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.
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.
From the request side panel, click Escalate ticket and pick Freshdesk.
Choose the group, ticket type, priority, and required fields. Fill in the subject and description.
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).
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.
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.
In Freshdesk, generate an API key for the agent Siit will use (Profile settings → API key).
In Siit, go to Settings → Integrations, find Freshdesk in the Ticketing section, and click Connect.
Enter your Freshdesk domain (e.g., yourcompany.freshdesk.com) and the API key.
Click Authorize. Pick the group(s) and ticket type(s) available for escalation.
Test by escalating a sample request from Siit to Freshdesk.
Need a more detailed walkthrough? Reach out to support via the in-app chat.
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.
"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.
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