Freshdesk has launched the integration with Freshservice and it’s not a simple three step process to install and test the integration. 


1. Getting Started

    API Key of Account Admin User is required (for FD and for FS) and Subdomain name

  • Account Admin

In order to check who is the Account Admin User, go to Admin -> Roles -> Account Admin

  • API Key

In order to get the API Key, go to user Profile Settings

  • Subdomain name

It should be in the format subdomain.freshdesk.com (just take a look at the URL of your Freshdesk/Freshservice website). In case it was customized, you can find it the following way:

Freshdesk – go to Admin -> Helpdesk -> Edit Portal

Freshservice – go to Admin -> Helpdesk Rebranding


2. How to Install the Application

    Once you have API and Subdomain for both FD and FS, you are ready to install and configure the app.

  1. Go to Freshdesk -> Admin -> Apps and click on the Get More Apps button

  2. Find the Freshservice App for Freshdesk

  3. Enter Freshdesk and Freshservice account details

  4. Click on the ‘Authenticate’ button

  5. Setup the desired rules, check the checkbox if desired and click on the Next button.

  1. Make you selection and click on the Install button. 


  1. Go to Freshservice -> Admin -> Apps and click on the Get More Apps button

  2. Find the Freshdesk App for Freshservice

  3. Enter Freshdesk and Freshservice account details

  4. Click on the ‘Authenticate’ button

  5. Make you selection and click on the Install button.

3. Test the Workflow

  1. Create a new ticket in Freshdesk taking into account the rules you setup in the app. Take a note, that when you assign the ticket, it should be assigned both to the right Group and to some agent as well.

  2. Go to Freshservice to see the automatically created ticket.

  3. Add a reply/note in FS or change the status of the ticket.

  4. The previous action will be displayed as a private note in FD and won’t be visible to the user who reported the issue. The assigned agent will receive all the notifications if there are updates in FS ticket. 

  5. When there are updates in FD, they will also be displayed as a private note in FS.