Overview
Freshdesk is an Autopilot source that automatically extracts feature requests from closed or resolved tickets. Autopilot creates ideas on your Ideas dashboard and attaches the source ticket as an Insight.
The Freshdesk integration is available on all plans, including Free. It does not count toward integration limits.
This is a different integration than the one built by Freshdesk. Any issues related to that integration will need to be resolved by the Freshworks team.
Setting up the integration
Before you begin:
Owner-level admin permissions in Canny are required to connect integrations.
Your Freshdesk account needs to be on a paid subscription, and you must be an account admin in Freshdesk.
You'll need your Freshdesk domain and an API key. The key is linked to a user, so that user must have Freshdesk permissions for the Account, Tickets, and Customers areas. The API key is found in your Freshdesk profile settings.
Then go to your Freshdesk settings page in Canny, enter the domain and API key, and enable Freshdesk as an Autopilot source in the Autopilot tab.
How it works
Once connected, Autopilot processes closed or resolved Freshdesk tickets and surfaces identified requests in the Autopilot inbox. Approving a suggestion:
Creates a new idea on your Ideas dashboard.
Attaches the Freshdesk ticket as an Insight on that idea.
Does not publish anything to your portal or notify any end-user.
Tickets must be closed or resolved to be sent to Autopilot. Feedback is not captured from open tickets.
See Autopilot for full details on working through the inbox.
Things to note
Autopilot extracts feedback in any language.
The API key user must remain an account admin with access to the Account, Tickets, and Customers permissions.
Ideas created via Autopilot are internal by default and are not published to the portal unless you manually publish them.
Using a legacy version of Canny?
Canny Ideas is now the default experience. If your workspace is still on the legacy Canny experience (before Ideas), Autopilot turns Freshdesk tickets into posts instead of ideas: detected feature requests become new posts, and duplicates are added as votes on existing posts.