AI & Bots

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? 

I recently faced the same challenge and started exploring different Dubbing AI tool. After testing several platforms, I found Dubbing AI to be one of the most efficient and accurate solutions out there. It uses advanced AI voice cloning, translation, and lip-syncing to make your videos sound natural in over 150 languages.What I like most is that it maintains your original voice tone and style, so the result feels completely authentic. For anyone creating educational, business, or entertainment videos, Dubbing AI makes global content creation super easy and affordable.

Hello,  Our team currently use the ‘FreshService Chatbox’ and we wanted to see if it was possible to change the background color and also make the button “IT Support Chat” slightly bigger.  Could someone please advise how I can proceed? I searched in Admin → Setting → FreshChat but wasn’t able to find a way. Not sure if I need to code it in ‘Service Desk Rebranding’ page but a confirmation or suggestion will be great.   

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?

Hey everyone,Today’s session — Community Botcast: Freddy AI Agent — is about to begin, and we’re excited to have you join us!If you haven’t received the link yet, you can join directly here:Join the sessionIf you can’t make it live, don’t worry — we’ll share the recording in this thread afterward.See you soon! 

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

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.

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?