The Freshdesk integration lets you create and update support tickets and manage contacts directly from Recurly Engage prompts.

Available on all Recurly Engage subscription plans

1Definition 2Key benefits 3Key details

Prerequisites

You must have Company or App Administrator permissions in Recurly Engage.
You must have a Freshdesk account with API access and a valid API key.

Limitations

Your Freshdesk plan must support API-based ticket and contact management.

Definition

The Freshdesk connector lets you automate customer support workflows (creating tickets when a user accepts a promo, 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 (for example, 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