Pre-Built Tooling
| Category | Details |
|---|---|
| Authentication | HTTP Basic Authentication (API Key) |
| Two-Way Sync | Yes |
| Events Supported | Yes (Webhooks) |
| Realtime | Yes |
| Supports Rate Limiting | Yes (varies by plan) |
| Authentication Scopes Supported | N/A (API Key based authentication) |
Objects Supported
Alloy Automation supports syncing the following objects from Freshdesk:- Tickets
- Contacts
- Companies
- Agents
- Groups
- Conversations
- Time Entries
- Products
- Satisfaction Ratings
- Forums
- Solutions (Knowledge Base Articles)
Set Up Guide
Trial Access
| Question | Answer |
|---|---|
| Offers free trial? | Yes. Freshdesk offers a 21-day free trial with full access to features. Sign up at https://freshdesk.com to get started. There’s also a free plan for up to 10 agents. |
| Requires requires paid sandbox | No paid sandbox required. You can use the free trial or free plan for testing. |
| Requires partnership to obtain authentication? | No. API credentials can be obtained directly from your Freshdesk account settings. |
Authentication (HTTP Basic Authentication)
Freshdesk uses HTTP Basic Authentication with your API Key.- Log in to your Freshdesk account at https://.freshdesk.com.
- Click on your profile picture in the top-right corner and select Profile Settings.
- On the right side, you’ll see your API Key. Copy it or click to view/regenerate if needed.
- Enter your API Key as the username and X as the password in Alloy Automation (Freshdesk requires any character as password).
- Also configure your Freshdesk domain (e.g., yourcompany.freshdesk.com) in the connection settings.
API Documentation
For detailed API documentation, visit: https://developers.freshdesk.com/api/Important Notes
- Freshdesk API keys are tied to individual agent accounts
- The API key provides the same permissions as the agent it belongs to
- Freshdesk requires your subdomain (e.g., yourcompany.freshdesk.com) in API requests
- Rate limits vary based on your Freshdesk plan
Use Cases
1) Ticket synchronization
Sync support tickets between Freshdesk and your CRM or project management system, ensuring customer issues are tracked across all platforms.2) Customer profile enrichment
Automatically update Freshdesk contact records with customer data from your ecommerce platform, CRM, or data warehouse for better support context.3) Automated ticket creation
Create Freshdesk tickets automatically when specific events occur, such as failed payments, product issues, or customer feedback submissions.4) Knowledge base integration
Sync Freshdesk solution articles with your website or app to provide consistent support documentation across all customer touchpoints.5) SLA and performance reporting
Pull ticket data, response times, and satisfaction ratings from Freshdesk into your analytics platform for comprehensive support performance reporting.API Gotchas
- Domain requirement: Freshdesk API requests require your specific subdomain (e.g., yourcompany.freshdesk.com). Ensure this is correctly configured in your integration.
- Rate limiting: Rate limits vary by plan (typically 50-100 requests per minute). Monitor the
X-RateLimit-*response headers and implement appropriate throttling. - Pagination: Large result sets require pagination. Use the
pageparameter and respect the maximum of 100 records per page. - Password field: When using basic auth with API keys, Freshdesk requires any non-empty string as the password. Typically “X” is used.
- Webhook validation: Freshdesk webhooks include authentication. Verify the source of webhook requests to ensure they’re coming from Freshdesk.
For questions or troubleshooting, contact support@runalloy.com.