The Autohive Freshdesk integration connects your Freshdesk help desk with Autohive’s automation platform, enabling:

  • Ticket management - Create, read, update, and delete support tickets with full details and metadata
  • Contact operations - Manage customer contacts with comprehensive CRUD operations and search capabilities
  • Company management - Organize customers by companies with domain associations and custom fields
  • Conversation tracking - Access ticket conversations including notes and replies for complete communication history
  • Search functionality - Find contacts and companies quickly using autocomplete search with word prefix matching
  • Pagination support - Handle large datasets efficiently with configurable page sizes up to 100 items
  • Multi-domain support - Associate multiple email domains with companies for automatic customer routing

Install the integration

  1. Get your Freshdesk API key:

    • Log in to your Freshdesk account
    • Click on your profile picture in the top right corner
    • Select “Profile Settings”
    • Click “View API key” on the right side
    • Complete the CAPTCHA verification to reveal your key
    • Copy the API key immediately

  2. Log in to Autohive and navigate to Your user profile > Connections or Your workspace -> Manage workspace

  3. Locate the Freshdesk Integration card and click Connect

    List of integrations in Autohive

  4. Enter your credentials:

    • API Key: Paste your Freshdesk API key
    • Freshdesk Domain: Enter your subdomain (e.g., ‘yourcompany’ from yourcompany.freshdesk.com)

  5. Confirm installation - your Freshdesk account will be connected to Autohive

Use the integration

You can now use the integration with your agents, workflows and scheduled tasks!

  1. Follow our Create your first agent guide on how to create an agent.
  2. In the ‘Agent settings’, scroll down to the ‘Add capabilities’ section and turn on the Freshdesk capability. You can choose what individual Freshdesk capabilities to turn on and off.
  3. Once the settings have been selected, begin prompting the agent of the workflow you’d like to achieve with Autohive and Freshdesk!

Available capabilities

Ticket Management

  • Create Ticket: Generate new support tickets with subject, description, priority, status, and requester information
  • List Tickets: Browse all tickets with pagination support for efficient data retrieval and management
  • Get Ticket: Retrieve comprehensive ticket details including status, priority, description, and metadata
  • Update Ticket: Modify ticket properties including subject, description, priority, status, and tags
  • Delete Ticket: Remove tickets with 30-day restoration window for accidental deletion recovery

Contact Operations

  • Create Contact: Add new customer contacts with name, email, phone, company association, and custom fields
  • List Contacts: Browse all contacts with pagination support for large customer databases
  • Get Contact: Retrieve detailed contact information including all profile fields and associations
  • Update Contact: Modify contact details including name, email, phone, job title, and description
  • Delete Contact: Soft delete contacts with restoration capabilities for data recovery
  • Search Contacts: Find contacts quickly using autocomplete search with word prefix matching

Company Management

  • Create Company: Add new companies with name, description, email domains, and custom fields
  • List Companies: Browse all companies with pagination for efficient organization management
  • Get Company: Retrieve complete company details including domains, notes, and metadata
  • Update Company: Modify company information including name, description, domains, and custom fields
  • Delete Company: Permanently remove companies from your Freshdesk account
  • Search Companies: Find companies using autocomplete search with case-insensitive word prefix matching

Conversation Tracking

  • List Conversations: Access all conversations (notes and replies) for specific tickets
  • Create Note: Add private internal notes visible only to support agents for collaboration
  • Create Reply: Send public replies to customers that are visible in ticket communication thread

Key features

Comprehensive Customer Support Automation

  • Full CRUD operations across tickets, contacts, and companies for complete help desk management
  • Automatic ticket creation from external sources and triggers
  • Status and priority management with automated workflow progression
  • Tag-based organization for efficient ticket categorization and routing

Advanced Search Capabilities

  • Word prefix autocomplete search for contacts and companies with case-insensitive matching
  • Quick lookup for customer information during support interactions
  • Efficient data discovery without complex query syntax
  • Real-time search results for immediate information access

Multi-Domain Company Support

  • Associate multiple email domains with companies for automatic customer routing
  • Organize customers by business entities for account-based support
  • Track company-wide support metrics and ticket volumes
  • Maintain organizational hierarchies and customer relationships

Flexible Ticket Operations

  • Multiple ticket sources including email, portal, phone, chat, and feedback channels
  • Priority levels from low to urgent for appropriate escalation management
  • Status progression from open through pending to resolved and closed
  • Custom field support for specialized business requirements

