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Connect Freshdesk to let Duckie respond to support tickets in your Freshdesk inbox.

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Capabilities

CapabilitySupported
Knowledge Source✓ Sync knowledge base articles
Deployment Trigger✓ Respond to tickets
Tool Actions✓ Reply, update tickets

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Setup

Freshdesk uses an API key + webhook setup.

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Step 1: Get Your API Key

  1. Log in to your Freshdesk account
  2. Click on your profile picture → Profile Settings
  3. On the right side, find and copy your API Key

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Step 2: Connect in Duckie

  1. Go to Settings → Connections in Duckie
  2. Find Freshdesk and click Connect
  3. Enter your details:
    • Freshdesk Domain: Your domain (e.g., yourcompany.freshdesk.com)
    • API Key: The key from your profile
  4. Click Connect

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Step 3: Configure Webhooks

After connecting, you’ll see a webhook URL and API key. Set up automation rules in Freshdesk:

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New Ticket Rule

  1. In Freshdesk, go to Admin → Workflows → Automations
  2. Go to Ticket Creation tab → New Rule
  3. Configure:
    • Name: “Send new tickets to Duckie”
    • Condition: Add at least one (e.g., Status is Open)
    • Action: Select Trigger Webhook
    • Request Type: POST
    • URL: Copy from Duckie
    • Check Requires authentication → I have API key
    • API Key: Copy from Duckie
    • Encoding: JSON
    • Content: Use the JSON payload below
  4. Save and activate

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Reply Rule

  1. Go to Ticket Updates tab → New Rule
  2. Configure:
    • Name: “Send replies to Duckie”
    • Event: Action performed by Requester → Reply is sent
    • Condition: Add one (e.g., Status is Open)
    • Action: Trigger Webhook (same config as above)
  3. Save and activate

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JSON Payload

Use this payload for all webhook rules: 
{
  "freshdesk_webhook": {
    "ticket_id": "{{ticket.id}}",
    "ticket_url": "{{ticket.url}}",
    "ticket_subject": "{{ticket.subject}}",
    "ticket_status": "{{ticket.status}}",
    "ticket_priority": "{{ticket.priority}}",
    "requester_name": "{{ticket.requester.name}}",
    "requester_email": "{{ticket.requester.email}}",
    "triggered_event": "{{triggered_event}}",
    "group_name": "{{ticket.group.name}}",
    "agent_name": "{{ticket.agent.name}}"
  }
}

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Using as a Knowledge Source

Sync your Freshdesk Knowledge Base:
  1. Go to Train → Knowledge
  2. Click Add Source
  3. Select Freshdesk
  4. Choose which folders/categories to sync
  5. Click Start Sync

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Using as a Deployment Trigger

  1. Go to Deploy
  2. Click Create Deployment
  3. Select your agent
  4. Choose Freshdesk as the trigger
  5. Configure which events trigger responses:
    • New ticket — When a ticket is created
    • Customer reply — When the customer responds
    • Note added — When an agent adds a note (optional)

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Available Tools

ToolDescription
freshdesk_replySend a reply to the ticket
freshdesk_add_noteAdd a private note
freshdesk_update_ticketUpdate status, priority, etc.
freshdesk_get_ticketGet ticket details
freshdesk_get_contactGet customer information

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Best Practices

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Start with Shadow Mode

Test your deployment in shadow mode first:
  1. Deploy in Shadow mode
  2. Review responses in the Runs page
  3. Switch to Live when confident

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Use Automation Conditions

Filter which tickets Duckie handles:
  • By group (e.g., only “Support” group)
  • By priority (e.g., skip urgent tickets)
  • By tags or custom fields

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Keep Knowledge Base Updated

Ensure your Freshdesk Knowledge Base is current — Duckie uses these articles to provide accurate answers.

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Troubleshooting

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”Webhook not receiving events”

  • Verify automation rules are active
  • Check the webhook URL is correct
  • Test the automation manually in Freshdesk
  • Ensure JSON payload format is exact

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”Authentication failed”

  • Verify your API key is correct
  • Check that your Freshdesk domain is correct
  • Ensure your account has API access

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”Tickets not updating”

  • Verify Duckie has permission to update tickets
  • Check that the API key belongs to an agent account