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Freshdesk

To help you integrate Freshdesk with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.

Note: Due to limitations placed by Freshdesk, you must have a Blossom, Garden, Estate, or Forest Freshdesk account to perform this integration.

There are two key parts to the setup: 1) provisioning a seat for Thankful in your helpdesk, and 2) integrating your helpdesk into the Thankful dashboard.

Part 1: Provisioning a Seat for Thankful

You’ll need to provision a seat for Thankful. Thankful will use this seat to reply to your customers, just like an agent.

If you need to change Thankful’s role to supervisor after provisioning, perform the following steps in your Freshdesk dashboard:

  1. Go to Admin>Agents Screenshot showing the Agents link in the Freshdesk dashboard

  2. Click the “Edit” button for the be@thankful.ai agent

  3. In the Roles and Scope section, find Agent Role and click on “Associate Roles” Screenshot showing the Associate Roles button

  4. When the pop-up box “Roles” opens, select “Admin” and click assign

  5. Click on Save on the Edit Agent page

Part 2: Integrating into the Dashboard

  1. Go to Integrations and click “Add or Remove Integrations.”

  2. Click “+ Add Channel” and select Freshdesk, then hit the blue “Add Channel” button. Take note of the generated Request URL, which we’ll need soon.

  3. In your Freshdesk dashboard, navigate to the Admin tab in the top navigation bar. Click Observer, then generate a New Rule. Name your rule something identifiable, such as “Notify Thankful.” In the Any section, select “Reply is sent” and “Agent or Requester.” This will notify Thankful each time a customer messages you, so Thankful can reply.

  4. Below that you’ll see the “Perform these actions” section. Select a Trigger Webhook as a POST request, then copy and paste the Request URL Thankful generated for you earlier into the Callback URL field. Then select JSON and Simple and check the boxes for Ticket ID and Last Public Comment. Save the rule.

  5. Navigate back to the Admin tab in the navigation bar. Click Dispatch’r and create a New Rule. Name your rule something descriptive–“Notify Thankful” is a great name here as well. Under conditions, select Any and add 3 conditions: Ticket created during business hours, Ticket created during holidays, and Ticket created during non-business hours.

  6. Then in the Actions section, just as before you’ll select Trigger Webhook, POST, and copy and paste the Request URL Thankful generated for you earlier into the Callback URL field. Then select JSON and Simple and check the boxes for Ticket ID and Description. Note that we need the description, rather than the last public comment for this trigger. Now save the rule.

  7. Now that Thankful is receiving notifications via webhooks from Freshdesk, we’ll need to give Thankful API access to reply to those notifications, responding to customers. On the top right, click your profile icon and navigate to Profile settings.

  8. Once there, copy your API key and paste it into the API Key field in Thankful’s integration page under Freshdesk. Also take note of your Freshdesk domain, and copy that into Thankful’s Domain field in your Freshdesk integration. Your domain can be found in the URL you use to access your Freshdesk dashboard. For instance, if I visit my Freshdesk dashboard at https://abotlabs.freshdesk.com, then my domain is abotlabs.

After inserting your Freshdesk API key and domain, click “Save” in Thankful under the Freshdesk integration. Congratulations, you’ve integrated Freshdesk!