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Freshdesk connects ticket management to ContactShip. Its actions synchronize contacts, create tickets and add notes with conversation context.

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Connect

  1. Open Integrations → Freshdesk.
  2. Enter only the subdomain: for yourcompany.freshdesk.com, use yourcompany.
  3. Enter the Freshdesk API key and confirm the connection.
  4. If credentials are rejected, correct both the key and domain before continuing.

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Configure the workflow

In inbox automations, choose the event and conditions. Available actions include syncing a contact, creating a ticket and adding a conversation note. Connecting Freshdesk does not create a ticket for every conversation. Define when tickets are needed, which information to send and how to avoid duplicates when replaying rules.

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View tickets in the softphone

With the integration connected, a known contact’s panel can show tickets when it has an email or phone. The summary shows up to two open or pending tickets; the Tickets tab checks the last three days and links to Freshdesk. If tickets are missing, check contact identity, filters and connection before creating another.

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Frequently asked questions

No. Enter the subdomain without .freshdesk.com.
Check the automation trigger, conditions and create-ticket action. Connecting the account does not configure them.
It can repeat actions that already succeeded. Review the earlier execution before retrying.

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See also