You can power your Freshdesk support experience using the Fin AI Agent to resolve tickets automatically. When a ticket is assigned to Fin in Freshdesk, all details, requester information, and comments sync to Intercom. Fin then provides a response based on your configured workflows and knowledge sources, syncing that response back to the Freshdesk ticket.
Note: From the perspective of your customers and Freshdesk agents, Intercom's role in powering Fin is not exposed or referenced.
Prerequisites
Before you begin, ensure you have the following:
Freshdesk Administrative Access: Required to manage automations and settings.
Dedicated Freshdesk Agent: Create a unique agent (e.g., "Fin AI Agent") specifically for this integration.
Support Role Only: The dedicated Fin agent must be assigned a support role only.
Important: Assigning an administrator role to the Fin agent will cause a connection error.
Part 1: Connect the accounts
In Intercom, navigate to Connect > Freshdesk and click Connect.
Enter your Helpdesk URL: In Freshdesk, go to Admin Settings > Helpdesk Settings to find your subdomain (e.g.,
companyname.freshdesk.com).Enter your API Key: In Freshdesk, click your Profile icon in the top right, select Profile settings, and click View API Key.
Click Connect to Freshdesk.
Note: We strongly recommend using the API key from a dedicated "Fin AI" agent profile rather than a personal teammate account. This ensures the connection remains active even if a specific teammate is removed from your Freshdesk account.
Once validated, Fin automatically:
Creates Webhook automation rules in Freshdesk to handle the handshake.
Syncs your Brands and Business Hours so Fin knows when to be active.
Part 2: Configure Freshdesk automations
To ensure tickets are correctly routed to Fin, you must update the automation rules in Freshdesk:
In Freshdesk, navigate to Admin > Automations.
Locate the Assign Fin rule created by the integration.
Edit the rule to set the Assignee to your dedicated Fin agent.
Move this rule to the top of your automation list to prevent other routing rules from interfering.
Set the automation execution setting to Execute all matching rules.
Part 3: Select Fin Freshdesk agent
After configuring Freshdesk, return to Intercom to finalize the identity:
Return to your Intercom workspace in Settings › Freshdesk tickets select your Fin agent under Fin Freshdesk agent.
Click Save.
Note: Automation rules in Freshdesk are only enabled once you click Activate within the Intercom UI.
Part 4: Safe testing before going live
Before allowing Fin to handle all incoming tickets, it is a best practice to verify that the handshake and AI responses are working correctly using an isolated test ticket.
Create a "Test Trigger" in Freshdesk
To prevent Fin from responding to real customers during your test, add a temporary condition to your routing rule:
In Freshdesk, edit the Assign Fin automation rule.
Add a condition: Ticket Subject contains "FIN TEST".
Save the rule.
Verify the integration loop
Send a test email to your support address with "FIN TEST" in the subject line.
Verify the Handshake: Go to the Conversations tab in Intercom. You should see the Freshdesk ticket appear there.
Evaluate the AI: Watch how Fin processes the ticket. In Intercom, you can see which specific help articles Fin used to generate the response.
Check the Sync Back: Return to the ticket in Freshdesk. You should see Fin's response appearing as a reply to the customer.
Important: Once you are satisfied with the performance, remember to remove the "FIN TEST" condition from your Freshdesk automation rule to allow Fin to handle all incoming tickets.
Optional configurations
Field Mapping: You can map custom Freshdesk ticket, user, or company fields to Intercom attributes for better context.
Knowledge Base Import: Import your Freshdesk help articles. If you change an article title in Freshdesk later, a re-sync may create a duplicate; you should manually remove the old version from Fin's knowledge pool.
Historical Data: You can import up to 30,000 closed tickets (email and portal source only) for Fin to reference.
User verification: When you add the Handoff to ticket in Freshdesk step to your workflow, a User verification setting is available. When enabled, customers must verify their email address with a one-time password (OTP) before a ticket is created. This applies when the Messenger is not operating in secure mode. You can toggle this off directly in the workflow step.
FAQs
What tags does Fin apply to Freshdesk tickets?
What tags does Fin apply to Freshdesk tickets?
Fin uses fin-involved, fin-soft-resolution, and fin-resolved to track ticket states. These are automated, though you have limited control over custom tagging via Fin's guidance settings.
Can I import my historical tickets?
Can I import my historical tickets?
Yes, you can import up to 30,000 closed tickets. Note that only tickets sourced from email or the portal are supported for this import.
What happens if Fin doesn't respond to a ticket?
What happens if Fin doesn't respond to a ticket?
If Fin does not respond, check that the Assign Fin automation rule in Freshdesk is enabled and positioned at the top of your automation list. Also verify the assignee in the rule matches the Fin agent selected in your Intercom settings.
Can I connect multiple Freshdesk accounts?
Can I connect multiple Freshdesk accounts?
Each Intercom workspace supports one Freshdesk connection. If you need to connect multiple accounts, contact Intercom support.
How do I map custom Freshdesk fields to Intercom?
How do I map custom Freshdesk fields to Intercom?
You can map custom Freshdesk ticket, user, or company fields to Intercom attributes in the Optional configurations section after connecting. This gives Fin additional context when generating responses.
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