First find the FreshEngage app on the Freshdesk marketplace, then install the App. While installing App, the subscriber will need to provide a Freshdesk API key. This API key is available in your Freshdesk application, sign in and look for it in the profile section of your Freshdesk account.



Steps for installing App:-

  1. Paste your API key into textbox next to “Freshdesk API Key”. Once you paste the key wait for while to auto-generate “FreshEngage Secret Token”.

  2. Once you got the “FreshEngage Secret Token” field, install the App by hitting the Install button.

  3. Congratulations! Now your FreshEnage App is installed Successfully.  

  4. Now you need to do some configuration from Freshdesk Control Panel.

  5. To activate your App, you need to create a new ticket then view your ticket and expand the FreshEngage App window. The app will be activated automatically. Once your app is activated your next all-new tickets will be processed through FreshEngage.

  6. You will get an email from the FreshEnage team. It will contain your login information. This email will require in order to use other features of FreshEngage.

  7. In order to use FreshEngage, the customer needs to set up his own machine learning model. Customers can use their existing tickets to train model or they can use their own data in CSV format.  For the training model, customers need to login to FreshEngage External Console. Login credentials will be provided in the above-mentioned email.


Don't forget to register the webhook call - close the loop with Freshdesk.


These  Webhooks are needed to push the  “Ticket Status change” and “New Reply Added” events from Freshdesk to FreshEngage server (External App).

Steps for adding webhooks:

  1. In your Freshdesk, go to Admin -> Helpdesk Productivity -> Automations -> Ticket Updates 

    1. Reply is Sent webhook.

    2. This rule is for replying back to the customer channel from FreshDesk. Select “Reply is sent” event from the dropdown and perform action trigger webhook. In Webhook configuration select Request type POST & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. Find ref. Image below.

                         “https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/eventListener?secretKey=[your FreshEngage key]”


  1. Status is changed webhook.
    1. This rule is to change status & notify the user in social channels. Select “Status is changed” event from the dropdown and perform action trigger webhook. In Webhook configuration select the POST method & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. For ref. See the above image.

                       https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/changeStatus?secretKey=[your Freshengage key]”