Freshdesk

With Freshdesk connected, every handoff opens a ticket for your team. The agent can also tell customers where their tickets stand and open a ticket when they ask.

Connect

Freshdesk connects with your address and API key. There is no sign-in button.

1. In Freshdesk, click your profile picture → Profile settings → View API key and copy the key.
2. In the console go to Settings → Integrations → Freshdesk.
3. Fill in Freshdesk address (yourcompany.freshdesk.com) and API key, and save.

We ask Freshdesk which agent the key belongs to before saving.

Caution

Use your .freshdesk.com address. A custom domain does not work with the Freshdesk API.

Handoffs in Freshdesk

Open a Freshdesk ticket on every handoff is on by default. When it is on:

• The ticket is addressed to the customer when the channel knows their email or WhatsApp number; otherwise to the agent who connected Freshdesk.
• The last messages and a link back to the conversation go in a private note, so the transcript is not emailed to the customer.
• A second handoff while the ticket is open adds a note to it instead of opening a new one.

Turn it off and handoffs go to Slack and email only. The agent can still check and open tickets.

Ticket status

The agent lists tickets only for the identity the channel has confirmed — the sender’s address on email, the phone number on WhatsApp. On other channels the customer gives the ticket number and the email on that ticket; if they do not match, the agent does not say whether the ticket exists.

The agent asks before opening a ticket.

Disconnecting deletes the key on our side only. To revoke it in Freshdesk, use Reset API key in your profile — this disconnects every app that uses that key.