Overview

Freshdesk is a cloud-based customer support platform that enables teams to manage customer inquiries through ticketing, automation, and multi-channel support. Persona’s integration with Freshdesk allows you to automatically create, update, and retrieve support tickets, as well as manage ticket fields all directly from your workflows. This helps operations, risk, and support teams stay aligned by syncing investigation data with customer support workflows.

Benefits

Automated Ticket Creation: Automatically create Freshdesk tickets when key Persona events occur (e.g., failed verifications or escalations).

Streamlined Support Workflows: Keep ticket status, priority, and assignments in sync with Persona decisions to reduce manual updates.

Centralized Context: Sync ticket descriptions, requester details, and custom fields so support agents have full visibility.

Flexible Ticket Management: Use filters, sorting, and custom fields to tailor workflows to your team’s support processes.

Integration Features

Persona’s Freshdesk integration enables automation and data synchronization across ticketing workflows. Key capabilities include:

• Create & Update Tickets: Automatically create new tickets or update existing ones (status, priority, assignee, etc.).
• Retrieve Ticket Data: Fetch ticket details or lists of tickets for enrichment and decisioning.
• Manage Ticket Fields: List and update ticket fields to align with your support schema.
• Flexible Filtering & Sorting: Query tickets by requester, company, or time range to power dynamic workflows.

Setting up the Freshdesk integration

Prerequisites

To set up the Freshdesk integration, ensure you have:

• Admin or agent access to your Freshdesk account
• Your Freshdesk domain (e.g., company.freshdesk.com)
• API credentials (Basic Auth using API key)

Setting up the Freshdesk Credentials

1. In the Persona Dashboard, navigate to Integrations > Marketplace
2. Select Freshdesk
3. Click Add Credential
4. Enter:
   • Credential nickname
   • Your Freshdesk domain (without .freshdesk.com)
   • API key (used with basic authentication)
5. Click Continue and save
6. Click Test to confirm the connection is working

Using the Freshdesk integration in a workflow

1. Create a new workflow, or open an existing workflow
2. Add a new Action step > Integrations
3. Select the Freshdesk integration and choose your saved credentials
4. Select an operation (e.g., Create Ticket, Update Ticket, List Tickets)
5. Map Persona data to Freshdesk fields
6. Save and publish the workflow

Freshdesk Operations Overview

Persona supports multiple Freshdesk API operations for managing tickets and ticket fields. These actions enable end-to-end automation of support workflows.

Retrieve a ticket

Fetch detailed information about a specific ticket, including status, priority, requester, and timestamps. You can optionally include related data such as conversations, requester info, or company details.

Configuration Steps:

Provide values for required fields:

• Ticket ID

Optionally add:

• Include (conversations, requester, company, stats)

List tickets

Retrieve a filtered list of tickets for reporting, triage, or enrichment.

Configuration Steps:

Optionally provide:

• Filter (e.g., new_and_my_open, watching, spam, deleted)
• Requester ID or email
• Company ID
• Updated since (date-time)
• Order by (created_at, updated_at, due_by, status)
• Order type (asc, desc)
• Include (stats, requester, description)
• Pagination (page, per_page)

Create a ticket

Create a new Freshdesk ticket from a Persona event with relevant requester and issue details.

Configuration Steps:

Provide at least one requester identifier:

• Email, Requester ID, Phone, or Unique External ID

Provide values for required fields:

• Subject

Optionally add:

• Name
• Description (HTML)
• Status (Open, Pending, Resolved, Closed)
• Priority (Low, Medium, High, Urgent)
• Type
• Responder ID (agent assignment)
• Group ID
• Company ID
• Tags
• Custom Fields
• Due By / First Response Due By

Update a ticket

Update an existing ticket to reflect new information from Persona workflows.

Configuration Steps:

Provide values for required fields:

• Ticket ID

Optionally add:

• Status
• Priority
• Type
• Responder ID
• Group ID
• Tags
• Custom Fields
• Due By / First Response Due By

List ticket fields

Retrieve all available ticket fields and their configuration (e.g., required fields, dropdown choices, visibility).

Configuration Steps:

Optionally provide:

• Type (to filter fields by type)

Update a ticket field

Update properties of a ticket field (admin-only operation), such as labels, required status, or dropdown choices.

Configuration Steps:

Provide values for required fields:

• Ticket Field ID

Optionally add:

• Label (agent-facing name)
• Label for customers
• Displayed to customers (true/false)
• Customers can edit (true/false)
• Required for agents/customers/closure
• Choices (dropdown values and positions)
• Field position

FAQs

What ticket statuses and priorities are supported?

• Status: Open, Pending, Resolved, Closed
• Priority: Low, Medium, High, Urgent

Are there limits on ticket retrieval?

Yes. The API returns up to 300 pages (30,000 tickets), with pagination controls available via page and per_page.

Can I update all ticket properties?

Most fields can be updated, but certain fields (like subject/description for outbound tickets) may have restrictions.