Hi Freshdesk/Freshworks team,
I’ve recently been investigating ways to integrate an AI chatbot with our Freshdesk service desk. So far, the only practical approach I can see is to build something externally using API connections into Freshdesk.
I’ve been disappointed to find there doesn’t seem to be a straightforward way to integrate a custom, configurable chatbot directly within our IT team’s Freshdesk experience (ideally embedded in our day‑to‑day workflow), to improve accessibility and self‑service.
What we’re looking for is a chatbot that can be configured to:
- Query and report on tickets, including open / closed / pending statuses
- Support common ticket actions (e.g., status updates)
- Help out IT Team navigate and make better use of our Solutions / Knowledge Base, which we’ve built up over the years
Do Freshdesk have any plans on the roadmap to provide a built-in service like this within Freshdesk, rather than relying primarily on custom API development