Setting up a Freshdesk integration

Integrate with Freshdesk to sync your customer support tickets with your Ometria contact records.  

Once set up, data from your Freshdesk support tickets automatically updates in Ometria, allowing you to offer bespoke experiences to customers and analyse and segment on this information.

You can also see Ometria contact data in your Freshdesk account, so your customer service agents can easily identify high-value customers.

Before you begin

You'll need a Freshdesk account and access to the Freshdesk admin portal. You will need an admin account in Freshdesk to get all the data you need for this integration. 

Create a new API key in Ometria to use during the integration. 

Only users with administrator account permissions can access the API keys tab.

Setting up your integration with Freshdesk

In Ometria, go to Settings > Connections > Add new connection:

Select the Freshdesk tile:

In the Freshdesk authentication screen, select the dropdown and click Add new account:

Complete the fields in the Create a new authentication pop-up:

Once the Freshdesk authentication is complete, click Next. 

Copy the webhook URL in this screen and go to Freskdesk. 

Locate your Ometria integration in Freshdesk and paste it under Webhook URL:

Click Next again.

Now you need to authenticate Ometria - select an account here or add a new one, then paste in your Ometria API key. 

Finally, click Finish to complete your integration setup.

Create your custom fields

Once your Freshdesk connection is set up in Ometria, you'll need to create the custom fields below for retrieving the data. 

All of these fields use the Category: Contact.

Request a 'ticket closed' custom event

Raise a request with our support team to create a custom event for: freshdesk_ticket_closed

Once this is set up for you, you can start building an automation campaign which triggers when a Freshdesk ticket has been closed.  

Data sent to Ometria

Ometria retrieves your ticket data from Freshdesk based on the custom fields you choose to set up. 

You can use these fields to create segments and analyse groups of customers:

Data sent to Freshdesk

The following contact data is passed from Ometria to Freshdesk:

• Email 
• Lifecycle status 
• Marketing optin 
• Last seen 
• Last purchase 
• Orders 
• Average order value (AOV) 
• Revenue 
• Total items 
• Visits 
• Customer lifetime value (CLV) 
• Attempted orders
• Order timestamp