How Freshdesk integration works

When you connect Freshdesk, CustomGPT.ai reads your tickets and adds them to your agent's knowledge base.

What gets added

Ticket conversations and their comments are added to your agent's knowledge base. Internal agent notes are never imported.

How anonymization works

Ticket content has names, emails, phone numbers, and addresses removed before it becomes agent knowledge, if you turn on the Anonymize toggle. It's off by default. Turn it on in Manage your Freshdesk connection.

How citations work

When your agent answers using a Freshdesk article or ticket, the citation links back to that article or ticket so anyone can open the original.

Related articles

• Connect Freshdesk to your agent​
• Manage your Freshdesk connection
• Enable Freshdesk auto-sync
• Freshdesk limits