To integrate a third-party business application into Freshdesk Customer Success, you must provide the necessary credentials for access. In order to ensure that these credentials remain secure, we ask that you provide them directly through your Freshdesk Customer Success instance via the following steps:
Log into your Freshdesk Customer Success instance and via the cogwheel icon on the left-hand side, navigate into the “IT Administration” area and then into “Source Credentials”
Click “Add Source” in the upper right-hand corner of the page.
Select the appropriate type for the system you want to integrate. If you don’t see the system you want listed, please contact email@example.com to verify if the system you are trying to integrate is supported.
Once the source type has been selected, a set of additional inputs provide a place where you can provide a custom name for this particular integration (extremely helpful if you have multiple integrations of the same type) and securely provide the necessary credentials for that system.
If you are unsure how to get the necessary information, please check with your third-party vendor on where to get the necessary keys. If they are unable to help you, please contact firstname.lastname@example.org for additional guidance.
If you are selecting a system that uses OAuth for access control, then when you click “Authorize” you will be sent through the OAuth sequence for that system to grant Freshdesk Customer Success the necessary credentials.
Once you’ve added the source, please contact email@example.com to confirm that the new credentials have been provided and the system is ready for integration. Any additional information required by the Freshworks team to complete the integration will be confirmed with you over email.
A couple of additional notes about the available fields to fill:
- The "Name" field is a field for your reference. We generally recommend using the system type as the name, such as "Salesforce" for your Salesforce integration. However, if you have multiple integrations with the same type of system, this allows you to give them distinct names for reference purposes.
- For many systems we need the domain prefix of your specific instance. For example, with Freshdesk, your support site might be available at "acme.freshdesk.com" in which case you should fill in "acme" for the domain prefix field.