Freshdesk chatbot for IT Helpdesk

A basic FAQ bot explains how to submit a Freshdesk ticket. Workativ's Freshdesk chatbot automatically creates the ticket with the correct group and priority, and when possible resolves the issue directly such as resetting a password allowing the ticket to be closed without agent involvement.

Employees describe their issue in Slack. The chatbot classifies the request, creates or updates the corresponding Freshdesk ticket, and posts ticket status updates back into the same Slack thread as the request progresses.

As a native Microsoft Teams app, employees can create support tickets, check ticket status, or get answers to common questions, while Workativ keeps the underlying Freshdesk ticket synchronized in real time.

Workativ automates ticket creation and updates, ticket status checks, SLA-aware routing, responses to common support questions, and common IT requests such as password resets and access grants.

Workativ integrates Freshdesk with Azure AD, Okta, Microsoft 365, Slack, Microsoft Teams, and 100+ additional applications, enabling ticketing and identity management actions within a single conversation.

With a pre-built Freshdesk API integration and ready-made ticketing templates, most organizations can deploy the chatbot within 5–7 days without developer support.

Requests that require human intervention are routed to the appropriate Freshdesk group with the correct priority and complete conversation history attached, so agents have all the necessary context from the beginning.

Freddy AI operates within the Freshdesk portal and the broader Freshworks ecosystem. Workativ extends support into Slack and Microsoft Teams while also integrating with external systems such as Azure AD and Okta, enabling end-to-end automation beyond the Freshworks platform.

Yes. Workativ is SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant, with role-based access control, audit logs, MFA/SSO support, and permissions aligned with your existing Freshdesk agent roles and group permissions.