If you use Freshdesk as a customer support tool, it's probably a major product feedback channel for your company.
To help you keep track of this valuable customer feedback and merge it with your other feedback channels, we've built an integration that lets support agents push relevant Freshdesk tickets directly into your Harvestr inbox in a single click.
How does the integration work?
a Harvestr button is installed in the ticket interface of your Freshdesk account
each time your support agents get product feedback in Freshdesk, they can send the related tickets to your Harvestr inbox by clicking that button
in Harvestr, the product team extracts the valuable feedback and insights from these tickets and acts on them
in Freshdesk, support agents get notified on feedback and feature statuses, helping them close the loop with customers
Prerequisites
To use our Freshdesk integration, all you need is:
a Harvestr Editor account
a Freshdesk admin account and a Freshdesk API key (found in your Freshdesk profile settings)
Once the integration is set up and authorized by one of your company's Freshdesk admins, any Freshdesk agent can use the app without needing a Harvestr account.
How to connect Harvestr to your Freshdesk account
1. Install the Harvestr app in Freshdesk
You need administrator permissions in Freshdesk to set up the integration.
Find and install the Harvestr app from the Freshdesk apps marketplace.
Once installed, Harvestr appears in your Freshdesk apps. Make sure it's active (green toggle).
2. Generate and copy your Freshdesk API key
Go to your Freshdesk profile settings. The API key is in the top-right corner.
3. Paste your API key into the Harvestr app settings in Freshdesk
Go back to the Harvestr app in your Freshdesk apps list, open its settings, and enter your key in the Freshdesk API key field.
Keep this API key handy — you'll need it again in the next step.
4. Finish the installation in Harvestr
Go to your Freshdesk settings page in Harvestr. Enter your Freshdesk URL and your Freshdesk API key, then click save.
5. Choose your sync and notification settings
Finally, you can choose to:
automatically import user companies from Freshdesk. When active, importing a ticket from a user linked to a company in Freshdesk also imports that company and associates it with the same user in Harvestr.
send notifications back to escalated Freshdesk tickets when the ticket is read in Harvestr, when it's linked to a Discovery, and when that Discovery's state changes.
Your support team can now use the Harvestr integration in Freshdesk.
How to push a ticket from Freshdesk to your Harvestr inbox
Open a Freshdesk ticket and you'll see the Harvestr button on the right side of the ticket.
If you don't see the Harvestr icon, refresh the page and it will appear.
To push a ticket containing product feedback into your Harvestr inbox, support agents click the blue Send to Harvestr button and get a confirmation message once the ticket has been sent.
The ticket arrives in your Harvestr inbox with all its messages, along with the name and email of the Freshdesk requester if available.
From there, use our selector to categorize incoming tickets and link them to new or existing Discoveries.
Things worth knowing
All the messages and notes of a ticket (from your users and teammates) are sent to Harvestr.
If tickets don't appear at first, refresh Harvestr.
You can only have a single version of a given Freshdesk ticket in Harvestr. A ticket cannot be sent again unless you permanently delete the previous version from your Harvestr bin.
In Harvestr, click the Freshdesk icon next to the feedback title to jump back to the ticket in Freshdesk.
How to get updates on feedback status in Freshdesk
Once a ticket has been sent to Harvestr, you can get updates about its status in the product roadmap. These updates arrive in Freshdesk as ticket comments, and are configured from the Freshdesk integration settings in Harvestr.
Once a ticket has been linked to a Discovery, you can also see information about that Discovery directly from the related Freshdesk ticket.
If you have requests or ideas about how we could improve our Freshdesk integration to better fit your workflow, send us a message!