Support and shared inboxes

Guile and Freshdesk

Support tickets, with replies and private notes, and who is waiting on a reply, read-only.

What Guile reads from Freshdesk

Guile reads your tickets and their replies, including private notes, plus the names of the customers and companies they're about. Your key can do anything you can do in Freshdesk, including changing or deleting tickets. Guile never does: it only reads.

How to connect Freshdesk

  1. In Freshdesk, click your profile picture (top right) and choose Profile Settings.
  2. Click View API key, complete the check, and copy the key.
  3. In Guile, open Apps and choose Freshdesk.
  4. Click Connect. A secure window opens from Pipedream, the service Guile uses to connect apps.
  5. Paste your key. Pipedream keeps it safe; Guile never sees it.
  6. Type your Freshdesk domain: the first part of your Freshdesk web address (for example, acme in acme.freshdesk.com), then confirm.

If something doesn't work

  • On the Free plan, the connection is refused. Move to Growth, Pro or Enterprise, then connect again.
  • Check the domain: type only the first part of your Freshdesk address. Your own address, such as support.acme.com, won't work.
  • Copy the key again with no spaces before or after it. If you reset your key in Freshdesk, connect again with the new one.
  • No View API key option? Freshdesk shows the key only after you verify your account, so look in your email for Freshdesk's verification link.

Still stuck? Write to hello@goguile.com.