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Freshdesk integration setup guide

Covers the Freshdesk configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the Freshdesk configuration you need to complete before setting up the integration in Support Fusion. The setup mirrors Freshservice.

Prerequisites

  • Administrator access to your Freshdesk instance.

  • Familiarity with Freshdesk agent management and permissions.

  • Familiarity with Freshdesk groups and roles.

Step 1: Create an API agent

Create an agent that Support Fusion authenticates as, so all integration activity is attributable to one account you can audit and manage.

  1. Navigate to Admin > Agents and add a new agent.

  2. Set a monitored Email, First Name Support, and Last Name Fusion. Save.

  3. Assign the agent the roles needed for ticket operations, supervision, and account-level lookups, so it can read and modify tickets and resolve users and field values.

  4. Set group access: all groups for full coverage, or specific groups to limit which tickets sync.

  5. Enable API access for the agent and save.

The agent is created with API access enabled. You'll generate its key next.

Step 2: Generate the API key

The API key is generated from the agent's own profile, so you need to sign in as that agent.

  1. Sign out of your admin account and sign in as the integration agent. If the account is new, use the activation email to set its password first.

  2. Select the profile icon, then Profile Settings, where the agent's API key is shown.

  3. Copy the API key and store it securely.

Note: You can regenerate the API key at any time, but doing so invalidates the previous key and the integration will need the new one.

Next steps

With Freshdesk configured, set up the integration in Support Fusion from Settings: choose Freshdesk, then enter your instance URL (for example https://acmecorp.freshdesk.com) and the API key. Don't add /api to the URL, as Support Fusion appends it automatically. Save the configuration and test the connection. For the per-relationship settings, see Freshdesk integration.

Troubleshooting

Authentication failed. Check that the key was copied in full, that API access is enabled on the agent, and that the agent is active.

Permission denied. Confirm the agent has the roles needed for ticket operations and lookups, and access to the required groups.

Invalid API URL. Use the full URL including https://, with no /api or extra path, and check it matches your Freshdesk login page.

Connection timeout. Confirm your instance is reachable from the internet, that no IP or firewall rules block Support Fusion, and that your subscription is active.

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