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OpenCX works alongside your team inside Freshdesk. The AI replies on the same ticket your customer opened, escalates cleanly when automation stops, and writes an AI-drafted private note on every handoff and resolution so your rep picks up with full context — no separate inbox, no copy-paste.
Setup starts at Settings → Integrations in your OpenCX dashboard.

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What you get

When a customer opens or updates a ticket, OpenCX receives the event, matches it to an existing session or opens a new one, and the AI posts its answer in Freshdesk as the dedicated OpenCX agent. On email tickets the reply emails the requester; on portal and chat tickets it lands in the thread. controls which topics the AI answers versus escalates.
On channels where you enable assist mode, the AI posts its answer as a private note instead of a public reply. Your rep reviews the draft inside Freshdesk and sends it themselves. An optional footer marks assist notes so reps can tell them apart at a glance.
When the AI escalates, OpenCX reopens the ticket, posts a private handoff note with the AI summary and detected sentiment, and routes it your way: unassign it, mark it for your Freshdesk automation rules, assign it to a specific agent, or assign it to a group. The customer never sees the note.
Pick whichever fits your routing rules:
  • Auto-handle all incoming tickets — the AI picks up every new ticket. Use this when the AI is the front door.
  • Assigned-only — the AI only answers tickets your Freshdesk rules assign to the OpenCX agent or place in the default group you configure. Use this when your existing routing decides which tickets go to the AI.
When the AI auto-resolves, OpenCX sets the Freshdesk ticket to Resolved and posts a private resolution note with the summary and sentiment. When a rep resolves or closes the ticket in Freshdesk, OpenCX closes the matching session. Reopen the ticket and the session reopens too.

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Observability

Every Freshdesk ticket the AI touches is traceable from OpenCX back to the ticket — and back from Freshdesk through the private notes the AI wrote.
OpenCX ingests the whole ticket conversation — customer messages, public agent replies, and private notes — into the matching session, so your OpenCX Inbox shows the same thread your reps see in Freshdesk, including attachments.
Every handoff and every AI resolution drops a private note onto the ticket. The note contains the AI summary and detected sentiment. Your reps read it in Freshdesk before they type a word.
OpenCX tags every ticket it touches with opencx plus opencx_autopilot or opencx_assist_mode, and mirrors the ticket’s Freshdesk tags and group name onto the OpenCX session — so you can filter both sides by what the AI did.
Assignment is the source of truth. Reassign a handed-off ticket back to the OpenCX agent in Freshdesk and the AI resumes answering; assign it to a human and the AI goes quiet — no OpenCX-side toggle needed.
Looking to import Freshdesk Solution articles into the AI’s knowledge instead? That’s the separate Freshdesk knowledge source.

Connect Freshdesk

Create the OpenCX agent, paste your API key, set up the two automation rules.

Ticket flow

How tickets reach the AI, how handoff routes them, how resolutions sync.

Troubleshooting

AI not replying, handoff not routing, tickets not closing.

Human handoff

Global handoff rules and office hours.