Freshdesk mirror
Setting up Freshdesk mirror
The Freshdesk API key, the reply automation and its secret header.
Before you start
Create a dedicated agent for Reach and decide which channels your Freshdesk team should see, so the rollout starts with a manageable volume.
Steps
Each channel installs disabled, so nothing is sent before these steps are done.
Create the Reach agent
Add a dedicated agent and copy its API key.
Store the key
Enter the key as a Basic authorisation value in the Freshdesk API credential.
Secure the webhook
Choose a random secret and store it as the Freshdesk webhook token.
Add the automation
Trigger the reply webhook with the secret header when agents reply on tickets tagged reach.
Start mirroring
Set the helpdesk address, deploy both workflows and test with one SMS conversation.
Freshdesk and Freshworks are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.