Integrate with Freshdesk

The Productboard Integration for Freshdesk allows for Freshdesk users to push tickets into Productboard as notes. This lets support agents to push relevant ticket information to Productboard, providing their product team with insights into customer feedback and requests.

In this article: 

How to enable the integration

Note: You must paid plan to install apps in Freshdesk and a Productboard API token (only Productboard admins can create one).

  1. Go to Admin > Support Operations > Apps > Marketplace
  2. Search for "Productboard"

    Screenshot 2024-07-03 at 11.03.45 AM.png

  3. Click on the app and install. Screenshot 2024-07-03 at 11.06.35 AM.png

  4. Add your Freshdesk API Key and subdomain (these should automatically be filled out) and your Productboard API Token (click here to create one if you are an admin). Finally, choose whether or not to sync tags and install the app. 

How to push messages from Freshdesk into Productboard

 

  1. Open a ticket and go to the Productboard widget on the right. 

    Screenshot 2024-07-03 at 11.25.51 AM.png

  2. You have the option to write a summary of the request and then push the ticket into Productboard.
  3. Once pushed, a link to the ticket will appear below with a timestamp of when it was pushed.

    Screenshot 2024-07-03 at 11.42.01 AM.png

  4. You click the link and access the ticket in Productboard. The following fields will be mapped to the note content in Productboard:
    • Ticket Subject > Note Title
    • Ticket Summary > Note Content (Optional)
    • Ticket Content + Conversation > Note Content
    • Ticket Contact > Note User 
    • Ticket Submitter > Note Follower
    • Ticket Tags > Note Tags (Optional)
    • Ticket Link > Note Title Link

      freshdesk_screenshots_2.png

Limitations

Can users push notes to multiple workspaces?

No, you can only authorize one workspace for the app. Pushing notes to a different workspace requires using an API token from the other workspace.

Can users update notes in Productboard from Freshdesk?

No, if additional responses are added to a ticket that is already pushed from Freshdesk and you would like to push those to Productboard, a new note in Productboard will be created. 

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