Freshdesk Integration
The Freshdesk integration connects your customer support platform to Convor. Operators can create tickets from conversations, sync contact details, and track ti
The Freshdesk integration connects your customer support platform to Convor. Operators can create tickets from conversations, sync contact details, and track ticket status. When a visitor needs help, a support ticket is created in your Freshdesk account with the conversation context attached.
Prerequisites
- A Freshdesk account with agent or admin access
- An API Key from your Freshdesk profile settings
- Your Freshdesk subdomain
- Convor Growth plan or higher
Getting Your API Key
Log in to Freshdesk. Go to Profile Settings and scroll to the API Key section. Copy the API Key shown on that page. The key is used with HTTP Basic authentication where the username is the API key and the password is left blank.
# Freshdesk API Key format
# Found in Profile Settings > API Key section
# Used as username in HTTP Basic Auth (password is empty)
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxGetting Your Subdomain
Your Freshdesk subdomain is the part of the URL before .freshdesk.com. For example, if your Freshdesk URL is https://mycompany.freshdesk.com, your subdomain is "mycompany".
# Freshdesk Subdomain format
# https://YOUR_SUBDOMAIN.freshdesk.com
# Copy the subdomain from your Freshdesk URL
mycompanyDashboard Configuration
In your Convor dashboard, open Integrations → Freshdesk. Enter your API Key and Subdomain. Click Test Connection to verify the credentials, then save.
{
"integration": "freshdesk",
"apiKey": "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
"subdomain": "mycompany"
}Features
| Feature | Description | Status |
|---|---|---|
| Ticket Creation | Create Freshdesk tickets directly from Convor conversations | Supported |
| Contact Sync | Sync visitor contact details to Freshdesk contacts | Coming Soon |
| Priority Management | Set ticket priority and urgency from the Convor dashboard | Coming Soon |
| Status Tracking | Track ticket status changes and updates in real time | Coming Soon |
Troubleshooting
Warning
If ticket creation fails, verify the API Key has not been changed and that the account has agent or admin access in Freshdesk. Freshdesk uses HTTP Basic Auth with the API key as the username.
- Authentication failed: Verify the API Key in Profile Settings has not been regenerated. Copy it fresh and paste it into Convor. The key is used as the Basic Auth username with an empty password
- Invalid subdomain: Ensure the subdomain matches your Freshdesk URL exactly, without the .freshdesk.com part. Check for typos or extra spaces
- Rate limit exceeded: Freshdesk enforces API rate limits per account. If you hit the limit, wait a few minutes before retrying. Upgrade your Freshdesk plan for higher limits
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