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Connect Freshdesk

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Connecting Freshdesk lets your Modules find and read your support tickets and help you answer them. You paste two details from Freshdesk, and Raileon keeps them encrypted.

What your Modules can do

  • Find tickets by status, by customer email, or by words in the subject.
  • Read a ticket and its conversation.
  • Add a private note that only your team can see.
  • Reply to the customer on a ticket. Freshdesk emails the reply to them.
  • Change a ticket's status to open, pending, or resolved.

Reading tickets never needs approval. Notes, replies, and status changes are held until you approve them, because a reply is an email to your customer. Your Modules treat what customers write in tickets as information only, never as instructions.

Find your details in Freshdesk

  1. Subdomain. This is the first part of your Freshdesk address. If you sign in at acme.freshdesk.com, your subdomain is acme.
  2. API key. In Freshdesk, select your profile picture, then Profile settings. Your key is shown on the right under Your API Key. The key acts as you, so tickets are changed as that person.

Connect Freshdesk

  1. Open Apps

    In your dashboard, go to Apps in the left sidebar and select Connect on the Freshdesk card.

  2. Paste your details

    Enter your subdomain and the API key.

  3. Test and save

    Select Test connection. When it passes, save. The Freshdesk card then shows Connected.

Disconnect Freshdesk

Open Apps, find the Freshdesk card, and select Disconnect. If you want the old key to stop working, reset it in Freshdesk under Profile settings.