Post your questions now >>> On-thread AMA on Freshdesk Integrations

Yes

Yes

calendar integration is best uptil now. wud love to know more

yes

Hello Everyone! 

We’ll be kicking off the chat here at 9:00 p.m. IST / 8:30 a.m. PDT. To get things rolling, we’ve shared a few starter questions below — feel free to answer those or post your own.

If you’re new to this format, here’s how it works:

→ Post your questions as a comment in this thread
→ @aravind.sundararajan will respond to them live
→ Use the “Quote” option if you’re replying to someone else’s comment

1. If you could only keep one integration in your Freshdesk instance, which one would it be?

2. Have you ever built a custom integration for Freshdesk? What problem did it solve?

3. What’s the trickiest integration you’ve had to set up — and how did you overcome it?

4. What trends do you see in Freshdesk integrations over the next year or two?

5. How do you decide which systems to integrate with Freshdesk first?

 Go ahead and start posting your questions — let’s get the conversation going!

Hi All!
As I understand it, saying “Yes” isn’t required to ask a question here — since this is a coffee chat format, we’ll just be asking directly in the thread. If no one minds, I’ll go first and ask in advance…

We’ve been working with Freshdesk for 3 years, and one of the consistent challenges is the way webhooks are implemented. Webhooks should be the simplest and most lightweight way to integrate Freshdesk with external systems — no need to build and maintain a custom app. But two things make them impractical today: (1) the response is completely ignored, so there’s no way to chain logic or act on it directly, and (2) the hard 5k/hour limit applies globally, regardless of scale. It doesn’t matter if you have 10 agent seats or 300, or if you’re a small company with a few hundred contacts versus an enterprise with hundreds of thousands — the limit is fixed and doesn’t scale with the business. I realize the common suggestion is “just build an app,” but that adds unnecessary complexity compared to simply enabling webhooks to do their job properly. Are there any plans to improve webhook support — for example, exposing the response or revisiting the global rate limits — so they can actually serve as a practical integration layer?

Following up on the integration topic from my earlier post — there’s another gap we constantly face, this time between Freshdesk and Freshsales themselves.

We actually work across both systems, but our Freshdesk supporties often need visibility into what sales has already offered a client. And that’s where things break down:

• Even read-only access in Freshsales requires a full license, since there’s no collaborator role.
• Switching into a separate system just to peek at one email disrupts the workflow.
• And the Email API doesn’t really help — it exposes only fragments of conversations, not the full sales emails/promotions.

So despite both tools being part of the same Freshworks ecosystem, support and sales are still operating in silos. Maybe Freshworks could start “integrating their own products first” before pushing external integrations?

Hi All!

My question is about integration of Freddy AI-based features into other existing tools and functionalities of Freshdesk as they seems not to be integrated properly.

We use AutoTriage feature in Freshdesk Omnichannel to fill in Topics in tickets and we wanted to create automation to set Close status in tickets with specific topic once created.

However, On Create automation with the Topic condition doesn’t work together with Autotriage as if there’s no topic in the ticket. There’s no On Update automation System trigger for AutoTriage either because Topic update trigger is allowed only for Agent/Requester.

The question is:
- How do you resolve the business need to perform automatic actions with the ticket once created based on Topic set by AutoTriage since this feature is not properly integrated into other Freshdesk funcionalities like Automations?

BYO-AI for Freshdesk (instead of the “black box” Freddy):
Are there any plans for a bring-your-own AI/LLM mode for replies and automations — where we could connect our own GPT via token, set custom system instructions tailored to our business (tone, response policy, domain expertise), pull in client parameters (plan, SLA, contact/company fields), and generate draft replies with human-in-the-loop? I’m also curious about hooks/SDK events for passing context and callbacks, scaling of limits/quotas, audit/logging, token budget controls, and guarantees that our data won’t be used for training external models.

So sorry to have to miss this I have a conflict. Will check back to read all the notes.

1. If you could only keep one integration in your Freshdesk instance, which one would it be?
   1. It is a toss up between Set Ticket Field Options and Hide Fields.
2. Have you ever built a custom integration for Freshdesk? What problem did it solve?
   1. Yes, we build a custom solution for collaborator private notes to reopen tickets before Collaborator activity was added as a trigger to automations. We still use this automation even though collaborators are now available in automations.
3. What’s the trickiest integration you’ve had to set up — and how did you overcome it?
   1. They all seem tricky until we get them done!
4. What trends do you see in Freshdesk integrations over the next year or two?
   1. A more conversational AI based Method of configuring integrations.
5. How do you decide which systems to integrate with Freshdesk first?
   1. Cost benefit, complexity, necessity, improved CX and EX.

