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Freshdesk connects your Freshdesk account so the workflow Create ticket and Get ticket status tools can open and look up tickets in Freshdesk. The API key is the private access code Freshdesk gives you for this connection.

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Prerequisites

  • A Freshdesk account
  • An API key from Freshdesk Profile Settings
  • Permission to add integrations on the project

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Connect

1

Open Add Integration

In the project sidebar, select Integrations, then Add Integration. Select Connect on the Freshdesk card.
2

Enter your credentials

On Connect Freshdesk, enter the Freshdesk domain, such as yourcompany for yourcompany.freshdesk.com, and the API key from Profile Settings. Keep the key secret.
3

Wait for validation

The wizard checks Freshdesk API access. When it succeeds, you see Freshdesk connected.
Keep the API key private. If the connection needs a new key, edit Freshdesk under Integrations and enter the replacement key; the existing key is preserved when you leave the masked field unchanged.

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Verify

On Integrations, the row shows Connected.
Enable Create ticket on a test agent, select this Freshdesk connection, and confirm a follow-up opens a ticket in Freshdesk.

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Use it

Enable Create ticket or Get ticket status on a workflow Tools tab. Select this Freshdesk connection. Both tools use the same selected ticket service. Leave the provider set to Botcadence Ticket Service to keep tickets inside Botcadence.

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Limits

  • Rotating the API key in Freshdesk without updating Integrations stops create and lookup.
  • Create ticket needs a customer email.
  • Operate → Tickets still shows only Botcadence-native tickets.

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Troubleshooting

Confirm the domain is the subdomain only, such as yourcompany. Generate a new API key in Freshdesk Profile Settings and paste it again.
Enable Create ticket and Get ticket status, and select this Freshdesk connection. Confirm the Integrations row is Connected.