Freshdesk
Escalate conversations by opening a Freshdesk ticket for your support team.
Overview
Connect Freshdesk and your agent can hand a conversation to your human team by opening a ticket in Freshdesk. The ticket includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.
What you can do
Let the agent handle routine questions on its own, and hand off to Freshdesk the moment a case needs a person, with the context already on the ticket.
Zetra's own Helpdesk comes first
Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Freshdesk is ever unreachable. If you connect several helpdesks, each one gets its own ticket.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- Your Freshdesk subdomain (the yourcompany in yourcompany.freshdesk.com) and your API key; see Find your Freshdesk API key.
- A Standard plan or above. See pricing.
How to connect Freshdesk
Open the Freshdesk integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Freshdesk card. A window opens.
Enter your subdomain and API key
In the Freshdesk Integration window, type your subdomain and paste your API key, then click Submit. Zetra checks them with Freshdesk before saving. The window closes and the card shows Connected.
Add the Escalations action
- Open your agent and click Build → Actions.
- Click Create action, open Escalations and choose Create ticket.
- Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Freshdesk and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.
Find your Freshdesk API key
- Sign in to Freshdesk.
- Click your profile picture (top right) and choose Profile settings.
- Click View API key on the right, complete the check, and copy the key.
Check it works
In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new ticket should appear in Freshdesk within a few seconds, with a summary of the issue.
Troubleshooting
“There's no Freshdesk account at …”
Possible cause: the subdomain doesn't match your Freshdesk address.
“Freshdesk rejected this API key”
Possible cause: the key was copied incompletely, or it was reset.
Managing the connection
Click Manage on the Freshdesk card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Freshdesk; tickets already created stay in Freshdesk.