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:

ActionDescriptionUser DependenciesAdditional Instructions
Create support ticket with notification of offer acceptanceCreates a ticket including user details and promo informationNonen/a
Update existing tickets priorityBulk-update priority for all tickets created by the userfreshdesk_id or email_addressConfigure new priority level on prompt screen
Update existing tickets statusBulk-update status for all user ticketsfreshdesk_id or email_addressConfigure new status on prompt screen
Update existing tickets responderBulk-update ticket responder for all user ticketsfreshdesk_id or email_addressSelect responder on prompt screen
Update existing tickets groupBulk-update group assignment for all user ticketsfreshdesk_id or email_addressSelect group on prompt screen
Update existing tickets sourceBulk-update ticket source for all user ticketsfreshdesk_id or email_addressSelect source on prompt screen
Soft delete a contactMark the contact as deleted in Freshdeskfreshdesk_id or email_addressn/a
Restore a contactRestore a previously soft-deleted contactfreshdesk_id or email_addressn/a
Delete all ticketsPermanently delete all tickets associated with the contactfreshdesk_id or email_addressn/a
Spam all existing ticketsMark all tickets created by the user as spamfreshdesk_id or email_addressn/a

Additional resources