Freshdesk webhook
Collect ticket and contact events from Freshdesk. Freshdesk is already available as a destination and as a scheduled source; the webhook adds the live stream.
Research Preview. The webhook receiver is rolling out account by account. Freshdesk is already available today as a destination and as a scheduled source using an API key, so you can connect it now and add the live stream when the webhook reaches your workspace.
The Freshdesk webhook collects support activity as it happens: tickets created and resolved, replies from either side, and contact changes.
Freshdesk is further along than the other connectors in this section. The destination already exists, so Journeys can create and update Freshdesk tickets today, and a scheduled source can pull tickets and contacts on an interval using an API endpoint and authorization key. What the webhook adds is latency: a ticket that reaches the customer profile in seconds rather than at the next sync.
Available events
| Event | Description |
|---|---|
ticket_created | Ticket opened |
ticket_updated | Ticket changed |
ticket_resolved | Ticket resolved |
ticket_closed | Ticket closed |
note_created | Note or reply added to a ticket |
contact_created | Contact created |
contact_updated | Contact changed |
Each event is normalised onto a named stream, so you build segments and journey triggers on the event name rather than on the payload shape.
Endpoint
The collector path for Freshdesk events is:
https://<your collector host>/webhooks/events/freshdeskEvery request must carry the source token issued when you create the connection. A payload that cannot be attributed to a known source is rejected rather than stored against a default.
Historical load
Connecting Freshdesk runs a one-time historical load before the webhook takes over. It covers: tickets, contacts and companies.
The connector reports connected only once that load finishes, so a complete profile is never mistaken for a partial one. Records that arrive in the overlap between the load and the first webhook event are de-duplicated on the vendor's own event id.
Backfilled records do not trigger journeys, workflows or experiments.
Setup
Freshdesk webhooks are fired by an automation rule rather than configured as a standing subscription. Create the source in Intempt first so you have the endpoint and token.
Configure Freshdesk
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Create a Freshdesk source on the Integrations page and copy the endpoint and token.
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In Freshdesk, go to Admin, then Workflows, then Automations.
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Create a rule on Ticket Creation and add a Trigger Webhook action.
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Set the request type to POST, paste the Intempt endpoint, choose JSON, and add the token as a header.
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Repeat for Ticket Updates and any note or contact rules you need. Freshdesk fires webhooks per automation rule, not account-wide.
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Save and raise a test ticket to confirm delivery.