Integrations
Work your Freshdesk tickets from the conversation.
Freesbe's Freshdesk app brings tickets into chat. Alerts post new tickets, status changes, replies, priority and agent changes into the channels you pick, with Assign to me and Resolve buttons. Ticket links show as cards, /freshdesk finds tickets, and any message can become a ticket or a private note on one.
Ticket alerts in the right channel
Pick a channel and what to post: new tickets, status changes, replies, priority changes and new agents. Send each Freshdesk group to its own channel, like Billing to #billing and Shipping to #shipping. Private notes are never sent.
- Assign to me and Resolve right on the card
- The card updates so the channel knows who took it
- Each change posts once, even when Freshdesk calls twice
Find any ticket without leaving chat
Paste a ticket link and everyone sees its subject, status, priority, requester and agent. Type /freshdesk with a ticket number, a customer's email or a company name to find tickets; only you see the answer.
Turn messages into tickets and notes
Choose Create Freshdesk ticket from any message's menu to make a ticket, or Add to Freshdesk ticket to add the message to a ticket as a private note, with a link back to the conversation.
Questions
- How do we connect Freshdesk?
- An owner or admin pastes an agent's Freshdesk API key in Workspace settings, Integrations, Support. Then a Freshdesk admin adds two automation rules that Freesbe gives them to copy, so ticket changes reach Freesbe.
- Does Freesbe copy our helpdesk?
- No. Freesbe reads a ticket when it posts a card about it, and remembers only its status, priority and agent to tell what changed. Disconnecting deletes the API key straight away.
- Whose account do Freesbe's changes use?
- The agent whose API key you connected. Tickets, notes and changes made from Freesbe say who in Freesbe made them.