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Freshdesk

Connect Freshdesk so NudgeBee can create and track support tickets from events, recommendations and automations.

Prerequisites​

  • A Freshdesk account NudgeBee can authenticate as, with permission to create and read tickets.
  • That account's API key, found in Freshdesk under Profile Settings → Your API Key.
tip

Use a dedicated agent account rather than a personal one. Tickets NudgeBee raises are attributed to whichever account the key belongs to, and a personal key stops working when that person's access changes.

Step 1: Configure the Integration in NudgeBee​

Navigate to Admin > Integrations > Ticketing, select Freshdesk, then click Add Freshdesk Account.

The Freshdesk tile in the Ticketing tab of the integrations catalog

  • Name * (Required)
    • A unique name to identify this Freshdesk account configuration, e.g. support-prod.
  • Freshdesk URL * (Required)
    • Your Freshdesk domain, e.g. https://yourcompany.freshdesk.com.
  • API Key * (Required)
    • The API key from Profile Settings → Your API Key in Freshdesk.

The Freshdesk configuration form, showing the account URL and API key fields

Step 2: Test and Save​

Click Test Connection, then Save.

What You Can Do Once Connected​

  • Create Freshdesk tickets manually from errors, events, recommendations and logs.
  • Have Autopilot open tickets automatically from pre-configured rules.
  • Create tickets from an automation with the ticket tasks.

Verify the Integration​

  1. Click Test Connection on the form — it should succeed before you save.
  2. Create a ticket from a NudgeBee event and confirm it appears in Freshdesk.
  3. Confirm the ticket is attributed to the expected agent account.

Troubleshooting​

SymptomLikely CauseFix
401 UnauthorizedWrong API key, or the key belongs to a deactivated agentRegenerate the key under Profile Settings → Your API Key and update the integration.
Connection test fails on the URLDomain entered without scheme, or with a trailing pathUse the bare domain with https://, e.g. https://yourcompany.freshdesk.com.
Tickets are created but fields are emptyRequired custom fields on the ticket form are not being suppliedSee the ticketing diagnostic guide.
403 Forbidden on createThe agent lacks ticket-creation permissionGrant the agent a role that permits creating tickets in the target group.