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Read and change how the AI works in Freshdesk: which tickets it handles, where handed-off tickets go, the custom field marked on handoff, the extra agents it acts as, and the footer on assist-mode notes. Connecting Freshdesk and changing the domain or API key happen in Settings → Integrations; the API key is never returned.

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Key Concepts

  • Not connected — reads answer 200 with connected: false; updates answer 404
  • Partial updates — omitted fields keep their value; ai_agent_ids replaces the whole list
  • Handoff routing — assign_to_agent needs handoff_agent_id and assign_to_group needs handoff_group_id, else 400
  • Warnings — the update re-checks the connection and returns non-fatal setup issues, such as a missing handoff marker field, in warnings

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Available Endpoints

Get settings

Read ticket intake, handoff routing, extra AI agents, and the note footer.

Update settings

Change ticket intake, handoff routing and marker field, extra AI agents, or the note footer.

List groups

List the Freshdesk groups, to pick the default or handoff group.

List agents

List the Freshdesk agents, to pick the handoff agent or extra AI agents.