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.

All plans

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.

New tickets, status changes, replies and agent changes in the channels you pick; private notes never.
Assign to me and Resolve right on the card, which updates so the channel knows who took it.
/freshdesk finds tickets by number, a customer's email or a company name, with an answer only you see.
Ticket links become cards with the subject, status, priority, requester and agent.
Any message becomes a ticket, or a private note on one, with a link back to the conversation.

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For Support teams on Freshdesk who talk about tickets in Freesbe.

Freshdesk in #support: a new high-priority ticket with Assign to me and Resolve, a pasted ticket link shown as a card, and a customer's reply on a ticket Lena took

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.

See it on your own team's data.

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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.

Plans and pricing

Freshdesk is included in every plan, including Free.

See pricing Every plan's limits

FreeUp to 10 people
BusinessUp to 500 people
CorporateUp to 2,500 people
EnterpriseOver 2,500 people

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.

How it works, step by step

The help guide shows every screen and setting. Freshdesk

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