Freshdesk

Guidelines to add and index your private Freshdesk Knowledge Sources

Note: You cannot index your Knowledge Source if you are on Freshdesk's Free plan. This is because making API calls to Freshdesk is unsupported in this plan.

Prerequisite - Integrating with Freshdesk

To index your Knowledge Source, you must integrate your Freshdesk account with ClearFeed.

1. Navigate to Settings from the nav-bar, and proceed to the Integrations tab.

2. Within the list of available integrations, locate and select Freshdesk.

3. Press the Connect button. You will be asked to enter the Freshdesk sub-domain, as well as the API Key of your Freshdesk Account which once done, you should click on the connect button.

4. This will direct you to the Freshdesk sign-in page. Fill in the credentials and sign in. This step isn't required if you are already signed in to your Freshdesk account.

5. Once you sign in, you will be redirected to ClearFeed, and your integration will be completed.

Indexing a Freshdesk Knowledge Source

With the integration complete, you can now index your Knowledge Source:

Indexing a Freshdesk Knowledge Source

Step 1: Add your first Knowledge Source

• From the left navigation bar on the ClearFeed WebApp, go to AI > Knowledge Sources.
• Hover over the "Add Knowledge Source" dropdown at the top right corner to select Freshdesk.

• A side drawer will appear, prompting you to provide specific details:

  • Name: Designate a title for this Knowledge Source, which will be displayed on ClearFeed.

  • Tags: These are identifiers linked with every Knowledge Source, aiding in categorization and structuring. Customize tags based on your needs. Note: Freshdesk will be a default tag.

  • Auto Reindex Regularly: When enabled, the particular knowledge source will reindex once every 24 hours.

• After saving your addition, the Knowledge Source will either start indexing immediately (reflected by an Indexing status) or will be picked soon (reflected with an Initiated status). Get more details on Managing Knowledge Sources here.
• Reindexing Freshdesk Docs - To reindex Freshdesk documents, manually reindex the knowledge source by clicking the "Reindex" button next to it.

  

  Reindexing Freshdesk Docs

Step 2: Test your Knowledge Source

Once the status of the knowledge source has been indexed, test the GPT-powered responses generated from it. Refer to the document below for more information.

Testing GPT-Powered Answers

Step 3: Enable 'Answers' in the Collection Settings

Navigate to the collection settings where you want to enable GPT-Powered Answers and enable 'Answers'. Refer to the document below for more information.

Virtual Agent & Agent Assistant