Maven AppsTicketing Systems

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)
  • Optional list of ignore tags for copilot

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. By default, the knowledge base is labeled “Freshdesk”. The frequency of the sync/updates can be adjusted by updating the Knowledge Base settings in Maven. You can also choose to split up the knowledge base by your Freshdesk categories or folders by selecting the appropriate “Knowledge Organization” value. Please note that if you change this value, you may need to deactivate any existing knowledge bases that were created under a previous setting. If you want to include unpublished articles, select the “Include Unpublished” option in the settings.

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. By default, any fields that are required on your default Freshdesk ticket form will be included in the the form presented to the user on handoff. If you want to include additional fields you can make them required by going to Admin > Ticket Fields and select the “Required when submitting a ticket” checkbox. Please note that if these values are modified in Freshdesk, you will need to update the App settings or reinistall the app for the changes to take effect.

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.

Depending on the version installed, this plugin has one or two required fields

Version 3.0.0

  • The Agent API key that is available by navigating to: Apps > Integrations > Freshdesk > Settings

Version 4.0.0

  • The OrganizationId and Agent Id key that is available in agent designer

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