A lot of knowledge exists in internal docs, tickets, customer conversations, articles, and more across customer support and customer success teams. This will not only improve the bot's understanding of the product but will also lead to better query resolution by helping internal teams quickly search through queries and improve resolution time.
Training the bot on your Freshdesk articles
Navigate to the Train tab on the Bot dashboard.
Connect your Freshdesk account by entering the account domain and the API token -
📌 Note: The sub-domain is the unique part of the URL (for example - company.freshdesh.com where the sub-domain is "company") and the API key can be obtained through the following steps.
When you click on Connect, Threado will successfully integrate with your Freshdesk account.
You can train the bot on 3 different sources of Freshdesk data -
A. Help articles training
Once your Freshdesk account has been successfully integrated, the bot will automatically get trained on all the help articles.
B. Support ticket training
The second way to train the bot on Freshdesk data is by training it on support tickets. You can choose to train the bot on support tickets based on the following filters-
Created in - When was the ticket created.
Status - The status of the ticket.
Groups - Specific groups to which the tickets belong.
Assignee - Who was the ticket assigned to.
Once you've completed training, you will get a confirmation saying that the training has been completed.
After being trained on support tickets, it will be able to answer questions based on the data available from tickets and customer conversations with agents.
📌 Note: All new tickets matching the chosen filter conditions are synced and trained on every 12 hours to keep the bot updated with the latest information.
C. Macros training
Bot can be trained on canned responses in active macros. Simply click on 'Train' to start training the bot.
D. Install Threado AI on Freshdesk
Lastly, Log into the Freshdesk account and navigate to the Freshworks marketplace (Admin > Support Operations > Apps) and install the app, Threado.
Your agent-assist AI bot is ready now.
📌 Important Note: This step is needed to sync and train articles, tickets, and canned responses in real-time.
💡 What's next - You can now test the bot to make sure that the answers are accurate before installing or making it available to the team. You can read this article to see more about testing and these ones to learn how you can install the bot.