As an initial step we would like to give a brief overview of our terminology and wording. All apps offered are based on a single technical platform: our AI-Agents. As you may have already guessed AI is the acronym for Artificial Intelligence. Therefore we subsequently will often use the term AI-Agents.

To ensure that our AI-Agents can support you appropriately we have establish a connect between your Freshdesk instance and our AI-Agents.

This connection is established via the internet, i.e. via proven API end-points provided by Freshdesk.

API itself stands for Application Programming Interfaces. It allows us to directly access single information within your Freshdesk instance and to edit/process them accordingly. 

Setting up a API Connection for AI-Agents

step-by-step guide

Step 1: Check out your API Key!

Navigate in the Menu >> Profile settings

Just to know for you, here you can find the API Key:


Step 2: Collecting access data:

Now it’s our turn.

With receiving Freshdesk’s confirmation mail of a new user in Freshdesk we will correspondingly set-up the new user with a password and collect the API Token. 

The API Token is necessary to set-up an API connection.

Please do not send us these access data by email at any time!

Step 3: Provision of AI-Agents

Within 48 hours you can dispose of your personal AI-Agents from our cloud.

Step 4: You are done!

Our AI-Agents can now communicate with your Freshdesk instance.

You can now proceed with the Customize Case Enrichment App for Freshdesk – Document based machine learning guide.