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The Freshdesk integration brings your client’s support history into your client work. Ask which Contoso tickets mention the new price labels, what an agent replied to a store manager, or what the solution articles say about returns, and Hebno answers from Freshdesk with each ticket and article cited. When a request implies a change, such as adding a private note or changing a ticket’s priority, Hebno shows a confirmation card and writes to Freshdesk only after you confirm.

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At a glance

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Before you start

You need:
  • A Freshdesk agent account and your helpdesk address, for example contoso.freshdesk.com.
  • Your Freshdesk API key. In Freshdesk, select your profile picture, choose Profile settings, and copy the key under Your API Key. Freshdesk shows it again after you complete a short check.
  • An agent role that can view and edit the tickets you want to use. Freshdesk applies your role and ticket scope (all tickets, group tickets or assigned tickets) to every API request.
  • An allowed integration. An owner or admin sets Freshdesk to Allow under Admin → Connectors → Catalogue.
A Freshdesk API key has the same access as the agent who owns it. Hebno uses these parts of the Freshdesk API:

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Connect Freshdesk

1

Start the connection

Open Settings → Connections, find Freshdesk under Customer support and select Connect. You can also select Connect from the prompt in a chat.
2

Enter your details

Enter your helpdesk address and paste your API key.
3

Test and save

Select Test connection. Hebno checks the key and shows your agent name. Select Save.
The card shows Connected with your helpdesk address. Hebno reads and writes with your own permissions, so you see only the tickets your agent role and ticket scope allow. Keys are encrypted at rest. Select Disconnect at any time, or ask an admin to revoke the connection under Admin → Connectors → Connections. Resetting your API key in Freshdesk also ends the connection.

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What Hebno reads

Reads are live. Hebno queries Freshdesk when a request needs it. Only what a reply used is stored with the conversation as its sources.
Excerpts a reply uses become part of the conversation. Anyone you share the conversation with can read them, including customer messages and private notes from Freshdesk.

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What Hebno writes

Every write appears first as a confirmation card. You can change any field before you select Confirm.
Confirmation card for Freshdesk with editable fields

A Freshdesk change pending confirmation. Nothing is written until you confirm.

Private notes are visible to agents only. Hebno never sends a reply to a requester, deletes, merges or spams tickets, or changes contacts, companies, automations or solution articles. Writes are made with your API key, so Freshdesk shows you as the author. Linking marks which Freshdesk companies belong to an engagement, so you can ask “what are store teams raising?” without naming the company.
  1. Open the project and select Brain.
  2. Under Linked records, select Link record, then Freshdesk.
  3. Search by company name or domain and select the company. Repeat for each company in the engagement.
In chats tagged to the project, Hebno starts with tickets from the linked companies for any support question. See Linked records.

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Use Freshdesk in chat

  • Attach: open the + menu, choose Sources → Freshdesk, and pick a ticket, a company or a solution article. Or type / and choose Freshdesk.
  • Ask: name the client, ticket or topic in your request. For example:
    Group the Contoso tickets from October by theme and list the three most common complaints.
    Summarise ticket 1874 with every reply and note in date order.
    Set the status on the Contoso label tickets to pending and add a private note that the fix ships on 16 November.
  • Research runs show a Checking Freshdesk step, with a chip for each ticket and article it read.
  • Agents can read Freshdesk on a schedule, for example a Monday count of Contoso tickets by theme. Writes an agent proposes appear in agent approvals for review.

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Troubleshooting