Freshdesk
Connect Freshdesk for auto-triage of incoming tickets using an API key
The Freshdesk integration uses an API key for authentication (Freshdesk doesn't currently support OAuth for app integrations) and posts triage / analysis results back as private or public notes.
Prerequisites
| Need | Notes |
|---|---|
| Freshdesk domain | e.g. acme.freshdesk.com |
| Admin role | Required to generate API keys and configure webhooks |
| At least one project in SigSentry | With log sources connected |
Setup walkthrough
Get your Freshdesk API key
In Freshdesk, click your profile icon (top right) → Profile settings. The API key is on the right side of the page. Copy it.
Add the binding in SigSentry
In the dashboard, Project → Support Desk → Connect platform → Freshdesk.
| Field | Value |
|---|---|
| Domain | Just the subdomain part (e.g. acme for acme.freshdesk.com) |
| API key | The key you copied |
Click Connect.
Webhook registers automatically
SigSentry registers a webhook on your Freshdesk account for the
ticket_created event. You can view it in Freshdesk under Admin →
Webhooks.
Configure the binding
Click Configure on the new Freshdesk binding. Same options as Zendesk:
| Field | Value |
|---|---|
| Result posting mode | internal, public, or both |
| Auto-analyze threshold | disabled, critical, high, medium, low |
| Default time buffer | Hours of log history (default: 2) |
| Custom field mapping | Map Freshdesk custom field IDs |
| Public reply template | Customer-facing message (optional) |
Test with a real ticket
Create a test ticket in Freshdesk. Within seconds, the triage note should appear. If auto-analyze fires, a second note follows with the full analysis.
Custom field mapping
Map SigSentry fields to Freshdesk custom field names (Freshdesk uses names rather than numeric IDs):
| SigSentry field | Maps to Freshdesk custom field |
|---|---|
severity | e.g. cf_severity |
affected_service | e.g. cf_service |
analysis_url | e.g. cf_analysis_url |
Find the field names under Admin → Ticket fields — Freshdesk
appends cf_ to custom field names automatically.
API key vs OAuth
Freshdesk doesn't currently expose OAuth for marketplace apps in a form that works for SigSentry's flow, so we use API keys. Tradeoffs:
| API key | OAuth (not supported) | |
|---|---|---|
| Auth scope | Whatever the user has | Per-app scoped |
| Revocation | Regenerate the key | Revoke the app |
| User attribution | Tied to the key's owner | Tied to the user |
For best practice, use a dedicated support-bot Freshdesk user with the right permissions, and use that user's API key — not your admin's personal key.
Disconnecting
Click Disconnect on the binding. This removes the webhook from Freshdesk and marks the binding inactive. The API key remains in Freshdesk — revoke it manually under your Freshdesk profile.
Troubleshooting
| Symptom | Likely cause |
|---|---|
401 Unauthorized on connect | API key wrong or user lacks ticket permissions |
| Webhook didn't register | API key user lacks Manage webhooks permission |
| No triage on incoming tickets | Webhook fires for ticket_created only — verify ticket source isn't routed differently |
| Custom field not updating | Field name typo (must include cf_ prefix), or field is required and we're not setting it |