Freshdesk

Growth and up

Conversations you hand off are sent to Freshdesk under your own agreement with Freshdesk.

ConnectCopy Anchor Link

1. In Freshdesk, open your profile settings and copy your API key. Use an agent whose tickets your team can see.
2. In ShopAssist, open Handoff → Integrations → Freshdesk, enter your domain (for example acme.freshdesk.com) and the API key. ShopAssist checks the key immediately; a rejected key shows "credential rejected".
3. Optionally set a group id, then add Freshdesk to your targets and click Send test.

TicketsCopy Anchor Link

Tickets are created as open, low priority, with the summary and transcript as a private note. Unverified shoppers are filed under the placeholder contact "ShopAssist visitor". Freshdesk has no idempotency support, so a delivery that timed out may in rare cases create a duplicate ticket.

Status updatesCopy Anchor Link

See helpdesk status webhooks.