Freshdesk Integration Instructions

This step-by-step article will guide you through the process integrating Freshdesk with ChannelReply. Once your account is connected, you'll be able to link Amazon, eBay, Back Market, Newegg, Shopify and Walmart support to Freshdesk.

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

1. Sign In

Click here to sign in to your ChannelReply account in a new tab. If you don’t have an account yet, start your free trial here.

2. Select Freshdesk

Choose Freshdesk as your helpdesk. You can do this right after you create an account, on the page that follows the welcome screen…

…or from your ChannelReply dashboard.

3. Enter Your Freshdesk Info

To connect your Freshdesk account to ChannelReply, we’ll need your Freshdesk domain and your API key. You can either follow along with the video below and then skip to step 4, or scroll past the video and keep reading these instructions.

Freshdesk Domain

Log in to your Freshdesk account. Look at the URL. If it contains freshdesk.com like the link in the screenshot below, copy it.

Next, paste it into the “Freshdesk Domain” field in ChannelReply. Everything except your unique Freshdesk domain will be removed. For example, when we enter https://channelreply.freshdesk.com/a/admin, it becomes “channelreply” instead.

If you entered your domain, you can skip ahead to entering your API key now.

If you did not see freshdesk.com in your URL, though, it means you have a custom domain. To find your original Freshdesk domain, go to Admin > Helpdesk Settings inside Freshdesk.

Click "Edit Portal."

In the Portal URL section, you'll see instructions for pointing a custom domain to your freshdesk.com domain. Copy the freshdesk.com domain. In the example below, we'd copy channelreply.freshdesk.com

Return to ChannelReply and enter the domain in the Freshdesk Domain field. Everything except your unique domain will be automatically removed.

API Key

Next up is entering your Freshdesk API key. You can find this by clicking on your profile picture in the upper right and selecting “Profile settings” from the dropdown menu.

You will find your API key on the right. Copy it, then return to ChannelReply.

Paste the key into the “Freshdesk API key” field. Then click “TEST CONNECTION.”

“TEST CONNECTION” should change to “CONNECTED” and display a green checkmark. Click “NEXT” to continue.

4. Install the ChannelReply App on Freshdesk

When you reach the next screen, either follow along with the video below and then skip ahead, or scroll past the video and keep reading.

Click “INSTALL CHANNELREPLY IN YOUR FRESHDESK ACCOUNT.” (Alternative: If you already left the screen shown below, switch to your Freshdesk screen. Go to Admin > Apps and search for ChannelReply, then click on our app listing.)

You will arrive on the ChannelReply app page. Click “Install.”

On the next page, paste in the same API key you entered during Step 3. Then click the new “Install” button.

You will then see ChannelReply in your list of installed apps. Freshdesk integration is now complete!

Return to ChannelReply and click “Next.”

This will take you to the final step: connecting your marketplace accounts.

Choose the first marketplace you’d like to connect. Or, if you’re out of time, you can leave now and come back later. You can always add new marketplace accounts from your account dashboard.

Using the ChannelReply App in Freshdesk

Once you connect a marketplace account, any new buyer messages it receives will arrive in Freshdesk. Use the ChannelReply app in the right-hand sidebar to view customer and order info. 

The app also allows you to take actions. For example, you can request Amazon reviews, approve eBay or Back Market refunds, or cancel Newegg, Shopify or Walmart orders.

Optional Features

These advanced tools can be set up anytime. They are not required for messaging, but they will save you a lot of time on support!

Custom Fields (Placeholders)

ChannelReply's custom fields allow you to do all kinds of awesome stuff in Freshdesk. For example, you can auto-enter Amazon, eBay, Back Market, Newegg, Shopify and Walmart data in your canned responses. You can also set up automations (triggers) based on order details. See "How to Use ChannelReply Data in Freshdesk Canned Responses & More" for instructions on this optional feature.

Autoresponders

It’s also important to note that normal Freshdesk automations will not work as autoresponders for most marketplaces. If you’d like to send auto-replies to marketplace customers, make sure you have connected at least one marketplace account. Then see our Freshdesk autoresponder instructions.

Text Remover

Links, contact info, and marketing materials often breach marketplace communication policies. If you have any of this content in your signatures or canned replies, we recommend either deleting them in Freshdesk or using our text remover.

This tool deletes your specified text from all replies sent from Freshdesk to any integrated marketplace. You can use it for multiple specific strings of text, but be careful, as the text must be exact! 

Need Help?

If you ever get stuck with your ChannelReply-Freshdesk integration, please contact us and we’ll happily assist you.