Freshdesk

Overview

The Freshdesk Integration enables seamless synchronization between your platform and Freshdesk, allowing efficient management of customer support tickets, CRM data, and content workflows. By leveraging this integration, organizations can centralize operations, improve visibility into customer interactions, and enhance overall service efficiency across Helpdesk, CRM, and Content Management capabilities.

Prerequisites

Ensure the following requirements are fulfilled before initiating the integration:

• An active Freshdesk Admin account with appropriate permissions.

• Valid Freshdesk domain URL and API token.

• Access to TheLoops platform with Admin role privileges.

Capability notes

• Helpdesk: Requires full configuration using the API token for authentication.

• CRM & Content Management: Configuration remains the same as Helpdesk.

  • The only difference is selecting CRM or Content Management as the capability in the Configuration tab based on the requirement.

Best practices

• Secure API Token Management: Store and manage the Freshdesk API token securely. Avoid sharing it across unauthorized users or systems.

• Ensure Correct Token Usage: Always use a valid and active API token generated from the Freshdesk Admin account to prevent authentication failures.

• Regularly Validate Integration: Periodically perform a Test Connection to ensure the integration remains active and functional.

• Monitor Access Permissions: Ensure the Freshdesk account associated with the API token has sufficient permissions to access required data.

• Maintain Token Lifecycle: If the API token is regenerated or updated in Freshdesk, ensure it is also updated in the integration to avoid service disruptions.

Setup instructions

Initiate Integration

1

Log in to TheLoops platform using an Admin account.

2

Navigate to Settings → Integrations module.

3

Click on the “+ Add Integration” button to view available integrations.

4

Search for Freshdesk and open the integration setup.

Configuration

1

In the Configuration tab, enter a suitable name for the integration.

2

Select the required Capability based on your use case:

• Helpdesk

• CRM

• Content Management

3

Click Next to proceed.

Authentication

1

You will be redirected to the Authentication tab.

2

Enter your Freshdesk API Token in the designated field.

3

Enter your Freshdesk Domain URL in the Domain URL field, and click on Connect Button.

Validation & verification

1

Upon entering the valid token and domain URL:

1. The integration will be added successfully.

2. A confirmation (success message) will be displayed.

2

Navigate back to the Integrations tab and verify that the newly added integration appears at the top of the list.

3

Click on the Test Connection icon (next to the delete option):

• If successful, a confirmation message will appear.

• This confirms that the integration is configured correctly.

Webhook Setup

Overview

Webhooks in Freshdesk enable real-time synchronization of ticket events between Freshdesk and the platform. They ensure that ticket creation and updates are instantly reflected, improving data accuracy and eliminating delays associated with periodic data syncing. TheLoops platform automatically creates the required webhooks via backend APIs during integration setup; however, verification is recommended to ensure proper configuration.

Verification Steps

1

Log in to your Freshdesk domain using Admin credentials.

2

Click on the three dots (⋯) in the left-side panel and select Admin.

3

Navigate to the Workflows section.

4

Open the Automations tab.

5

Under Automations, verify that two webhook-based events are created for your organization:

1. Ticket Creation

2. Ticket Updates

6

Open each event (Ticket Creation / Ticket Updates) and verify the following:

• The Webhook URL is configured.

7

The same webhook URL is present in the integration’s Configuration tab within TheLoops platform.

8

If both events exist with the correct webhook URL, it confirms that the webhook is successfully created and configured for real-time synchronization.

API Key Management & Update Process

Overview

Unlike OAuth-based integrations, the Freshdesk connector uses an API Key (Token-based authentication). If the API key is manually reset in Freshdesk, the existing integration will stop working, and the Test Connection will fail. In such cases, the updated API key must be reconfigured in the integration to restore connectivity.

Steps to Update API Key

1

Log in to your Freshdesk domain using Admin credentials.

2

Navigate to your Profile (top-right corner).

3

Click on Profile Settings.

4

Locate and click on View API Key to retrieve the new API key.

5

Go to the platform → Settings → Integrations module.

6

Locate the relevant Freshdesk integration check the Test Connection before updating the Token, It will show the failed error message.

7

Click on the Edit icon (beside the delete icon) to update the token.

8

Navigate to the Authentication tab.

9

Enter the new API key in the Token field and click on Update.

10

A success message will confirm that the API key has been updated.

11

Return to the Integrations list and click on Test Connection:

1. A successful response confirms that the API key update is completed and the integration is functioning correctly.