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The Freshdesk for Salesforce app is available in the Salesforce AppExchange and can be used with the Enterprise Edition and above.  


Note: Only Salesforce Admins can install the Freshdesk-Salesforce package.

 Installation from AppExchange 

To install Freshdesk from AppExchange,

  1. Go to the Salesforce AppExchange , and search for Freshdesk. On the Freshdesk for Salesforce page, click Get it Now. 


  1. If you can't find the app, you can install it using this link: Freshdesk for Salesforce. 

  2. Install it in your sandbox or production as per your requirement. 

  3. After accepting the terms and conditions, confirm the installation. You will be asked to log in to your Salesforce account. Based on your use case, you can choose to install Freshdesk for everyone or only Admins.



Post-installation steps 

  1. Once the installation is complete, you will be redirected to the Installed Packages page. 

  2. From the left pane, go to Security Controls > Remote Site Settings

  3. Click New Remote Site to create a new remote site. Enter your Freshdesk URL and name, and click Save. If you have multiple Freshdesk accounts to connect to your Salesforce org, you can add a remote site setting for all. 

Freshdesk URL - This is the domain url of your freshdesk account. It should be in the format https://<yourdomainname>.com

 Note: The Remote Site Name must only have letters, numbers, and/or  underscores. Also, the Remote Site URL must start with "https://”



    User access configuration 

  1. Give access of the below Apex classes and Metadata to the user profile to avoid any access issues. 

    1. freshdesk.FreshdeskTicketUtility : Apex Class 

    2. freshdesk.MultipartFormGeneration : Apex Class 

    3. freshdesk.Freshdesk Ticket Configuration : Custom Metadata Type 


  1. Assign the required permissions to customize the user access for tickets management. If you want to assign permissions to specific users, use the permissions set, else you can use the custom permissions to give access to the whole profile, depending how you want to manage.


  1. OPTION 1 - Assign the Permissions Set to the user:

    1. Freshdesk Auth Access > To provide the access to add/modify the authentication details of freshdesk accounts linked to the salesforce. Ideally, give this permission to only ADMIN users.

    2. Freshdesk Configure Access > Having this custom permission gives access to configure table columns and fields used to create new tickets.

    3. Freshdesk Only Notes Access > Use this if you don't want to assign the edit permission on the ticket to the user but the user should be able to add the notes in it.

    4. Freshdesk create Access > Having this custom permission gives create and view access to freshdesk ticket in SF org.

    5. Freshdesk edit access > Having this custom permission gives edit and view access to freshdesk ticket in > org.

    6. Freshdesk view access > Having this custom permission gives view access to freshdesk ticket in SF org.


  1. OPTION 2 - Assign the Custom Permissions to the profile:


  1.  freshdesk.Configure Freshdesk View : To make the configuration for which fields should be visible on the tickets table or which should be available to create the tickets from salesforce. 

  2. freshdesk.Create access Freshdesk : To create the new freshdesk ticket from salesforce itself. 

  3. freshdesk.Edit access Freshdesk : To edit the details of the existing tickets. 

  4. freshdesk.View access freshdesk : To view the freshdesk ticket list.

  5. freshdesk.Freshdesk Auth Access : To access the auth page to enter the sensitive details like API key to connect your freshdesk account to salesforce. 

  6. frehsdesk.Add_Only_Notes_In_Freshdesk : Use this if you don't want to assign the edit permission on the ticket to the user but the user should be able to add the notes in it.


  1. Go the App launcher icon, in top left corner and search for the “Freshdesk Auth” and open the freshdesk Auth tab


  1. After opening the Freshdesk Auth tab, you will see the below screen. Click on the Add new button and enter the details API key, Freshdesk URL, Your company name(optional). Make sure you have “Freshdesk Auth Access” permission assigned.

    1. Company  - It’s an optional field. You can add your company name here. For example - Acme International LLC.

    2. API Key - This is the unique alpha-numeric API key of your freshdesk account. 

    3. URL - This is the domain url of your freshdesk account from which you are fetching the tickets in the salesforce. It is the same url used for the remote site setting.


Note: To get your API key, log in to your main Freshdesk Account, click on your profile picture in the top right corner, and click Profile Settings. You can see your API key below the Change Password option. Similarly, you can copy your base URL from the browser tab after logging into your Freshdesk account.




Placement of Component 

We are using the latest LWC component. Please use the lightning app builder to place any of these components on the record page at any given space on the Contact and Account pages. 

● showFreshdeskTicketsParent: This component is available to use on the Contact record page and account record page 

Note: Your organization might use different lightning pages in combination with App, Profile, and Record Type. Please place the component on all possible lightning pages using the Lightning App Builder. 

You can edit the CONTACT or ACCOUNT lightning record page and add the LWC component accordingly.