This integration is built during your install, not a self-serve connection today. The steps below describe what we set up for you — talk to us to get it wired up.
Freshdesk Integration
Ticket automation, canned responses, and smart tagging
The Freshdesk integration lets your AI agents create support tickets, add internal notes, update ticket status, and tag conversations — so your human team always has full context when they take over from the AI.
✨ What Your Agents Can Do
Setup Guide
Get your Freshdesk API key
Log in to Freshdesk and navigate to:
Copy the API key displayed. No special permissions needed — it uses your account's access level.
Connect in the Hub
Go to Integrations → Support and select Freshdesk. Enter your:
domain— just the subdomain part ofyourcompany.freshdesk.comAPI key— from your Profile Settings
Set HELPDESK_PROVIDER on your agent
FRESHDESK_DOMAIN=yourcompany
FRESHDESK_BASIC_AUTH_TOKEN=<base64 of apikey:X>
Generate the token: echo -n "yourapikey:X" | base64
(Optional) Automation rules in Freshdesk
Set up Freshdesk automation rules to route tickets tagged inteliworks
to your support group automatically for faster response times.
📊 AI Priority → Freshdesk Priority Mapping
| AI Priority | Freshdesk Priority | Value |
|---|---|---|
| low | Low | 1 |
| medium | Medium | 2 |
| high | High | 3 |
| critical | Urgent | 4 |
Troubleshooting
❌ 401 Unauthorized
Double-check that FRESHDESK_BASIC_AUTH_TOKEN is base64 of "apikey:X" (literal capital X, not your password).
❌ 404 on domain
Confirm FRESHDESK_DOMAIN is just the subdomain, not the full URL. E.g. "acme" not "acme.freshdesk.com".
❌ Ticket created but no email sent
The email field must be a valid contact email. Freshdesk will create the requester automatically if it doesn't exist.
Ready to connect Freshdesk?
Your agents start creating and tagging tickets automatically.
Connect Freshdesk →