Freshdesk Integration Instructions

This article will guide you through the Freshdesk integration process step by step. Watch the video below or read the instructions that follow, and you’ll connect your Freshdesk account with ChannelReply in no time.

The Freshdesk integration process is currently undergoing revisions, and some sections of this tutorial are outdated. A new version of this article and video will be released as soon as updates are complete. Contact us if you need any assistance.

Note: Click on any image to see the full-sized screenshot.

1. Sign In

Please log in to your Freshdesk and ChannelReply accounts to get started.

Click “Sign In” to sign in to your ChannelReply account. If you don’t yet have an account, click “Start Free 14-Day Trial” to try out the software—no payment info required!

Sign In to ChannelReply or Start Free Trial

If you need help logging in to your Freshdesk account, click here.

2. Go to “CRM Settings” and Select Freshdesk

You will have a chance to enter your basic user information, but you can skip this for now if you want. Click “CRM settings” and choose Freshdesk as your service desk.

Choose Freshdesk in ChannelReply

3. Enter Your Freshdesk Info

To connect your Freshdesk account to ChannelReply, we’ll need some details from your account, starting with your Freshdesk domain or custom support domain.

Freshdesk Domain Field

Your Freshdesk domain can be found between https:// and in your Freshdesk support URL.

Where to Find Your Freshdesk Domain

If you have your support portal set up under your own domain name, check off the “Use custom domain” box and enter your domain instead. Be sure to include any subdomains and the TLD, such as .com.

Entering a Freshdesk Custom Domain in ChannelReply

Next up is entering your Freshdesk API key. From your Freshdesk admin page, you can find this by clicking on your profile picture in the upper right and selecting “Profile settings” from the drop-down menu.

Freshdesk Profile Settings

You will find your API key in the lower right. Copy it before returning to ChannelReply.

Freshdesk API Key

Paste the key into the “Freshdesk API key” field. Then click “Test Connection.”

Test Freshdesk Connection to ChannelReply

A success notification should pop up. Click “OK” to close it.

Click OK

Click “Save.”

Save Button

If you see another straightforward success notification, just click “OK” to close this one too.

If you have required custom fields set up in Freshdesk, then you will need to enter the default values for your required fields. Click “Save” once all fields are filled in.

Freshdesk Required Custom Fields in ChannelReply

4. Install the ChannelReply Application on Freshdesk

Return to Freshdesk and copy your API key again if necessary.

Freshdesk API Key

Now go to the Admin tab.

Admin Tab in Freshdesk

Scroll down to “Helpdesk Productivity” and select “Apps.”

Manage Apps in Freshdesk

Once you arrive at the destination page, click “Get More Apps.”

Get More Apps in Freshdesk

Choose ChannelReply from the list of apps or use the search feature to jump straight to it.

ChannelReply on the Freshdesk App Marketplace

Click “Install” on the ChannelReply app page.

ChannelReply Page on Freshdesk

On the next page, paste in your API key and then click the new “Install” button.

Installing ChannelReply on Freshdesk

Freshdesk integration is now complete! You should now see ChannelReply on your list of installed apps, plus a success notification.

ChannelReply Installed on Freshdesk

5. Enter Custom Fields (Optional)

ChannelReply's custom fields allow you to do all kinds of awesome stuff in Freshdesk. For example, you can auto-enter eBay and Amazon data in your canned responses, and set up Dispatch'r rules (triggers) based on order details. Setting them up is entirely optional, and you can skip it now and do it later if you want.

Ready to tackle it now? Visit "How to Use ChannelReply Data in Freshdesk Canned Responses & More" for instructions.

What Next?

Congratulations on integrating Freshdesk with ChannelReply! See our instructions on Amazon integration and/or eBay integration to finish ChannelReply setup and start managing your marketplace messages on a single screen. If you ever need help, please contact us and we’ll happily assist you.

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