What Freshdesk is
Freshdesk is the customer service helpdesk of Freshworks, a company founded in Chennai in 2010 under the Freshdesk name and now headquartered in San Mateo, California. It handles tickets from email and other channels, with Freddy, Freshworks' AI, working as an agent that resolves requests and as a copilot for your team.
Support teams use its automation rules and REST API to connect it to the rest of their systems. That is why it is one of the support desks our admin backoffice connects to.
What it does in your platform
Admin backoffice
Links every Freshdesk ticket to the customer it is about. An agent goes from a ticket to the customer's full view in the backoffice: accounts, cards, trades and cases on one screen, with every action logged.
How the connection works
The backoffice talks to Freshdesk's REST API with an API key, and Freshdesk calls the platform from automation rules when tickets change. The key stays in the platform's secrets.
Customers become contacts
Each platform customer is matched to a Freshdesk contact carrying the customer's ID as its unique external ID.
A ticket is created
The customer writes in, and Freshdesk files the ticket under their contact.
An automation calls out
A rule that runs on ticket creation and updates triggers a webhook to the platform, with a secret in a custom header that the platform checks.
The ticket meets the customer
In the backoffice, the ticket sits on the customer's record, next to their accounts, cards, trades and cases.
The agent acts, on record
Changes the agent makes follow their role's permissions, with a second approval for sensitive actions, and the audit log records each one.
Next to other providers
Freshdesk is one of the support desks the backoffice connects to, next to Zendesk and Intercom. Tickets reach the same place in the backoffice whichever desk your team works in.
Tickets live in Freshdesk; the backoffice holds the link to each customer. Moving to another support desk later changes the connector, not how your agents work in the backoffice.
When Freshdesk fits best
A strong fit when
- Your support runs on tickets, from email and other channels, in one queue.
- You want automation rules that call other systems when tickets change.
- Your team already uses Freshdesk or other Freshworks products.
Also worth a look
- Zendesk, another ticketing platform for support teams of every size.
- Intercom, when chat and an AI agent lead your support.
How we get you live
The contract
We help you get your Freshdesk account and contract in place, or connect the helpdesk your team already uses.
The automations
We set up with you the rules that notify the backoffice, which ticket events they cover, and how customers map to Freshdesk contacts.
The keys
The API key and the webhook header secret go into your platform's secrets and nowhere else, so the platform only accepts calls from your rules.
A full test run
The whole loop, from a new ticket to the agent's action in the backoffice, runs against a test helpdesk before your agents switch over.
