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Using Freshdesk

  • 11 Posts
  • 22 Replies
11 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in AI & Bots
Say hello to Saurabh Deshpande, our Community Expert in AI Implementations!

Hello Folks!I’m super thrilled to introduce @saurabh.deshpande, Senior Manager at Freshworks, leading AI Implementations!Saurabh has a wealth of experience in implementing AI-driven solutions and has been at the forefront of initiatives like the AI Jumpstart program at Freshworks.Here’s a little more about Saurabh in his own words: he’s definitely an adventurous person but also enjoys spending time nurturing his home garden! We’re loving this mix of energy and calm, @saurabh.deshpande!I’m Saurabh Deshpande, Senior Manager at Freshworks, leading AI implementations within our Technical Shared Services team. With years of experience in building and deploying AI-powered chatbots, I help businesses leverage automation to enhance customer support and agent productivity.Before Freshworks, I was the Director of Professional Services at Jio Haptik, where I led over 100 chatbot implementations across industries. Having worked extensively in this space, I’ve seen firsthand what makes a chatbot su

511
Kamakshi V
Community Manager
raghavkannan
Apprentice
raghavkannanApprentice
asked in AI & Bots
Thank you detector not working as expected...

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?

19113
Kamakshi V
Community Manager
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
posted in AI & Bots
Freddy AI Monthly Roundup – Latest Updates for CX

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 hap

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Kamakshi V
Community Manager
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
asked in AI & Bots
[Session Recording] >>> Agent Assisted Bots vs Chatbot - Expert Session by Neil Dutta

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.

392
Kamakshi V
Community Manager
M
Apprentice
martinj_ukApprentice
posted in AI & Bots
Auto Email Functionality in Freshdesk

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? 

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M
Community Debut
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Community Debut
nikki_18255Community Debut
posted in AI & Bots
Email Bot - Ability to exclude email addresses from automatic responses

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 that al

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N
Community Debut
B
Apprentice
Brian RApprentice
asked in AI & Bots
3rd party automation integrated with Freshservice

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 functionThen 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)

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B
Apprentice
dadoonan
Apprentice
dadoonanApprentice
asked in AI & Bots
email bot and Freddy AI

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

1253
Yusuf Ahmed
Community Manager
KerriCross
Apprentice
KerriCrossApprentice
asked in AI & Bots
Bot Conditions - Else statement not working

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? 

851
Aniket
Community Debut
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in AI & Bots
Empower support teams with Freddy Copilot. Buy Freddy Copilot now!

Hello Everyone!As we draw closer to the general availability of Freddy Copilot on February 5th, we are making the Freddy Copilot add-on available for pre-purchase, starting at USD 29 per agent per month.The add-on also comes with free access to Freddy Insights for a limited time which continues to be in beta. Buy Freddy Copilot add-on before February 5th so you don’t lose access to Freddy Copilot and Freddy insights after the beta ends.Reach out to your account manager or go to your plans and billings page to make the purchase. To learn more about the Freddy Copilot Add-on, click here.Want to learn more? Join our webinar on February 5th to explore Freddy Copilot value, capabilities, and roadmap with subject matter experts. If you have any questions, please drop them in the comments below. 

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Kamakshi V
Community Manager
christatedavies
Apprentice
christatedaviesApprentice
asked in AI & Bots
Teams bot issues

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.  

570
christatedavies
Apprentice

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