> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/guides/integrations/integrations-ticketing/connect-freshdesk-with-siit.md). # Connect Freshdesk Escalate Siit requests into Freshdesk: the request context comes with it, and a link is kept on both sides. ### How it works A request created in Siit is escalated to Freshdesk manually from the request side panel or automatically via a workflow. Siit creates the Freshdesk ticket, pre-fills it with the request context, and links both records. Freshdesk supports configurable two-way sync. ### Before you start * A **Freshdesk admin** to generate an API key. * The Freshdesk **group(s)** and **ticket type(s)** you want to escalate to. #### Step 1 - Generate a Freshdesk API key In Freshdesk, open **Profile settings** and copy your **API key**. #### Step 2 - Connect Freshdesk in Siit 1. In Siit, go to **Settings → Workspace → Integration library** and find **Freshdesk** in the Ticketing section. 2. Click **Connect**. 3. Enter your Freshdesk **domain** (e.g. `yourcompany.freshdesk.com`) and the **API key**. 4. Click **Authorize**. 5. Pick the **group(s)** and **ticket type(s)** available for escalation. #### Step 3 - Test the escalation Open any Siit request, click **Escalate ticket → Freshdesk**, choose the group, ticket type and priority, fill in the subject and description, and submit. Confirm the ticket appears in Freshdesk and the link shows on the Siit request. ### Using it at scale Add **Create Freshdesk ticket** as a workflow step, for example, *when service = “Customer escalation” → create a Freshdesk ticket in the support group and notify the requester* with approval gating where needed. ### Frequently asked questions **Does resolving the Freshdesk ticket close the Siit request?** Yes, if you enable it. Freshdesk now supports configurable two-way sync: in `Settings → Integrations → Freshdesk → Settings`, choose what syncs in each direction (resolution, assignee, notes, messages). See the *Control what syncs between Siit and your ticketing tool* article. **Can I map custom fields?** Standard ticket fields are supported today; custom field mapping is on the roadmap. **“Invalid credentials” on connect.** The API key is wrong or was regenerated. Generate a fresh key in Freshdesk and update Siit. **A group is missing from the picker.** The connecting Freshdesk agent lacks access to it. Update group membership in Freshdesk and re-sync. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.siit.io/guides/integrations/integrations-ticketing/connect-freshdesk-with-siit.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.