# Integrating Freshdesk with Applications Manager

**Note:** Integrations and actions based on integrations are **not supported in the Free Edition of Applications Manager.**

- [Overview](https://www.manageengine.com/products/applications_manager/help/integrating-freshdesk.html#overview)
- [Prerequisites](https://www.manageengine.com/products/applications_manager/help/integrating-freshdesk.html#prerequisites)
- [Configuring Freshdesk integration](https://www.manageengine.com/products/applications_manager/help/integrating-freshdesk.html#configureintegration)
- [Creating a Freshdesk ticket action](https://www.manageengine.com/products/applications_manager/help/integrating-freshdesk.html#createaction)
- [Related information](https://www.manageengine.com/products/applications_manager/help/integrating-freshdesk.html#related)

## Overview

Freshdesk is a cloud-based help desk platform for managing customer support requests and incidents. Integrating Freshdesk with Applications Manager lets you create, update, close, and reopen Freshdesk tickets when alarm status changes.

The integration includes configuring the Freshdesk connection in Applications Manager and creating a Freshdesk ticket action. You can then associate the action with alarm criteria to send incident details to Freshdesk.

## Prerequisites

- Ensure that you have a Freshdesk account with access to the required help desk settings.
- Obtain the Freshdesk **API key**. In Freshdesk, navigate to **Profile Settings > API Key** to copy the key.
- Ensure that the Freshdesk server URL is reachable from the Applications Manager installation.

## Configuring Freshdesk integration

Follow the steps below to connect Applications Manager with Freshdesk:

1. Go to **Settings > Product Settings > Integrations (Add-On Settings)** and click the **( + )** icon to configure Freshdesk integration. Alternatively, you can also configure the integration by clicking **Configure** for Freshdesk under the **Help Desk** tab.

   ![Applications Manager Integrations page showing the Freshdesk integration option](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-integration-settings-tab.png)

   ![Applications Manager Help Desk integrations page showing the Freshdesk card](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-integration-helpdesk-tab.png)

2. In **Connection Settings**, enter the **Server URL** of your Freshdesk account and the **API key**.
3. Click **Test Configuration** to verify the connection.

   ![Freshdesk connection settings in Applications Manager showing the Server URL, API key, and Test Configuration fields](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-integration-config.png)

4. Under **Incident Reopen Settings**, configure how Applications Manager handles a recurring alarm:
   - Select **Create New Incident** to create a new Freshdesk ticket when the same alarm recurs.
   - Select **Reopen the last incident** and specify the number of days to reopen the previous ticket when the same alarm recurs within that period.
5. Click **Save**.

After you save the configuration, you can find the Freshdesk integration added under **Settings > Product Settings > Integrations (Add-On Settings)** as well as under the **Help Desk** tab, which displays the server URL along with the options to edit or remove the integration.

![Applications Manager Help Desk integrations page showing Freshdesk after it has been configured](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-integration-after-integration.png)

![Applications Manager integrations page showing the configured Freshdesk integration and server URL](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-integration-after-integration-02.png)

## Creating a Freshdesk ticket action

After configuring Freshdesk, create a ticket action to send alarm details to Freshdesk:

![Freshdesk Ticket Action form in Applications Manager showing profile settings and ticket fields](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-ticket-action.png)

1. Select **New Action** from the top menu.
2. Click **Log a Ticket** under the **Actions** menu in the left pane. The Freshdesk Ticket Action form opens.
3. Enter a **Profile Name** for the action.
4. Under **Ticket Fields**, configure the fields required for your Freshdesk instance. The available fields are fetched dynamically and may vary between Freshdesk instances. Use [replaceable tags](https://www.manageengine.com/products/applications_manager/help/replaceable-tags.html) in supported fields, such as the subject, description, and notes, to include alarm details dynamically.
5. Under **Business Hours Configuration**, enable **Execute Action based on Business Hours** if required. Choose whether to run the action during or outside business hours, and select a time window.
6. Click **Create** to save the Freshdesk ticket action.

![Freshdesk Ticket Action form showing reference number, business-hours configuration, and Create button](https://cdn.manageengine.com/sites/meweb/images/applications_manager/help/freshdesk-ticket-action-02.png)

After creating the action, test it from the action list by clicking **Execute Action**. Associate the action with the required alarm criteria to create Freshdesk tickets automatically.

**Note:** Freshdesk fields marked as archived, nested, cascading, or unsupported are not displayed. If a field was already configured, its saved value remains below the editable fields as read-only until you remove it.

## Related information

- [Log a Ticket](https://www.manageengine.com/products/applications_manager/help/log-a-ticket.html)
- [Replaceable tags](https://www.manageengine.com/products/applications_manager/help/replaceable-tags.html)
- [Product Integration](https://www.manageengine.com/products/applications_manager/help/product-integration.html)