How to connect Freshdesk/Freshworks to Customer AI?

1. Create a Freshdesk API Key

To connect with Customer AI, you will first need to generate a Freshdesk API key. Here's how you can get your API key:

  • Log in to your Freshdesk account
  • Click on your profile picture on the top right and select 'Profile Settings'
  • In the sidebar on the right, you will find the API Key
  • Copy-paste this as required to authenticate third-party solutions

You can reset the API Key to deauthorize an app from connecting to your helpdesk. But doing so will disconnect all other apps that were using this key to connect to the helpdesk as well. You will need to provide the new key to the other apps to continue using them again.

2. Enter your Freshdesk credentials on Customer AI

Return to Customer AI, and navigate to Integrations.

Choose Freshdesk from the list of integrations and click Connect.

Enter your Freshdesk credentials:

  1. Name your Connector
  2. Paste in the Freshdesk API key you created in the first step of this guide.
  3. Enter your Freshdesk portal domain (e.g. "")
  4. Click Connect

Success! Freshdesk is now connected.

If your credentials were entered correctly, you will see your newly connected instance under the main connector name. This means that the connection has been made successfully and your data is syncing.

How to disconnect a currently connected instance:

1. Click Disconnect. 

To disconnect an instance, select the desired instance and click on the "disconnect" button located next to it.

2. Click Confirm. 

The instance is now in a disconnected state, which indicates that data will stop flowing between the two systems. Any data that has already been transmitted will not be deleted. 

Note: In order to reconnect the instance, you will need to provide your Freshdesk username and password again.

If the credentials are incorrect:

The authentication process will fail, preventing data from flowing through the connector. This means that the connector has been created, but it has not been authenticated. You can choose to provide the correct details or cancel that connection.