# Ray and Freshdesk

> Tickets, what was said on them, and the reply that closes one out.

Source: https://heyray.io/integrations/freshdesk

Ray is an AI teammate that works in your team chat, on Slack today. Connect Freshdesk and it can do the Freshdesk part of a request without anyone leaving the conversation: read what it needs, draft the change, and post it for approval before anything is written. 81 reads run without asking. 61 actions wait for a human approval.

## What Ray reads in Freshdesk

Reading changes nothing, so Ray never stops to ask whether it may look something up.

- Tickets with their conversations, fields, and time entries
- Contacts, companies, agents, groups, and skills
- Canned responses, solution articles, and discussion topics
- Satisfaction ratings and the SLA policies behind them

## What waits for your approval

Every one of these posts an approval card in the thread showing exactly what is about to happen. Nothing runs until someone clicks approve, and no setting turns that off.

- Reply to a customer, or add a note only your colleagues see
- Create or update a ticket, and update many at once with one change
- Create or update contacts, companies, and solution articles
- Forward a ticket to an address you name
- Log time against a ticket, and watch one

## Things Ray is never handed

These are left out during curation, so they are not something Ray could do and decides against. They are not in front of it at all.

- Read the agent profile endpoint, which returns that agent's API key
- Export your contacts to a file
- Create canned responses in bulk, which no single card could show you
- Change your helpdesk's email settings, which govern every mailbox
- Delete a ticket, contact, company, or conversation

## Ask it like this

- "@Ray what is still unanswered in support from yesterday?"

## Connecting Freshdesk

Freshdesk has no per-person login, so it connects once with a single workspace key and covers the whole team. Ray reaches whatever that key reaches, and every write still stops for approval first. The key is pasted on Ray's own connect page, never in chat, and it never reaches the model. Disconnecting Freshdesk or uninstalling Ray revokes the connection.

## More

- This page for people: https://heyray.io/integrations/freshdesk
- Every integration: https://heyray.io/integrations.md
- Install Ray: https://heyray.io/install.md
- Pricing: https://heyray.io/pricing.md