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

For more on how actions work in Rewst, check out our introductory actions documentation here.

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.

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