This page covers the integration settings that apply when Freshdesk is one side of a connection.
Use it when you're configuring a relationship that includes Freshdesk. The form is titled Freshdesk configuration; which settings appear depends on whether your Freshdesk organisation is the source or the target.
Group and defaults
Group: the Freshdesk group that handles synced tickets. This is used for ticket assignment.
Default values for new tickets (source): the defaults applied to tickets the target creates back into Freshdesk during reverse sync.
Attachments
Sync attachments: include all attachments added to linked tickets.
Reverse sync
When Freshdesk is the target, turn on reverse sync to send updates back, then choose a filter for which tickets are included: All tickets, Group, or Agent, and select the specific group or agent.
Source vs target: As the source, you set the group and the defaults for tickets created back into Freshdesk. As the target, reverse sync with its group or agent filter becomes available.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
Freshdesk: connecting Freshdesk to Support Fusion.