CentrusFreshdesk

helpdesk · read and write

Ask the ticket. Reply in the thread.

Centrus integrates with Freshdesk for UK field service businesses. Ask what a ticket is waiting on, reply in the thread, and turn reactive tickets into jobs. Freshdesk stays your helpdesk.

Book a demoWhat it covers

start with these

Whoever picks up a ticket reads the whole thread before they can reply.

Ask where ticket #4810 stands and Centrus reads the thread, the notes and the time logged. It drafts the reply and posts it to the ticket when you say. Agents turn a new reactive ticket into a job and note the job number back, and engineers update the ticket from WhatsApp. Freshdesk stays the helpdesk.

  1. 01

    Catch up on a Freshdesk ticket in one question

    Ask about a ticket by its number. The thread, the notes and the time logged come back as one answer.

    Read the use case: Catch up on a Freshdesk ticket in one questionWorks with Teams, Freshdesk

  2. 02

    Reply in the thread

    Say what to tell the customer. Centrus drafts the reply and posts it to the ticket once you say so.

    Works with Freshdesk

  3. 03

    Reactive Freshdesk tickets turned into jobs

    A reactive ticket comes in. The job goes into the job system and its number is noted on the ticket.

    Read the use case: Reactive Freshdesk tickets turned into jobsWorks with BigChange, Joblogic, Simpro, Freshdesk

  4. 04

    The ticket updated from site

    The engineer sends a voice note. It goes on the ticket as a private note, and the ticket is resolved.

    Works with WhatsApp, Freshdesk
01 / 04

more with Freshdesk

setup

A subdomain and one API key

An administrator connects once. Everyone else Enables it. The Agent Builder Freshdesk node is a separate connection from chat.

01

Connect Freshdesk

Open Integrations and click Connect on the Freshdesk card. Paste the subdomain, such as yourcompany.freshdesk.com, and an API key from that agent's Profile settings. Other people then Enable the same account.

How to connect

02

Ask, then reply

Start with a ticket you already have. Ask what it is waiting on, then reply or add a private note. Check the first reply in Freshdesk, so the tone and the status match how you work the inbox.

03

Automate the repeat

When the same reactive ticket becomes a job every time, describe it in Agent Builder and drop the Freshdesk node on the canvas. Connect the job system if the work has to land there too.

Freshdesk in Agent Builder

what it covers

The ticket, the thread, and the contact

Chat and Agent Builder share the same Freshdesk actions. Long lists come back a page at a time. Connecting chat does not connect the Agent Builder node.

connects through
A subdomain and an agent API key. Admin connects, everyone else Enables
reads and writes
Tickets, replies, notes, contacts, companies, time and watchers
starts on
A new or updated ticket, a schedule, or someone asking in chat
where people ask
Web, WhatsApp and Teams

  • Tickets

    ask

    List the inbox, search, or open one ticket

    change

    Create a ticket, update status, priority, group or assignee

    trigger an agent

    A ticket created or updated in Freshdesk

  • Conversations

    ask

    Read replies and notes as plain text

    change

    Customer-visible reply, private note, forward, or edit a note

    trigger an agent

    Schedule or chat

  • Contacts and companies

    ask

    Find a contact or a company, including autocomplete

    change

    Create or update the contact or the company

    trigger an agent

    Schedule or chat

  • Time

    ask

    Time logged on one ticket, or across the account

    change

    Log time, start or stop a timer

    trigger an agent

    Schedule or chat

  • Canned replies

    ask

    List folders and the replies inside them

    change

    Use the canned text when you reply

    trigger an agent

    Schedule or chat

  • Watchers and fields

    ask

    Who is watching, and which custom fields exist

    change

    Add or remove a watcher. Custom field names come from the account, not from a guess

    trigger an agent

    Schedule or chat

A ticket change can start the run.

An agent can start when a ticket is created or updated, on a schedule, from an email, or when someone asks in chat. Freshdesk is the helpdesk the reply lands in.

See how chat and agents work in Centrus
previous integrationGoHighLevelAsk where a deal sits, book the visit and move the stage, without opening GoHighLevel.next integrationWhatsAppEngineers ask from the van, send voice notes and photos, and the job is updated. Nothing to install.

questions

Freshdesk questions

People ask what a ticket is waiting on, or tell Centrus to reply. It reads the thread, the notes and the time logged, sends a customer-visible reply or a private note, and can raise a job from a reactive ticket. Agents do the same when a ticket is tagged or updated.

No. Outlook is the mailbox. BigChange, Joblogic and Simpro are the jobs. Freshdesk is the helpdesk ticket. Connecting Freshdesk does not connect Outlook, and it does not replace the job system. Use Freshdesk when the work starts as a ticket.

No. Freshdesk stays the helpdesk. A reply or a private note from Centrus goes into the ticket's own thread, through the agent API key you connected, so the desk sees it in Freshdesk next to every other update.

That AI only sees what lives inside Freshdesk. It does not see your job system, your inbox, your documents or anything else running the business day to day. Centrus sits across everything you use, so it is not limited by what one vendor decided to build.

The Freshdesk subdomain, such as yourcompany.freshdesk.com, and an agent API key from that agent's Profile settings. An administrator connects once from Integrations, and everyone else clicks Enable on the same account.

No. The Freshdesk node keeps its own connection, separate from chat, and the same connection drives the Freshdesk webhook trigger. Connect it once per agent, and a ticket created or updated can start the run.

Yes. An agent reads the ticket, creates the job in BigChange, Joblogic or Simpro, and writes the job number back as a private note, so the desk can see the job without leaving Freshdesk.

No. Private notes are hidden from the customer by default, and a reply is what the customer sees. Tell Centrus which one you want, and agents write the job number or the engineer's update as a private note unless you say otherwise.

No. Your data is not used to train AI models, and training is switched off on our AI provider account. Data is encrypted in transit and at rest, and access is set per person through tags and roles.

Freshdesk comes with every plan, from £299.99 a month. Chat uses message credits and agents use automation credits. Plans run month to month, with no lock-in, and paying annually saves 20%.See full pricing
Centrus AI

in the 30 minutes

  1. 01We start with how your operation actually runs, on the desk and in the field.
  2. 02We catch up on a Freshdesk ticket like yours in one question, reply in the thread, and raise the job from it.
  3. 03We pick out the admin that should run itself first.

See it working with Freshdesk.

Found the use case you need, or doing something that isn't on the list? Book 30 minutes. Bring the job you want handed over, and we will show it on a setup like yours. You leave with a plan.

30 minutes / UK team / No lock-inOr see pricing