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Freshdesk

See the support story behind every request. Automatically match feedback authors to Freshdesk contacts and surface their support history, open tickets, and satisfaction scores alongside their feedback.

Overview

The Freshdesk integration enables:

  • Ticket enrichment -- automatically match feedback authors to Freshdesk contacts and display their support history
  • Contact lookup -- look up contacts by email to see open tickets, satisfaction scores, and account details

Prerequisites

  • Admin access to your Quackback workspace
  • A Freshdesk account with API access
  • Your Freshdesk subdomain and an API key

Setup

1. Get Your Freshdesk API Key

  1. Log in to your Freshdesk account
  2. Click your profile icon in the top-right
  3. Go to Profile Settings
  4. Copy the API Key from the right sidebar

2. Connect to Freshdesk

  1. Go to Admin → Settings → Integrations → Freshdesk
  2. Click Connect to Freshdesk
  3. Enter your Freshdesk subdomain (e.g., yourcompany from yourcompany.freshdesk.com)
  4. Enter your API key
  5. Click Connect

Freshdesk uses API key authentication rather than OAuth. Your API key is encrypted at rest and only used to query the Freshdesk API.

3. Save and Test

  1. Click Save
  2. Submit test feedback with an email address that matches a Freshdesk contact
  3. The feedback post will be enriched with the contact's data

How Enrichment Works

When new feedback is submitted, Quackback:

  1. Looks up the author's email in Freshdesk via the Contacts API
  2. If a match is found, links the feedback post to the Freshdesk contact
  3. Displays the contact's support context alongside the feedback

This gives your team immediate visibility into whether a feedback author has open support tickets, their satisfaction history, and account details.

Manage the Integration

Pause

Temporarily stop enrichment:

  1. Go to Admin → Settings → Integrations → Freshdesk
  2. Toggle Enabled off
  3. Enrichment pauses, but the connection remains

Reconnect

If you see connection errors:

  1. Verify your API key is still valid in Freshdesk
  2. Update the credentials in Quackback if needed

Disconnect

To fully remove the integration:

  1. Go to Admin → Settings → Integrations → Freshdesk
  2. Click Disconnect
  3. Confirm the action

Troubleshooting

Contacts Not Being Matched

  1. Check email addresses -- the feedback author's email must exactly match a Freshdesk contact
  2. Verify API key -- ensure the key has permission to read contacts
  3. Check integration status -- look for errors in settings

"Authentication Failed" Error

Your API key may have been revoked or expired:

  1. Generate a new API key in Freshdesk
  2. Update the key in Quackback's integration settings

Next Steps