AI Handles the Easy Questions, Freshdesk Gets the Rest

Stop paying agents to answer the same questions every day. Boei's AI resolves common inquiries on your website, then creates Freshdesk tickets for anything that needs a human touch, with smart tags and priority already set.

Smart triage before ticket creation

Auto-tagged Freshdesk tickets

AI and human agents working together

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Build a Support System Where AI and Humans Each Do What They Do Best

Your Freshdesk agents are good at solving complex problems, showing empathy, and making judgment calls. They are not good at answering "What are your business hours?" for the 50th time today. That is where Boei comes in.

Boei's AI agent lives on your website and handles the first layer of support. It is trained on your help articles, product docs, and FAQs. When a visitor asks something the AI can answer, they get help in seconds. When the AI reaches its limits, it collects the visitor's details and sends everything to Freshdesk as a properly categorized ticket.

The key difference from a basic chatbot: Boei's agentic AI can actually look things up during the conversation. It calls webhooks to check order status, verify account details, or pull pricing information. This means more questions get resolved without ever reaching your Freshdesk queue.

How the Handoff Works

Seamless transition from AI to your Freshdesk team

Customer Chats on Your Website

A visitor opens the Boei chat widget and types their question. The AI agent starts helping immediately, no wait time, no queue.

AI Tries to Resolve It

The AI searches your knowledge base, checks via webhooks if needed, and provides an answer. Most routine questions are resolved right here.

Complex Issues Go to Freshdesk

If the AI cannot fully resolve the issue, it creates a Freshdesk ticket via webhook with conversation history, customer info, topic tags, and suggested priority.

How Teams Connect Boei to Freshdesk

Ticket Creation With Smart Tags

The AI analyzes the conversation topic and adds relevant tags like billing, shipping, technical, or account. Your Freshdesk dispatch rules take over from there.

Automatic Contact Linking

When the AI collects an email address during the chat, the webhook checks if that contact exists in Freshdesk. Existing customers get their ticket linked to their profile.

Priority Routing by Urgency

Boei detects urgency signals in the conversation, like words such as 'broken', 'can't access', or 'deadline'. High-urgency chats are flagged as priority tickets in Freshdesk.

Full Conversation Context Included

Every Freshdesk ticket includes the complete chat transcript, the page URL, device info, and an AI-written summary. Agents understand the issue before they even open it.

Department-Based Routing

The AI categorizes conversations into topics that map to your Freshdesk groups. Sales questions go to sales, billing issues go to finance, technical problems go to engineering.

After-Hours Ticket Collection

When your team is offline, the AI keeps helping visitors. Questions it cannot answer become Freshdesk tickets waiting for your agents in the morning, with everything they need to respond quickly.

Frequently Asked Questions

Is this a native Freshdesk integration?

Boei connects to Freshdesk via webhooks or Zapier. When the AI escalates a conversation, it sends the data to Freshdesk's API to create a ticket. This works with all Freshdesk plans that have API access.

Can the AI access Freshdesk data during conversations?

Yes. Boei's agentic AI can call webhooks mid-conversation to look up ticket status, customer history, or any data your API exposes. This helps the AI resolve more questions without escalating.

What Boei plan do I need for this?

Webhook integrations require the Growth plan at $49/month (annual billing). This gives you 3 chatbots, 7,000 AI credits, and full API access. You can start with a 7-day free trial.

How do I map Boei topics to Freshdesk groups?

In your Boei dashboard, you configure the webhook payload to include specific fields that Freshdesk uses for routing, like group_id or type. You define which conversation topics map to which Freshdesk group.

Will this slow down our Freshdesk response times?

The opposite. By filtering out routine questions, your Freshdesk agents have fewer tickets to handle. This means faster response times on the tickets that actually need human attention.