🛠️ Objective

To automatically generate and attach a CustomGPT-generated support response to a Freshdesk ticket using CustomGPT.ai’s Zapier integration. This guide assumes the ticket arrives via Freshdesk, and your CustomGPT Agent is configured to handle support-related questions (Persona and knowledge base set up).

🔄 Workflow Summary

1. Trigger: A new Freshdesk ticket is created
2. Action 1: Create a CustomGPT conversation in the Agent of your choice
3. Action 2: Send the ticket content to the CustomGPT Agent for an AI-generated response
4. Action 3: Add the AI response as a private note to the original Freshdesk ticket

Step-by-Step Configuration in Zapier

Step 1: New Ticket in Freshdesk

• App: Freshdesk
• Trigger Event: New Ticket
• Account: Select your Freshdesk account and authenticate with Zapier

This captures new support tickets and initiates the workflow. Every time a new ticket is received, this workflow will begin.

Step 2: Create Conversation in CustomGPT

• App: CustomGPT (You will need to authenticate your CustomGPT account with Zapier here)
• Event: Create Conversation
• Project Name: Select an Agent of your choice from your list of existing Agents.
• Conversation Name: Use dynamic field from Step 1: Freshdesk Ticket Display ID

Step 3: Send Message to CustomGPT

• App: CustomGPT
• Event: Send Message
• Project Name: Select the Agent from the previous step
• Conversation Session ID: Map from Step 2
• Lang: en
• Message Text: You can preface the ticket content with whatever you want here, but then make sure to attach the content from the ticket in the initial trigger using this description field: {{Freshdesk Ticket Description}}

Step 4: Add Notes to Freshdesk Ticket

App: Freshdesk
Event: Add Notes to a Ticket Ticket ID: Use Ticket Display ID from Step 1 Notes: Use ‘Answer from your chatbot’ field from Step 3 (AI-generated message) Private: Set to Yes (unless you want your customers to see the response)

📈 Optional Enhancements

• Send an Email Response Automatically: Use the 'Reply to Ticket' action instead of 'Add Note' if you want to send the response to the customer.
• Language Routing: Use a formatter to detect language and pass it into the Lang parameter.
• Tag Tickets: Add labels or tags to the ticket using another Freshdesk action.

✅ Final Notes

• Ensure your CustomGPT Agent is equipped with relevant help content, documentation, and SOPs for high-quality answers. Also, a Persona to instruct it to provide responses in email format.
• Use test tickets in Freshdesk to trial the Zapier flow before deploying it live.
• Make sure your API key and access permissions for both platforms (CustomGPT and Freshdesk) are correctly configured in Zapier.