Communication

Freshdesk Integration

Run your helpdesk — list and search tickets, get a ticket, list contacts, create tickets, reply, and update ticket status and priority (writes require approval).

Capabilities

This integration enables workers to:

  • List tickets
  • Get a ticket
  • Search tickets
  • List contacts
  • Create a ticket (approval-gated)
  • Reply to a ticket (approval-gated)
  • Update ticket status or priority (approval-gated)

Setup

Follow these steps to connect Freshdesk:

  1. Find your Freshdesk API key (Profile settings → Your API Key)
  2. Navigate to Integrations and click 'Add Connection'
  3. Select Freshdesk and enter your Freshdesk subdomain and API key
  4. Assign your support/operations workers to use it

Official links

Security

  • The API key is encrypted at rest (AES-256-GCM)
  • Use a dedicated agent account scoped to least privilege
  • Ticket creation, replies, and status/priority changes require human approval

Credential Storage

All integration credentials are encrypted at rest using AES-256-GCM encryption. OAuth tokens are automatically refreshed when needed.

Supported Roles

The following roles can use this integration by default:

Related Documentation