Integrations

How to add Apps to my Freshdesk Account?
You can add apps to your Freshdesk account from the Freshdesk Apps Gallery. Based on an app's complexity and the availability of its features, it is eit...
Fri, 21 Jul, 2023 at 4:21 PM
Why is it that a comment in JIRA is added in Freshdesk under a different username?
When a user posts a comment in JIRA, an equivalent account is created in Freshdesk with one's JIRA email and the note is added to the Freshdesk ticket. ...
Fri, 21 Jul, 2017 at 6:32 PM
Why is a ticket created in Freshdesk whenever a comment is added in JIRA?
This usually happens when you configure notifications in JIRA and it is linked to one of the support addresses configured in Freshdesk.  You can just re...
Fri, 21 Jul, 2017 at 6:34 PM
Why isn't status mapping in JIRA working for me?
To understand why the status mapping in JIRA is not working, 1. Navigate to Admin -> Support Operations -> Apps -> JIRA Plus app settings -> Ge...
Sat, 26 Jun, 2021 at 3:39 AM
How to attach files which are larger than 20 MB?
Freshdesk has many 3rd party integrations like Dropbox or OneDrive with which agents/customers can use to send files larger than 20 MB. To set up the integr...
Thu, 26 Jul, 2018 at 12:44 PM
Why aren't messages being pushed to Slack?
Please check if the corresponding channel is configured under Admin -> Support Operations -> Apps -> Slack -> Edit.  If the channel has been...
Sat, 26 Jun, 2021 at 3:39 AM
How can I avoid the entire HTML code that comes out when the comment section is included in the message sent to Slack?
When you are using dynamic variables to configure custom messages for Slack, please use the following variables for ticket description, last public note, an...
Fri, 21 Jul, 2017 at 6:45 PM
Why am I unable to execute Slash Commands?
Please check the following in the Slack app:   1. Make sure "Allow Slash Commands" is checked in the app configuration page. Please navigate to ...
Sat, 26 Jun, 2021 at 3:40 AM
Do we have any limit to the number of Public and Private channels?
Yes, the integration allows only 20 private and public channels.  Of these, at least one channel should be available as Public (independent of the priva...
Fri, 21 Jul, 2017 at 6:46 PM
Why is only part of the conversation in Slack being converted into a ticket in Freshdesk?
As per the integration, the latest 200 messages would only be included in the text of the ticket.  The text content only from conversations will be incl...
Fri, 21 Jul, 2017 at 6:50 PM