> ## Documentation Index
> Fetch the complete documentation index at: https://docs.runalloy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk

> Integration details and setup guide for the Freshdesk connector in Alloy Automation.

## 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](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.

1. Log in to your **Freshdesk account** at https\://{yourdomain}.freshdesk.com.
2. Click on your **profile picture** in the top-right corner and select **Profile Settings**.
3. On the right side, you'll see your **API Key**. Copy it or click to view/regenerate if needed.
4. Enter your **API Key** as the username and **X** as the password in Alloy Automation (Freshdesk requires any character as password).
5. 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/](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 `page` parameter 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](mailto:support@runalloy.com)**.