> 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/integrations/ticketing/freshdesk.md).

# Freshdesk

Connect Freshdesk to Siit to escalate requests into Freshdesk tickets with one click. The Freshdesk integration is the right choice when customer support teams already manage their work in 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.
* **Sync** is fully configurable and per-direction (`Settings → Workspace → Integration library → Freshdesk → Settings`):
  * **Resolution** — resolve on one side, close on the other (with status mapping).
  * **Assignee** — reassignments mirror across.
  * **Notes** — internal notes sync.
  * **Messages** — new messages sync.
  * **Links** — bidirectional links stay visible on both sides.

### 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 → Workspace → Integration library**, 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
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/integrations/ticketing/freshdesk.md?ask=<question>&goal=<user_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.