Connect Freshdesk to ScaleFlow

This guide walks you through connecting your Freshdesk account to ScaleFlow so you can:

• Receive and view customer support tickets directly in ScaleFlow.
• Sync contacts and conversation history between the two systems.

No technical background is required. Just follow each step in order.

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1. What do Freshdesk and ScaleFlow do together?

• Freshdesk: A customer support ticket management system.
• ScaleFlow: A workspace where you bring together messages and conversations from multiple channels (LINE, WhatsApp, Facebook, and more) and assign work to your support team or AI Assistant.

After the connection is set up:

• Tickets created in Freshdesk can be synced into ScaleFlow.
• Customer information (email, name, and more) is shared between both systems so your team has full context.
• You can use AI and automation in ScaleFlow based on Freshdesk data.

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2. Before You Start

Prepare the following:

• A Freshdesk account with admin access, or enough permissions to:
  • Open Profile Settings to get your API key.
  • Open Admin to configure webhooks if needed.
• A ScaleFlow account with permission to manage integrations:
  • You can see the Integrations menu in the left sidebar.
  • You can open the Freshdesk page under Integrations.
• About 10-20 minutes for the first setup.

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3. Step Overview

Step	Where	What to do
1	ScaleFlow	Open the Freshdesk integration page and click Add connection
2	Freshdesk	Get your Freshdesk Domain and API Key
3	ScaleFlow	Fill in the connection details and turn sync options on or off
4	ScaleFlow	Save and verify the connection
5	ScaleFlow + Freshdesk	(Optional) Configure how data syncs and how fields are mapped
6	ScaleFlow	Test the sync and use it in daily work

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4. Step 1 - Open the Freshdesk Page in ScaleFlow

1. Sign in to ScaleFlow.
2. In the left menu, select Integrations.
3. In the integration list, find Freshdesk (the blue Freshdesk icon).
4. Click Freshdesk to open the connection management page.
5. If this is your first connection, click Add connection.

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5. Step 2 - Get the Domain and API Key from Freshdesk

This is the most important part. You need:

• Your Freshdesk Domain (for example: yourcompany.freshdesk.com).
• Your Freshdesk account API Key.

5.1. Get your Freshdesk domain

1. Sign in to Freshdesk in your browser.
2. Look at the browser address bar (URL).
3. You should see something like:
   • https://yourcompany.freshdesk.com
4. The part yourcompany.freshdesk.com is the Domain you need.

5.2. Get your Freshdesk API Key

1. In Freshdesk, click your avatar or username in the top-right corner.
2. Select Profile Settings.
3. On your profile page, scroll down to Your API Key.
4. Click Copy to copy the API key.

If you are unsure, the Freshdesk connection page in ScaleFlow includes a View the Guide link that opens Freshdesk's official instructions for finding your API key.

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6. Step 3 - Fill in the Connection Details in ScaleFlow

Return to the ScaleFlow browser tab on the Freshdesk connection page.

1. At the top, you will see:
   • The Freshdesk logo and name.
   • A short description: "Configure authentication with API key and ticket webhook endpoint."
2. Below that are the input fields.

6.1. Fill in the basic information

• Connection name
  Enter a name you can easily recognize, such as Main Freshdesk or Freshdesk Support.
  This is the name shown in your ScaleFlow connection list.

• Domain
  Paste the domain from step 5.1, for example: yourcompany.freshdesk.com.

• API Key
  Paste the API key you copied in step 5.2.

• Default requester email (optional)
  You can enter a shared email such as [email protected].
  Freshdesk uses this as a default address when a ticket needs a requester email.

6.2. Sync settings

Below that, you will see a Sync settings section with switches:

• Sync from ScaleFlow to Freshdesk
  Turn this on if you want items created in ScaleFlow (contacts, requests) to be sent to Freshdesk.

• Sync from Freshdesk to ScaleFlow
  Turn this on if you want tickets and contacts from Freshdesk to flow into ScaleFlow.

• Sync contacts
  Allows contact information to be shared between both systems.

• Sync tickets
  Allows tickets and conversation history to be shared between both systems.

You can:

• Turn on both directions (ScaleFlow ↔ Freshdesk) if you want everything to stay in sync.
• Turn on only one direction if ScaleFlow should only read from Freshdesk or only push data to it.

