How to Use Freshdesk with Pokee AI

Pokee AI's Freshdesk integration lets you manage support tickets, contacts, agents, and customer satisfaction data through natural language commands. Instead of manually triaging tickets and updating records, ask Pokee to resolve issues, track SLAs, and automate support workflows.

What You Can Do with Freshdesk + Pokee

• Ticket management: Create, update, assign, and resolve support tickets
• Contact management: Look up customer records, update contact info, and track interaction history
• Agent management: View agent workload, manage assignments, and track performance
• Company records: Manage company profiles and organizational data
• Surveys: Access customer satisfaction survey data and CSAT scores
• Reports: Generate support metrics, SLA compliance, and ticket volume reports

Getting Started

Step 1: Connect Your Freshdesk Account

Ask Pokee to manage your Freshdesk tickets, and it will prompt you to authorize through a secure flow.

Step 2: Start with a Simple Command

• "Show all open tickets in Freshdesk"
• "How many unresolved tickets do we have today?"
• "Look up the customer record for acme@example.com"

Step 3: Build Up to Complex Workflows

• "Every morning, send me a Slack summary of overnight ticket volume and SLA breaches"
• "When a VIP customer submits a ticket, escalate it immediately and notify the team lead via Gmail"
• "Generate a weekly CSAT report and email it to the support manager"

Example Commands

Tickets

"Show all high-priority tickets created today"

"Assign ticket #1234 to Sarah"

"Update ticket #5678 with a note: Customer confirmed the issue is resolved"

"How many tickets were resolved this week?"

Contacts & Companies

"Look up the contact for john@company.com"

"List all tickets from Acme Corp"

"Show interaction history for this customer"

Reports

"What's our average first response time this month?"

"Generate a ticket volume report for last week"

"Show CSAT scores by agent for Q1"

Combining Freshdesk with Other Integrations

Security

• Freshdesk access uses secure API authentication
• Encrypted credential vault
• SOC 2 Type I compliant infrastructure

Frequently Asked Questions

How do I connect Freshdesk to Pokee AI?

Ask Pokee to manage your Freshdesk tickets, and it will prompt you to authorize through a secure flow.

Can Pokee create and resolve tickets?

Yes. Pokee can create, update, assign, and resolve Freshdesk tickets based on your account permissions.

Can I automate support workflows?

Yes. Schedule daily ticket summaries, escalation rules, and CSAT reporting that run automatically.