Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.

Introduction

Connect Freshdesk to Sana to manage your support tickets, contacts, agents, and knowledge base. Create, update, and track tickets, assign to agents, manage solution articles, and streamline your customer support workflow.

In summary, the connector has the following key characteristics:

Category: Support
Connector type: Real-time
Auth type: API keys
Hosting type: Managed

Capabilities

This connector is able to do the following:

Capability

Create tickets

Create messages

Create solution articles

Create contacts

Create companies

Create agents

Update tickets

Manage ticket summaries

Update solution articles

Update agents

List articles

List messages

List solution articles

List contacts

List tickets

List folders

Search tickets

Tools

While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Freshdesk. In practice, the agent may call one or more tools to achieve a single capability.

Tool

Add note to ticket

Add ticket tags

Assign ticket to agent

Assign ticket to group

Close ticket

Create agent

Create company

Create contact

Create message for thread

Create reply

Create solution article

Create thread

Create ticket

Create ticket field

Delete solution article

Delete ticket summary

Download attachment

Forward ticket

Get agent

Get canned response

Get contact

Get folder canned responses

Get solution article

Get ticket

List agents

List all folders

List all tickets

List category folders

List agent id options

List canned response folder id options

List company id options

List folder articles

List folder canned responses

List from email options

List group id options

List role ids options

List skill ids options

List solution categories

List ticket conversations

List ticket field id options

List ticket fields

List ticket id options

Remove ticket tags

Reply to forward

Search solution article

Search tickets

Set ticket priority

Set ticket status

Set ticket tags

Update agent

Update contact

Update solution article

Update ticket

Update ticket field

Update ticket summary

View ticket summary

Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.

Triggers

While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Freshdesk.

Trigger

Contact Updated

New Contact Created

New Ticket Created

Ticket Updated

Scope and permissions

This connector uses API keys. When you connect your account, we securely store your keys to connect to this connector's APIs. The scopes for this connector depends on the scopes you assign your API key in Freshdesk when generating the key.

Set up instructions

Prerequisites:

You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.

Step 1: Go to the connectors page in Sana

In Sana, click on your profile icon and name in the bottom left corner and select Connectors.

Step 2: Find Freshdesk in the list of available connectors

Scroll to the Available connectors section and locate Freshdesk.

Note: If you can't find a connector in this list, it means one of the following:

You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.

Step 3: Hover the connector card and click the connect button

Hover the Freshdesk card and click the Connect button.

Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.

Step 4: Initialize the Pipedream connection

When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.

Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.

Step 5: Provide your Freshdesk credentials

You'll be asked to paste the credentials for Freshdesk so Sana can store them securely and use them to call the connector's APIs on your behalf.

Step 6: Complete the set up

You've successfully connected your Freshdesk account. Click Continue to complete the setup and start using the connector.