Freshdesk Ticketing Provider Configuration Guide

This guide provides step-by-step instructions for configuring the Freshdesk ticketing system integration with our platform. By following these instructions, you'll be able to successfully set up and connect your Freshdesk environment to enable seamless ticket management and synchronization.

Overview

Freshdesk uses your personal API key to authenticate requests. When using the API key, there is no need for a password.

Prerequisites

Before beginning the configuration process, ensure that your API user has the following permissions:

• Tickets (Read/Write)

Authentication Steps

1. Obtain Your Personal API Key

1. Log in to your Freshdesk account
2. Click on your profile picture on the top right and select Profile Settings
3. On the right pane, click on the View API key option
4. Complete the captcha verification
5. Copy the displayed API key for use in the integration

Note: You can reset the API Key to revoke authorization to connected apps. However, resetting the API key disconnects all other apps using this key. If you reset your key, you'll need to provide the new key to all previously connected apps.

2. Retrieve Freshdesk API Configuration Details

Your Freshdesk API endpoint will be in this format:

https://your_helpdesk_domain_name.freshdesk.com/api/v2/

Replace your_helpdesk_domain_name with your actual Freshdesk domain name.

Configure the Integration

Create your integration by supplying the following values:

Verification

After configuring the integration, we recommend testing the connection by creating a test ticket to ensure proper functionality.

Troubleshooting

If you encounter any issues:

• Verify your API key is correct and has not been reset
• Confirm your domain name is entered correctly
• Check that the API user has the required permissions
• Review Freshdesk API documentation for any recent changes

Additional Resources

For more information about the Freshdesk API, visit the Freshdesk API Documentation.