Freshdesk CRM App creation and Installation Guide
15 min
Summary
— AI Generated
Overview
This document serves as a guide for the users to carry out the confguration (application for release 4.7 and above) at the Freshdesk CRM end. The step wise guide is as follows:
Usage Instructions
Step 1: Create Freshdesk Admin Account
- Sign Up: Go to https://freshdesk.com/signup, provide the required details and sign up.
- Verify Account: Check your email for a verification link to activate your account.
- Get API Key: Navigate to your profile settings in Freshdesk and copy your API key. This key is required for the app configuration.
Step 2: Upload a custom app on Freshdesk
The integration is enabled by uploading a custom Ameyo application to your Freshdesk account.
Go to https://(your freshdesk domain).freshdesk.com/a/integrations/applications/#custom_apps or follow the following steps.
- Navigate to Apps: In your Freshdesk account, go to Settings and select Apps.

- Go to Custom Apps: Click on the Custom Apps tab.
- Select the "New Custom App" option.
- Upload App:
- Click the New Custom App button.
- You will be redirected to the Freshworks Developer portal. Here, select +Add New App.
- Choose Custom App.
- Upload the freshdesk.zip app file and fill in the required details, such as App Name and Support Email.


- Publish and Install:
- After uploading, select Publish.
- The app gets published after 5 to 10 minutes. Once published, you can find the app on the .customapp page of freshdesk or go to https://(your freshdesk domain).freshdesk.com/a/integrations/applications/#custom_apps
- Return to the Custom Apps page in Freshdesk and click Get Custom Apps.
- Find your newly published Ameyo app and click Install.

- Click on the "Install" button.

- Configure the App:
- During installation, you will be prompted to enter the Ameyo server domain (e.g., https://mycompany.ameyo.com:8443).
- Enter your Freshdesk API key in the format <API_KEY>:X
- Provide your Freshdesk domain without https://
- Click Save.


- Verify Installation: Reload your browser. The Ameyo toolbar icon will appear on the left-side panel of your Freshdesk dashboard. Clicking this icon opens the Ameyo login toolbar.
- Now, your app is listed. The green toggle button shows that the app is enabled.

- Reload your browser tab. Ameyo toolbar icon is displayed on the left-side panel on the Freshdesk dashboard.

- Click on the logo to open the Ameyo toolbar.
Step 3: Create custom field on Freshdesk
To properly log call outcomes, you must create custom fields in Freshdesk to store disposition data from Ameyo.
- Navigate to Ticket Fields: Go to Settings and select Ticket Fields.
- Create Text Fields: Add new single-line text fields to your ticket form.
- Recommended Setup:
- For a two-level disposition structure, create two fields with the labels Disposition and Sub-Disposition.
- For a single-level disposition, create one field labeled Sub-Disposition.

Step wise guide is provided below:
- Go to settings.
- Go to Ticket Fields.
- As shown below, dispositions and sub-dispositions are created as simple text boxes.

- Click on "Done".
- Below is the recommended way of creating custom fields.
- For two-level disposition
- Disposition
- Label: Disposition
- Sub Disposition
- Label: Sub-Disposition
- For one-level disposition
- Sub Disposition
- Label: Sub-Disposition
After executing the steps mentioned in this document, there will be few configurations done at the Ameyo DB as well, for which the details will be provided by the designated project manager/engineer
Have a question?
Our knowledgeable support team and an awesome community will get you an answer in a flash.
To ask a question or participate in discussions, you'll need to authenticate first.