Configuring Freshdesk skills for your agent

Overview

Skills extend what the AI can do inside Freshdesk beyond just replying. Configure them on the Skills page. The following skill types are available.

Available Freshdesk skill types

Assign to Agent

Routes the ticket to a specific Freshdesk agent (sets responder_id). The agent dropdown on the skill form is populated live from your Freshdesk workspace. The conversation is also marked Escalated so the AI stops responding after assignment.

Assign to Group

Routes the ticket to a Freshdesk group inbox (sets group_id). Same escalation behaviour as agent assignment. The group dropdown is populated from your workspace.

Tag Ticket

Adds tags to the ticket. Freshdesk replaces the entire tags array on update, so Inquiru fetches the existing tags first and merges them with the new ones before saving — no tags are lost. Enter multiple tags as a comma-separated list on the skill form.

Set Ticket Status

Changes the ticket status to Open (2), Pending (3), Resolved (4), or Closed (5). Resolving or closing a ticket also marks it as Resolved in Inquiru's database. Use the description to tell the AI exactly when to use this — e.g. "Resolve the ticket once the customer's question has been fully answered and they have confirmed satisfaction."

Add Private Note

Adds a private (internal) note to the Freshdesk ticket — visible only to agents, not the customer. The AI generates the note content at call time based on your description.