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

# Freshdesk

> Connect Freshdesk using a subdomain and API key. Configure inbox automations for tickets, contacts and notes.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Integrations → Freshdesk" permission="integrations.read; integrations.create" />

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

## 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.

## 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.

## 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.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Should I enter the full Freshdesk URL?">
    No. Enter the subdomain without `.freshdesk.com`.
  </Accordion>

  <Accordion title="Why is no ticket created when a conversation closes?">
    Check the automation trigger, conditions and create-ticket action. Connecting the account does not configure them.
  </Accordion>

  <Accordion title="Can replaying an automation duplicate a ticket?">
    It can repeat actions that already succeeded. Review the earlier execution before retrying.
  </Accordion>
</AccordionGroup>

## See also

* [Automations](/en/messages/automations)
* [Softphone](/en/contact-center/softphone)