Integration · Customer support

Freshdesk AI agents for tickets and canned responses

Brainwrite connects Freshdesk to your AI agents so they can filter tickets, read conversations, add private notes, and draft replies using your canned responses and solution articles. A bot can update ticket status and priority in bulk or summarise satisfaction ratings for the week. Replying to a customer waits for an approval card unless you've allowed it.

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Brainwrite · Freshdesk

Filter Freshdesk for open tickets with priority Urgent or High. For each, add a private note with a suggested reply based on our canned responses, and list the tickets here.

You connect Freshdesk once. Your Chief of Staff puts a bot on it.

Filter tickets and read a ticket's full conversation
Reply to a ticket (waits for an approval card unless you've allowed it)Waits for you
Add private notes to a ticketWaits for you
Update tickets one at a time or in bulk: status, priority, groupWaits for you
Search and read canned responses and solution articles

An illustrated example. Actions that change something wait for your approval in Ask mode.

In Freshdesk

What your bots can do in Freshdesk.

Filter tickets and read a ticket's full conversation
Reply to a ticket (waits for an approval card unless you've allowed it)
Add private notes to a ticket
Update tickets one at a time or in bulk: status, priority, group
Search and read canned responses and solution articles
Search contacts and companies
List satisfaction ratings and ticket time entries

Ask your team · Freshdesk

Filter Freshdesk for open tickets with priority Urgent or High. For each, add a private note with a suggested reply based on our canned responses, and list the tickets here.

Chief of Staff

Priority sweep
Reply drafts as notes
Weekly CSAT summary

Changes in Freshdesk wait for your approval in Ask mode

Jobs

Jobs your team does with Freshdesk.

Priority sweep

A bot reads open tickets, sets priority from the content, and flags anything from your biggest accounts.

Reply drafts as notes

A bot adds a private note to each new ticket with a suggested reply built from the right canned response.

Weekly CSAT summary

A routine reads the week's satisfaction ratings and lists the themes behind low scores.

Set up

How to connect Freshdesk.

01
Open Connected apps
In Brainwrite, choose Connected apps in the sidebar. The official app sets up the connection service for you; there's no key to paste.
02
Search for Freshdesk
Find Freshdesk and choose Connect. You can add more than one account later and label each, such as work or a client.
03
Sign in in your browser
Finish Freshdesk's own sign-in in your normal browser. The access token stays with the connection service and never enters a bot's prompt.
04
Choose which bots get it
In each bot's settings, give it all tools, an exact list, or none. Imported bots start with none, so nothing reaches your account by surprise.

The Apps catalog: Slack, GitHub, Gmail, Google Calendar, Sheets, Docs, Drive, Notion, Linear, Sentry, PostHog and Discord, each with Connect.

Put it to work

Use cases with Freshdesk.

FAQ

Brainwrite and Freshdesk: questions

How do I connect Freshdesk to Brainwrite?

Open Connected apps, search for Freshdesk, and choose Connect. Freshdesk uses an API key rather than OAuth, so the window that opens asks for your Freshdesk web address and your personal API key, found under your profile picture, then Profile Settings. The key stays with Composio and never enters a bot's prompt.

Can I keep a bot to private notes in Freshdesk?

Yes. In the bot's settings under Connected apps, set Freshdesk to an exact list: view and filter tickets, add note, and read canned responses. Leave out reply, update, and delete tools. Ungranted tools are never offered to the bot, so it can suggest but not send.

Whose name appears on actions a bot takes in Freshdesk?

Actions use the API key you connected, so they appear as that Freshdesk agent. Many teams create a dedicated agent seat for bot work so notes and changes are easy to tell apart. Check your Freshdesk plan's seat rules before doing that.

Customer support