Freshdesk User Mapping

The User Mapping tab lets you connect Helpwave shop users to Freshdesk agents. Helpwave loads your shop team members, loads the Freshdesk agent list with the configured credentials, and stores the selected mappings per user.

Before you start

• Save valid Freshdesk credentials first
• Make sure the shop already has users in Manage Users
• Confirm the Freshdesk account exposes the agents you expect

Mapping flow

1. Open the User Mapping tab.
2. Click Refresh Users if the list is empty or outdated.
3. Select a Freshdesk agent for each Helpwave user.
4. Save mappings once the assignments are correct.

Why mapping matters

• It keeps agent assignments consistent between both systems
• It reduces ambiguity when tickets are synced back into Helpwave
• It gives operations teams a predictable routing model