Freshdesk
Connect Freshdesk to Ploy to see every agent in your helpdesk, the roles they hold, when they last signed in, and which groups they belong to. Ploy can also add agents, change an agent's role, remove agents, and add or remove agents from groups.
This integration is in beta
The Freshdesk integration is in beta. It was built from Freshdesk's documented REST API and has not yet been run against a live Freshdesk helpdesk, so some behaviour may differ from what is described here until it has.
The first step of setup is a consent checkbox. Ticking it lets Ploy send redacted error data to its own monitoring when a call to Freshdesk fails. Redacted means secrets, tokens and personal details are removed before anything is stored. Ploy uses it only to fix problems with the integration. You need to tick it to continue.
What Ploy reads
Every agent in the connected helpdesk, with their email address, name and roles. Support agents, field agents, collaborators and occasional agents are all included.
Agents who have been added but have not activated their account yet, shown as pending.
When each agent last signed in.
The helpdesk itself, so several Freshdesk helpdesks connected to one Ploy organisation stay separate.
Every agent group, and which agents belong to it.
Contacts (the people who raise tickets) are not agents and are not read. Skills, agent availability and automation rules are not scanned.
What Ploy can change
Add an agent by email, with a role from your helpdesk (Agent if none is chosen) and a ticket scope (global, group or restricted; global if none is chosen). Freshdesk emails them to activate their account. Adding someone who is already an agent counts as done.
Change an agent's role to a role from your helpdesk. The agent ends up with that one role. Freshdesk does not let the agent who owns the API key change their own role.
Remove an agent. Freshdesk turns a removed agent into a contact, so their tickets keep their history but they can no longer sign in as an agent. Removing someone who is already gone counts as done. Freshdesk has no suspend, so removal is the only way to take access away.
Add or remove an agent from a group, from the group's page in Ploy.
Before you start
You need two things:
Your helpdesk's freshdesk.com address, for example acme.freshdesk.com. If your helpdesk uses its own support domain, you can find the freshdesk.com address under Admin, then Helpdesk Rebranding.
The API key of an agent with the Account Administrator or Administrator role. Sign in to Freshdesk as that agent, open Profile settings, and copy the API key shown there. Ploy acts with that agent's permissions, so they must be allowed to manage agents and groups for Ploy to make changes.
Connect Freshdesk
In Ploy, open Integrations and choose Freshdesk.
Tick the beta consent checkbox.
Enter your helpdesk address and the API key.
Select Test to check the details. Ploy reads your helpdesk's agents with the key to confirm it works.
Save the connection. The first scan starts straight away.
To connect another helpdesk, add another Freshdesk connection.
Troubleshooting
Freshdesk rejected that API key: check the key was copied in full from the profile settings of the agent it belongs to. Resetting the key in Freshdesk invalidates the old one.
That API key cannot read agents: the agent who owns the key needs the Account Administrator or Administrator role.
Freshdesk could not find that helpdesk: check the address matches the one you sign in at. If the helpdesk was renamed, enter the new address.