# Freshdesk

> Create Freshdesk tickets from handed-off conversations using an API key.

Source: https://shopassist.coec.dk/docs/handoff/freshdesk · Updated 2026-10-01

*(Growth and up)*

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

## Connect [#connect]

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**.

## Tickets [#tickets]

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 updates [#status]

See [helpdesk status webhooks](/docs/handoff/helpdesk-status-webhooks#freshdesk).