> For the complete documentation index, see [llms.txt](https://docs.spike.sh/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.spike.sh/collaboration/helpdesk-integrations/freshdesk.md).

# Freshdesk

<figure><img src="/files/WYUDilEMz1sqSHxLSdeP" alt="Freshdesk integration with Spike"><figcaption></figcaption></figure>

## Freshdesk

Spike's Freshdesk integration creates tickets from incidents. Freshdesk users can also check and act on incidents without leaving Freshdesk.

{% embed url="<https://www.youtube.com/watch?v=f3EnbMhmGYM>" %}

### Set up

Freshdesk can be connected to Spike in two ways.

The first is an API connection. Use this to create tickets in Freshdesk from Spike incidents. This is one-way and does not sync statuses or notes.

The second is the Spike app from the Freshdesk Marketplace. This allows Freshdesk users to check incidents and take action from Freshdesk.

#### API connection

1. Go to [Settings > General > Helpdesk Integrations](https://app.spike.sh/settings/general/organisation#org--helpdesk-ticket-management)
2. Enter your Freshdesk API token and subdomain

#### Freshdesk Marketplace app

1. Install the Spike app from [Freshdesk Marketplace](https://www.freshworks.com/apps/spike)
2. Generate and copy a new API token from the [Spike dashboard](https://app.spike.sh/api)
3. Follow the instructions on Freshdesk to connect Spike

### How to use

#### Create tickets manually

From the incidents table, select one or more incidents and create a Freshdesk ticket.

{% hint style="info" %}
Tickets created this way are not synced with statuses or notes. To act on incidents from Freshdesk, use the Spike app (Freshdesk Marketplace app).
{% endhint %}

#### Automate ticket creation with Playbooks

Use [Playbooks](/playbooks/introduction-to-playbooks.md) to automate ticket creation when an incident triggers. Incident details and timestamps are sent to Freshdesk automatically.

### FAQs

#### Who can set up the integration and create tickets?

Anyone in your organization can set up the integration and create tickets. No special permissions are required.

#### Can I link multiple incidents to one Freshdesk ticket?

Yes. Multiple incidents can be linked to a single Freshdesk ticket.