> For the complete documentation index, see [llms.txt](https://docs.screendesk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.screendesk.io/helpdesk-integrations/freshdesk.md).

# Freshdesk

Request, send and receive recordings in Freshdesk tickets, canned responses, auto replies and your portal, and start video calls from tickets.

The Screendesk app for Freshdesk works inside the ticket, in the sidebar and the reply editor. Agents can:

* Request a recording from the customer. It comes back to the ticket as a reply, with a private note for your team.
* Record a response, or insert a video from your library.
* Start a video call or send a booking link. Video calls are available on Pro and Enterprise.
* See the recordings on the ticket, or all of the customer's.

{% embed url="<https://app.screendesk.io/recordings/a7e713dd-e76f-4b61-b5fe-58c782e2de6d>" %}

Customers can also record without an agent opening the app: from a link in a canned response, an auto reply, the Agent Reply Template or a Freddy AI Agent reply, or from a button on your Freshdesk portal's ticket form. For Freshchat, see [Freshchat](/helpdesk-integrations/freshchat.md).

[AI resolution](/debug-with-ai/ai-resolution.md) can investigate a Freshdesk ticket that has a recording and leave a private note for the agent. It is available on Pro and Enterprise and needs its own setup.

## Where customers can record

| Flow                                                                     | Where it lives in Freshdesk                                                | The recording arrives                                 |
| ------------------------------------------------------------------------ | -------------------------------------------------------------------------- | ----------------------------------------------------- |
| [In tickets](/helpdesk-integrations/freshdesk/in-tickets.md)             | Ticket sidebar and reply editor                                            | On the ticket                                         |
| [Canned responses](/helpdesk-integrations/freshdesk/canned-responses.md) | Admin → Agent Productivity → Canned Responses                              | On the ticket                                         |
| [Auto replies](/helpdesk-integrations/freshdesk/auto-replies.md)         | Admin → Workflows → Email Notifications → Requester Notifications          | On the ticket                                         |
| [Agent signature](/helpdesk-integrations/freshdesk/agent-signature.md)   | Admin → Workflows → Email Notifications → Templates → Agent Reply Template | On the ticket                                         |
| [Freddy AI Agent](/helpdesk-integrations/freshdesk/freddy-ai-agent.md)   | AI Agent Studio → your AI agent                                            | The customer pastes the link back in the conversation |
| [Freshdesk portal](/helpdesk-integrations/freshdesk/freshdesk-portal.md) | Admin → Channels → Portals → your theme                                    | In the customer's ticket                              |

Canned responses, auto replies and the Agent Reply Template use the same link, from **Canned responses and emails** in the Freshdesk settings in Screendesk. Freddy AI Agent has its own.

{% content-ref url="/pages/gkeeOZAHZW3C6TrONZtD" %}
[Install and set up](/helpdesk-integrations/freshdesk/install-and-set-up.md)
{% endcontent-ref %}

{% content-ref url="/pages/rfqhxrdrrQxnNQP1BfLE" %}
[In tickets](/helpdesk-integrations/freshdesk/in-tickets.md)
{% endcontent-ref %}

{% content-ref url="/pages/3290t4sTTFRFxGWv61dK" %}
[Canned responses](/helpdesk-integrations/freshdesk/canned-responses.md)
{% endcontent-ref %}

{% content-ref url="/pages/v2vrfQyzkzc4FXEjUdaI" %}
[Auto replies](/helpdesk-integrations/freshdesk/auto-replies.md)
{% endcontent-ref %}

{% content-ref url="/pages/wVn1Cu9orXiRad6R8kN7" %}
[Agent signature](/helpdesk-integrations/freshdesk/agent-signature.md)
{% endcontent-ref %}

{% content-ref url="/pages/8d09CfU9hf1oTfdMfsB8" %}
[Freddy AI Agent](/helpdesk-integrations/freshdesk/freddy-ai-agent.md)
{% endcontent-ref %}

{% content-ref url="/pages/ST8CbQZubTpd9n3E1pgS" %}
[Freshdesk portal](/helpdesk-integrations/freshdesk/freshdesk-portal.md)
{% endcontent-ref %}

{% content-ref url="/pages/0qkucx3hGYGvMCQyDHZh" %}
[Analytics](/helpdesk-integrations/freshdesk/analytics.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.screendesk.io/helpdesk-integrations/freshdesk.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.