Connecting Freshdesk to Inquiru
Updated June 14, 2026
Overview
The Freshdesk integration connects Inquiru to your Freshdesk helpdesk. Customer tickets trigger the AI agent via Freshdesk Automation Rules (webhooks), the AI replies as a public ticket comment, and can assign tickets to agents or groups, add tags, add private notes, and change ticket status — all using the Freshdesk Skills you configure on the Skills page.
Step 1 — Prerequisites
Plan requirement
Webhook actions in Freshdesk Automation Rules require the Growth plan or above. The Free plan does not include webhook actions.
Admin access
You need an Administrator role in Freshdesk to create Automation Rules and access API keys.
Step 2 — Get your Freshdesk API key
Finding the API key
Log in to Freshdesk and click your avatar (top right) → Profile Settings. Your API key is shown at the bottom right of the page under Your API Key. Copy it.
Create a dedicated agent account (recommended)
Replies posted by Inquiru appear under the agent whose API key you use. Create a dedicated Freshdesk agent account (e.g. AI Support Agent) and generate the API key from that account's Profile Settings. This keeps AI replies clearly attributed.
Step 3 — Connect Freshdesk in Inquiru
Create the integration
Go to Integrations → Connect and select Freshdesk. Enter your domain (the subdomain from mycompany.freshdesk.com), paste the API Key from Step 2, and assign your Inquiru AI agent. Leave the Webhook Token blank for now. Save.
Copy your webhook URL
After saving, expand the Freshdesk integration card. A Webhook setup panel shows your unique webhook URL: https://api.inquiru.com/webhooks/freshdesk/<id>. Copy it — you'll paste it into Freshdesk in the next step.
Test the connection
Click Test on the integration card to confirm Inquiru can authenticate with Freshdesk before setting up the automation rules.
Step 4 — Create Automation Rules in Freshdesk
Freshdesk Automation Rules fire webhooks when ticket conditions are met. You need two rules — one for new tickets and one for customer replies on existing tickets. Go to Admin → Workflows → Automation → Ticket Updates and create each rule below.
The JSON body template (used by both rules)
Both rules send the same JSON body. Copy this template exactly into the webhook action body:
{ "ticket_id": "{{ticket.id}}", "subject": "{{ticket.subject}}", "description": "{{ticket.description}}", "latest_comment": "{{ticket.latest_public_comment}}", "requester_email": "{{ticket.requester.email}}", "requester_name": "{{ticket.requester.name}}", "status": "{{ticket.status}}" }
Rule 1 — New ticket created by a customer
Create an Automation Rule with event Ticket is created. Conditions: Requester → is a customer (or leave conditions empty to catch all new tickets). Action: Call Webhook → paste the URL from Step 3 → set Content Type to JSON → paste the body template above. Optionally add the header X-Freshdesk-Webhook-Token with your webhook token (see Step 5).
Rule 2 — Customer replies to an existing ticket
Create a second rule. Event: Reply is added. Condition: Reply by → Customer. Action: same webhook call with the same body template. This ensures follow-up customer messages also trigger the AI.
Why two rules?
New tickets fire under the Ticket Created event type; follow-up customer messages fire under Ticket Updated. Freshdesk separates these into different automation sections — you need one rule in each to cover the full conversation lifecycle.
Step 5 — Webhook token (optional security)
Adding a verification token
Freshdesk doesn't provide native HMAC signing on webhooks. For additional security, choose a secret string and:
- In your Freshdesk Automation Rule webhook action, add a custom header:
X-Freshdesk-Webhook-Token: <your-secret> - In Inquiru, edit the Freshdesk integration and paste the same secret into the Webhook Token field. Save.
Inquiru will reject any webhook request that doesn't include the correct token.
Step 6 — Verify the integration
Submit a test ticket
Create a ticket in Freshdesk from your test email. Within a few seconds the AI should post a public reply on the ticket. The conversation also appears in Inquiru under Conversations (channel: Freshdesk).
Check Automation Rule execution
In Freshdesk, go to Admin → Workflows → Automation, open your rule, and check the execution log. If the webhook shows a failed delivery, confirm the URL is correct and Freshdesk can reach the Inquiru endpoint.
Echo detection
When Inquiru posts a reply as the AI agent, Freshdesk may fire the automation rule again. Inquiru caches the reply body hash for 10 minutes and skips any inbound webhook that matches. If you set up Rule 2 with Reply by → Customer, agent replies (including the AI's) won't trigger the rule at all, which is the cleanest setup.
Freshdesk report
Go to Reports → Freshdesk to see how many tickets were resolved by the AI vs escalated to a human, with a daily breakdown chart over your selected date range.