Technical Overview
How It Works
Deploy inside your environment. Students access via your portal. You get reporting. Freshservice gets cleaner tickets.
Deployment
Behind Your Firewall
We ship a containerized package that runs in your environment. Your data stays under your control. No student traffic leaves your network.
- ✓ Docker container or source + Dockerfile
- ✓ Single config file (YAML) for all settings
- ✓ Works on-prem, Azure, AWS, or any container host
- ✓ Simple
docker compose updeployment
What You Receive
The Deployment Package
Container Image
Docker image with bot API, optional database, and admin dashboard. Pull from private registry or receive as ZIP.
Config File
Single YAML/JSON file to set: Freshservice credentials, ticket field mapping, enabled flows, KB sources.
Runbook
Installation guide, update procedures, rollback steps, log locations, and troubleshooting reference.
Widget Snippet
Small embed code to add to your portal. Loads the chat widget from your internal bot service.
Requirements
What We Need From You
A short list of inputs to configure the system for your campus.
Freshservice API Credential
A dedicated service account for ticket creation and KB access.
Ticket Field Mapping
Category/subcategory values, priority rules, group routing logic.
Approved KB Content
Your Solutions articles or internal procedures for the bot to reference.
Portal Admin Access
To add the widget snippet to your student portal.
freshservice: domain: "university.freshservice.com" api_key: "***" ticket_defaults: category: "IT Support" group: "Helpdesk" flows: - mfa_lockout - wifi_connection - email_setup - classroom_av
Reporting
Metrics You Can Trust
We provide reports and dashboards—not raw student data. ITS sees operational telemetry to measure ROI and identify gaps.
Deflection Rate
% of chats resolved without creating a ticket
Ticket Creation Rate
% of chats that escalated into Freshservice
Time-to-Intake
How fast the bot gathers required fields vs manual
Top Issue Categories
MFA / Wi-Fi / Email / Classroom AV breakdown
After-Hours Usage
Usage by hour/day—shows ROI for nights/weekends
Error Rates & Uptime
Failed attempts, API errors, widget load issues
Knowledge Gaps
Questions that caused escalation due to missing KB
Ticket Quality
Fields populated vs manual tickets comparison
Admin Dashboard
Read-Only Access for ITS
ITS logs into an internal dashboard URL to see charts, tables, and exportable reports. No PII exposed—just operational metrics.
- ✓ Weekly/monthly report summaries
- ✓ Exportable CSV for internal analysis
- ✓ Optional API endpoint for custom integrations
- ✓ Alerting for error spikes or downtime
AI Transparency
Knowledge Base Usage
We use retrieval-augmented generation (RAG)—not model training on your data.
Retrieval, Not Training
We sync your approved Freshservice Solutions articles into a local retrieval index. No AI model training on student data.
Grounded Responses
Bot answers are grounded in your KB content—responses cite your approved articles, not generated from scratch.
Local Index
The retrieval index runs inside your environment. Articles never leave your network for external processing.
You Control Sources
Configure which Solutions categories to include or exclude. Only approved content enters the index.
Integration
Native Freshservice Integration
We use the official Freshservice API for ticket operations and KB access. Test everything in Sandbox first.
🎫 Ticket Creation
Create tickets with structured fields, tags, categories, and routing
📝 Private Notes
Push conversation summaries as internal notes for agents
📚 Solutions/KB
Pull approved articles to power bot responses (RAG retrieval)
🔄 Workflow Automator
Optional webhooks for advanced automation
🧪 Sandbox First: We recommend testing in a Freshservice Sandbox environment before touching production. Official sandbox setup is supported.
Installation
How Your Team Installs It
Download the Release
Pull from private GitHub, container registry, or receive as secure ZIP.
Configure Environment
Set environment variables and edit the config file with your Freshservice credentials and settings.
Deploy the Container
Run docker compose up -d or deploy to your Kubernetes/cloud environment.
Add Portal Widget
Copy the widget snippet into your portal content block. Students never leave your domain.
Test & Go Live
Verify flows in sandbox mode, then enable production. Monitor via admin dashboard.
Ready to deploy?
Request a pilot and we'll walk through the technical setup with your team.