Freshdesk

Connect Freshdesk with your subdomain and API key to look up feedback authors in Freshdesk and see their contact details alongside their feedback.

JM
James Morton
Written By James MortonLast updated 18 days ago

Know who is behind every request. Look up feedback authors in Freshdesk and see their contact details alongside their feedback.

Note: On Quackback Cloud, integrations are available on the Business and Enterprise plans. Self-hosted installs include every integration.

Overview

The Freshdesk integration enables:

  • Contact lookup: when you open a feedback post, Quackback looks up the author's email in Freshdesk and shows their name and job title, with a link to the contact in Freshdesk

Prerequisites

  • The Owner or Admin role in Quackback (or a custom role that can manage integrations)
  • A Freshdesk account with API access
  • Your Freshdesk subdomain and an API key

Setup

1. Get your Freshdesk API key

  1. Log in to your Freshdesk account
  2. Click your profile icon in the top-right
  3. Go to Profile Settings
  4. Copy the API Key from the right sidebar

2. Connect to Freshdesk

  1. Go to Admin > Settings > Integrations > Freshdesk
  2. Click Connect to Freshdesk
  3. Enter your Freshdesk subdomain (for example, yourcompany from yourcompany.freshdesk.com)
  4. Enter your API key
  5. Click Connect

Note: Freshdesk uses API key authentication rather than OAuth. Your API key is encrypted at rest and only used to query the Freshdesk API.

3. Save and test

  1. Click Save
  2. Submit test feedback with an email address that matches a Freshdesk contact
  3. Open the post: the contact appears in its Customer context section

How enrichment works

When you open a feedback post, Quackback:

  1. Looks up the author's email in Freshdesk via the Contacts API
  2. If a match is found, shows a card in the post's Customer context section with the contact's name and job title
  3. Links the card to the contact in Freshdesk

The lookup happens when you open the post, not when feedback is submitted.

Manage the integration

Pause

Temporarily stop enrichment:

  1. Go to Admin > Settings > Integrations > Freshdesk
  2. Toggle Enabled off
  3. Enrichment pauses, but the connection remains

Reconnect

If you see connection errors:

  1. Verify your API key is still valid in Freshdesk
  2. Update the credentials in Quackback if needed

Disconnect

To fully remove the integration:

  1. Go to Admin > Settings > Integrations > Freshdesk
  2. Click Disconnect
  3. Confirm the action

Troubleshooting

Contacts not being matched

  1. Check email addresses: the feedback author's email must exactly match a Freshdesk contact
  2. Verify API key: ensure the key has permission to read contacts
  3. Check integration status: look for errors in settings

"Authentication Failed" error

Your API key may have been revoked or expired:

  1. Generate a new API key in Freshdesk
  2. Update the key in Quackback's integration settings

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