Freshdesk

Setup within Maven

Install the Freskdesk app via Agent Designer

• Navigate to the Agent Designer dashboard
• Select Apps > App Directory > Browse & Install
• Install Fresdesk

To install, you will need:

• Your FreshDesk API key: How to find your API key
• Your FreshDesk subdomain: https://yoursubdomain.freshdesk.com
• Optional language (if left blank, ‘en’ is the default)

If it is not successful, double check your subdomain. As an example, if your freshdesk url is http://yourcompany.freshdesk.com, then your subdomain would be “yourcompany”.

Knowledge:

Maven will pull in articles from the Freshdesk Knowledge Base.

Ticket Hand Off:

When Maven cannot deflect a user inquiry, a ticket is created in the Freshdesk system. Ticket hand off is represented as an action within Maven. A ticket can be created for authenticated users and anonymous users.

Live Agent Handoff - Comming Q2 2025

Live Agent Handoff will start a live chat with a human agent as a result of a handoff action.

Copilot

Once your Maven settings are configured, install the Freshdesk Copilot from the Freshdesk Marketplace.

This plugin has one required field: the Agent API key that is available by navigating to:

• Apps > Integrations > Freshdesk >Settings

Still not working?
Contact us for more support.