Freshdesk AI Agent with Voice, Chat and Email
Wiredesk answers your phone line, website chat, email and WhatsApp from your own content, and when a customer needs a person it opens a Freshdesk ticket with its summary and the full transcript, tagged wiredesk, as Open with Low priority so your team does the triage. A caller who only gives a phone number still gets a ticket: it opens as a phone ticket. You connect it with your Freshdesk API key.
What it does
Every ticket carries: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
Tickets open with status Open and priority Low. The agent never decides urgency; your team triages.
Freshdesk needs a way to reach the requester, so the ticket uses the customer's email address when there is one and their phone number otherwise.
How to connect Freshdesk
- In Freshdesk, open your profile picture → Profile settings → View API key, and copy it.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Freshdesk, and enter your subdomain (acme for acme.freshdesk.com) and the key. Wiredesk checks the key with Freshdesk before saving it.
- Add a Helpdesk ticket action to the agent and pick Freshdesk.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the ticket with the summary and transcript. The customer sees the ticket number in the chat.
Phone
On a call the number they rang from is enough: an email address is optional, and the ticket carries the caller's number. With only a phone number, it opens as a phone ticket named after the number unless the caller gave a name.
The customer's address is already known from the thread, so the agent opens the ticket without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the ticket names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the ticket and keeps its number and a link to it; it doesn't read your Freshdesk queue, and what your team writes in Freshdesk doesn't come back into Wiredesk.
- It opens tickets. It doesn't update, assign or close one afterwards.
- Every ticket is tagged wiredesk, so you can build a view or a routing rule for them.
- If Freshdesk turns the ticket down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows Freshdesk's reason.
Set it up
Questions about Wiredesk and Freshdesk
Yes. Wiredesk answers the call from your content and, when the caller needs a person, opens a Freshdesk ticket with the summary and the call transcript. If the caller gives no email address, the ticket opens with their phone number instead.