Connect Freshdesk and Sam can work with your support queue: find and read tickets, report on volume and trends, reply to customers, add private notes, update and create tickets.
What Sam can look up in Freshdesk
- Your tickets, searchable by status, priority, agent, group or date
- Your ticket fields and their options
- Your contacts
What Sam can do in Freshdesk
- Reply to a ticket, which the customer sees
- Add a private note that only your team sees
- Change a ticket's status, priority, assignee or other fields
- Create a new ticket
- Delete a ticket. It can't be undone from Sam. Asks you first.
Anything marked Asks you first pauses and waits for you to confirm before it runs.
What Sam can't do in Freshdesk yet
- Edit your knowledge base articles or canned responses yet.
Connect Freshdesk
- →A Freshdesk agent login. Sam acts as the agent whose key you use.
Step 1 - Copy your API key from Freshdesk
- In Freshdesk, select your profile picture in the top right and choose Profile Settings.
- Copy your API key.
- Note your subdomain: the part before .freshdesk.com in your Freshdesk address. Sam asks for both.
Step 2 - Open the integrations marketplace
Select Connect your tools at the bottom of the left sidebar, above your profile. Search for Freshdesk or find it under Browse Integrations.
Step 3 - Paste it in and connect
Select Freshdesk, paste what you copied into the fields Sam shows, and select Connect. Once it succeeds, it moves to your Connected tab.
When you connect, you may see a screen of checkboxes, and some are easy to scroll past. Sam can only do what you allow. If you untick one, the matching actions in the list above will fail with a permission error.
If Sam says it can't reach Freshdesk later on, see When Sam can't reach one of your tools.
Frequently Asked Questions
Will replies come from me?
Replies and notes are made as the agent whose API key you connected. Use a key from the agent you want replies to come from.
Can Sam count how many tickets came in yesterday?
Yes. Ask Sam for ticket counts by day, status, group or agent. On a very busy day it counts in smaller time blocks to stay accurate.