Freshdesk

Connect Freshdesk to Spike to create tickets from incidents, and check or act on incidents from within Freshdesk.

Freshdesk

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

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

2. Enter your Freshdesk API token and subdomain

Freshdesk Marketplace app

1. Install the Spike app from Freshdesk Marketplace

2. Generate and copy a new API token from the Spike dashboard

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.

Tickets created this way are not synced with statuses or notes. To act on incidents from Freshdesk, use the Spike app (Freshdesk Marketplace app).

Automate ticket creation with Playbooks

Use Playbooks 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.