When you are done:

1. Review the connection name, domain, API key, and sync switches.
2. Click Save.

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7. Step 4 - Verify the Connection and Review Webhook Details

After you save successfully, ScaleFlow will:

• Create or update the Freshdesk connection.
• Check whether the API key is valid.

If the API key is correct:

• You will see a success message in the corner of the screen.
• ScaleFlow opens the connection details page with tabs such as:
  • Display
  • Data sync
  • AI and automation (when available)

On the Display tab, the right panel shows:

• Connection metadata:
  • The domain in use.
  • The default email.
  • The connection creation date.
  • Webhook endpoint - the URL Freshdesk uses to send notifications.

In most cases, ScaleFlow handles the webhook setup automatically. You only need to make sure the connection status is Connected and sync is working normally.

If the API key is wrong or required information is missing:

• You will see an error message.
• Check the following:
  • Is the domain correct? (Missing .freshdesk.com or a typo is a common mistake.)
  • Did you copy the full API key? (No missing characters at the start or end.)
  • Is the connection name filled in?

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8. Step 5 - Configure How Data Syncs (Optional)

After the connection is set up, you can fine-tune what data syncs and how fields are mapped between Freshdesk and ScaleFlow.

Go to the tab or section with titles such as:

• Freshdesk data sync overview
• Contact field mapping
• Ticket field mapping

Here you can:

• See the total number of synced contacts and tickets.
• Turn sync groups on or off.
• Choose which Freshdesk fields map to which ScaleFlow fields (for example: Email, Name, Phone number, Ticket tags, and more).

Field mapping helps:

• Keep data in the right place and easy to read.
• Avoid losing information when data moves between the two systems.

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9. Step 6 - Confirm Sync Is Working

To make sure everything is running correctly:

1. Go back to Freshdesk under Integrations in ScaleFlow.
2. Open the Freshdesk connection you just created.
3. Switch to the Data sync tab.
4. Here you will see:
   • The most recent sync time.
   • The number of contacts or tickets synced.
   • A list of recent sync activity.

If everything is working:

• You will see entries such as "Sync started" and "Completed", along with the number of items imported.

If you do not see any data:

• Click Sync now if the button is available.
• Review the sync switches from step 6.2.
• Make sure your Freshdesk account has sample data (at least a few tickets or contacts).

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10. Use Freshdesk and ScaleFlow in Daily Work

After setup, a typical daily workflow looks like this:

1. Customers send requests through channels such as LINE, WhatsApp, or email.
2. Some tickets are created or managed in Freshdesk.
3. Data from Freshdesk is synced into ScaleFlow:
   • It appears in Tickets, Contacts, or within the conversation context.
4. Your support team can:
   • Review customer context in ScaleFlow, including information from Freshdesk.
   • Reply to customers directly in messaging channels.
   • Use the AI Assistant or AI Agent for automation when needed.

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11. Frequently Asked Questions

I do not see the Integrations menu or cannot open the Freshdesk page

Your ScaleFlow account may not have permission to manage integrations. Contact your company administrator.

My Freshdesk domain is different from the example in this guide. Can I still use it?

Yes, as long as the domain still follows the format yourcompany.freshdesk.com. Copy the exact value from your browser and paste it into ScaleFlow without extra spaces.

What should I do if my API key is exposed?

1. Go back to Freshdesk -> Profile Settings and generate a new API key, or follow Freshdesk's security instructions.
2. Update the new API key in ScaleFlow on the Display tab of your Freshdesk connection.

Why do I not see any tickets in ScaleFlow?

Try these steps in order:

1. Open the Data sync tab and check whether any sync has completed successfully.
2. Confirm these switches are enabled:
   • Sync from Freshdesk to ScaleFlow
   • Sync tickets
3. Make sure your Freshdesk account contains real tickets, not an empty environment.
4. If the issue continues, contact your ScaleFlow administrator.

How do I temporarily stop syncing?

You can:

• Open the Display tab of your Freshdesk connection.
• Turn off the relevant sync switches, such as Sync tickets.
• Or disconnect the integration if you no longer want to use it.

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12. Recommended Next Steps

Once Freshdesk is connected and stable:

1. Set up Knowledge with guides, policies, and FAQs so AI understands your support context.
2. Create an AI Agent to automatically classify tickets, suggest replies, or route requests to the right team.
3. Connect channels such as LINE and WhatsApp so every conversation comes into one place.