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The FreshDesk integration allows you to automatically create support tickets and manage customer inquiries through your QuickBot, without leaving the conversation flow.

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Configuration

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Credentials Setup

Before using the FreshDesk block, you must configure your domain and API key:
  1. FreshDesk credentials: Select or create FreshDesk credentials in the block settings.
  2. Get your domain — this is the URL you use to access your FreshDesk account:
    • It follows the format yourcompany.freshdesk.com
    • Enter it without the https:// prefix (e.g., acme.freshdesk.com)
  3. Get your API key — if you don’t have it yet:
    1. Log into your FreshDesk account.
    2. Click your profile avatar (top-right corner) and go to Profile Settings.
    3. Scroll to the Your API Key section on the right side of the page.
    4. Copy the key and paste it into the API Key field in the credentials form.
    Your API key is unique to your FreshDesk user account. If you need team-level access, consider using a dedicated agent account. The key is securely encrypted and stored.
    You can also find step-by-step instructions in the FreshDesk documentation.

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Actions

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Create Ticket

Automatically creates a new support ticket in FreshDesk with the following fields:
  • Subject: Title of the support ticket
  • Description: Detailed description of the issue
  • Priority: Ticket priority level (Low, Medium, High, Urgent)
  • Requester email: Email address of the customer
  • Custom fields: Any additional fields configured in your FreshDesk instance

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Get Ticket Types

Retrieves available ticket types from your FreshDesk instance so you can use them in conditional logic or dynamic dropdowns within your bot flow.

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Use Cases

  • Automatically create support tickets from bot conversations
  • Escalate issues based on user responses
  • Collect customer information for support cases
  • Route inquiries to the appropriate department based on the topic selected by the user

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Troubleshooting

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”Authentication Failed” or “Invalid API Key”

Resolution Steps:
  1. Verify the API key is correct — go to your FreshDesk Profile Settings to find it again.
  2. Ensure the key was copied in full (no leading/trailing spaces).
  3. Confirm the agent account associated with the key is active and not suspended.

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Tickets Not Being Created

Common Causes:
  • Missing required fields: Subject, description, and requester email are required.
  • Invalid email format: Ensure the requester email is a valid address.
  • Wrong domain: Double-check the domain — it should be yourcompany.freshdesk.com without https://.
  • Permission issue: The API key must belong to an agent with ticket creation permissions.

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Ticket Types Not Loading

Troubleshooting:
  • Verify that ticket types are configured in your FreshDesk account under Admin → Ticket Fields.
  • Ensure the credentials used have access to list ticket type values.

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Getting Help