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Connect Freshdesk with Siit

Escalate Siit requests into Freshdesk ; the request context comes with it, and a link is kept on both sides.

How it works

The integration runs Siit → Freshdesk. A request created in Siit is escalated to Freshdesk manually from the request side panel or automatically via a workflow. Siit creates the Freshdesk ticket, pre-fills it with the request context, and links both records.

Before you start

  • A Freshdesk admin to generate an API key.
  • The Freshdesk group(s) and ticket type(s) you want to escalate to.

Step 1 - Generate a Freshdesk API key

In Freshdesk, open Profile settings and copy your API key.

Step 2 - Connect Freshdesk in Siit

  1. In Siit, go to Settings → Integrations and find Freshdesk in the Ticketing section.
  2. Click Connect.
  3. Enter your Freshdesk domain (e.g. yourcompany.freshdesk.com) and the API key.
  4. Click Authorize.
  5. Pick the group(s) and ticket type(s) available for escalation.

Step 3 - Test the escalation

Open any Siit request, click Escalate ticket → Freshdesk, choose the group, ticket type and priority, fill in the subject and description, and submit. Confirm the ticket appears in Freshdesk and the link shows on the Siit request.

Using it at scale

Add Create Freshdesk ticket as a workflow step, for example, when service = “Customer escalation” → create a Freshdesk ticket in the support group and notify the requester with approval gating where needed.

Frequently asked questions

Does resolving the Freshdesk ticket close the Siit request?

Yes, if you enable it. Freshdesk now supports configurable two-way sync: in Settings → Integrations → Freshdesk → Settings, choose what syncs in each direction (resolution, assignee, notes, messages). See the Control what syncs between Siit and your ticketing tool article.

Can I map custom fields?

Standard ticket fields are supported today; custom field mapping is on the roadmap.

“Invalid credentials” on connect.

The API key is wrong or was regenerated. Generate a fresh key in Freshdesk and update Siit.

A group is missing from the picker.

The connecting Freshdesk agent lacks access to it. Update group membership in Freshdesk and re-sync.