Connect Freshdesk

A Freshdesk connection lets the Freshdesk steps create, update, reply to, find and merge tickets, log time and keep contacts up to date, and lets the Freshdesk triggers check for new tickets, changed tickets and new replies. It needs your help desk's site address and an agent's API key. The address is asked first, because every request goes to it. Everything the steps do is done as that agent, with their permissions.

Who can do this

• In Bizomate: workspace Admins and Editors. Viewers see the connection but cannot add or change it.
• In Freshdesk: any agent can copy their own API key. Replies and notes the steps add are made as that agent, and the connection sees only the tickets that agent can. Use an agent who can see every group your workflows need — Asha Raghunathan, say.
• Plan: Freshdesk is a premium connection, marked ◇. You can add it and test its steps and triggers on any plan; publishing a workflow that uses it needs Starter, Pro or Enterprise.

Before you start

Your help desk's Freshdesk address — the part before .freshdesk.com, such as consulace in consulace.freshdesk.com.

Steps

In Freshdesk, copy the API key:

1. Sign in to Freshdesk as the agent the connection will act as.
2. Select your profile picture, then Profile settings.
3. Select View API key, and complete any check Freshdesk asks for.
4. Copy the key.

In Bizomate, add the connection:

1. Select Connections in the bar at the top, then + Add connection.
2. Under Support, select Freshdesk — marked ◇, and on the Free plan "Stored credential · Paid plans".
3. In Connection name, type a name — for example Consulace Freshdesk.
4. In Site address, type your help desk's name — consulace — before the fixed .freshdesk.com. Your help desk's address — asked first, because every request goes to it. Pasting the whole address works too.
5. Paste the key in API key — In Freshdesk: your profile picture › Profile settings › View API key. Steps act as you, the agent, with your permissions. Stored encrypted; never shown again.
6. Optional: in This key expires on · optional, an end date if your key has one — If the service gave the key an end date. The workspace’s admins are reminded 30, 7 and 1 days before.
7. Leave Test the connection before saving ticked. Bizomate asks Freshdesk who the key belongs to before keeping it.
8. Select Save connection. The button reads Testing while Freshdesk is asked.

The toast "Connection added" says what Freshdesk answered — for example "“Consulace Freshdesk” is ready. Reached Asha Raghunathan · consulace.freshdesk.com."

What happens next

• The connection appears under Support. Its panel shows Test, Replace key and Revoke — never the key.
• Test answers with the agent and the help desk — Reached Asha Raghunathan · consulace.freshdesk.com.
• Freshdesk steps and triggers list it under Connection, and read your statuses, ticket types, groups, agents and custom fields from your help desk.

Good to know

• On the Free plan the window notes: "Freshdesk is on paid plans. You can add it and test the steps that use it now; publishing a workflow that uses it asks for a paid plan."
• The key belongs to one agent. If that agent is deleted or turned into a contact in Freshdesk, the connection stops working. Replace the key with another agent's.
• Resetting the key in Freshdesk ends the old one. Open the connection's panel, select Replace key, fill in the fields again and select Replace key. The toast "Key replaced" says "Workflows that use “Consulace Freshdesk” use the new key from their next run."
• One connection, one help desk. For a second help desk, add a second connection.

If something goes wrong

Related

• Create, update or reply to a Freshdesk ticket
• Start a workflow from Freshdesk tickets
• Premium connections on the Free plan
• Setting an expiry date for a key or password
• Testing a connection