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PlatformsFreshdesk

Freshdesk Connector

Integrate Freshdesk helpdesk with Field Nation for automated field service dispatch from support tickets.

Overview

The Freshdesk connector enables seamless integration between Freshdesk and Field Nation:

  • Ticket-based dispatch: Create work orders from Freshdesk tickets
  • REST API integration: Simple authentication via API key
  • Webhook triggers: Real-time notifications
  • Bidirectional sync: Status and notes flow both directions
  • Custom fields support: Map Freshdesk custom fields

At a Glance

Authentication

API Key (Basic Auth)

Supported Objects

Tickets

Trigger Mechanism

Webhooks (automation rules)

Data Flow

Bidirectional (create, update, notes)

How It Works

Configure Automation

Set up automation rule in Freshdesk that triggers on ticket status/tag changes

Webhook Fires

Freshdesk sends ticket ID to Field Nation when conditions met

Fetch Ticket Data

Integration Broker retrieves complete ticket from Freshdesk REST API

Apply Mappings

Transform Freshdesk ticket into Field Nation work order

Create Work Order

Work order created with correlation ID for bidirectional sync

Common Use Cases

Dispatch from Support Ticket

Ticket Status = "Field Service Required"
  → Webhook triggers
  → Work order created

Tag-Based Dispatch

Tag = "on-site"
  → Automation rule fires
  → Field technician dispatched

Status Sync Back

FN Work Order = "Completed"
  → Freshdesk Ticket Status = "Resolved"
  → Private note added

Features

Field Mapping Capabilities

  • Standard Fields: Subject, Description, Status, Priority, Due By
  • Custom Fields: All custom ticket fields
  • Requester Info: Name, email, phone, company
  • Attachments: Optional file sync
  • Tags: Map Freshdesk tags

Supported Operations

Prop

Type

Description

Work Order Creation?Inbound

Create FN work order from Freshdesk ticket

Status Sync?Outbound

Update Freshdesk ticket status

Notes Sync?Bidirectional

Sync via private/public notes

Prerequisites

Freshdesk Requirements

Authentication

Freshdesk uses Basic Authentication with API key:

Format: username:password
Username: API Key
Password: X (literal "X")

Example:

Authorization: Basic base64(your_api_key:X)

Simple Setup: Freshdesk uses API key as username, literal "X" as password for Basic Auth.

Best Practices

  • ✅ Use automation rules for triggering (not manual webhooks)
  • ✅ Test in sandbox Freshdesk account first
  • ✅ Map priority/status correctly
  • ✅ Use tags for workflow control
  • ✅ Monitor webhook delivery

Last updated on

Workflow Setup

Configure ConnectWise callbacks to automatically send service ticket data to Field Nation.

Configuration

Configure the Freshdesk connector in Field Nation with API key and field mappings.

On this page

Overview
At a Glance
How It Works
Configure Automation
Webhook Fires
Fetch Ticket Data
Apply Mappings
Create Work Order
Common Use Cases
Dispatch from Support Ticket
Tag-Based Dispatch
Status Sync Back
Features
Field Mapping Capabilities
Supported Operations
Prerequisites
Freshdesk Requirements
Authentication
Best Practices