> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bestchatbot.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk

> What the Freshdesk integration can and can't do, and how to connect it step by step.

# Freshdesk

**Category: Help Desk.** Connect Freshdesk and your widget can open and check support tickets for visitors, right inside the chat.

<Note>Integrations are available on the **Pro** and **Business** plans. Freshdesk shares the Help Desk category with Zendesk, so only one of the two can be active at a time.</Note>

## What This Bot Can Do

The bot does exactly these actions, nothing more. "Needs sign-in" means the visitor must be identified first; otherwise the bot gives a safe, neutral answer.

| Action                      | What it does                                                                              | Needs sign-in |
| --------------------------- | ----------------------------------------------------------------------------------------- | :-----------: |
| **Open a support ticket**   | Create a ticket with a subject, description, and priority (low, medium, high, or urgent). |       No      |
| **Check a ticket's status** | Look up a ticket's status and the latest replies from your team, by email or ticket ID.   |      Yes      |

## What It Can't Do

Freshdesk is scoped to the actions above. It does **not**:

* Reply to or comment on a ticket
* Close, resolve, or reassign a ticket
* Attach files to a ticket

## How to Connect

<Note>Connecting an integration requires an **Editor**, **Admin**, or **Owner** role, on the **Pro** or **Business** plan. See [Members & Roles](/workspace/members-roles).</Note>

<Steps>
  <Step title="Get your Freshdesk API key" icon="key">
    In Freshdesk, open your **Profile settings** and copy your **API key**. Note your Freshdesk **domain** too — the subdomain in `yourcompany.freshdesk.com`.
  </Step>

  <Step title="Open Integrations" icon="plug">
    In your workspace dashboard, open your **Web Widget → Integrations** tab and find **Freshdesk**.
  </Step>

  <Step title="Connect" icon="link">
    Click **Connect**. A secure popup opens — enter your **Freshdesk API Key** and your **Freshdesk Domain** (the subdomain only), then click **Connect**. Your credentials go to the secure form, never into the chat. If Zendesk is currently active, you'll be asked to confirm replacing it.

    <Frame>
      <img src="https://mintcdn.com/bestchatbot/R7Vc4wGgRB4HhpHi/integrations/freshdesk-integration/freshdesk-connection-popup.png?fit=max&auto=format&n=R7Vc4wGgRB4HhpHi&q=85&s=ef4a28bd5fb18610f4de1ede59796859" alt="BestChatBot Freshdesk connection popup with the API Key and Domain fields" width="779" height="915" data-path="integrations/freshdesk-integration/freshdesk-connection-popup.png" />
    </Frame>
  </Step>
</Steps>

Once connected, Freshdesk's actions — **Open a support ticket** and **Check a ticket's status** — become available to your widget right away.

## One per Category

Freshdesk is in the **Help Desk** category with Zendesk. Connecting one disconnects the other, so your bot always has a single, clear tool for help desk.

<Warning>If you connect Freshdesk while Zendesk is active, Zendesk is turned off automatically.</Warning>

## Availability

| Plan     | Freshdesk |
| -------- | --------- |
| Free     | —         |
| Starter  | —         |
| Pro      | ✅         |
| Business | ✅         |

## Next Steps

<CardGroup cols={2}>
  <Card title="All Integrations" icon="plug" href="/integrations/available-integrations">
    See the full catalog and how categories work.
  </Card>

  <Card title="Agentic Actions" icon="wand-magic-sparkles" href="/integrations/agentic-actions">
    Learn how the bot turns a request into a real action.
  </Card>
</CardGroup>