Freshdesk Ticket Workflows

Helpwave can read Freshdesk ticket data and update tickets when actions happen in Helpwave. The Freshdesk integration code uses the stored credentials to fetch ticket details and to update ticket status through the Freshdesk API.

Current workflow coverage

• Load existing Freshdesk tickets into Helpwave
• Open a ticket record when a Freshdesk ticket ID is known
• Close or snooze synced Freshdesk tickets from Helpwave
• Send replies back to Freshdesk conversations

Operational notes

• Closing a ticket preserves responder, group, and priority when available
• Ticket actions fail if the token or base URL is missing
• Agent mappings should be reviewed before teams rely on automation

Recommended rollout

1. Validate credentials.
2. Map users.
3. Test one ticket close and one reply from Helpwave.
4. Only then move the team onto the synced workflow.