Freshdesk

The Freshdesk integration lets your agents create and manage tickets, contacts, and conversations in Freshdesk for customer support.

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Prerequisites

• A Freshdesk account - Sign up
• A Vatel AI organization and at least one agent

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Configuration

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Step 1: Log in to Freshdesk

1. Go to your Freshdesk account (e.g. yourcompany.freshdesk.com) and log in.

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Step 2: Open Profile Settings

1. Click your avatar in the top-right corner of the page.
2. In the dropdown menu that appears, click Profile settings.

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Step 3: Reveal your API Key

1. On the My Profile Settings page, locate the Your API Key section on the right side of the screen.
2. Click View API Key to reveal it, then copy the key.

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Step 4: Connect the integration in Vatel

1. In the Vatel sidebar, click Integrations.
2. Click Add Integration in the top-right.
3. Select FreshDesk.
4. Set Credential scope to the agent you want to connect, or Organization-wide (all agents).
5. In the Username field, paste your Freshdesk API Key.
6. In the Password field, enter X (Freshdesk uses the API key for authentication — the password is not used).
7. In the Base URL field, enter your Freshdesk account URL (e.g. https://yourcompany.freshdesk.com).
8. Click Connect Integration.

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Step 5: Use the integration in your agent graph

1. Open an agent and go to its graph editor.
2. In the left sidebar under Integrations, you will see FreshDesk listed. Click it to add it as a node.
3. In the node panel that opens on the right, give the node a Title, then select an Operation from the dropdown (e.g. create ticket, get contact, update ticket).
4. Fill in any relevant field values or map them from graph variables.
5. Click Save Changes.
6. Start a call to test the node in your agent flow.