Gleap AI agents can work in Freshdesk through Composio, which helps teams that answer email in Freshdesk and collect bug reports and feedback in Gleap. A custom agent can look up a customer’s Freshdesk history, open tickets and add private notes, limited to the Freshdesk actions your team leaves switched on.
What a Gleap agent can do in Freshdesk
- Customer history next to the report: with Search Contacts and Filter Tickets, the agent finds the reporter’s recent Freshdesk tickets and summarizes them on the Gleap ticket.
- Bug reports to the support desk: Create Ticket opens a Freshdesk ticket from a Gleap bug report, with the reporter’s email, the page URL and the steps they described.
- Private notes instead of replies: Add Note to Ticket can post a private note, for example that engineering confirmed the bug in Gleap.
- Solution articles as a reference: Search Solution Articles shows what your Freshdesk knowledge base already says before a teammate answers.
- Satisfaction context: List Ticket Satisfaction Ratings shows how the customer rated earlier Freshdesk tickets.
Example: one export bug, two inboxes
A customer reports a broken CSV export through the Gleap widget in your app and also emails your Freshdesk support address. A teammate @mentions the agent on the Gleap ticket. The agent finds the open Freshdesk ticket from the same email address and adds a private note with the browser, page URL and steps from the Gleap bug report. The support teammate decides what to tell the customer and replies from Freshdesk.
How to connect Freshdesk
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Freshdesk, or click Create agent.
- Under Tools, click Add tool, search for “Freshdesk” and select it.
- Enter your Freshdesk API key and any other details the form asks for, then click Connect Freshdesk.
- Open the Freshdesk tool and switch off every action the agent should not use, such as Reply to Ticket or Delete Ticket.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Freshdesk?
Yes. Gleap AI agents use Freshdesk through Composio’s Freshdesk toolkit, authenticated with a Freshdesk API key. The agent reads or writes Freshdesk data only when it runs; Gleap does not sync tickets between the two tools in the background.
Does Gleap connect to Freshdesk through MCP?
Yes. Gleap connects to Composio’s MCP server for Freshdesk with the Freshdesk account you connect, and the agent calls only the actions you leave switched on. To use a different remote MCP server, add it by URL: as a Custom MCP tool for Kai Support or a custom agent, or as a custom HTTP server in Kai Code.
What can a Gleap AI agent do in Freshdesk?
It can search contacts and companies, read and filter tickets and their conversations, create tickets, add notes, update ticket fields and search solution articles. Your team decides which of these actions the agent may call, and each call runs with the permissions of the Freshdesk account whose API key you entered.
Which Gleap plan includes the Freshdesk integration?
Custom agents that call Freshdesk are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. Freshdesk access itself depends on the account behind the API key. AI usage is billed separately; see pricing.
Can we move from Freshdesk to Gleap?
Yes, and that part does not need Composio. Data import in the Gleap inbox brings in Freshdesk contacts and tickets, and the help center importer brings in your Freshdesk articles. During the move, an agent with the Freshdesk toolkit can still look up older tickets. The Gleap and Freshdesk comparison covers the differences.
