How to set up the Freshdesk integration

Freshdesk is a cloud-based customer support software that is both feature-rich and easy to use. With
multiple support channels available, including live chat, email, phone, and social media, you can help
customers through their preferred communication method.

To support Freshdesk's omnichannel features, the FlowEQ/Freshdesk integration supports both  Freshworks and FreshDesk steptypes, eliminating the need for two sets of flows for two support channels. Once set up, this combined integration enables the following steptypes:

Freshworks steptypes (works in both Freshdesk and Freshchat)

• Add an Internal Note
• Create a new Freshdesk ticket
• Send Public Message
• Update Ticket Fields or Conversation

Freshdesk steptypes (works only in Freshdesk)

• Add an Internal Note
• Create a new Freshdesk ticket
• Send Public Message
• Update Ticket Fields

Setting up the Freshdesk integration

1. Log into your Freshdesk instance
2. Look at your browser's address bar and note your subdomain name. You'll need this later.
   • For example, if your Freshdesk URL begins with mycompany.freshdesk.com, your subdomain name is mycompany.
3. Click your profile square in the very top right corner.
4. Click Profile Settings
5. Copy the API key shown at the top of the right rail.
6. Open FlowEQ > Integrations Lab > Freshdesk option, or click here.
7. and click the Set Up button.
8. In the subdomain field, enter the subdomain you noted in step 2.
9. In the API key, paste the API you copied from Freshdesk in step 5.
10. Click Save.