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Freshdesk Integration

Ticket automation, canned responses, and smart tagging

โœ“ Official Integration API Key Auth 5-Minute Setup

The Freshdesk integration lets your AI agents create support tickets, add internal notes, update ticket status, and tag conversations โ€” so your human team always has full context when they take over from the AI.

โœจ What Your Agents Can Do

โœ“ Create tickets with subject, description & email
โœ“ Set ticket priority (1=Low, 2=Medium, 3=High, 4=Urgent)
โœ“ Set ticket status (2=Open, 3=Pending, 4=Resolved)
โœ“ Add internal notes for human agents
โœ“ Apply tags for routing and SLA rules
โœ“ List and retrieve open tickets

Setup Guide

1

Get your Freshdesk API key

Log in to Freshdesk and navigate to:

Profile icon (top right) โ†’ Profile Settings โ†’ API Key section

Copy the API key displayed. No special permissions needed โ€” it uses your account's access level.

2

Connect in the Hub

Go to Integrations โ†’ Support and select Freshdesk. Enter your:

  • domain โ€” just the subdomain part of yourcompany.freshdesk.com
  • API key โ€” from your Profile Settings
3

Set HELPDESK_PROVIDER on your agent

HELPDESK_PROVIDER=freshdesk
FRESHDESK_DOMAIN=yourcompany
FRESHDESK_BASIC_AUTH_TOKEN=<base64 of apikey:X>

Generate the token: echo -n "yourapikey:X" | base64

4

(Optional) Automation rules in Freshdesk

Set up Freshdesk automation rules to route tickets tagged inteliworks to your support group automatically for faster response times.

๐Ÿ“Š AI Priority โ†’ Freshdesk Priority Mapping

AI Priority Freshdesk Priority Value
low Low 1
medium Medium 2
high High 3
critical Urgent 4

Troubleshooting

โŒ 401 Unauthorized

Double-check that FRESHDESK_BASIC_AUTH_TOKEN is base64 of "apikey:X" (literal capital X, not your password).

โŒ 404 on domain

Confirm FRESHDESK_DOMAIN is just the subdomain, not the full URL. E.g. "acme" not "acme.freshdesk.com".

โŒ Ticket created but no email sent

The email field must be a valid contact email. Freshdesk will create the requester automatically if it doesn't exist.

Ready to connect Freshdesk?

Your agents start creating and tagging tickets automatically.

Connect Freshdesk โ†’