The Freshdesk-Freshservice integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice and provide faster resolutions. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window.
Linking your Freshdesk and Freshservice accounts:
As a Freshdesk admin, you can create a new Freshservice account or connect an existing account and set up the integration. The same applies to Freshservice admins if you’re initiating the integration from Freshservice.
Follow the steps below to set up your Freshdesk - Freshservice integration:
Step 1: Go to admin > Support Operations > Freshservice
Step 2: As mentioned above, you can choose to connect an existing Freshservice account or create a new one.
Step 3: Enter your Freshservice domain and API key. You can find the Freshservice API key by logging into your Freshservice account and clicking on Profile > Profile settings.
The same has to be done from Freshservice to link your Freshdesk account.
Once your Freshdesk and Freshservice accounts are connected, you can also set up automation rules for the tickets that will raise incidents or service re on Freshservice automatically.
Setting up visibility for Freshdesk agents:
You can set up the visibilities access and let agents in Freshdesk view:
- All conversations on the Freshservice ticket (replies, public notes, private notes)
- Only public conversations on the Freshservice ticket (replies, public notes)
Setting up visibility for Freshservice agents:
You can set up the visibilities access and let agents in Freshservice view:
All conversations on the Freshdesk ticket (replies, public notes, private notes)
Only public conversations on the Freshdesk ticket (replies, public notes)
None (only ticket properties)
Setting up automation rules to create incidents in Freshservice:
An admin can automate the creation of Freshservice tickets (incidents) based on any condition in Freshdesk. For example, if the ticket subject contains ‘Outage,’ you can create a rule to create an incident on Freshservice automatically.
- Freshdesk admins can create a template for the Freshservice tickets using subject, description & placeholders.
- Freshdesk agents can view a filtered list of rules that trigger the creation of Freshservice tickets.