# Freshdesk

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a Freshdesk group and ticket type, and a linked ticket is created with the Siit context pre-filled.
* **Workflow-driven ticket creation.** Use **Create Freshdesk ticket** as a workflow step, with approval gating where needed.
* **Audit trail.** Every Freshdesk action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **Freshdesk**.
2. Choose the group, ticket type, priority, and required fields. Fill in the subject and description.
3. Submit. Siit creates the Freshdesk ticket, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Freshdesk ticket** action).

### What syncs from Freshdesk

* **Tickets created from Siit** — every escalated ticket is tracked with its Freshdesk ticket ID and link.
* **Links** — preserved between the Siit request and the Freshdesk ticket, visible on both sides.

> **Note** — bi-directional status sync is not currently available for Freshdesk. Track resolution either through the Freshdesk link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

> **Coming soon.** Custom field mapping for Freshdesk is on our roadmap. For now, you can set the standard ticket fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect Freshdesk

1. In Freshdesk, generate an API key for the agent Siit will use (Profile settings → API key).
2. In Siit, go to **Settings → Integrations**, find **Freshdesk** in the Ticketing section, and click **Connect**.
3. Enter your Freshdesk domain (e.g., `yourcompany.freshdesk.com`) and the API key.
4. Click **Authorize**. Pick the group(s) and ticket type(s) available for escalation.
5. Test by escalating a sample request from Siit to Freshdesk.

Need a more detailed walkthrough? Reach out to support via the in-app chat.

### Common workflows

**Customer support escalation.** *Trigger: Service = "Customer escalation". Actions: Create Freshdesk ticket in the support group → Notify requester with the Freshdesk link.*

**Tag-based handoff.** *Trigger: Tag "external-support" added. Actions: Manager approval → Create Freshdesk ticket → Notify requester.*

### Troubleshooting

**"Invalid credentials" on connect.** The API key is wrong or has been regenerated. Generate a fresh API key in Freshdesk and update Siit.

**Group missing from the destination picker.** The Siit Freshdesk agent lacks access to that group. Update group membership in Freshdesk and re-sync.

**"Ticket created" but no link in Siit.** The Freshdesk ticket was created but the back-link save failed. Open the request timeline — the Freshdesk ticket ID is logged. Manually re-link if needed.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.siit.io/integrations/ticketing/freshdesk.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
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.