Importing data from Freshdesk into AI agents - Advanced

In order to train your AI agent, you need to feed it data on previous customer conversations, which is done by importing historical data.

There is not a direct import button between Freshdesk and AI agents - Advanced, therefore the data will need to be added in 3 steps;

Export from Freshdesk

Format the file

Import into AI agents - Advanced.

Step 1: Export

Export your data from Freshdesk. You can read more details on how to do that here

When exporting, select the following fields:

Ticket ID

Source

Created time

Subject

Description (that will be the contents of the ticket/chat - you might need to select "Show multiline text fields" to see it)

Agent name *

Full name *

* Full name and Agent name are only required when exporting Freshchat records to upload.

Step 2: Format

Reformat the .csv file as a .tsv in a way that fits our data format, as shown here

Emails are your best friend here. However, if you're importing data from a chat rather than from emails, please note that reformatting is a more significant task. This is because the entire chat transcript is exported as the ticket description and has to be split into individual messages.
In case you have any questions on this that our Knowledge Base articles do not cover, please speak to your CSM to find a solution specifically for you.

Step 3: Import

Import your new .tsv file.

Go to Conversation Logs

Click the three dots in the bottom right corner of the main screen and select "Import TSV"

Choose the file you prepared in Step 2.

Under Benchmark Model, select one of the following:

Industry Benchmark: Select this if your AI agent is brand new and you're just importing historical data. You will get an Impact Report.

Current Model: Select this if your AI agent has been running for a while and you want to gain insights on how you can improve your AI agent. You will get an Impact Report.

Import Only: Impact Report can be generated later.

That's it! You can check the imported data in Conversation Logs.