Auto-resolve customer tickets using the Email Bot

The Email Bot is a Freddy AI feature that enables self-service for your customers via emails. Once enabled, the Email Bot automatically responds to repetitive, low-touch email queries with the most relevant solution articles that can resolve the customerโ€™s issue, using a Machine Learning model.

Enabling the Email Bot

Here's how you can enable the Email Bot on your Freshdesk account.

  • Login to your Freshdesk account as an Admin
  • Navigate to the Admin section and click on โ€˜Email Botโ€™ under โ€˜Workflowsโ€™
  • When you click on it for the first time using your account, you will see the welcome screen
  • Click on โ€˜Get started with Email Botโ€™
  • On the Email Bot setup page, toggle the โ€˜Enable email botโ€™ button from the โ€˜offโ€™ to the โ€˜onโ€™ setting as shown below

Defining the Email Bot triggers

Once the Email Bot is enabled, you will be able to access the settings for the feature. Here, you can define the Email Bot triggers, setup and edit the response email template, and send test emails. Letโ€™s start by defining the triggers. Defining a trigger helps the Email Bot identify which new incoming email tickets to respond to, and which tickets to leave for agents to resolve.

A quick guide to defining the triggers for Email Bot

  • After enabling the Email Bot as discussed earlier, scroll down to the 'Trigger' section on the same page
  • Define the conditions that will be used by the Email Bot to identify the incoming tickets it should and should not get triggered on
  • Once you fill in the parameters, scroll down and click on the 'Save' button at the bottom of the page

You can add multiple sets of conditions, and choose between โ€˜Match all of the below conditionsโ€™ or โ€˜Match any of the below conditionsโ€™ to define your filtration criteria. You can also use โ€˜And/Orโ€™ conditions to stitch together multiple sets of trigger conditions to further filter your trigger criteria.

Setting up and editing the response email template

Once the Email Bot is enabled, you will notice a default response template added under the 'Email Template' section on the same page. Here's how you can edit and update the response email template for the Email Bot.

  • After enabling the Email Bot as discussed earlier, scroll down to the 'Email Template' section on the same page
  • Choose a language from the drop-down in which the Email Bot should respond
  • Right now, the Email Bot can answer in one of these six languages: German, Dutch, Portuguese, French, Spanish, Italian, and English. If you donโ€™t see one of these languages, you will first need to add them to your account from Admin > Account > Helpdesk Settings > Manage Languages. When you pick a language, the default template will be offered in the chosen language
  • Edit the text of the response template in the editor below
  • You can add any placeholders to make the email more personalized (as shown in the screenshot below)
  • To access the complete list of placeholders, click on the '+' icon at the bottom-right of the editor, as highlighted in the screenshot above
  • Once the text is entered, scroll down and click on the 'Save' button.

Note: The default Email Bot template comes with a set of conditions, highlighted in the screenshot below. This is where the Email Bot inserts the recommended solution articles.

If no recommended solution articles are found for a ticket, this section is ommitted. In this case, you can configure automation rules to trigger an acknowledgement mail.  

Sending test emails

You can test and see how the customer will see the email in their inbox by sending yourself a test email. Here's how you can do it.

  • Once you add a response template as described above, scroll down to the test email section on the same page
  • Enter the email ID you wish to send the test email to
  • Click on the 'Send test email' button

The test email you receive will have up to 3 recommended solution articles, selected at random, that will act as placeholders. These solution articles will be replaced with up to the three most relevant articles pertaining to their specific query for your customers.

Points to note about how the Email Bot works

  • The Email Bot only works on new tickets.
  • The Email Bot is only triggered once per ticket after all the automations have been executed.
  • Agents can see the Email Bot responses to each ticket in a private note.
  • Agents can also view the details of the articles viewed by the customer and also identify the article that helped resolve the query for the customer (in case the query is marked as resolved)

Freshdesk โ€“ Seamless Customer Support Made Easy

Freshdesk by Freshworks is an award-winning, cloud-based customer support solution that equips you with all the tools needed to deliver outstanding and efficient customerย service.

