Uses Freshdesk's knowledge to respond to an agent and helps employees parse appeals.
Where to start Freddy
The support team already has instructions to restore access. It is different for the average user and administrator. For Freddy AI Agent in Freshdesk, you can pick up the sources of knowledge and configure how it works with queries. In the same line there is Freddy AI Copilot for employees. An example uses an agent that responds in a connected channel.
Give instructions for different roles. If one rule is at the end of a long article, put the condition for its application at the beginning. Then try to ask a question in the words of an ordinary visitor.
Verify that the answer explains the necessary step
Create a learning request “no entry email has arrived”. Indicate that the user can still open his mailbox. Check if the agent offers a suitable path and ask for an input code. Repeat the request specifying that access to the box is lost. In this case, it is important to move to the approved procedure or transfer the appeal to the employee.
Check the answers on one channel before expanding. In real support, the same question sounds in different formulations, so include a short message, a typo and two questions in one appeal.
Plan and session counter
Freshworks separately describes Freshdesk's plans, additional features, and account for agent sessions. Before launching, decide who will follow the answers and update the sources. If the instruction has changed, run the previous test questions again, including handling exceptions.
Suitable tasks
- Check answers for Freshdesk help
- Verify transmission of a complex request
Strengths
- Documented knowledge source settings
- There are separate functions for the client and employee
Limitations
- The cost of sessions depends on the scenario and plan
- Different roles need to be clearly distinguished in the knowledge base
Selection and conditions
- Free access
- Not confirmed
- Trial period
- Not confirmed
- No sign-up required
- Not confirmed
- Russian interface
- Not confirmed
- Local installation
- Not confirmed
- API
- Not confirmed
“Not confirmed” means there is not enough information. The feature may still be available; check the developer’s terms.
- Input formats
- Text, Document
- Result
- Text
Terms
Freshdesk rights and prepared articles are needed. First, check one channel.From task to first result
Practical example
- Task
- Check answers for Freshdesk help
- What to prepare
- Authorized test article about the return of the order. The text indicates the deadline for ordinary purchases and a separate exception.
Task brief or prompt
Prepare a reference answer for your regular purchase. Then, in a test conversation, describe the case that is not in the reference and check the transmission of the request to the person.
Expected result
A draft answer from the instruction and an understandable continuation for the treatment that the employee requires.
How to check the result
- Find the rule and exception in the article.
- Make sure that the answer does not promise to return funds or change the order without authority.
An editorial teaching example of a task brief, not the result of hands-on testing of the service. Check that the required mode is available, that you have rights to the source material and that the intended use of the result is permitted.
Check details
Official sources
- Features of Freddy AI in Freshdesk
- Connecting an agent
- Preparation of the knowledge base
- Freshdesk plans
This description is based on the developer’s material. Features, prices and availability may change; check the primary source before use.
