Question 1

How do I connect ChatLab to my Freshdesk account?

Accepted Answer

Navigate to Bot Settings → Integrations in your ChatLab admin panel, click on Freshdesk, and enter your Freshdesk URL and API key. The connection takes less than 5 minutes. Your API key can be found in your Freshdesk profile settings.

Question 2

What AI actions are available with the Freshdesk integration?

Accepted Answer

ChatLab provides three powerful AI actions: (1) Get Tickets - retrieves customer's recent support tickets, (2) Create Ticket - automatically creates Freshdesk tickets with conversation context, and (3) Add Ticket Note - allows customers to add follow-up information to existing tickets. Each action can be enabled independently based on your support workflow.

Question 3

Will the chatbot automatically create tickets for every conversation?

Accepted Answer

No. The AI only creates tickets when it determines that human assistance is needed. It first attempts to resolve the issue using your knowledge base. If the customer's issue requires human support or the AI reaches its limits, it will automatically create a ticket with full conversation context. According to our customers, less than 20% of conversations result in a ticket.

Question 4

How does automatic ticket creation work?

Accepted Answer

When the AI determines that human assistance is needed, it automatically creates a Freshdesk ticket that includes the complete conversation summary, customer information, and all troubleshooting steps already attempted. This gives your agents instant context without requiring customers to repeat themselves, reducing back-and-forth by an average of 46%.

Question 5

Can customers check their ticket status through the chatbot?

Accepted Answer

Yes! When you enable the Get Tickets action, customers can ask about their support tickets directly in chat. The AI retrieves their 5 most recent tickets from Freshdesk and displays ticket IDs, subjects, status, and dates - all without requiring customers to log into Freshdesk.

Question 6

Is the Freshdesk integration secure?

Accepted Answer

Yes. All communication with Freshdesk uses secure API authentication. Ticket ownership is verified before allowing customers to add notes or view tickets. Your API key is encrypted and stored securely. Only customers with matching email addresses can access their own tickets.

Question 7

What subscription plan do I need for the Freshdesk integration?

Accepted Answer

The Freshdesk integration is included in Universal Grow and Scale and in every paid E-commerce and Hospitality plan. If you don't see the Freshdesk option in your integrations, please upgrade your subscription.

Question 8

Can I customize which fields are included when creating tickets?

Accepted Answer

Yes! You can configure which Freshdesk fields are included during ticket creation. Fields can be set as static values (automatically filled), predefined options (customer selects from a list), or freeform with AI evaluation (AI interprets and validates customer input). This flexibility ensures tickets match your Freshdesk requirements.

ChatLab for FreshdeskTickets from the chat

How to connect. Three steps, no code.

Copy your Freshdesk API key

Connect Freshdesk in ChatLab

Choose the ticket fields

Two shops. What changed after they switched the agent on.

Frequently asked questions.

Connect Freshdesk and let the agent open the tickets.

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