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 notes on their tickets when the feedback moves, helping them close the loop with customers
Prerequisites
To use our Freshdesk integration, all you need is:
a Harvestr Editor account on any paid plan (Core, Scale or Elite)
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.
Go to Settings > Integrations > Freshdesk and click Open the Freshdesk marketplace, or find the Harvestr app directly in the Freshdesk apps marketplace. Install it.
Once installed, Harvestr appears in your Freshdesk apps. Make sure it's active (green toggle).
2. 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 and open its settings. Enter your Harvestr login details, your Freshdesk URL and your key in the Freshdesk API key field, then save. All the credentials are entered here, in Freshdesk.
4. Check the connection in Harvestr
Go to Settings > Integrations > Freshdesk. There is nothing to enter on this page: it updates once Harvestr receives your details from Freshdesk, and the status then shows Connected.
5. Choose your sync settings
Finally, in Settings > Integrations > Freshdesk, you can turn on Associate users with their companies, then click Save. 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.
Notes back to your tickets are set up with all your other channels, in Settings > Notifications: see below.
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, Harvestr posts an internal note on the Freshdesk ticket when the feedback moves, so the agent who sent it can update the customer. Harvestr never contacts your customer directly.
The events are set once for your whole organization, in Settings > Notifications. Freshdesk follows these organization rules unless you give it its own: open Freshdesk in the Per-channel rules card and choose Customised, or Off to never post on Freshdesk tickets. The events you can turn on:
the ticket arrives in Harvestr
it is linked to a discovery
a teammate comments on it. Comment notifications are never posted on the ticket: they reach the agent in Harvestr or by email.
the linked discovery moves to a status you chose, typically Planned or Shipped
If the ticket was closed in the meantime, Harvestr can reopen it so the note lands back in the agent's queue: this is the Reopen support tickets if they are closed setting, at the bottom of the Organization rules card, which Freshdesk can override in its own channel settings.
The Notifications card on the Freshdesk integration page summarizes what is currently on. Its Configure button opens the notification settings.
Once a ticket has been linked to a Discovery, you can also see information about that Discovery directly from the related Freshdesk ticket.
For the full picture (who is notified, how to check what was sent), see Close the loop with feedback loop notifications.
Remove the Freshdesk integration
In Settings > Integrations > Freshdesk, click ⋯ on the Freshdesk account, then Remove Freshdesk integration, and confirm. Harvestr stops receiving tickets. Feedback already imported stays in Harvestr.
If you have requests or ideas about how we could improve our Freshdesk integration to better fit your workflow, send us a message!