Freshdesk & Freshchat Integration Guide for My AskAI

My AskAI offers two separate Freshworks integrations that work independently or together: Freshchat for real-time conversation handling in your live chat widget, and Freshdesk for AI-powered responses to incoming email and form-based support tickets. Both integrations require no code on your website and are available on paid My AskAI plans.

Freshchat requires a Freshchat Pro plan or above. Freshdesk is available on any paid Freshdesk plan. You can use both integrations simultaneously, but AI Tagging can only be configured for one of them at a time — not both.

Freshchat
Freshdesk

Freshchat is Freshworks’ real-time messaging platform. My AskAI integrates as a conversational AI agent inside the Freshchat widget, responding to customers instantly using your knowledge base.

Connecting Freshchat

Open Channels in My AskAI

Log in to your Dashboard and go to Channels. Under “Add to helpdesk”, click the Freshworks icon and select Freshchat.

Enter API credentials

Enter your API key and Chat URL from Freshchat. Find them in your Freshchat dashboard at Admin Settings > Marketplace and Integrations > API Settings > API details for chat. Click Connect your Freshchat account.

Enable the webhook

In your Freshchat dashboard, go to Admin Settings > Marketplace and Integrations > Conversation Webhooks and toggle from Disabled to Enabled. Paste in the webhook URL from My AskAI: https://ask.myaskai.com/projects/webhooks/freshchat

Verify the connection

Send a test message to your Freshchat widget. The My AskAI setup page will show “Webhook successfully setup” to confirm.

Choose a reply mode

By default, the AI creates draft note replies. To have it reply directly to customers, go to Channels > Freshworks > Freshchat and toggle Direct replies on.

Before connecting, ensure you have turned off Freddy AI (Freshworks’ native AI agent) to prevent conflicting replies.

Reply Modes

Direct Replies

The AI replies directly to customers in the Freshchat widget. Best for teams that want full automation. New conversations transfer back to the AI after a conversation is resolved and the threading interval has passed.

Note Replies

The AI creates an internal note after each customer message for agents to review and send. Ideal when you want AI assistance without full automation.

Human Escalation

When a user says “Talk to a person” (or similar), or the AI cannot answer, it escalates automatically. On escalation:

An internal note is added to the conversation summarising the chat for the incoming agent.
If you’ve set up the AI Chat Status conversation property, it updates to human-handover-requested.
The AI stops responding for the rest of that conversation.

Auto-assign escalated conversations: Create a Conversation Assignment Rule in Freshchat (Admin Settings > Configurations and Workflows > Workflows > Conversation Assignment Rules) that targets conversations where AI Chat Status = human-handover-requested and routes them to the correct team or agent.

AI Chat Status Property

To track AI activity in your Freshchat inbox, create a conversation property:

Go to Freshchat Admin Settings > Configuration and Workflow > Conversation Properties.
Create a new Dropdown property called AI Chat Status with internal name ai_chat_status.
The AI will automatically populate this field with one of three values:
- ai-agent-replied — AI has sent a reply
- human-handover-requested — escalation requested
- ai-agent-tag-blocked — reply blocked by a tag rule

AI Tagging for Freshchat

Set up tagging

Go to AI Agent Setup > Auto-Tagging and click Import conversation property. Select a tag or custom field from Freshchat and click Import conversation property.

Review descriptions

Check and refine the auto-generated descriptions for each property value. Accuracy here directly affects tagging quality.

Enable auto-tagging

Toggle tagging on. Tags are applied automatically from that point forward.

Block replies by tag (optional)

In AI Agent Setup > AI Tagging, click Block next to any tag value to prevent the AI from responding to conversations with that topic. Blocked conversations are automatically escalated to a human.

Cost: $0.05 per conversation property per conversation, billed as an add-on.

Additional Options

Setting	Location
Prevent immediate escalation	Channels > Freshworks > Freshchat
Auto-close inactive conversations	Channels > Freshworks > Freshchat
Triage / chatbot trigger phrase	Channels > Freshworks > Freshchat (Chatbot/Triage toggle)
Hide “Just thinking…” message	Channels > Freshworks > Freshchat
Pause AI agent	Channels > Freshworks > Freshchat

Freshdesk is Freshworks’ ticket management system. My AskAI connects to your Freshdesk inbox and responds to incoming email and web form tickets — either as internal draft notes for agents, or as direct replies to customers.

Connecting Freshdesk

Install from Freshworks Marketplace

Install My AskAI from the Freshworks Marketplace into your Freshdesk workspace.

Open Channels in My AskAI

Log in to your Dashboard and go to Channels. Under “Add to helpdesk”, click the Freshworks icon and select Freshdesk Tickets.

Enter your Freshdesk domain and API key

Enter your Freshdesk domain (e.g. myaskai from myaskai.freshdesk.com — use your original Freshdesk subdomain, not any custom domain) and your API key. Find your API key at Profile icon > Profile Settings > View API Key in Freshdesk. Click Connect your Freshdesk account.

