Zipchat for Freshdesk

AI chatbot with Freshdesk ticket handoff

When a conversation needs a person, Zipchat creates the Freshdesk ticket with a summary and the full transcript.

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Example conversation · Freshdesk ticket with the ready-made integration

Zipchat and Freshdesk logos side by side

How does Zipchat work with Freshdesk?

Zipchat is the AI agent for the whole ecommerce customer journey. With the ready-made Freshdesk skill, it answers shoppers on its own and, when a person is needed, creates the Freshdesk ticket with a summary and the full transcript.

Ready-made Freshdesk integration
Ticket with priority, status Open and a tag
Summary as the ticket description
Full transcript as a private note

From chat to Freshdesk ticket

A shopper needs a person

Zipchat asks for name and email

The ticket opens in Freshdesk, with the transcript

Connect Freshdesk in 3 steps

Add the Freshdesk skill

Install the Freshdesk template from the skill gallery.
Add your API key

Connect your Freshdesk API (REST v2). Stored encrypted.
Go live

Your team picks up tickets in Freshdesk as usual.

Good to know

It creates tickets. It does not read, search, close or edit existing tickets.
It uses the standard Freshdesk fields. Required custom fields are mapped during setup.

FAQ

Freshdesk integration FAQ

Is the Freshdesk integration native?

No. It is a ready-made integration, an Agentic Skill: a template you install and connect to your Freshdesk API. Zipchat's in-app support agent helps you set it up.

Does the shopper have to repeat the problem?

No. The full conversation is attached to the ticket as a private note, so your agent sees what was said before replying.

Can Zipchat update or close Freshdesk tickets?

No. Zipchat creates new tickets with the transcript attached. Your team handles the ticket in Freshdesk.

Does it work with custom fields?

It uses the standard Freshdesk fields: email, subject, description, priority, tags and private notes. Required custom fields can be mapped during setup.