Custify + Freshdesk

Integrate Freshdesk with Custify to view and use ticket data, enhance your client view, and create segments and playbooks.

Freshdesk is one of the most popular and highly rated help desk tools for SMBs. The platform accepts tickets submitted by website, email, or live chat. Self-service options contribute to a flexible workflow where tasks can be automated.

Freshdesk also supports many third-party integrations. Their API can be easily integrated with software such as WordPress, MailChimp, Dropbox, and Skype. They also provide built-in reports and analytics to keep track of results and progress.

You can use one Freshdesk account on different web portals. This makes it a cost-effective option for small and medium businesses.

What can I do with Custify and Freshdesk ?

  • View current and past tickets in Custify. You can also click on a link to the ticket so you can reply in Freshdesk.
  • Segment your customers based on their tickets. For example, you can segment by tickets open, pending, or overall tickets.
  • Define lifecycle stages based on account types and make sure customers stay on track with tasks and alerts.
  • Build segments and automated playbooks based on ticket data. For example, based on a customer’s number of open tickets, you can set specific playbooks for assigning and alerting CSMs.
  • Create health scores based on data like tickets created, pending tickets, and open tickets.

How does Freshdesk work with Custify?

We import support tickets and various related data points from Freshdesk. Here’s what we can import:

  • Count of open tickets.
  • Count of pending tickets.
  • Count of closed tickets.
  • Count of resolved tickets.
  • Overall count of tickets.
  • Ticket content and its replies.


Can I push data to Freshdesk?
This is not possible at this time.
Can I see data from chats in Freshdesk in Custify?
This is not possible at this time.

How Do I Activate This Integration?

  1. Sign in to Custify and navigate to the Integrations section.
  2. Select Freshdesk.
  3. Insert your Freshdesk domain and your API key.
  4. Press “Save settings.”


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