> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk ticketing overview

> Run Freshdesk as the surface your agents work in while OpenCX answers tickets, escalates with context, and keeps ticket status in sync.

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.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="AI replies on your live Freshdesk tickets" icon="robot">
    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. <Tooltip tip="OpenCX's feature that lets the AI answer customer questions end-to-end using grounded knowledge and your configured topics." cta="Autopilot topics" href="/handoff/topics">Autopilot</Tooltip> controls which topics the AI answers versus escalates.
  </Accordion>

  <Accordion title="Assist mode drafts instead of sending" icon="pen-to-square">
    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.
  </Accordion>

  <Accordion title="Handoff routes the ticket, not just the conversation" icon="user-group">
    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.
  </Accordion>

  <Accordion title="Two ways to route tickets to the AI" icon="route">
    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.
  </Accordion>

  <Accordion title="Status stays in sync both ways" icon="rotate">
    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.
  </Accordion>
</AccordionGroup>

## 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.

<AccordionGroup>
  <Accordion title="Full ticket thread in your OpenCX inbox" icon="link">
    OpenCX ingests the whole ticket conversation — customer messages, public agent replies, and private notes — into the matching session, so your [OpenCX Inbox](https://platform.open.cx/inbox) shows the same thread your reps see in Freshdesk, including attachments.
  </Accordion>

  <Accordion title="AI summary visible inside Freshdesk" icon="note-sticky">
    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.
  </Accordion>

  <Accordion title="Tags mirror what happened" icon="tags">
    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.
  </Accordion>

  <Accordion title="Reassign to resume AI handling" icon="arrows-rotate">
    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.
  </Accordion>
</AccordionGroup>

<Note>
  Looking to import Freshdesk **Solution articles** into the AI's knowledge instead? That's the separate [Freshdesk knowledge source](/knowledge/sources/freshdesk/overview).
</Note>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Freshdesk" icon="plug" href="/integrations/freshdesk/connect">
    Create the OpenCX agent, paste your API key, set up the two automation rules.
  </Card>

  <Card title="Ticket flow" icon="diagram-project" href="/integrations/freshdesk/tickets">
    How tickets reach the AI, how handoff routes them, how resolutions sync.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/freshdesk/troubleshooting">
    AI not replying, handoff not routing, tickets not closing.
  </Card>

  <Card title="Human handoff" icon="user-group" href="/handoff/introduction">
    Global handoff rules and office hours.
  </Card>
</CardGroup>