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Freshdesk integration

Detect feedback in Freshdesk conversations

Jacques Reulet avatar
Written by Jacques Reulet
Updated over a week ago

Overview

Automatically track feedback on behalf of customers from within Freshdesk conversations using Canny Autopilot.

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.

Benefits

  • Collect feature requests, ideas, and suggestions without manual intervention

  • Add user votes for existing posts automatically

  • No agent training needed


How to install

Before you begin

  • Owner-level admin permissions are required to connect integrations.

  • Your Freshdesk account needs to be on a paid subscription.

  • To install you'll need your Freshdesk instance's domain name and an API key (a paid Freshdesk plan is required).

    • The API key is linked to a user, so ensure this user has the Freshdesk permissions to access the Tickets and Customers permissions.

    • The API key can be found in your profile settings:

To connect Freshdesk, head to your Freshdesk integration page in your Canny settings and enter the domain and API key.

Don't forget to visit the Autopilot tab in your Canny settings and ensure Freshdesk is enabled as an Autopilot source:


Things to note:

  • Every Freshdesk conversation reviewed by Canny Autopilot will use 1 credit, regardless of whether that conversation results in any Autopilot suggestions

  • Freshdesk does NOT count against the integration limits on Free and Starter

  • Canny Autopilot will extract feedback from Freshdesk in any language


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