Connector · Support
Freshdesk, in every client’s workflows.
Open a ticket, update a ticket, or start when a ticket is opened, with the client’s own Freshdesk account.
- Triggers
- 2start a workflow
- Actions
- 2steps in a workflow
Start a workflow when something happens in FreshdeskBeta
By webhook where Freshdesk sends one, by checking where it does not. A webhook is checked once a day to see it is still on, and if Freshdesk turns it off the alert carries a Reconnect button.
- A ticket is openedPolledA new ticket, checked every 5 minutes.
- A ticket is resolved (or closed)PolledA ticket reaches Resolved or Closed, checked every 5 minutes; once per ticket and status.
Do it in Freshdesk
A step with its own fields: values from the run go in by name, and what Freshdesk answers is there for the next step.
- Open a ticketA new open ticket at low priority.
- Update a ticketMove a ticket to a status (Pending once booked, Resolved once paid), and optionally its priority or agent, found by id. Other fields keep their value.
Connect the client’s Freshdesk
On the client’s page in Thrum: Add credential, type Freshdesk API key.
In the client’s Freshdesk: profile picture → Profile settings → View API key.
The key is stored encrypted and bound to that client: another client’s workflow cannot use it, and no template or pack copies it.
Watched like everything else
When Freshdesk stops answering or refuses the client’s key, you hear about it, and your client does not.
- A failing request
- Tried 3 times, 5 seconds apart and doubling, only for errors a retry can fix
- A service that asks for a pause
- Given it, up to an hour
- Requests at once, per account
- 2, per worker; the rest wait their turn
- Timeout
- 15 seconds, unless the step sets its own
- Private and internal addresses
- Refused, on every redirect too
- The client’s key
- Encrypted, bound to the client, and kept out of every run record
- A step that keeps failing
- Marks the workflow Degraded and alerts you, not the client
Freshdesk and its logo are trademarks of their owner, used here only to say what Thrum works with; no endorsement is implied.
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