Freshdesk

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What is Freshdesk?

Freshdesk is customer support software from Freshworks, with a ticketing inbox, knowledge base and community forums. Support teams spend much of the day finding tickets, adding notes and keeping contacts current. This connection lets Fabric's assistant do that for you, in plain language.

What Fabric's assistant can do with Freshdesk

Once Freshdesk is connected, Fabric's AI assistant can work your helpdesk from a simple request.

Find tickets and contacts. Find Ticket by Id pulls up a ticket and Find Contact looks up a customer, so you can get context before replying.

Create and update tickets. Create Ticket opens a ticket from an email, call note or message in Fabric, Update Ticket changes its status, priority or assignee, and Add Notes to a Ticket adds an internal note or reply.

Manage contacts and companies. Create Contact and Update Contact keep customers current, and Create Company adds an organization.

Build your community forums. Create Forum Category, Create Forum and Create Forum Topic set up and post to community forums, for example sharing an answer you wrote in Fabric. API Request (Beta) reaches the Freshdesk API for anything else.

You stay in control

The assistant works from your instructions, and it confirms with you before replying to customers or posting publicly, unless you've told it not to for a particular task. Looking things up never changes anything.

When a job should run regularly, a Fabric AI job can run on a schedule. The connection also includes the events New Ticket, Update Ticket, New Ticket Note, New Contact and Update Contact, which can start an automation.

Search your helpdesk from Fabric

Connecting Freshdesk also adds keyword search over your Freshdesk records from Fabric's main search.

How people use it

Customer service teams add a note to a ticket with the answer from a doc in Fabric.

Support leads open tickets from escalations sent by email.

Account managers look up a customer and their ticket before a call.

Community managers post a common answer as a forum topic.

Frequently asked questions

What does the Freshdesk connection do?

It lets Fabric's assistant find tickets and contacts, create and update tickets, add notes, create and update contacts and companies, and create forum categories, forums and topics, and it adds keyword search over your Freshdesk records in Fabric.

Can I create a Freshdesk ticket with AI?

Yes. Create Ticket opens a ticket with the details you give it.

Can it add notes to a ticket?

Yes. Add Notes to a Ticket adds a note, after you confirm.

Can it change ticket status?

Yes. Update Ticket changes status, priority and assignee.

Can it post to community forums?

Yes. Create Forum Topic posts a topic in a forum.

Does the assistant reply to customers on its own?

No. It acts on your instructions.

Is my data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your helpdesk with your authorization. See the privacy and security guide.

Does Fabric work with other support tools?

Yes. You can also connect Slack and Linear.