Integrations/Freshdesk
F

Control what your AI agents do in Freshdesk.

Let your team build AI agents for Freshdesk. Bollard AI controls what each one can do, area by area.

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FFreshdesk
Support Triage Agent
Tickets Help desk areaOffReadFull use
Contacts Help desk areaOffReadFull use
Companies Help desk areaOffReadFull use
Delete tickets and contacts
What agents can do

Set what each agent can do across your help desk.

Each area of Freshdesk, like tickets, contacts, or companies, gets one of three levels: Off, Read, or Full use. Anything not allowed is denied.

Off
No access
The agent can't see that part of your help desk.
Read
Read-only
The agent can read tickets and the people behind them. It can't change anything.
Full use
Reply and update
The agent can reply to tickets, add notes, and update records in that area.

Some actions stay off until explicitly turned on

Each one removes data for good or rewrites how your help desk is run, so it could override the limits set elsewhere.

Deleting tickets or contactsChanging automations and canned responsesRemoving agents and groups
Set up & manage

Connect once. Manage everyone from there.

Connect once, then control access person by person. No new keys to hand out.

Step 1 · Set up

Connect once, company-wide

An admin connects your company's Freshdesk a single time. Bollard AI lays out the areas of your help desk, and anything you don't allow stays out of reach for every agent.

Step 2 · Manage

Control access per person and agent

From one dashboard, set what every person and their agents can reach. Change it any time, with no new keys for anyone.

OffNo access
ReadRead-only
Full useRead, reply, and update records in a single area
Example

A support triage agent.

A triage agent replies to tickets and can look up contacts, but it can't delete anyone or open company records.

Tickets Help desk areaOffReadFull use
Contacts Help desk areaOffReadFull use
Companies Help desk areaOffReadFull use

Manage access

ALLOWEDSupport Triage Agent replied to a ticket in Tickets
ALLOWEDSupport Triage Agent looked up a person in Contacts
BLOCKEDSupport Triage Agent tried to open Companies, denied by default

Monitor activity

The security model

Top-tier security.

Bollard AI is access control for AI agents. It sits between your agents and Freshdesk, so they never hold your Freshdesk keys and never reach Freshdesk directly.

Everything runs through Bollard AI

Agents send their requests to Bollard AI, not to Freshdesk. Bollard AI checks each one against your rules and passes only the allowed requests through.

Denied by default

Every area starts off-limits, and deleting people or tickets is held back on top of that. An agent gets in only where you've allowed it, and anything Bollard AI doesn't recognise is refused and held for review, never waved through on a guess.

Your keys stay sealed

Your Freshdesk keys are sealed in a vault unique to your company and never shown again. Bollard AI unlocks them only for the instant an allowed request needs it.

Activity you can read

Every attempt is recorded in plain English: who or which agent, what they tried, which ticket or person, and the decision. The record is readable and can't be edited after the fact.

Questions

Freshdesk, answered.

Does connecting Freshdesk hand Bollard AI your whole help desk?+
Only the areas you allow. An admin connects your Freshdesk, and you decide which areas, like tickets or contacts, each agent can reach. Bollard AI doesn't browse or copy your help desk. It sits in front of it and checks every request the agents make, passing or blocking each one.
Can an agent delete tickets or customers?+
Not unless you turn it on. Deleting tickets and contacts is held off by default, so an agent can answer and update tickets without ever removing anyone, until you explicitly allow it.
Can an agent see more than the person who owns it?+
No. An agent reaches only what its owner reaches. An explicit Off always overrides an inherited permission.
Where do our Freshdesk keys live?+
Sealed in an encrypted vault, behind a key unique to your company. It's never shown again once connected, and Bollard AI unseals it only for the instant an allowed request needs it.
What happens when an agent tries something it's not allowed to do?+
Bollard AI blocks the request before it reaches Freshdesk, and the blocked attempt lands in the activity record with the reason.
How do we connect Freshdesk?+
An admin connects the company's Freshdesk once. Bollard AI seals the connection and lays out the areas of your help desk to set rules for. From then on, all management happens in the Bollard AI dashboard.
Early access

Put your team's agents to work in Freshdesk, without the risk.

We're onboarding our first development partners now. Tell us about your setup and we'll be in touch.

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