Freshdesk Products
Customer Data Management

Import and export customer data easily

๐Ÿ‘‰ Learn More
Helpdesk activity checking

Reviewing the latest support tickets and helpdesk interactions.

๐Ÿ‘‰ Learn More
One contact across multiple companies

Linking a single contact to multiple associated companies.

๐Ÿ‘‰ Learn More
Sender name customisation

Using sender's name as ticket requester in forwarded emails

๐Ÿ‘‰ Learn More
Finding API Key

Steps to locate and access your API key from your account settings.

๐Ÿ‘‰ Learn More
Knowledge base setting

Guidelines to create and organize your Knowledge Base for easy customer access.

๐Ÿ‘‰ Learn More
Organising agents into group

Grouping support agents based on roles or departments for better workflow Management

๐Ÿ‘‰ Learn More
setting up sand box

Instructions to configure your Sandbox environment for safe testing and development.

๐Ÿ‘‰ Learn More
Freshdesk help widget on WordPress

Steps to embed and display the Freshdesk help widget on your WordPress site.

๐Ÿ‘‰ Learn More
Default fields in ticket form

Overview of the standard fields included in your Freshdesk ticket form by default.

๐Ÿ‘‰ Learn More
Configure custom email server

How to configure custom email servers for sending and receiving support emails.

๐Ÿ‘‰ Learn More
Run automation on ticket

Set up automation rules for tickets submitted via a specific form.

๐Ÿ‘‰ Learn More
Merging contacts

Combining duplicate contacts into a single profile in Freshdesk.

๐Ÿ‘‰ Learn More
Freshdesk Multilingual ticket fields & forms

Creating and managing ticket fields and forms in multiple languages in Freshdesk.

๐Ÿ‘‰ Learn More
Creating companies and contacts

Steps to create and manage companies and their associated contacts in Freshdesk.

๐Ÿ‘‰ Learn More
Freshdesk App Log in & Log out

Instructions for logging in and out of the Freshdesk Android mobile app.

๐Ÿ‘‰ Learn More
Forward Emails as Tickets

Forward and convert your support emails to tickets in Freshdesk

๐Ÿ‘‰ Learn More
Freshdesk help widget setup

Steps to configure and customize your Freshdesk help widget for your website

๐Ÿ‘‰ Learn More
Freshdesk - Freddy self service

Guide to creating a basic bot flow using Freddy Self-service in Freshdesk.

๐Ÿ‘‰ Learn More
Freshdesk - Feedback Widget

Collecting user feedback directly from your website using the feedback widget.

๐Ÿ‘‰ Learn More
Custom field creation

adding and configuring custom fields in your Freshdesk ticket form.

๐Ÿ‘‰ Learn More
Adding new support agents

Steps to add and manage new support agents in your Freshdesk account.

๐Ÿ‘‰ Learn More
Custom Support using Customer Segments

Use Customer Segments to tailor and personalize your support responses in Freshdesk.

๐Ÿ‘‰ Learn More
Customer portal - Log in & Access

Instructions for logging in and navigating the Freshdesk customer support portal.

๐Ÿ‘‰ Learn More
Freshdesk - Customer Tab

Overview of the Customers tab features for managing contacts and companies in Freshdesk

๐Ÿ‘‰ Learn More
Freshdesk - Ticket Status

Explanation of different ticket statuses and their roles in the support workflow.

๐Ÿ‘‰ Learn More
Multiple ticket forms - Freshdesk

Overview of using multiple ticket forms in Freshdesk to handle various support queries.

๐Ÿ‘‰ Learn More
Customer tickets - Auto solve

Set up the Email Bot to automatically resolve customer tickets based on predefined rules.

๐Ÿ‘‰ Learn More
Live Chat - Freshdesk

Using live chat as a support channel in Freshdesk for real-time customer assistance.

๐Ÿ‘‰ Learn More
Field service management - Freshdesk

Overview of Field Service Management in Freshdesk for managing on-site service

๐Ÿ‘‰ Learn More
Freshdesk Reporting & Analytics

Gain insights and track performance metrics using Freshdesk Analytics for smarter support decisions.

