Integrating Alhena With Freshdesk
Alhena can work with your existing Freskdesk helpdesk and seamlessly integrate into your existing workflows. It can respond to website chat and email, passing on to a human when needed.
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Alhena can work with your existing Freskdesk helpdesk and seamlessly integrate into your existing workflows. It can respond to website chat and email, passing on to a human when needed.
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You can enable the Freshdesk integration from the Alhena dashboard. Navigate to the Integrations page, and click the "Helpdesk integration" tab. From there, you can toggle Freshdesk on, and then click "Configure settings" to complete the setup.
You will need your Freshdesk domain (e.g. https://example.freshdesk.com, the one you use to access Freshdesk) and an API key to configure the integration.
From Freshdesk, you can navigate to your profile page, and then click "View API Key" to get your key.
Now you'll be able to fill out the form on the Alhena's Freshdesk settings page and complete the integration.
Now you can enable human transfer from the Alhena chat widget. This will create a new ticket in Freshdesk that you can reply to later and follow up the user's questions by email.
You can also allow Alhena to respond to emails in your account. It will only respond to tickets you assign to the AI agent. See the instructions below for more information on how to automatically assign tickets ot the AI agent.
When you set up the Freshdesk automation, Alhena will create a new agent in your Freshdesk account called "Alhena Bot". The bot will only respond to open tickets assigned to this agent.
Once Alhena answers the ticket, it will move it back into the closed status. Freshdesk automatically moves tickets back to the open status when a customer replies, and then Alhena will reply again.
For Alhena to start automatically handling tickets in your Freshdesk account, you can create an automation to assign tickets to the Alhena Bot agent.
To set up an automation, click the settings wheel in the sidebar, click automations, and click "New Rule". Here is a simple example of an automation to assign tickets to Alhena.
Alhena will stop responding to users and transfer the query to a human for a few different scenarios:
The user asks for a human agent, i.e. they type "I want to talk to a person" or something similar.
The bot wasn't able to find an answer in its knowledge base.
A custom rule you've added in the answering guidelines for your bot was triggered.
By default, Alhena will unassign the ticket from itself in case of human transfer. If you would like the ticket to be assigned to a specific group for your human agents, reach out to our team for assistance.
Human agents can also manually respond to tickets from within Freshdesk or reassign them away from Alhena Bot, and the bot will stop responding.
These guidelines apply to all sources (Email, Website, and Whatsapp).
Alhena can automatically respond to tickets in Zendesk created by email. For each new message in a ticket, Alhena will generate a new answer, transferring the ticket to a human agent when needed.
There are some additional human transfer rules for email tickets:
An email that we suspect is from an automated system was assigned to the bot.
An email with "Fwd:" in the subject line.
In Freshsuite, website chat tickets are typically handled through Freshchat. Alhena provides a website chat widget with our Website SDK in place of Freshchat's widget, where we can provide the best experience for interacting with the bot. When a human agent is needed, your ticket will be synced into Freshchat, where human agents can reply just as they would with the default Freshchat widget.
When customers open chat tickets outside of your normal business hours, you may want these tickets to be automatically moved to Freshdesk so you can reply to the customer via email. Alhena will collect the customer's email address on human transfer.
When a ticket is transferred to human agents, the bot will ask users for the email address.
If you use one Freshdesk account to manage tickets for multiple different websites or products, you can set up different bot profiles with their own knowledge base for each of them. You can then have Alhena automatically route these tickets to the appropriate bot profile based on the support email address the tickets are sent to.
If you'd like to use this feature, please reach out to the Alhena team for assistance.
Yes, Alhena can be trained on past Freshdesk ticket responses. Please reach out to our team for assistance if you would like this.
Yes, Alhena can be trained on Freshdesk canned responses. Please reach out to our team for assistance if you would like this.
Alhena will stop responding to users and transfer the query to a human for a few different scenarios:
The user asks for a human agent, i.e. they type "I want to talk to a person" or something similar.
The bot wasn't able to find an answer in its knowledge base.
A custom rule you've added in the answering guidelines for your bot was triggered.
By default, Alhena will unassign the ticket from itself in case of human transfer. If you would like the ticket to be assigned to a specific group for your human agents, reach out to our team for assistance.
Human agents can also manually respond to tickets from within Freshdesk or reassign them away from Alhena Bot, and the bot will stop responding.
These guidelines apply to both email and website chat.
Alhena can automatically respond to tickets in Freshdesk created by email. For each new message in a ticket, Alhena will generate a new answer, transferring the ticket to a human agent when needed.
There are some additional human transfer rules for email tickets:
An email that we suspect is from an automated system was assigned to the bot.
An email with "Fwd:" in the subject line.
Alhena can create tickets in Freshdesk when transferring users from the chat widget. This allows you to reply to users questions by email. If you'd like to configure live chat with Freshchat, please contact Alhena support for more help.
