What is Ordemio’s Freshdesk Integration?
The Freshdesk integration connects Ordemio’s AI support agent directly to your Freshdesk workspace.
It allows the AI to handle tickets, assist human agents, and deliver faster, context-aware responses — all while working seamlessly within your existing Freshdesk workflows.
How it works (step by step)
Open your Ordemio dashboard.
Go to Integrations → Applications, then select Freshdesk.
Click Connect.
Enter your Freshdesk subdomain name and API key.
You can find the API key inside your Freshdesk account:
Go to Freshdesk dashboard → Profile Settings → View API key.
Copy the key and paste it into Ordemio.
Click Connect to finalize setup.
Once connected, you’ll see the integration marked as Active in your dashboard.
Set up assistant behavior
In the Assistance section, you’ll see the list of AI assistants you’ve already created in your Ordemio account.
Select which assistant you’d like to handle this integration.
Under Bot user, choose the Freshdesk operator on whose behalf the AI will respond.
This can be any agent seat or the dedicated Ordemio AI account.
Optimization options (Change settings)
Once your Freshdesk integration is active, you can fine-tune how the AI behaves using the available toggles.
Process messages that are not assigned to anyone
When this option is ON, the AI automatically handles all new, unassigned tickets — ideal for fast replies and a fully automated experience.
When OFF, the AI only replies to tickets explicitly assigned to the selected bot user.
💡 Business value: Use ON for full automation, or OFF for tighter control during early pilots.
Add response as internal note
When enabled, the AI adds its message as a private internal note instead of replying directly to the customer.
This lets agents review or edit replies before sending them.
💡 Business value: Ensures quality control during early rollout and training.
Reply only to the first message
The AI will respond only to the customer’s first message in a ticket.
Useful for pilot testing or controlling message flow in complex cases.
💡 Business value: Keeps initial rollouts focused and easy to evaluate.
Retrieve User and Organization data from Freshdesk
Enable this toggle to let Ordemio access Freshdesk User and Organization fields for personalized replies.
In the Fields to retrieve box, list comma-separated field keys (e.g. plan_type, mrr_value, account_tier).
You can find your field keys in Freshdesk under:
Admin → Customers → Contact Fields and Admin → Customers → Company Fields.
💡 Business value: The AI can reference customer-specific details (like plan, usage, or status) directly from Freshdesk — giving faster, context-aware responses without back-and-forth.
Tag tickets
Enable this toggle to automatically add tags to any ticket the AI responds to.
By default, Ordemio adds the tag ordemio-ai-replied to track AI activity.
You can also define Advanced Tagging Rules to categorize tickets or filter out spam.
Example format:
"Adding seats or upgrading to a different plan": "subscription__upgrade", "ordemio_categorized" "If the message is spam": "spam"
(Optional) You can decide what counts as spam — for instance, non-support inquiries such as marketing offers, affiliate requests, job applications, or automated notifications.
If a ticket is tagged as spam, Ordemio will skip generating a reply for it.
💡 Business value: Tagging helps your team track AI replies, organize tickets by topic, and filter out irrelevant or spam requests automatically.
After adjusting your settings, click Save to confirm.
How to verify the connection
To confirm that your Freshdesk integration is active:
Go to your Freshdesk dashboard.
Navigate to Admin → Workflows → Automations.
Open the Ticket Creation tab.
Look for a rule named “OrdemioAI ticket created.”
If this automation rule is visible and active (green toggle on the right), your Ordemio integration is successfully connected and ready to process new tickets.
💡 Tip: The automation triggers a webhook whenever a new ticket is created, allowing Ordemio to read and respond in real time.
Why use the Ordemio AI agent in Freshdesk?
Ordemio’s Freshdesk integration helps support teams scale faster by combining automation and personalization inside the Freshdesk environment.
The AI assistant works seamlessly within ticket workflows, automations, and tags, handling repetitive requests and giving agents instant context from user and company data.
💡 Business value:
Faster first responses through automated replies to new or unassigned tickets.
Smarter routing with advanced tagging rules and spam filtering that keep your queue clean.
Personalized answers using Freshdesk’s user and organization fields (plan type, usage, tier, etc.).
Consistent reporting — all Ordemio activity is visible in Freshdesk tags and automation logs.
Together, these capabilities free agents from repetitive work while keeping every interaction traceable and compliant within Freshdesk.
✅ Outcome:
Your Ordemio AI agent is now connected to Freshdesk, configured for safe, personalized automation, and ready to assist customers and agents seamlessly.