Choose reply mode

Select Internal Notes (default) or Direct replies. You can also choose to reply to the 1st message only or all messages.

Test the integration

Send a test email to your Freshdesk inbox. An AI-generated note or reply should appear within seconds.

Create a dedicated Freshdesk agent seat for My AskAI using that account’s API key. This makes it clear which responses are from the AI and lets you customise the AI agent’s name and avatar.

Reply Modes

Internal Notes (Default)

The AI drafts a suggested response as an internal note on every incoming ticket. Agents review, tweak if needed, and send. No customer sees an unreviewed AI reply.

Direct Replies

The AI replies directly to the customer. Recommended for high-volume routine queries. Disable Freshdesk’s automatic ticket-creation acknowledgement email to avoid duplicate messages.

How Freshdesk Tracks AI Activity

My AskAI adds tags to tickets automatically:

ai-agent-replied — AI has responded to this ticket
human-handover-requested — customer asked to speak to a human

Use these tags in Freshdesk Automation rules (on Ticket Updates) to build custom views or auto-reassign escalated tickets to human agents.

Human Escalation

Configure escalation behaviour in Channels > Freshdesk:

Cannot answer — the AI escalates automatically when it can’t answer, as well as on explicit requests
Escalation request only — the AI only escalates when the customer explicitly asks

Auto-reassign escalated tickets: Create a Freshdesk Automation rule on “Ticket Updates” filtering on tag human-handover-requested to re-assign, change status, or notify agents.

AI Tagging for Freshdesk

Set up tagging

Go to AI Agent Setup > AI Tagging and click Import tag or custom field. Select a tag or custom field imported from Freshdesk and click Import tag/custom field.

Review descriptions

Review the auto-generated description for each tag value. The accuracy of your descriptions determines how well the AI categorises tickets.

Enable auto-tagging

Toggle auto-tagging on. The tag ai-agent-tags-applied will be added to every processed ticket.

Block replies by tag (optional)

Click Block next to any tag value in AI Agent Setup > AI Tagging to prevent the AI from responding to tickets in that category. Blocked tickets receive the tag ai-agent-tag-blocked.

Cost: $0.05 per tag or custom field per ticket, billed as an add-on.

You can only configure AI Tagging for Freshchat or Freshdesk — not both at the same time.

Controlling Which Tickets the AI Responds To

By default the AI responds to all New email and web form tickets. To filter by ticket type, source, subject, or any other condition, edit the My AskAI Automation that was created in Freshdesk (Admin Settings > Automations) and add conditions as needed.

Additional Options

Setting	Location
First reply delay	Not natively available — contact support
Pause AI agent	Channels > Freshworks > Freshdesk
Copilot for follow-ups	Install the Chrome Extension for in-inbox AI drafting on follow-up tickets

Required API Credentials

Integration	Credentials Needed
Freshchat	API Key + Chat URL (from Freshchat Admin Settings)
Freshdesk	Domain subdomain + API Key (from Freshdesk Profile Settings)

Both integrations use API key authentication — no OAuth flow is required. My AskAI also creates a webhook in Freshchat and an Automation rule in Freshdesk automatically during setup.

Core Features

Integrations & Channels

Advanced Features

Content & Knowledge

Freshdesk & Freshchat Integration Guide for My AskAI

Connecting Freshchat

Reply Modes

Direct Replies

Note Replies

Human Escalation

AI Chat Status Property

AI Tagging for Freshchat

Additional Options

Connecting Freshdesk

Reply Modes

Internal Notes (Default)

Direct Replies

How Freshdesk Tracks AI Activity

Human Escalation

AI Tagging for Freshdesk

Controlling Which Tickets the AI Responds To

Additional Options

Required API Credentials

Build docs developers (and LLMs) love

Core Features

Integrations & Channels

Advanced Features

Content & Knowledge

Documentation Index

​Connecting Freshchat

​Reply Modes

Direct Replies

Note Replies

​Human Escalation

​AI Chat Status Property

​AI Tagging for Freshchat

​Additional Options

​Connecting Freshdesk

​Reply Modes

Internal Notes (Default)

Direct Replies

​How Freshdesk Tracks AI Activity

​Human Escalation

​AI Tagging for Freshdesk

​Controlling Which Tickets the AI Responds To

​Additional Options

​Required API Credentials

Build docs developers (and LLMs) love

Connecting Freshchat

Reply Modes

Human Escalation

AI Chat Status Property

AI Tagging for Freshchat

Additional Options

Connecting Freshdesk

Reply Modes

How Freshdesk Tracks AI Activity

Human Escalation

AI Tagging for Freshdesk

Controlling Which Tickets the AI Responds To

Additional Options

Required API Credentials