Introduction
Connect Freshdesk to Sana to manage your support tickets, contacts, agents, and knowledge base. Create, update, and track tickets, assign to agents, manage solution articles, and streamline your customer support workflow. In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: API keys
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
Create tickets |
Create messages |
Create solution articles |
Create contacts |
Create companies |
Create agents |
Update tickets |
Update solution articles |
Update agents |
List articles |
List messages |
List solution articles |
List contacts |
List tickets |
List folders |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Freshdesk. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Add note to ticket |
Add ticket tags |
Assign ticket to agent |
Assign ticket to group |
Close ticket |
Create agent |
Create company |
Create contact |
Create message for thread |
Create reply |
Create solution article |
Create thread |
Create ticket |
Create ticket field |
Delete solution article |
Download attachment |
Forward ticket |
Get agent |
Get canned response |
Get contact |
Get folder canned responses |
Get solution article |
Get ticket |
List agents |
List all folders |
List all tickets |
List category folders |
List folder articles |
List folder canned responses |
List solution categories |
List ticket conversations |
List ticket fields |
Remove ticket tags |
Reply to forward |
Search solution article |
Set ticket priority |
Set ticket status |
Set ticket tags |
Update agent |
Update contact |
Update solution article |
Update ticket |
Update ticket field |
Scope and permissions
This connector uses API keys. When you connect your account, we securely store your keys to connect to this connector's APIs. The scopes for this connector depends on the scopes you assign your API key in Freshdesk when generating the key.
Set up instructions
Prerequisites:
Your Sana workspace admin has enabled this integration – if the workspace admin has disabled the integration it won't appear in the list of available integrations.
Step 1: Go to the integrations page in Sana
In Sana, click on ... More in the sidebar, then select Integrations
Step 2: Find Freshdesk in the list of available integrations
Scroll to the Available integrations section and locate Freshdesk.
Step 3: Connect the integration
Click the integration card and select "Connect just for me", this will open a pop-up powered by Pipedream. Follow the steps in the pop-up to complete the set-up.
Step 4: Provide your Freshdesk credentials
You'll be asked to paste the credentials for Freshdesk so Sana can store them securely and use them to call the connector's APIs on your behalf.
Step 5: Complete the set up
You've successfully connected your Freshdesk account. Click Continue to complete the setup and start using the connector.