Integrating Gleen With Freshdesk
Gleen 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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Gleen 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.
Last updated
If you'd like to integrate Gleen with Freshdesk, please reach out to our team and we'll get you set up.
When you set up the Freshdesk automation, Gleen will create a new agent in your Freshdesk account called "Gleen Bot". The bot will only respond to open tickets assigned to this agent.
Once Gleen 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 Gleen will reply again.
For Gleen to start automatically handling tickets in your Freshdesk account, you can create an automation to assign tickets to the Gleen 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 Gleen.
Gleen 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, Gleen 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 Gleen Bot, and the bot will stop responding.
These guidelines apply to all sources (Email, Website, and Whatsapp).
Gleen can automatically respond to tickets in Zendesk created by email. For each new message in a ticket, Gleen 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. Gleen 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. Gleen 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 Gleen 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 Gleen team for assistance.
Yes, Gleen can be trained on past Freshdesk ticket responses. Please reach out to our team for assistance if you would like this.
Yes, Gleen can be trained on Freshdesk canned responses. Please reach out to our team for assistance if you would like this.
Gleen 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, Gleen 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 Gleen Bot, and the bot will stop responding.
These guidelines apply to both email and website chat.
Gleen can automatically respond to tickets in Freshdesk created by email. For each new message in a ticket, Gleen 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.
