Freshdesk
GuruSup's Freshdesk integration
If your team works in Freshdesk, there is no need to leave it. GuruSup, the omnichannel platform that plugs into your company's systems, connects to Freshdesk over API to look up and update what each process needs, such as tickets, statuses, contacts or tags. Meanwhile, its AI agents look after your customers on WhatsApp, email, web chat and voice, with access to your CRM, your ERP or your ecommerce platform.
Freshdesk keeps tickets in order. GuruSup checks your systems and gets the work behind each request done.
Freshdesk connected to your AI agents over API
Through the Freshdesk API, GuruSup looks up and updates the information each process needs: tickets, statuses, contacts or tags. During implementation we agree the exact scope of that connection with your team, based on your use cases and the permissions you grant.
You automate by use case. You choose which types of query move to GuruSup and which your team keeps handling in Freshdesk, without changing everything at once.
Every answer starts from your data. The agent checks your CRM, your ERP or your ecommerce platform and applies your rules before replying to the customer.
The work actually gets done. Returning an order, changing an address or creating a booking is completed through the integrations you have connected, instead of stopping at a reply.
Your articles and canned responses as the starting point
The knowledge base you already have in Freshdesk does not go to waste. Its articles and your team's canned responses are used to configure the agents from day one, and GuruSup adds what the rest of your company's tools and departments know.
Nothing to rewrite. Articles and canned responses are the first source the agent answers from.
Beyond support. The agent also answers with information from other departments, using your company's judgement and not just the help article.
Always the current version. When a policy or a procedure changes, the knowledge is updated and the agent stops using the old version.
WhatsApp, chat and voice without adding Freshchat or Freshcaller
In Freshworks, each extra channel tends to be another product: Freshchat for chat and WhatsApp, Freshcaller for voice. In GuruSup, the same agents handle WhatsApp, email, web chat, voice and Instagram, and the customer's context follows them when they switch channel.
Set it up once. Use cases and business rules are defined once and apply to every channel.
The customer never starts from scratch. If they write on WhatsApp and then reply by email, the agent knows where the request stands and does not ask for what they already said.
Add channels whenever you like. Start with one channel and one use case, and add more without touching what already works.
When a case needs someone on your team
If a query needs a person, it is flagged as pending review and your team receives it with the whole conversation in front of them. To begin with, you can keep every reply in draft and automate once the results back it up.
Your escalation rules. You set which use cases always go to a person and in which situations the agent has to stop.
Draft first, send later. The agent prepares the reply and your team approves it. That is how we recommend starting a pilot.
Full context. Whoever takes the case sees the history and what the agent has already looked up in your systems.
Other ways to connect your internal systems
Almost every process can be handled through your systems' APIs. If one of them has no API, there are other options so that process is not left out of the automation.
MCP and Composio. Tools without a direct integration are linked through connectors such as MCP or Composio.
Working through the interface. If an internal system has no API, the agent can work through its interface, just as a person would.
With your credentials. Every connection is limited to the credentials and scope you authorise.
Getting the integration up and running
Authorisation
You authorise access to your Freshdesk API with the credentials and permissions you decide on.
Connection scope
We set which Freshdesk data GuruSup looks up and updates, such as tickets, statuses, contacts or tags, and which channels it uses to serve your customers.
First use cases
We pick the first use cases, connect the systems they need and define your rules and limits.
Pilot and next steps
You start in draft mode on one use case with real volume, measure the results together and widen the automation from there.
Security, access and data hosting
You authorise the Freshdesk connection with your account credentials and can revoke it at any time. Each integration runs within the scope you approve, and a company-wide instruction stops agents from showing internal identifiers in their replies.
GuruSup hosts all of its infrastructure in the European Union.
What changes
Less volume in your Freshdesk: what changes when you integrate GuruSup
These are the changes you notice when AI agents work with your Freshdesk data. How far they go depends on the systems you connect and the use cases you automate.
- Company profile
- For mid-market and enterprise companies where answering a query means going through several systems and departments.
- Query volume
- Repetitive use cases are resolved without going through the queue, and campaign peaks are absorbed without adding headcount.
- Channels
- WhatsApp, email, web chat, voice and Instagram in the same operation, instead of split across Freshdesk, Freshchat and Freshcaller, with the customer's context carried from one channel to the next.
- Resolution
- The agent does not just categorise the query and leave it in the queue: it marks it resolved once the work is done.
- Your systems
- Before replying it checks your CRM, your ERP, your ecommerce platform or your billing, and carries out the work in those same systems.
- Languages
- It replies in the customer's language, across 78 languages, switching language within the same conversation.
- Knowledge
- It starts from your Freshdesk articles and canned responses and adds what GuruSup gathers from other departments in your company.
- Human hand-off
- Your team gets the full conversation and a reply already drafted, which they review before sending.
- Measurement
- Resolution without human intervention, response and resolution times, and satisfaction by channel and by agent.
We analyse your Freshdesk tickets and tell you how much volume could stop reaching your team
In a 20-minute demo we look at which queries come up most, which systems are worth connecting and how much of that volume the agents can resolve without human intervention.
Browse all integrationsGuides you might find useful
Migrating from Freshdesk to GuruSup
The phases of the switch, what carries over, how Freshdesk keeps running during the pilot and which metrics show whether it worked.
GuruSup vs Freshdesk
GuruSup and Freshdesk head to head, capability by capability: AI, integrations, channels, pricing and rollout.