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Connect Freshdesk to Rulebase to evaluate tickets your team handles in Freshdesk.

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Prerequisites

  • You must have a Freshdesk API key. Rulebase sees exactly what the agent who owns that key can see, so use a key from an account with access to every ticket you want reviewed.
  • You must know your Freshdesk subdomain, for example my-company for my-company.freshdesk.com.
  • You must have the Administrator role in Rulebase.

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Installation

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Step 1: connect Freshdesk

  1. Log in to your Rulebase dashboard
  2. Go to Settings > Integrations
  3. Find Freshdesk in the list and click Add
  4. Enter your Freshdesk subdomain
  5. Enter your Freshdesk API key
  6. Click Add

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What gets synced

Rulebase checks Freshdesk every fifteen minutes for tickets that changed, and imports each one as a conversation:
  • The description and every reply become the messages in the conversation. Private notes come across as internal notes, so reviewers can see them without treating them as customer-facing.
  • Attachments on the ticket and on individual replies are downloaded and kept with the message they belong to.
  • The requester becomes a Rulebase customer, and the ticket’s company becomes a Rulebase company.
  • Agents become Rulebase employees, matched by their Freshdesk email; that match attributes QA scores.
  • Priority, type, status, and resolution time carry over, so tickets can be filtered and used in scorecard rules. Resolved and closed tickets both count as resolved in Rulebase.
  • Custom ticket fields become Rulebase conversation fields with the same names.
Rulebase also imports your Freshdesk SLA policies and business hours, and uses them to flag response and resolution breaches on synced tickets.

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Ticket types Rulebase imports

Only tickets whose Freshdesk source is Email, Outbound Email, Phone, or Chat are imported. Tickets created through any other Freshdesk source, such as the customer portal or the feedback widget, are not imported. If a ticket you expected is missing, check its source first, then confirm the API key’s agent can open that ticket in Freshdesk.