Another question following the proper intergations of Freddy AI into other Freshdesk Omnichannel functionalities is AI Email Agent.

A standard business practice is to work with customers’ negative feedback, however, the {{email_bot_feedback}} placeholder works only for positive CSAT response by closing the ticket, but nothing happens if the customer chooses negative CSAT option on the feedback form sent by the AI Email Agent.

We wanted to build some automations to perform some actions with tickets responded by AI Email Agent, where the customer chose negative CSAT and doesn’t repond, but there’s none represented in Automations, but only “Email bot responded” trigger which is not helpful in case of working with customers’ feedback and CSAT.

Question:
How do you suggest your clients to integrate Email AI Agent into automation processes based on customers’ negative CSAT?

A big thank you for kickstarting today’s coffee chat!

We really appreciate your feedback on webhooks and completely understand your perspective. At the moment, webhooks in Freshdesk are intentionally lightweight, which is why responses aren’t exposed and a default rate limit is applied to ensure platform stability. For more advanced use cases, we typically recommend apps or middleware since they offer retries and error handling.

That said, we can increase webhook rate limits based on specific needs. If this would help, our support team can review your use case and assist with adjusting the limits.

At the moment, the Freshdesk–Freshsales integration only brings over CRM details like contacts, accounts, and deals. Sales emails aren’t included in that view. To access full email conversations from Freshsales, users do need a Freshsales license, since there isn’t currently a read-only or collaborator role available.

We know this can create challenges when support teams just need quick visibility into sales interactions, and we’ve shared this feedback with our product team as we continue to evaluate ways to make Freshdesk–Freshsales collaboration smoother.

You’re right — Auto Triage sets the Topic after ticket creation, but since it’s a system update, it doesn’t trigger Freshdesk automations. The usual workaround is to use a webhook or external workflow automation to act on the Topic once it’s applied. Our product team is working on a bunch of enhancements to Freddy AI, and this is something they’re actively exploring as part of that roadmap.

Are these the Fresh Marketplace Apps that you are referring to here?

At the moment, Freshdesk supports Freddy AI as a managed solution, so there isn’t a public “bring-your-own AI/LLM” mode yet. That means direct connection to external models/custom system prompts aren’t natively supported today. You can still achieve this to an extent using our SDKs, which allow you to connect external AI/LLM models and pull business-specific context. 


We’re curious to hear your thoughts on Freddy AI and whether there’s a need to connect external LLMs. Understanding your use cases and requirements will help us prioritize enhancements that give more flexibility and control.

Yes

Yes

Heyy ​@luis.san 

The coffee chat has started. Please post your questions.

Thanks for sharing your expertise, ​@Norm G! I’m curious—what made a custom solution necessary when Freshdesk automation already takes care of collaborator activity?

Have you tried our AI Copilot for Developers yet? It lets anyone—even without coding experience to create integrations and workflow apps effortlessly by talking to our AI assistant, Freddy.

I think this is the biggest miss from Freddy AI. For example, I use ChatGPT then I create a project with notes about our environment, products we use, and any details that could help me. So when I get into a difficult issue, I open a new chat under the project and ChatGPT provides me ideas and insights WITH the notes already has about my environment rather doing Google searches. Freddy AI bot still comes like a AI bot from 5 years ago which I did not feel comfortable pushing the product out. 

Hello! Some Agent groups will get a large number of Tasks assigned to them. They are unable to search for a specific number if they are looking for that Task. I recently worked with support and it is not plausible to search for the Task by number. Can filter it out but would still take time to find that specific tasks. Any suggestions?

Currently, the Email AI Agent automatically closes tickets when the CSAT response is positive, but leaves them open if a customer selects negative feedback—so a human agent can take action. While automation triggers for negative CSAT would be a valuable product enhancement, you can in the meantime leverage native Email AI Agent reporting to identify and analyze conversations with negative responses. This ensures follow-up opportunities aren’t missed and trends in customer dissatisfaction can be tracked effectively.

We developed this custom solution about 2 years ago before collaborators was available in automations. It's been working so well we've seen no reason to change at this time.