# Freshdesk

### What is Freshdesk integration in ZigiOps?

Freshdesk is a cloud-based customer support and IT service desk platform used to manage tickets, conversations, and customer requests.

ZigiOps enables secure, agentless integration between Freshdesk and ITSM, DevOps, and enterprise systems. Using ZigiOps, Freshdesk tickets can be synchronized with external platforms to support cross-team workflows, automated ticket creation, and end-to-end service management processes.

With ZigiOps, Freshdesk can:

* Synchronize tickets with DevOps and ITSM tools
* Participate in customer-support-to-engineering workflows
* Enable automated ticket creation and updates
* Integrate without custom scripts or plugins

### Which Freshdesk versions are supported?

{% hint style="warning" %}
Using a supported version is mandatory.
{% endhint %}

| Product   | Supported Deployment Types | Supported Versions |
| --------- | -------------------------- | ------------------ |
| Freshdesk | All                        | All                |

### Are there any environmental prerequisites for Freshdesk?

Before configuring Freshdesk, confirm the prerequisites of the **corresponding integration template**, as some templates may not require all environmental prerequisites.

> See the **Related Templates** section at the end of this page.

### How do I find my API Key in Freshdesk?

An **API Key** is required to authenticate Freshdesk with ZigiOps.

{% stepper %}
{% step %}
Log in to your Freshdesk instance.
{% endstep %}

{% step %}
Open **Profile Settings**.
{% endstep %}

{% step %}
Locate and copy your **API Key**.
{% endstep %}
{% endstepper %}

### How do I connect Freshdesk to ZigiOps?

#### Freshdesk - Connected System Configuration

Follow the steps below to add Freshdesk as a connected system in ZigiOps.

{% stepper %}
{% step %}
Log in to your **ZigiOps** instance.
{% endstep %}

{% step %}
Navigate to **Connected Systems > Add New System > Freshdesk**.
{% endstep %}

{% step %}
Configure the following parameters.

**Server URL**\
Enter the URL of your Freshdesk instance.\
Example: `https://example.freshdesk.com`

**API Key**\
Enter the API key retrieved from your Freshdesk profile.

**Proxy Settings (optional)**\
Enable this option if a proxy server is required for outbound communication.
{% endstep %}

{% step %}
Review the configuration.
{% endstep %}

{% step %}
Click **Save** to store the connected system.
{% endstep %}
{% endstepper %}

Once saved, Freshdesk becomes available for use in ZigiOps integration templates.

### What are the most common Freshdesk integration use cases?

#### Use case 1: Synchronizing Freshdesk tickets with Jira

Freshdesk tickets can be synchronized with Jira tasks, allowing customer-reported issues to flow directly into engineering backlogs with full context.

#### Use case 2: Customer-support-to-DevOps workflows

ZigiOps enables automated workflows where customer requests in Freshdesk trigger DevOps tasks or incidents, improving response times and collaboration.

#### Use case 3: Unified service visibility

By integrating Freshdesk with ITSM or DevOps tools, organizations gain centralized visibility across customer support and internal service processes.

### What integration templates are available for Freshdesk?

ZigiOps provides prebuilt integration templates for Freshdesk.

#### Related Templates

* Freshdesk tickets - Jira tasks

Each template includes:

* Predefined entity and field mappings
* Direction of synchronization
* Entity-specific logic and filters

Templates are documented individually in the **Integration Catalog**.

### Summary

The Freshdesk integration in ZigiOps enables:

* Secure, agentless connectivity to Freshdesk
* Support for all Freshdesk versions and deployment types
* Simple authentication using API keys
* Optional proxy support
* Ready-to-use templates for customer support and DevOps workflows


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