๐Ÿ‘‰ Learn More
Dependant field in ticket forms

Configure dependent fields in your Freshdesk ticket form to show relevant options based on user input.

๐Ÿ‘‰ Learn More
Single Sign-On in Freshdesk

Enable Single Sign-On (SSO) in Freshdesk for seamless and secure user authentication.

๐Ÿ‘‰ Learn More
Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

๐Ÿ‘‰ Learn More
Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

๐Ÿ‘‰ Learn More
Adding twitter accounts - Freshdesk

Connect your Twitter account to Freshdesk to manage and respond to tweets as support tickets

๐Ÿ‘‰ Learn More
Ticket submitting via email

Allow customers to create support tickets by sending an email to your Freshdesk support address.

๐Ÿ‘‰ Learn More
Adding phone channels - Freshdesk

Integrate a phone channel into Freshdesk to handle voice calls as part of your support system.

๐Ÿ‘‰ Learn More
Editing, cloning and deleting a ticket form

Manage your Freshdesk ticket forms by editing,duplicating, or deleting them as needed.

๐Ÿ‘‰ Learn More
Adding new customer agents

Learn how to invite and set up new support agents in Freshdesk to handle customer queries efficiently.

๐Ÿ‘‰ Learn More
Freshdesk Automation updates

Review the latest updates and improvements to Freshdeskโ€™s automation features for better ticket management.

๐Ÿ‘‰ Learn More
Dynamic sections - Freshdesk

Learn to build dynamic sections in Freshdesk forms that display fields based on user input or conditions.

๐Ÿ‘‰ Learn More
Customizing Customer Fields

Modify and manage customer fields in Freshdesk to capture specific information relevant to your business needs.

๐Ÿ‘‰ Learn More
Help Desk Reporting Best Practices: 7 Essential Tips

Discover key strategies to optimize your help desk reports, improve decision-making, and enhance customer support efficiency.

๐Ÿ‘‰ Learn More
Customer 360 โ€“ Get Complete Context on Your Customer

Gain a holistic view of each customer with Customer 360 in Freshdesk, consolidating interactions, tickets, and data for personalized support.

๐Ÿ‘‰ Learn More
Understanding Full-time vs Occasional Agents

Learn the difference between full-time and occasional agents in Freshdesk to manage roles, access, and billing effectively.

๐Ÿ‘‰ Learn More
Introduction to Apps

Explore how Freshdesk apps enhance your helpdesk by adding new features, integrations, and custom workflows

๐Ÿ‘‰ Learn More
Creating a New Ticket from Agent Portal

Learn how agents can manually create support tickets directly from the Freshdesk agent portal.

๐Ÿ‘‰ Learn More
User Guide Template Example

Explore a sample user guide template that outlines structure, formatting, and content flow for creating effective documentation.

๐Ÿ‘‰ Learn More
Getting Started with FreshThemes

Learn how to customize your Freshdesk portalโ€™s appearance using FreshThemes for a branded support experience.

๐Ÿ‘‰ Learn More
Changing Customer Password

Guide to help customers reset or change their Freshdesk portal password securely.

๐Ÿ‘‰ Learn More
Identifying Contacts with an External ID

Learn how to use external IDs in Freshdesk to match and manage contacts from third-party systems.

๐Ÿ‘‰ Learn More
Getting-started-multiple-customer-support-agents
๐Ÿ‘‰ Learn More
Manually Create Tickets from the Agent Portal
๐Ÿ‘‰ Learn More
Getting-started-multiple-customer-occasional-agents
๐Ÿ‘‰ Learn More

Search, compare & buy top business software with FGRADE. Find the best deals on Microsoft 365, Zoho, Google Workspace & more. Shop smart & save big!

Office Address

AWFIS, Ground Floor, DSL abacus it park, Survey Colony, Industrial Development Area, Uppal, Hyderabad, Telangana 500039

Call us: +91 916 056 5554

Email: sales@fgrade.com