AI agents for Freshservice
ITSM Autopilot puts AI agents on your Freshservice tickets. They set category, subcategory and priority, suggest the right team, and answer the requester from your own knowledge base. You connect with an API key and a webhook, and every agent starts in shadow mode.
How it works with Freshservice
- 1
You connect with your Freshservice domain and an API key, plus a webhook from the Workflow Automator that sends ticket events to ITSM Autopilot. Most teams are done in 15 minutes.
- 2
After connecting, discovery reads your categories, subcategories, statuses and operator groups, so the agents write back native values instead of inventing their own.
- 3
Everything starts in shadow mode. Per ticket you see what an agent would do, without anything reaching Freshservice or the requester. A tool only writes back once you take it live.
- 4
Live, the Triage Agent handles classification (category, subcategory, priority) and puts a team suggestion on the ticket as a private note. The Service Desk Employee sends replies to the requester or a note to the operator. The Knowledge Curator turns resolved tickets into knowledge articles.
The five agents
Triage Agent
Sets category, subcategory and priority, and suggests the right team.
Service Desk Employee
Asks for clarification on vague tickets, redirects to self-service, and writes the first reply from your knowledge base.
Knowledge Coach
Finds the best matching knowledge article and posts a short coaching tip for the operator.
Happiness Manager
Detects frustration in ticket updates and suggests a priority change.
Knowledge Curator
Turns every resolved ticket into a knowledge article, or enriches an existing one.
Frequently asked questions
Does this replace Freshservice AI?
No. We run alongside Freshservice's own AI. Our agents classify and answer from your knowledge base and service catalog, and write back through the Freshservice API. You do not have to switch anything off to start.
What does the Freshservice integration need?
Your Freshservice domain, an API key from an agent account with ticket permissions, and a webhook in the Workflow Automator that sends ticket events to ITSM Autopilot. That is all.
Can it reply to requesters in Freshservice?
Yes, but only when you switch it on. By default the Service Desk Employee runs in shadow mode and the proposed reply stays in the dashboard. Once live, it posts the reply on the ticket and the mail goes out to the requester.
How long does setup take?
Most teams are up and running in under 15 minutes: connect, run discovery, check the stage mapping, and let the agents run along in shadow mode.
Try it yourself
30 days free, with no financial commitment. Every agent starts in shadow mode, so you see what it would do first.