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Add-on AI agents - Advanced

CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.

This article contains the following topics:

  • Available CRM actions for Freshdesk
  • Creating a CRM action

Related articles:

  • About actions for advanced AI agents
  • Creating and adding actions for advanced AI agents
  • Reviewing and managing actions for advanced AI agents

Available CRM actions for Freshdesk

AI agents - Advanced supports the following CRM actions in Freshdesk:

  • Add public note
  • Add private note
  • Update ticket information
  • Get ticket

Add public note

This action adds a public note to the incoming ticket. The action lets the AI agent share updates with the requester in a non-invasive manner.

Screenshot_2022-05-31_at_14.45.06.png

Add private note

This action adds a private note to the incoming ticket. Freshdesk has an endpoint to add private notes to a ticket that are only visible to agents logged in to the support portal, therefore the note won’t notify or be accessible by the requester.

Screenshot_2022-05-31_at_14.45.19.png

Update ticket information

This action updates the default and custom fields of a Freshdesk ticket. You can update as many ticket fields as needed. Further information on default Freshdesk fields can be found here.

You can choose from a list of fields to update. The custom fields available to update are labeled as CUSTOM FIELD.

You can add more fields to update by clicking on the button: Update Another Field Screenshot_2022-05-31_at_15.04.41.png

AI agents - Advanced provides the values of the default/system fields if they exist. For example, you can choose from a list of values for the Status, Agent, Group, etc fields.

For the custom fields, AI agents - Advanced provides the relevant value field types.

Screenshot_2022-05-31_at_15.20.11.png

Note: If you don't see a field in the list that you expect to be there, check within Freshdesk if the field is hidden. More information on hiding fields can be found here. However, if a field is a type-dependent field, we this is not currently supported it with the Update Ticket action.

Get ticket information

This action retrieves the default and custom fields of a Freshdesk ticket. You can retrieve as many ticket fields as needed. Further information on default Freshdesk fields can be found here.

You can choose from a list of fields to retrieve. The custom fields available to retrieve are labeled as CUSTOM FIELD.

You can add more fields to update by clicking on the button: Get Another Field

Screenshot_2022-06-23_at_16.06.15.png

AI agents - Advanced provides the values of the default/system fields if they exist. For example, you can choose from a list of values for the Status, Agent, Group, etc fields.

For the custom fields, AI agents - Advanced provides the relevant value field types.

Screenshot_2022-06-23_at_16.04.58.png

Creating a CRM action

CRM actions can be created at the AI agent, intent, or block level. For details, see Creating and adding actions for advanced AI agents.

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