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Freshdesk integration

{% hint style="info" %} If you’re new to integrations in Rewst, read through our introductory integration documentation here. {% endhint %}

What does the Freshdesk integration do?

Our Freshdesk integration enables the automation of PSA tasks. Use the Freshdesk API within Rewst workflows to perform actions such as create tickets, sync clients, and manage opportunities.

Set up the Freshdesk integration

Set up steps in Freshdesk

  1. Log in to your Freshdesk Support Portal.
  2. Click your profile picture on the top right corner of your portal.
  3. Navigate to the Profile Settings page.
  4. Find your API key below the change password section.
  5. Copy the API key somewhere secure. You'll need it for further steps in Rewst.

Set up steps in Rewst

  1. Navigate to Marketplace > Integrations in the left side menu of your Rewst platform.
  2. Search for Freshdesk in the integrations page.

  3. Click on the integration tile to launch the configuration setup page.
  4. Under Parameters, enter the information copied from Freshdesk into its relevant field:
    1. Domain: Freshdesk domain, i.e. the domain in domain.freshdesk.com
    2. API Key
  5. Click Save Configuration.
  6. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

{% hint style="success" %} Got an idea for a new Integration? Rewst is constantly adding new integrations to our integrations page. Submit your idea or upvote existing ideas here in our Canny feedback collector. {% endhint %}

Actions and endpoints

{% hint style="info" %} For more on how actions work in Rewst, check out our introductory actions documentation here. {% endhint %}

Freshdesk's own API documentation can be found here.

Category Action Description
Agents List Agents List all agents (users) matching the supplied parameters
Agents Get Agent Get an agent (user) by ID
Companies List Companies List all companies
Companies Search Companies Search for a company using its name
Companies Filter Companies (Beta) Use custom company fields that you have created in your account to filter through the companies and get a list of companies matching the specified company fields
Companies Get Company Get a company by ID
Companies Create Company Adds a new company in Freshdesk
Companies Update Company Updates a company by ID
Companies Delete Company Deletes a company by ID, once deleted a company cannot be restored. Deleting a company does not delete the contacts that are associated with it.
Contacts List Contacts List all contacts, use filters to view only specific contacts
Contacts Search Contacts Search for a contact using their name
Contacts Filter contacts (Beta) Use custom contact fields that you have created in your account to filter through the contacts and get a list of contacts matching the specified contact fields
Contacts Get Contact Get a contact by ID
Contacts Create Contact Adds a new contact record
Contacts Update Contact Update a contact by ID
Contacts Soft Delete Contact Soft delete a contact by ID
Contacts Permanently Delete Contact Hard delete a contact to completely remove it from the portal. Can be used for GDPR compliance.
Contacts Restore Contact Used to restore contacts that have been soft-deleted from a Freshdesk account
Contacts Send Invite to a Contact Used to send an activation email to an existing contact for email verification. Once the activation is complete, these contacts can log in to the customer portal using their password and check the status of their tickets.
Contacts Convert Contact to Agent Makes a new Agent for an existing Contact
Conversations Create Reply Create a reply to a ticket or conversation
Conversations Create Note Create a note for a ticket
Generic Request Freshdesk API Request Generic action for making authenticated requests against the Freshdesk API
Groups List Groups List all groups
Groups Get Group Get a single group by ID
Roles List Roles List all roles
Roles Get Role Get a single role by ID
Skills List Skills List all skills
Skills Get Skill Get a single skill by ID
Tickets Create Ticket Create Freshdesk Ticket
Tickets List Tickets List Freshdesk Tickets
Tickets Get Ticket Get Freshdesk Ticket
Tickets Update Ticket Update Freshdesk Ticket
Time Entries List Time Entries List all time entries created by agents. Use filters to view only specific time entries.
Time Entries Create a Time Entry Adds a new time entry to a given ticket
Time Entries Update Time Entry Update a single time entry by ID
Time Entries Toggle Time Entry Timer Start or stop the timer for a given time entry
Time Entries Delete Time Entry Permanently deletes a given time entry, note that once deleted time entries cannot be restored.