Freshdesk integration

If you’re new to integrations in Rewst, read through our introductory integration documentation here.

What does the Freshdesk integration do?

Our Freshdesk integration enables the automation of PSA tasks. Use the Freshdesk API within Rewst workflows to perform actions such as create tickets, sync clients, and manage opportunities.

Set up the Freshdesk integration

Set up steps in Freshdesk

1. Log in to your Freshdesk Support Portal.

2. Click your profile picture on the top right corner of your portal.

3. Navigate to the Profile Settings page.

4. Find your API key below the change password section.

5. Copy the API key somewhere secure. You'll need it for further steps in Rewst.

Set up steps in Rewst

1. Navigate to Configuration > Integrations in the left side menu of your Rewst platform.

2. Search for Freshdesk in the integrations page.

3. Click on the integration tile to launch the configuration setup page.

4. Under Parameters, enter the information copied from Freshdesk into its relevant field:

   1. Domain: Freshdesk domain, i.e. the domain in domain.freshdesk.com

   2. API Key

5. Click Save Configuration.

6. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

Actions and endpoints

Freshdesk's own API documentation can be found here.

Category	Action	Description
Agents	List Agents	List all agents (users) matching the supplied parameters
Agents	Get Agent	Get an agent (user) by ID
Companies	List Companies	List all companies
Companies	Search Companies	Search for a company using its name
Companies	Filter Companies	(Beta) Use custom company fields that you have created in your account to filter through the companies and get a list of companies matching the specified company fields
Companies	Get Company	Get a company by ID
Companies	Create Company	Adds a new company in Freshdesk
Companies	Update Company	Updates a company by ID
Companies	Delete Company	Deletes a company by ID, once deleted a company cannot be restored. Deleting a company does not delete the contacts that are associated with it.
Contacts	List Contacts	List all contacts, use filters to view only specific contacts
Contacts	Search Contacts	Search for a contact using their name
Contacts	Filter contacts	(Beta) Use custom contact fields that you have created in your account to filter through the contacts and get a list of contacts matching the specified contact fields
Contacts	Get Contact	Get a contact by ID
Contacts	Create Contact	Adds a new contact record
Contacts	Update Contact	Update a contact by ID
Contacts	Soft Delete Contact	Soft delete a contact by ID
Contacts	Permanently Delete Contact	Hard delete a contact to completely remove it from the portal. Can be used for GDPR compliance.
Contacts	Restore Contact	Used to restore contacts that have been soft-deleted from a Freshdesk account
Contacts	Send Invite to a Contact	Used to send an activation email to an existing contact for email verification. Once the activation is complete, these contacts can log in to the customer portal using their password and check the status of their tickets.
Contacts	Convert Contact to Agent	Makes a new Agent for an existing Contact
Conversations	Create Reply	Create a reply to a ticket or conversation
Conversations	Create Note	Create a note for a ticket
Generic Request	Freshdesk API Request	Generic action for making authenticated requests against the Freshdesk API
Groups	List Groups	List all groups
Groups	Get Group	Get a single group by ID
Roles	List Roles	List all roles
Roles	Get Role	Get a single role by ID
Skills	List Skills	List all skills
Skills	Get Skill	Get a single skill by ID
Tickets	Create Ticket	Create Freshdesk Ticket
Tickets	List Tickets	List Freshdesk Tickets
Tickets	Get Ticket	Get Freshdesk Ticket
Tickets	Update Ticket	Update Freshdesk Ticket
Time Entries	List Time Entries	List all time entries created by agents. Use filters to view only specific time entries.
Time Entries	Create a Time Entry	Adds a new time entry to a given ticket
Time Entries	Update Time Entry	Update a single time entry by ID
Time Entries	Toggle Time Entry Timer	Start or stop the timer for a given time entry
Time Entries	Delete Time Entry	Permanently deletes a given time entry, note that once deleted time entries cannot be restored.