Integrating Birdeye with Freshdesk

Connect Freshdesk with Birdeye to streamline customer support and manage customer interactions more efficiently. This integration helps businesses sync customer data and improve the customer experience.

Boost reviews – Automatically send review requests after ticket resolution to capture customer feedback.
Stay responsive - Manage customer conversations and support tickets from one platform.
Automate workflows - Trigger actions based on ticket creation, updates, and resolution.
Centralize data - Sync customer details and interactions between Freshdesk and Birdeye.
Gain insights - Use customer feedback and analytics to improve customer experience and support performance.

Supported Triggers for Freshdesk Integration:

Freshdesk Ticket Webhook Trigger - Activate this trigger to automatically fetch tickets created or updated via webhooks from Freshdesk to Birdeye.
Freshdesk Create Ticket - Activate this trigger to automatically create tickets from Birdeye in Freshdesk.
Freshdesk Update Ticket - Activate this trigger to automatically update tickets from Birdeye in Freshdesk.
Freshdesk Get Tickets Trigger - Activate this trigger to automatically sync ticket details from Freshdesk to Birdeye.
Freshdesk Add Reply To Ticket Trigger - Activate this trigger to automatically add a reply to tickets from Birdeye in Freshdesk.
Freshdesk Add Note To Ticket Trigger - Activate this trigger to automatically add a note to tickets from Birdeye in Freshdesk.

Navigating to Freshdesk CRM

Log in to the Birdeye dashboard and go to Settings > Integrations > All Apps. Select Freshdesk to connect. The screen provides integration benefits, pricing, and compatibility details. Clicking the ‘View Setup Guide’ tab will redirect you here for detailed step-by-step instructions.

HOW TO CONNECT

Step 1: Add Account Details

Enter the subdomain, agent email, and API key in the respective fields, then click Next to connect.

NOTE: You can add more subdomains to manage multiple accounts.

Steps to generate an API key:

Log in to your Freshdesk account.
Click your profile icon in the top-right corner and select Profile Settings.
Under Your API Key, copy the API key.

For reference,

Subdomain: Find your subdomain in your Freshdesk URL.
Example: https://yourcompany.Freshdesk.com → Subdomain: yourcompany
Agent Email: Enter the email address associated with your Freshdesk administrator or agent account.
API Key: Paste the copied API key.

Step 2: Map Locations

You can now map locations to ensure the correct data is assigned to the right location in your account.

To map a location, select the integrated account from the drop-down under the Account Email column next to the desired location.

Once you’ve mapped the locations, click Next to continue.

Step 3: Select Triggers

Check the box to select your preferred triggers, as shown in the image below. After making your selection, click 'Done.'

A Freshdesk message will appear on the screen saying, ‘Freshdesk successfully connected.’ You can now build automated campaigns for reviews, surveys, and referrals or any other custom campaigns, by clicking or skipping the ‘Go to Campaigns’ option.

If you have any further questions, please contact the Birdeye technical support team at 1-800-561-3357 Ext. 3 or email them at support@birdeye.com.