How to Create a Freshdesk Chatbot with the ChatBot Integration

7 min read
Apr 12, 2024
freshdesk chatbot

Upgrade your Freshdesk account with a chatbot that can help your customers get quick and accurate answers to their questions.

Chatbots make it simple for businesses to connect with consumers more personally without human representatives. Modern chatbots provide 24/7 support that’s actually helpful and doesn’t sound like a robot is on the other end of the screen.

On the hunt for the best knowledge base Freshdesk chatbot? ChatBot offers a Freshdesk chatbot integration designed to enhance customer support experiences.

Learn how to integrate ChatBot with Freshdesk to reduce long response times and repetitive customer queries weighing down your support team. 

Why use chatbots?

Chatbots are available 24/7, meaning they can work all day, seven days a week, and never need a lunch break. They can handle multiple conversations at once without getting confused or overwhelmed. AI-powered bots interpret and understand human language to offer customers useful information and answers.

While a chatbot can’t entirely replace human interaction, it’s helpful for quick and efficient assistance, especially when human help is not immediately available. 

Are you already using your Freshdesk account to manage, prioritize, and resolve tickets? Integrating a chatbot can improve customer satisfaction even more. A Freshdesk chatbot will help boost customer support without investing in more customer service reps.

Start a free 14-day trial to see what our ChatBot can do.


Why is it worth creating a Freshdesk chatbot?

Freshdesk is a leading customer service software company known for combining a helpdesk solution with smart automation to empower world-class customer support teams. The platform helps organize customer inquiries and manage customer communication in one place. 60K+ businesses use Freshdesk to manage and streamline support operations. 

Integrating a Freshdesk chatbot takes customer support to the next level. Chatbots streamline customer support operations, automate routine tasks, and improve response times. Freshdesk's chatbot integration makes it easier for customers to get quick and accurate answers, while agents can focus on complex issues that require a human touch.

What is the best Freshdesk chatbot integration?

What is the best Freshdesk chatbot integration?

ChatBot is an all-in-one platform that allows users to build conversational chatbots. No coding skills are required. Total beginners or advanced developers can use the chatbot-building tool. Add ChatBot to Freshdesk to start using chatbots to grow your customer contact base and collect support tickets. The tool integrates seamlessly with Freshdesk to automate customer interactions.

The ChatBot and Freshdesk integration offers users more personalization and better automation. Once installed, ChatBot automatically pulls customer contact details from ongoing chats and passes them to your Freshdesk account. Create support tickets out of chats and send them to Freshdesk to manage your customer communication in one place.

What makes ChatBot’s customer service software different?

As chatbot customer service becomes more sophisticated, more users rely on the ChatBot platform to improve customer communication and build relationships. Easily collect customer information from ongoing chats and transfer it to your Freshdesk account without manual input. 

Transform chatbot conversations into support tickets and send them to Freshdesk with just a few clicks.

Here’s what you can expect:

Preparing for the Freshdesk and ChatBot integration

Before integrating Freshdesk with ChatBot, evaluate your customer support needs and goals. What are your customer’s pain points? What do you want to accomplish by adding a chatbot to your business or brand?

It’s also a good idea to familiarize yourself with Freshdesk’s features and capabilities (if you’re not already) to understand how the integration will enhance your support processes.

How to create a Freshdesk chatbot using the ChatBot integration 

AI can help resolve up to 80% of customer queries. Once you connect ChatBot to Freshdesk, use the Create ticket and Add contact actions to streamline your customer communication process. 

Use this 10-step guide to build and implement a chatbot for Freshdesk. 

Step 1

Create your ChatBot account. If you haven't already, sign up for ChatBot here.

Tip: Add the chatbot to websites or other channels like Facebook Messenger, WhatsApp, and Slack. Use ChatBot’s deployment options to publish your chatbot on multiple channels and make it available to your customers around the clock.

Step 2

Follow the instructions on the ChatBot dashboard to build a new chatbot. You can import a template or create a new chatbot Story. Use the user-friendly chatbot-building platform’s drag-and-drop interface to design a chatbot that works for your brand or business. You can choose your chatbot's settings, like its name, avatar, or language, and define how it will interact with users. 

Step 3

Get to know your chatbot within the ChatBot environment. Does the conversation flow naturally? What tone of voice do you want your chatbot to have? Once you're happy with its performance, you can deploy it to Freshdesk. Head over to the “Integrations” tab on the left-hand side of the ChatBot dashboard. Here, you will see a list of tools and platforms ChatBot can integrate. Click on the Freshdesk chatbot integration.

Step 4

In the Story editor, Add the “Create ticket for Freshdesk action” block to your conversation tree. Action blocks pinpoint relevant user information based on triggers within the conversation. 

Step 5

Click on the list of available actions to add support tickets to the desired location in your conversation tree. 

Step 6

This is where you can integrate ChatBot with Freshdesk. The integration allows the chatbot to retrieve and update information within the Freshdesk environment. Find the integration options or settings associated with the block. Once you add the “Create ticket” block, click to integrate it with Freshdesk. 

Step 7

An integration panel will appear, prompting you to enter your Freshdesk account name and the Freshdesk API Key. You have to integrate the Freshdesk API into your ChatBot platform. ChatBot can now connect with your Freshdesk account and perform actions.

Step 8

You can now configure the customizable “Create ticket” action for Freshdesk. Get the most out of your chatbot’s features by defining relevant ticket details (subject, description, priority, etc) required by your Freshdesk setup. You can configure your chatbot with sample prompts and responses to improve accuracy. 

Step 9

Test your chatbot Story using the Testing Tool. Simulate user conversations to ensure the ticket creation process works as expected within your chatbot flow. Is the chatbot commuting with Freshdesk to retrieve and update tickets?

Tip: Did you know you can track the chatbot’s success? Monitor its performance and gather feedback to learn what’s working and what needs improvement. 

Step 10

Head over to the tickets section on your Freshdesk page. The ticket created by ChatBot should appear in your Freshdesk system. 

Visit ChatBot Freshdesk Integration to learn more.

What happens after the chatbot integration?

Integration is just the first step. Put your Freshdesk chatbot to work - that’s what it’s there for. Your chatbot becomes part of your business operations. You can use it to assist customers or guide a new client through ordering. 

With ChatBot, you can optimize the bot’s performance and monitor customer interactions. Keep your chatbot active and engaged to help reach your long-term business goals. 

Freshdesk AI-powered chatbot vs traditional chatbots

Preparing for the Freshdesk and ChatBot integration

Freshdesk AI-backed chatbots, like ChatBot, are different from traditional ones. Traditional chatbots rely on robotic pre-written scripts to respond to customers. Have you ever felt frustrated contacting a customer service line only to be given unhelpful or unrelated prompts? Outdated technology can’t provide customers with the same quick and accurate responses as AI.

An AI-powered chatbot with a knowledge base can tap into customer data to find relevant information based on the prompt received and answer customers within seconds. Freshdesk's AI-powered chatbot seamlessly integrates with its platform, allowing businesses to centralize their support operations. The best part is that you can customize it to align with your brand's behavior, look, and responses, which is impossible with traditional chatbots.

Getting started with ChatBot

ChatBot is a universal, user-friendly, comprehensive framework for building modern AI chatbots. Leverage the full potential of your Freshdesk chatbot. ChatBot guarantees seamless integration into your Freshdesk customer support ecosystem. You’ll also get real-time support, customization options, and the ability to handle complex queries.

Start a free 14-day trial to see what our ChatBot can do.