This guide covers everything you need to connect Fin to your Freshworks setup. The Freshdesk (tickets) and Freshchat (live chat) connections are set up separately, so you can complete both at once or come back to Freshchat after Freshdesk is live. Each section walks you through connecting your account and deploying Fin.
Freshdesk
1. Connect Freshdesk (tickets)
Prep Freshdesk:
Before you connect Freshdesk and Fin, we recommend creating a user specifically for Fin or whatever the name of your AI agent will be. You should add this user with an agent Permission level. you can do this in the ‘Users’ section of the Freshdesk Admin Settings.
Note: We recommend a new and separate agent as it makes it very easy to track conversations and for us to investigate and debug any conversations which show unexpected behaviour in the unlikely event that should happen.
Ensure that any other core settings in your Freshdesk settings are primed to support Fin. We’d recommend reviewing business hours and any routing rules that may need to be edited once Fin has been connected.
Within Fin, go to the Connect tab, select the Freshdesk connection and follow the in-product instructions — Fin tells you exactly where to go in Freshdesk.
Enter your Freshdesk domain (your …freshdesk.com URL).
Get your API key: in Freshdesk, click your profile icon (top-right) → Profile settings → View API key. If it shows “Your API is disabled,” enable API access in Agent settings, refresh, then copy the key.
2. Train Fin on your content
Go to Train > Content to ensure Fin has all the same context and knowledge as your existing systems.
Select the Freshdesk Knowledge base: Here you can your API key and subdomain for Fin to sync with your up to date help centre in Freshdesk. From this, Fin will have the same context as your existing support agents to accurately answer customer queries.
You can also add further content including uploading pdfs and other links if you go into ‘Articles’ and upload new content. This content will only live in Fin.
There will also be the option to sync Freshdesk Ticket History. If you do this, Fin will begin a sync to pull in the last 90 days of tickets in a ‘read-only’ fashion so that it can better understand your inflow patterns and start to identify potential improvements.
Note: This step can take a few hours to complete but will run in the background. Insights will be surfaced in the recommendations step.
Once completed, you can spend time defining attributes, guidance and escalation guidelines for Fin at any time as they are not critical to the initial Freshdesk integration but are recommended before setting Fin live. Information and Guidance on making the most of these sections of Fin can be found here.
Once you are happy with the content, guidance and other aspects of the Train section, you are in a position to test Fin. If you have completed your historical ticket sync, Fin can generate a sample of 50 representative queries from them and test how well it responds to those questions.
When testing is complete, you’ll be ready to Deploy. 👇
3. Deploy
If you haven’t already, we recommend creating a new agent user role for Fin - see Step 1.
When deploying, the first step will be to ensure that your configuration settings in Freshdesk are set properly to allow Fin to take hold of and respond to tickets.
Go to Deploy > Freshdesk Tickets and click Set up.
Click Configure.
Assign the newly created agent for Fin.
Assign tickets in Freshdesk:
This section requires you to enter Freshdesk settings
Assign Fin in automation: Admin > Settings > Automation.
Selecting the Fin agent auto-creates/updates the “assign Fin” rule for you.
Make sure Fin’s assignment rule runs first, ahead of your other ticket-assignment rules. Note that you may only be able to reorder these rules if both are enabled. Toggle the rules on, re-order and then toggle off until you are ready for Fin to start answering questions.
Configure Ticket updates to toggle on Send Email to ticket requester if desired in the ‘Ticket Updates’ section in Freshdesk.
Return to Fin Deploy section
Review Workflow: Check Handoff rules are appropriate as desired.
Manage Data: These fields are those that exist in Freshdesk that Fin should have sight of and be aware of. Select those which would be used to identify different audiences, classify tickets and create branches in workflows.
Add in different brands that are needed within Fin.
Schedules should have automatically synced based on those defined in Freshdesk. Simply review to see if they are as expected and how you’d like Fin to behave. To change them, control this via the schedules set in Freshdesk.
When you're happy, hit the Go live button in the top left of the Deploy section. 🎉
Freshchat
If you're also a Freshchat customer, you can follow this guide to install Fin Messenger and deploy Freshchat. You can choose whether to connect Freshchat at the same time as Freshdesk or come back after and run these instructions separately.
1. Connect Freshchat (live chat)
Freshchat is a separate connection and requires a few more pieces of information than Freshdesk so allow a little more time to connect compared to Freshdesk.
Within Fin, go to the Connect tab, select the Freshchat connection:
Choose the same Freshchat agent as was used for Freshdesk (unless you would like them separate).
Choose the escalation group that handoffs should be sent to - likely a group of existing agents.
Filter for topics if desired.
Auto-resolve inactive conversations: Follow instructions within Fin.
Note: You will need your Freshchat API keys and URLs to hand - a separate window to access these and copy into the automation config page makes this quicker.
Install advanced automations add on - note to edit this when downloaded, click the Edit settings button (it may appear to still look like the Fresh app marketplace).
Enter all API keys and URLs requested.
Create new automation.
When you have set all these elements up within the "Configure for Freshchat" section, you can continue, you don’t need for configure for Web, Mobile SDKs etc.
2. Install the Fin Messenger
To get the best performance on chat, you will need to install the Fin Messenger and route chat via this instead of existing Freshchat solutions. Follow the instructions within Fin, installing the messenger in whichever way is most appropriate for your website or app.
3. Deploy
Once installed, you will then need to confirm the ticket fields you want to sync between Fin and Freshdesk:
Return to Fin Deploy section.
Review Workflow: Check Handoff rules are appropriate as desired.
Manage Data: These fields are those that exist in Freshdesk that Fin should have sight of and be aware of. Select those which would be used to identify different audiences, classify tickets and create branches in workflows.
Add in different brands that are needed within Fin.
Schedules should have automatically synced based on those defined in Freshdesk. Simply review to see if they are as expected and how you’d like Fin to behave. To change them, control this via the schedules set in Freshdesk.
Note: Anything Fin should have context of and write back to should be included as a field in this section.
When you're happy, hit the Go live button in the top left of the Deploy section. 🎉
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