Freshdesk

Document360 knowledge base can be integrated with Freshdesk as an extension. With this integration, your support agents can seamlessly carry out customer engagement and ticket conversations using support articles from your knowledge base, without switching between tabs. Support agents can also create articles in the Document360 knowledge base directly from the Freshdesk environment.

Basic setup guide

To establish a connection between Freshdesk and the Document360 knowledge base, follow the steps below:

1. Navigate to  Connections () > Extensions in the left navigation bar in the Knowledge base portal.

2. Scroll down to the Freshdesk extension under the Help desks section.

3. Click Connect on the tile to generate an API token.

4. Copy the generated API token by clicking on the Copy () icon.

5. If you wish to regenerate a token, click Refresh token.

6. From the Default search preference field select the option to fetch search results in Freshdesk’s Document360 app. The options are:

   1. Default workspace/language - allow Eddy AI to fetch results from the default workspace or language.

   2. All workspaces/languages - allow Eddy AI to fetch results from all the workspaces and languages in the knowledge base.

7. Navigate to the Freshdesk website and log in to your helpdesk.

8. Navigate to Admin > Support Operations section and select Apps.

9. In the App Marketplace, search for the Document360 app. If you’re unable to locate the app, you can access it directly from the marketplace using the provided link.

10. Input the copied API token and click Install.

You can add multiple API keys from different Document360 knowledge bases. Click the Add key button, then copy and paste the API key into the field using a similar flow, and click Install.

Next, you can enable AI assistive search for the Freshdesk extension that allows agents to seamlessly fetch AI-powered responses from your knowledge base without leaving the Freshdesk interface, improving efficiency and response accuracy. To set up AI assistive search,

1. Click Details in the Freshdesk tile.

2. Enter the token generated in the Freshdesk token field.

   Refer the article on How to find your API key to find the Freshdesk token.

3. Turn on the Include private notes toggle to include information from private notes in articles while generating an AI response for a ticket.

4. Turn on the AI assistive search toggle to allow access to AI search in the Freshdesk extension.

5. Turn on the AI suggestions & reply generator toggle to get automatic AI-suggested articles and generate responses based on them for your support tickets.

   This makes it easy and convenient to handle support tickets on the Freshdesk platform.

6. Once done, click Save.

NOTE

• The Include private notes toggle and AI suggestions & reply generator toggle will be turned off by default and will turn on automatically once you enter the Freshdesk token in the field.

• To enable the AI assistive search for Freshdesk extension you must enable the assistive search for KB widget and extensions in the Knowledge base settings. If you have not enabled the settings, the AI assistive search toggle will remain turned off.

Enhancing Freshdesk support: Find suggested articles and draft replies with Eddy AI

Once you ensure AI search is enabled for the Freshdesk extension,

1. Click the pinned Document360 icon in the Freshdesk within the reply section of the ticket.

   The Eddy AI recommended articles will load in the side Document360 panel.

2. In the Document360 panel, when you start typing in the search bar, it will prompt you to search the knowledge base using Eddy AI.

   NOTE

   Eddy AI assistive search analytics will be captured for this extension. You can filter the analytics by selecting the Freshdesk extension as the source.

3. The workspace and language filters will appear based on the content access configuration set in the extension.

4. Click the Document360 icon in the reply pane to find the options below:

1. Drafting a reply using Eddy AI

• On clicking the Reply with Eddy AI option, a suggested response is generated based on the context of the support ticket.

• If Eddy AI is unsure about the reply, it will provide a fallback response.

• The drafted reply will be generated in the same language as the conversation.

• If the agent enters any text before clicking the Reply with Eddy AI option, the AI-generated reply will appear below the entered text. The agent can then review and edit the AI response as needed. Note that any unsaved text typed before generating the reply is not used by AI for context.

• If the agent is not satisfied with the reply generated by Eddy AI, they can click the regenerate icon () to create a new response.

• Click Insert as reply to add the generated response directly into the reply editor.

• Click this copy icon () to copy the full response.

• Agents can provide feedback ( & ) by marking the response as helpful or not helpful for analytics and improvement.

NOTE

If AI credit usage alerts are enabled in the notification mapping settings, you will receive email notifications when credit consumption reaches 80%, 90%, and 100%.

2. Viewing suggested articles

   • The Knowledge base dialog opens with Eddy AI-recommended articles.

   • A maximum of 5 articles will be displayed.

   • Each recommended article includes:

     • Link article () option to insert the article URL into the reply.

     • Add content () option to insert article content into the reply.

   • While fetching articles, Eddy AI will consider the workspace filter applied.

   • Agents can also search for specific articles using the search bar within the panel.

For Your Information

When using Freshdesk’s Messaging API, new messages might not appear instantly. To keep things running smoothly, Freshdesk sometimes processes messages in batches, especially when there’s a lot of activity. This delay only affects the Messaging API. Tickets from forms, live chat, or other methods are not delayed. Because of this, features like Draft reply and View suggested articles might take a little longer to update with the latest data.

Multi-product support

If your company offers more than one product and maintains different Document360-powered knowledge bases for each product, managing multiple Freshdesk portals can be cumbersome.

To address this, Freshdesk offers Multi-Product Support, a feature that allows you to handle customer support activities for different products from a single Freshdesk portal. The agent interface remains the same for these products unless segregated by automation rules. Agents can view tickets from all products in their ticket view.

For seamless integration of multiple Document360 knowledge bases with a single Freshdesk portal, refer to the Multi-product setup guide.

Feature highlights

1. Search for and share articles

• Once the API key has been validated by Freshdesk, your Document360 knowledge base is now successfully integrated with the Freshdesk environment.

• Document360 comes in handy when responding to your support tickets; you can search for and share articles with your customers from your integrated knowledge base with just a few clicks. You can do all this without having to leave the Helpdesk environment.

While responding to open tickets,

1. You can find the Document360 icon along with the formatting options in the ticket response panel.

2. Click the icon, and you can access the knowledge base on a side panel.

3. You can select the workspace and language of the knowledge base you want to access.

4. Now type in the search term in the search bar, and the relevant article list will be displayed below.

5. When you hover over the article with your mouse pointer, you can find two icons, Link article () and Add content ()

   • Link article () inserts the article URL into the response.

   • Add content () inserts the entire content of the article inside the mail response.

Automated article search

In addition to manual search, the system automatically fetches AI-recommended articles based on the ticket context and displays them under Recommended articles when you open the panel by clicking on the Documen360 icon.

2. Create articles for knowledge base from Freshdesk

You can now create articles for your knowledge base from the Freshdesk environment.

1. Click the Document360 icon in the ticket response panel.

2. A side panel with knowledge base access would be displayed.

3. Now select the workspace and language in which you would like to create an article.

4. Select the Create article option at the top of the panel.

5. Use the Markdown editor to create the article.

6. Add the title of the article and select the category for the article.

NOTE

You cannot create a new category from Freshdesk. You can only add articles to any existing categories.

7. Article body editor

   • Basic text formatting: Headings- H2 and H3, Bold, Italic, Ordered List, and Unordered List

   • Insert: Code block, Hyperlink, Image

   • Toggle between editor and display view

8. Once you have added the content for the article, click Create.