Freshdesk Setup & Credentials

The Freshdesk dialog in Helpwave stores two values: your Freshdesk API token and the Freshdesk base API URL. Helpwave uses those fields to query agents, load tickets, and update existing tickets.

Fields to fill in

• Freshdesk API Token
• Freshdesk Base API URL
• Example base URL: https://yourdomain.freshdesk.com/api/v2

Setup flow

1. Open the Freshdesk integration settings in the CRM.
2. Paste your API token into the token field.
3. Enter the base API URL exactly as used by your Freshdesk account.
4. Save the settings.
5. Refresh the user mapping tab to confirm the credentials work.

What Helpwave uses these credentials for

• Loading Freshdesk agents through the backend
• Reading ticket details from Freshdesk
• Updating ticket status when Helpwave closes or snoozes tickets