Nextiva NEXT - Freshdesk Setup Guide

Overview

Use this guide to install and connect Freshdesk from the NEXT Marketplace.

The integration uses a Freshdesk API key to authenticate and sync ticket data from NEXT to Freshdesk.

Before You Begin

Ensure the following:

• You have Freshdesk admin or supervisor access.

• You can access your API key in Freshdesk.

• You have permission to install apps in the NEXT Marketplace.

• You have secure storage to save your API key.

Important:
Freshdesk displays the API key inline. Copy and store it before leaving the page.

Required Connection Details

You will need the following values during installation:

• Domain (Freshdesk subdomain)

• API key

• Password placeholder

Collect Connection Details in Freshdesk

Get Your API Key

1. Log in to Freshdesk.

2. Select your profile avatar.

3. Navigate to Profile Settings.

4. Locate Your API Key.

5. Copy the API key.

Note:
You can regenerate the API key if needed, but this will invalidate existing integrations.

Confirm Permissions

Ensure the integration user has permission to:

• Read and update tickets

• Access contacts

• Access any required custom fields

If your organization uses IP restrictions, allow access for integration traffic.

Install Freshdesk in NEXT

Step 1: Open the App in Marketplace

1. Navigate to Marketplace.

2. Select Freshdesk.

3. Select Install.

4. Accept the Terms and Privacy Policy.

5. Select Next.

Enter Connection Details

On the Connection Details screen, enter the following:

Helpdesk Name

Enter only the subdomain portion of your Freshdesk URL.

Example:

If your URL is: 

https://acme.freshdesk.com

Enter:

acme

Note:
Include sandbox suffixes if applicable (for example: acme-sandbox).

API Key

Paste the API key copied from Freshdesk.

Password

Enter:

x

Important: The password field is required but not used. Enter a single lowercase x.

Connect

1. Select Connect.

2. Select Next.

If successful, the connection will be established.

Installation Complete

After a successful connection, you will see:

Installation Complete

Select:

• Done to exit, or

• Manage apps to review the integration.

Verify the Connection

After installation:

1. Navigate to Manage Apps → Freshdesk.

2. Confirm the status shows Active.

3. Create a test ticket in NEXT.

4. Confirm it appears in Freshdesk.

5. Update the ticket in Freshdesk and verify changes sync back to NEXT (if supported).

Troubleshooting

Invalid API Key

• Confirm the API key is correct.

• Ensure no extra spaces were included.

• Regenerate the key if needed and reconnect.

Connection Fails

• Verify the domain is entered correctly (no protocol or .freshdesk.com).

• Ensure the integration user has sufficient permissions.

• Confirm IP restrictions are not blocking requests.

After Regenerating API Key

1. Navigate to Manage Apps → Freshdesk.

2. Update the API key.

3. Set Password = x.

4. Save and revalidate the connection.