AI & Bots

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

Hello Folks! Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta: Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately. Learn more | Freshdesk and Freshdesk Omni Freddy AI Agent can evaluate itself: AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources. Learn more | Freshchat and Freshdesk Omni The enhancements that are happen

Heyy Folks! Struggling to decide between a Chatbot and an Agent Assistance Bot for your customer service? Join us for a 60-minute virtual session where our Subject Matter Expert, Neil Dutta will break down the differences, key use cases, and when to use each of it for maximum impact. Here’s the registration link - Direct Joining link if you haven’t received the Zoom invite. 👇 https://freshworks.zoom.us/webinar/register/WN_SrBev2SdSqeqoZ8MyQ_JhA Please ping me on this thread in case you face any issues with the joining link. Happy to assist.

I’m looking to better understand how many people use the Auto Email feature in Freshdesk. In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum ( ) however I’d like to know if any other companies are using the feature. I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets. Thoughts?

Our company is trialling the Freddy Bot and has a concern that continual responses are sent to the same companies over and over again relating to the same issues. These responses are often wrong or not required. We have regular email contact with external couriers and suppliers and rather than have the BOT respond would rather these particular email addresses are removed from the automatic BOT responses. For some of our affiliates this has also created issues on their end as this then creates additional tickets in their own CRM. Example our supplier emails us to say they have cancelled an order and the BOT advises them on our cancellation policy. This happens everytime they cancel an order. When consulting Freshdesk, they responded that we could exlude ONE email address only. I want to address your concerns regarding our bot's automated replies. Currently, it is not possible to limit the bot's sending of automated responses to multiple email addresses. We have implemented a feature tha

we are currently using the Moveworks chat bot with our Freshservice instance. we would like to be able to do the following: user selects a service request to add permissions to an application or add/remove a user from an application create a process where the the chat bot, moveworks, will get the ticket assigned to their user, then go to and application or system, perform the function Then update the original service request and moved to a resolved status. Is this possible? if so, what did you do to make this work? this is not using orchestration within Freshservice. Let me know if you have any questions. (We are not using Freddie)

Both email bot and Freddy AI are missing from my admin page. What is the solution to get them to display? David

Hello, I am quite new to bot building so I hope someone can help. I have created a flow where a reference number is collected. This has the following regex validation applied: (700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6}) I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4. Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle. Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference?

We use the Teams bot with Freshdesk Support - and it needs some TLC: The available screen space is not used, and it really needs to be New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment) I’d love to use this more, but basically, I cannot.