STRAX Reach · Helpdesk mirrors
Freshdesk tickets for conversations on every channel
Many South African payment and prepaid companies run their contact centre on Freshdesk. This package brings chat and SMS conversations into those tickets, and sends the agent's answer back where the client asked.
- Tickets and notes
- Secret header on webhooks
- Requester by email or phone
A ticket per conversation, answered where the client wrote
The first client message in a conversation opens a Freshdesk ticket with the client as requester. Reach uses their email when it has one, their phone number for SMS and WhatsApp clients, and a stable external id otherwise. Later client messages arrive as incoming notes on the same ticket.
When an agent sends a reply, an automation rule calls Reach with the reply text. Freshdesk cannot sign webhooks, so the rule adds a secret header that Reach compares in fixed time before anything else. The answer is then queued on the conversation's channel.
Answers written by the AI assistant or in the Reach console can be added as private notes, so the ticket shows the whole exchange. Replies that came from Freshdesk are never mirrored back, and a reply that simply repeats the client's own words is recognised as an echo and dropped.
Where it helps
SMS complaints in the helpdesk
A client texts about a missing electricity token and the complaint shows up as a Freshdesk ticket with their number.
Existing escalation rules
Freshdesk time-based automations keep escalating chats that are still waiting for a first answer after your target time.
Agent productivity reporting
Chat and SMS work counts in the same Freshdesk reports as email.
What you need
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A Freshdesk helpdesk
With a dedicated agent for Reach and its API key.
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A webhook secret
A random value the automation sends as a custom header.
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An automation rule
Calls the Reach reply workflow when an agent replies on a Reach ticket.
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Reach Core and a channel
The conversations that the tickets represent.
Good to know
Resolving a ticket does not close the Reach conversation yet, and attachments stay on their side. Test the automation body with one live ticket before go-live.
Questions
How are clients matched to Freshdesk contacts?
By email first, then phone number, then a Reach external id, so repeat clients land on the same contact.
Why a secret header instead of a signature?
Freshdesk automations cannot sign requests, but they can send custom headers, which Reach checks before running anything.
Can we mirror only some channels?
Yes, list the channels to mirror, or leave the list empty to mirror all of them.
Do agents need to learn Reach?
Agents keep working in Freshdesk. Reach runs in the background and delivers their replies.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add Freshdesk mirror to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Data table | 1 |
| Global variable | 3 |
| Workflow | 2 |
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
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Find "STRAX Reach - Freshdesk"
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Install
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Freshdesk and Freshworks are trademarks of their owners, named here only to identify the service this package connects to.
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