Freshdesk
Configuration guide for the Freshdesk connector in Recurly Engage—API setup and supported support ticket and contact management actions.
Overview
Required plan
This feature or setting is available to all customers on any Recurly Engage subscription plan.
Prerequisites & limitations
- Company or App Administrator permissions in Recurly Engage.
- A Freshdesk account with API access and valid API key.
- Freshdesk plan must support API-based ticket and contact management.
Definition
The Freshdesk connector lets you automate customer support workflows—creating tickets upon promo acceptance, updating ticket fields in bulk, and managing contacts—through prompt-driven 1-Click actions.
Key benefits
- Automated support: Instantly generate support tickets from user interactions without manual intervention.
- Bulk ticket updates: Adjust priority, status, group, or responder for all tickets tied to a user with one action.
- Contact lifecycle management: Soft-delete or restore contacts and purge related tickets on demand.
Key details
Required settings
Under Settings > Connectors > Freshdesk, provide:
- Domain: Your Freshdesk subdomain (e.g.,
yourcompany.freshdesk.com). - API Key: Your Freshdesk API token (see How to find your API key).
Supported actions
Use these actions in prompt configurations to handle tickets and contacts:
| Action | Description | User Dependencies | Additional Instructions |
|---|---|---|---|
| Create support ticket with notification of offer acceptance | Creates a ticket including user details and promo information | None | n/a |
| Update existing tickets priority | Bulk-update priority for all tickets created by the user | freshdesk_id or email_address | Configure new priority level on prompt screen |
| Update existing tickets status | Bulk-update status for all user tickets | freshdesk_id or email_address | Configure new status on prompt screen |
| Update existing tickets responder | Bulk-update ticket responder for all user tickets | freshdesk_id or email_address | Select responder on prompt screen |
| Update existing tickets group | Bulk-update group assignment for all user tickets | freshdesk_id or email_address | Select group on prompt screen |
| Update existing tickets source | Bulk-update ticket source for all user tickets | freshdesk_id or email_address | Select source on prompt screen |
| Soft delete a contact | Mark the contact as deleted in Freshdesk | freshdesk_id or email_address | n/a |
| Restore a contact | Restore a previously soft-deleted contact | freshdesk_id or email_address | n/a |
| Delete all tickets | Permanently delete all tickets associated with the contact | freshdesk_id or email_address | n/a |
| Spam all existing tickets | Mark all tickets created by the user as spam | freshdesk_id or email_address | n/a |
Additional resources
- Retrieve your Freshdesk API Key: How to find your API key
Updated 9 days ago