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Freshdesk Integration

How to Connect Freshdesk to NIVA — Complete Integration Guide

5–10 minutes Easy 6 steps

NIVA connects to Freshdesk via the REST API v2 using your account's API Key, giving your AI bot live read and write access to your helpdesk. Once connected you can enable individual components — Tickets, Contacts, Companies, Agents — and control exactly which operations the bot can perform. Deflect repetitive queries, create tickets automatically, and let your bot update ticket status without any human intervention.

What your bot can do after connecting
Tickets
Create, search, update and reply to support tickets
  • "Show me all open high-priority tickets"
  • "Find tickets from john@acme.com from last week"
  • "Create a ticket: Login issue, high priority for user@example.com"
  • "Update ticket #12345 to resolved"
  • "Reply to ticket #12345: We have fixed the issue"
Contacts
Customer contacts — search, look up and create
  • "Find contact for jane@acme.com"
  • "Show me details for contact ID 54321"
  • "Create a contact: Jane Smith, jane@acme.com"
Companies
Company accounts — search and look up
  • "Search for company Acme Corp"
  • "Show details for company ID 11111"
  • "What is the account tier for Acme?"
Agents
Support agents — read-only listing
  • "List all active support agents"
  • "Who are our Freshdesk agents?"
Before you begin
Freshdesk account (free tier available)
NIVA botmaster account with active bot
Freshdesk API Key (Profile Settings → View API Key)
Step-by-step setup

Find Your Freshdesk API Key

  • Log in to your Freshdesk account
  • Click your avatar / profile picture in the top-right corner
  • Select Profile Settings
  • Scroll to the bottom — you will see Your API Key
  • Click View and copy the key
The API key is unique per agent. Use an admin account's key for full access.

Find Your Freshdesk Subdomain

  • Look at your Freshdesk URL in the browser address bar
  • It will be in the form https://yourcompany.freshdesk.com
  • Your subdomain is the yourcompany part only — not the full URL

Connect Freshdesk in NIVA Botmaster

  • Open your NIVA botmaster → ERP Integrations in the sidebar
  • Find the Freshdesk card and click Connect Freshdesk
  • Enter your Freshdesk Subdomain (just the subdomain, not the full URL)
  • Paste your API Key
  • Click Save & Connect
The integration name is just a friendly label. You can name it anything.

Test the Connection

  • Back on the ERP Integrations page, click Test on the Freshdesk card
  • A green success message confirms the connection works
  • If the test fails, check the subdomain is correct and the API key was copied fully

Enable Components and Configure Write Permissions

  • Click Components on the Freshdesk card
  • Toggle on the components your bot should access: Tickets, Contacts, Companies, Agents
  • For write operations (create ticket, reply, update) enable the "Allow Write" toggle per operation
  • Click Save
Enable write access only for operations you want the bot to perform automatically. Start with read-only.

Test with Your Bot

  • Open your bot chat widget
  • Try: "Show me all open tickets"
  • Try: "Find tickets from user@example.com"
  • Try: "Create a ticket: Billing issue, high priority"
  • Check ERP Integrations → Operation Logs for each API call made
Troubleshooting
401 Unauthorized — test connection fails
API key is wrong or was not copied fully. Re-copy from Freshdesk Profile Settings → Your API Key. Also confirm the subdomain is correct (no https://, no trailing slash).
Subdomain not found / DNS error
Make sure you entered just the subdomain part (e.g. "acme" not "acme.freshdesk.com"). If you're on an EU data centre your subdomain may differ — check your login URL carefully.
Ticket search returns no results
Freshdesk search requires at least one filter. Try adding a status or date range. Full-text search indexes ticket subjects and descriptions — ensure the query word appears in ticket content.
Create ticket fails with 422
Subject and requester email are required to create a ticket. Ensure the bot passes both params. The email must be a valid address.
Reply fails with 403
The API key owner may not have permission to reply on tickets. Use an admin account's API key, or check agent permissions in Freshdesk Admin → Roles.
Ready to connect Freshdesk?
NIVA Botmaster → ERP Integrations → Connect Freshdesk
Open ERP Integrations