Connect Freshdesk to Freesbe

Connect Freshdesk and your support team works tickets where they already talk: new tickets and changes post into channels, ticket links show as cards, /freshdesk finds tickets, and any message can become a ticket or a note on one. You need to be a Freesbe owner or admin, and a Freshdesk admin to add the automation rules. It takes about ten minutes.

1. Connect your helpdesk

1. In Freshdesk, click your profile picture, then Profile settings, and copy Your API key.
2. In Freesbe, open Workspace settings → Integrations → Support and click Connect Freshdesk.
3. Type your Freshdesk address, for example northwind.freshdesk.com, paste the key and click Connect Freshdesk.

Freesbe acts as the agent whose key you pasted, so use a key that sees every group you want in Freesbe.

2. Add two automation rules in Freshdesk

Freesbe now shows Send ticket changes to Freesbe, with a Webhook URL and two bodies, each with a copy button. In Freshdesk, open Admin → Workflows → Automations:

1. On Ticket creation, add a rule named Freesbe: new tickets. Pick a condition every ticket matches, such as Priority is any of Low, Medium, High, Urgent. Add the action Trigger webhook: POST to the Webhook URL, encoding JSON, Advanced content, and paste the Body for new tickets. Save it.
2. On Ticket updates, add a rule named Freesbe: ticket changes, performed by Anyone, with the events Status is changed, Priority is changed, Agent is updated and Reply is sent. Add the same Trigger webhook action with the Body for ticket changes. Save it.

3. Send tickets to channels

1. Click Add alert under Freshdesk alerts.
2. Pick Post to channel, for example #support.
3. Under Tickets from, keep All groups or pick one Freshdesk group.
4. Tick the Alerts to post: New tickets, Status changes, Replies, Priority changes, Agent changes.
5. Click Add alert, then choose ⋯ → Send a test alert to see a sample ticket in the channel.

Add one alert per group to split them: Billing to #billing, Shipping to #shipping.

4. Tell your team what they can do

• Assign to me and Resolve on a ticket card work the ticket from Freesbe. Each agent’s Freesbe email must match their Freshdesk agent email.
• Paste a ticket link, like https://northwind.freshdesk.com/a/tickets/1038, to show a card.
• /freshdesk 1042, /freshdesk maria@alfreds.example or /freshdesk Alfreds finds tickets. Only you see the answer.
• ⋯ → Create Freshdesk ticket on any message makes a ticket, tagged freesbe.
• ⋯ → Add to Freshdesk ticket adds the message to a ticket as a private note.

If alerts don’t show up, see Freshdesk alerts aren’t posting. See Freshdesk for more.