Freshdesk tickets
When a visitor asks to talk to a person, PageClerk can open a ticket in your Freshdesk helpdesk, so the handoff lands where your team already works. Freshdesk tickets come with Human handoff, on the Startup plan and above.
Set it up
Section titled “Set it up”- In PageClerk, turn on Settings → Human handoff for your chatbot.
- In Freshdesk, open your profile settings and copy your API key (where to find it). Use an agent who can create tickets.
- In PageClerk, go to Integrations → Freshdesk tickets, enter your Freshdesk address (e.g.
yourcompany.freshdesk.com) and the API key, and click Connect. - Optionally choose a group to assign tickets to, then click Save.
- Click Send a test ticket to see exactly what your team will receive.
The key is stored encrypted and never shown again.
What the ticket contains
Section titled “What the ticket contains”| Field | Value |
|---|---|
| Requester | The visitor’s email (Freshdesk creates the contact if it’s new) |
| Subject | “Chat handoff:” plus the assistant’s summary of what the visitor needs |
| Description | The summary, intent, urgency and qualification, any extra questions the visitor answered, the full conversation, and a link back to PageClerk |
| Priority | Urgent for emergencies, High for urgent requests and complaints, Medium or Low otherwise |
| Source | Chat |
| Status | Open |
| Group | The group you chose, if any |
| Tags | pageclerk, chat-handoff, and intent-… (e.g. intent-complaint) |
How it fits with email and webhooks
Section titled “How it fits with email and webhooks”A handoff still emails the support address from Settings → Human handoff and sends the escalation_requested webhook. The Freshdesk ticket is created alongside them.
Each handoff in Leads shows a link to its ticket. If Freshdesk is down or rate-limited, PageClerk retries after 1 minute and again after 10 minutes. If the ticket still can’t be created, for example because the key was revoked, the lead shows why.
Good to know
Section titled “Good to know”- Tickets are only created for handoffs where the visitor left their email.
- To change helpdesks, click Disconnect and connect again. Disconnecting deletes the stored key; existing tickets stay in Freshdesk.
- Click Refresh groups after adding groups in Freshdesk.