Integrating Freshdesk and Freshchat

SentiSum integrates with Freshdesk and Freshchat to automatically analyse your support tickets and chat conversations

Required Information

Before starting the integration, please ensure you have:

• Freshdesk & Freshchat Admin access

  • To integrate Freshdesk & Freshchat with SentiSum, you must have Admin permissions on your account. If you don’t have the required access, please ask your administrator to complete the integration.

• Freshdesk & Freshchat API Keys

• Freshdesk & Freshdesk Sub-Domain Name

Step 1: Navigate to the Integrations Page

1. Go to SentiSum Integrations.
2. Locate the Freshdesk integration card.
3. Click on the "+" (Add Integration) button.
4. Reference Screenshot :

Step 2: Connect Freshdesk to SentiSum

1. Please retrieve the API Key from the Freshdesk portal.
   
   Guide on how to fetch Freshdesk API Key : https://support.freshdesk.com/en/support/solutions/articles/215517

2. You will also need your Freshdesk subdomain, which typically looks like:

    https://yourcompany.freshdesk.com

3. Enter Integration Details:
   
   • A pop-up window will appear titled Freshdesk.
   • Fill in the required fields:
     • Subdomain → Enter your Freshdesk domain here.
     • Access Token → Enter your Freshdesk API Key here.
   • Reference Screenshot:
     
4. Click Integrate. 
   • You’ll see confirmation that the integration has been added successfully.

Step 3: Connect Freshchat to SentiSum

1. Please retrieve the API Key from the Freshchat portal.
   
   Guide on how to fetch Freshchat API Key : 
   https://support.freshchat.com/support/solutions/articles/50000000011-api-tokens

2. You will also need your Freshchat subdomain, which typically looks like:

    https://yourcompany.freshchat.com

3. Enter Integration Details:
   
   • A pop-up window will appear titled Freshchat.
   • Fill in the required fields:
     • Subdomain → Enter your Freshchat domain here.
     • Access Token → Enter your Freshchat API Key here.
   • Reference Screenshot:
     
4. Click Integrate.
   • You’ll see confirmation that the integration has been added successfully.

💬 Need Help?

If you face any issues or need assistance:

• Use the in-app support chat, or
• Reach out in our Slack channel or through support@sentisum.com email.