AI ticket search for Freshdesk

Where Freshdesk search falls short

Freshdesk gives you two search tools: keyword search across tickets and a Solution Articles knowledge base. The first matches exact words. The second requires someone to write and maintain articles for every known issue.

Freddy AI can deflect common questions to customers. But when a new ticket lands on an agent's desk and they need to know if anyone has solved this before, Freshdesk doesn't have an answer. The fix is sitting in a resolved ticket from last quarter. Nobody can find it.

Automations and scenarios can streamline repetitive tasks, but they don't help your agents discover past resolutions. Canned responses cover anticipated questions. The long tail of support issues, the ones that show up in different words every time, stays hidden in your resolved ticket history.

How DeskGraph connects to Freshdesk

Read-only OAuth. We index your resolved tickets and attachments, building a search layer that understands meaning. When a new ticket comes in, your agent sees the most relevant past tickets in a sidebar. No new tools to learn. No articles to write. The index builds itself from your team's actual work.

We never modify, delete, or create tickets in Freshdesk. We never request admin or write permissions.

DeskGraph indexes your resolved tickets alongside your Solution Articles. If you've already written articles for common issues, those become part of the same semantic search. For everything your articles don't cover, your resolved tickets fill the gap automatically.

Stop maintaining what your tickets already know

• Solution Articles go stale. Your resolved tickets are always current.
• DeskGraph surfaces the fix, not the article someone wrote about the fix
• Screenshots of error screens match visually, not by keyword
• Your newest agent gets the benefit of your most experienced agent's past work

Frequently asked questions

Does DeskGraph replace Freshdesk's Solution Articles?

No. DeskGraph connects to your Solution Articles and makes them searchable by meaning alongside your ticket history. Your articles stay where they are. DeskGraph just makes sure agents can find them without guessing the right keywords.

Does it work alongside Freddy AI?

Yes. Freddy deflects customer questions. DeskGraph finds past fixes for your agents. Different jobs, no conflict.

Do I need a specific Freshdesk plan?

DeskGraph works with any Freshdesk plan that supports API access.

How is this different from Freshdesk's "Similar Tickets" feature?

Freshdesk's similar tickets use keyword matching. DeskGraph matches by meaning and also searches screenshots visually.