Common use cases

Automated Ticket Creation

  • Create support tickets automatically from email notifications and alerts
  • Generate tickets from form submissions and customer feedback channels
  • Trigger ticket creation based on monitoring alerts and system events
  • Create follow-up tickets from completed tasks and project milestones

Customer Onboarding Automation

  • Create contact records for new customers from CRM and sales systems
  • Generate welcome tickets and onboarding task sequences
  • Associate new contacts with existing company records automatically
  • Track onboarding progress through ticket status and completion

Support Workflow Automation

  • Automatically update ticket status based on external system events
  • Add private notes to tickets for agent collaboration and context
  • Send automated customer replies based on ticket events and triggers
  • Escalate tickets by updating priority based on SLA and response rules

Organization and Contact Management

  • Automatically create and update company records from business intelligence systems
  • Sync contact information between Freshdesk and CRM platforms
  • Search and retrieve customer information for support agent assistance
  • Maintain accurate customer databases with automated updates

Communication Tracking and Reporting

  • Access ticket conversations for analysis and quality assurance
  • Track response times and customer communication patterns
  • Generate support metrics and performance reports from ticket data
  • Monitor agent activity and customer satisfaction trends

Ticket configuration

Priority Levels

  • 1 - Low: Non-urgent issues and general inquiries with flexible resolution timeframes
  • 2 - Medium: Standard support requests requiring normal attention and response
  • 3 - High: Important issues requiring prompt attention and faster resolution
  • 4 - Urgent: Critical issues requiring immediate attention and rapid escalation

Status Values

  • 2 - Open: New tickets awaiting agent assignment and initial response
  • 3 - Pending: Tickets awaiting customer response or external dependencies
  • 4 - Resolved: Issues fixed and awaiting customer confirmation or closure
  • 5 - Closed: Completed tickets with confirmed resolution and customer satisfaction

Source Types

  • 1 - Email: Tickets created from email communication and forwarded messages
  • 2 - Portal: Tickets submitted through customer self-service portal
  • 3 - Phone: Tickets created from phone calls and voice support interactions
  • 7 - Chat: Tickets generated from live chat conversations
  • 9 - Feedback: Tickets from customer feedback forms and surveys
  • 10 - Outbound Email: Tickets created from agent-initiated outbound communication

Search functionality

Autocomplete Search Behavior

  • Case Insensitive: Search terms match regardless of letter case
  • Word Prefix Matching: Search must match the beginning of complete words, not substrings
  • No Substring Matching: Partial word matches within words are not supported

Search Examples

Contact Search:

  • Searching for “John Jonz” contact:
    • ✅ Matches: “john”, “Joh”, “J”, “Jonz”, “jon”, “Jo”
    • ❌ No match: “ohn”, “nz”, “onz”

Company Search:

  • Searching for “Acme Corporation” company:
    • ✅ Matches: “acme”, “Ac”, “A”, “Corporation”, “Corp”, “Co”
    • ❌ No match: “cme”, “orporation”, “tion”

Search Best Practices

  • Use complete word prefixes for reliable results
  • Start with first few characters of first or last name
  • Use company name beginning rather than ending
  • Search is optimized for quick autocomplete suggestions

API integration details

Authentication

  • API key-based authentication using HTTP Basic Auth format
  • API key used as username with “X” as password for Freshdesk compliance
  • Secure credential storage and encrypted transmission
  • Long-lived API keys without automatic expiration

Data Operations

  • Pagination support with configurable page sizes (max 100 items per page)
  • JSON request and response format for consistent data structure
  • Comprehensive error handling with detailed error messages
  • Support for custom fields across companies, contacts, and tickets

Plan Requirements

  • API access requires Freshdesk Blossom plan or higher subscription
  • Free Sprout plan does not include API access capabilities
  • API rate limits vary by plan tier and usage patterns
  • Standard plans support 1000 requests per hour

Disconnect the integration

Important: Disconnecting stops API access but preserves existing data in both systems.

  1. Navigate to Your user profile -> Connections or Your workspace -> Manage workspace
  2. Find the Freshdesk Integration
  3. Click Disconnect and confirm

Data Impact: Existing data remains unchanged in both systems, but sync stops and Autohive loses Freshdesk API access.

Remove access

From Freshdesk: You can regenerate your API key in your Freshdesk Profile Settings to revoke access for all connected applications