Prompting Guide for AI Smart Assist

Conversation Starter ships with a handful of ready-made prompts, but the real power is in writing your own. A custom prompt can match your brand voice, your product’s terminology, and the exact way your team handles a given situation — then it rolls out to every agent at once.

The quality of the AI’s response depends entirely on how precise your instructions are. Use the placeholders below to hand it real ticket, contact, and agent data, and be specific about what you want back.

Where to add a custom prompt

1. In Freshdesk, go to Admin → Apps, find AI Smart Assist, and click Configure.
2. Open (or add) a Conversation Starter section.
3. Click Add a Prompt.
4. Give it a Name — this is what agents see when they pick a prompt.
5. Write the Prompt — the instructions the AI follows. Type / inside the box to insert a placeholder from the picker, or type it directly, e.g. {TicketSubject}.
6. Toggle a prompt on or off without deleting it, and reorder or remove prompts as your playbook changes.

Data placeholders

Wrap a field name in curly braces and AI Smart Assist replaces it with real data from the ticket before the prompt runs.

Ticket

Placeholder	Replaced with
{TicketSubject}	Subject line of the current ticket
{TicketDescription}	The first message / description of the ticket

Conversation

Placeholder	Replaced with
{TicketConversation}	Full transcript of the conversation so far
{LastIncomingMessage}	The most recent message from the customer

Contact

Placeholder	Replaced with
{ContactName}	Name of the contact
{ContactJobTitle}	Job title of the contact
{ContactLanguage}	Language of the contact, inferred automatically from the ticket

Agent

Placeholder	Replaced with
{AgentName}	Name of the agent handling the ticket
{AgentJobTitle}	Job title of the agent handling the ticket
{AgentLanguage}	Language of the signed-in agent, from their Freshdesk profile
{AgentAnswer}	The reply the agent has already drafted. Adding this placeholder gives agents an extra box to paste in their own draft before the AI rewrites it

Data must be present and accurate in Freshdesk for a placeholder to resolve. For example, if a contact has no job title on file, {ContactJobTitle} is simply replaced with nothing.

Example prompts

Copy and adapt these directly into the Prompt field.

Assure resolution but make no promises

Use this when you have a rough sense of the timeline but don’t want to commit to it.

The customer has created a ticket with:
Subject: {TicketSubject}
Ticket description: {TicketDescription}

Write a response that assures the customer that their issue will be resolved, without making any promises.

Use the following information while writing the response.
Agent Name: {AgentName}
Agent Job Title: {AgentJobTitle}
Customer Name: {ContactName}

Write the response in the language code: {ContactLanguage}

Generate a summary in a given format

Use this to summarize a ticket into a consistent, scannable structure.

The customer has created a ticket with:
Subject: {TicketSubject}
Ticket description: {TicketDescription}

Generate a summary in the following format:

Customer's sentiment:
Product feature of concern:
Key bullet points of the query:

Use the following information while writing the response.
Customer Name: {ContactName}

Write your response in the language of the customer with language code: {AgentLanguage}

Combining placeholders

A single prompt can mix Ticket, Contact, and Agent placeholders however you need:

The customer has created a ticket with:
Subject: {TicketSubject}
Ticket description: {TicketDescription}

Write a response that apologizes for the inconvenience caused. Assure the customer that help is on the way. But do not make any promises on timelines.

Use the following information while writing the response.
Agent Name: {AgentName}
Agent Job Title: {AgentJobTitle}
Customer Name: {ContactName}

Write the response in the language code: {ContactLanguage}

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