdesk or Freshchat agent queue with full conversation context
- Create a dedicated Freshdesk agent with a support role to represent Fin
- Import your Freshdesk help articles and map custom fields to give Fin more context
How it works
Create a dedicated Freshdesk agent for Fin with a support role only. An admin role causes connection errors. Connect Freshdesk tickets, Freshchat, or both using their separate API credentials.
Update your Freshdesk automation rules to assign tickets to the Fin agent. Move the assignment rule to the top of your automation list to prevent other routing from interfering.
Once connected, Fin resolves tickets and syncs replies back to Freshdesk automatically. Unresolved issues are cleared from Fin's assignment and returned to your agent queue.
Read the full setup documentation →
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