Freshdesk to Freshdesk integration
Freshdesk-Freshdesk integration
The Getint platform connects two Freshdesk instances to unify customer support across teams, regions, or business units. It supports fast ticket syncing, automated workflows, and shared visibility between help desks, helping reduce response times and keep both sides aligned. Follow this 2026 guide for a quick setup that works for businesses of all sizes. Use the Freshdesk-Freshdesk integration with Getint for better multi-instance support management.
Freshdesk-Freshdesk Licensing Model
The Freshdesk-Freshdesk licensing model with Getint fits various integration needs. Here is an overview:
Standard Licensing
A Getint license is required to enable data synchronization between the two Freshdesk instances.
This keeps setup simple and quick, with no extra configurations needed beyond the connection details.
Flexible License
For managed services companies or organizations integrating four or more instances (same or different tools), Getint provides a Flexible License. This custom option includes a set number of connections (up to 10 instances) with no tool limits. You can switch integrated tools anytime during the license term for maximum adaptability.
For licensing details, visit our Pricing Page.
Requirements to Build Your Integration
Comments are attributed to the user who created the connection. Therefore, we recommend using dedicated Service Accounts for both instances.
An API key is required for each Freshdesk instance. Learn more here: Access Tokens.
Setting Up Your Freshdesk-Freshdesk Integration
1. Access the Getint App
Log in to the Getint platform to begin configuring your integration.
2. Create Integration
Click Create Integration and select either:
Continuous Sync for ongoing synchronization.
Migration for a one-time data transfer.
3. Generate a Freshdesk API Key (First Instance)
Log in to your first Freshdesk account, click on your profile picture in the top right corner, and select Profile Settings.
In the sidebar on the right, click on the View API key button to access the API key.
Complete the CAPTCHA verification, if prompted, and copy the API Key for integration.
You can reset the API Key to stop an app from connecting to your helpdesk if you need to. Remember that doing so will also disconnect other apps that use the same key.
4. Generate a Freshdesk API Key (Second Instance)
Repeat the same steps in your second Freshdesk account: open Profile Settings, click View API key, complete the captcha if prompted, and copy the API Key.
5. Create a Connection with Both Freshdesk Instances
First Freshdesk Connection:
Select Freshdesk as the connection app, and click Create New Connection.
Enter your first Freshdesk instance URL in the URL field and click Next.
Assign a name to the connection and enter the API key as the password.
Add the connection and select it.
Second Freshdesk Connection:
Select Freshdesk as the connection app again, and click Create New Connection.
Enter your second Freshdesk instance URL in the URL field and click Next.
Assign a name to the connection and enter the API key as the password.
Add the connection and select it.
6. Configure Type Mapping
Quick Build: Use the Quick Build feature to automatically map fields and types between both instances, simplifying the process.
Manual Mapping: For greater control, manually map the types yourself. This approach lets you adapt the mapping to meet your specific needs. Click + Add type mapping to map the Freshdesk Incident type on one instance to the Incident type on the other.
For example, Service Request ↔ Service Request.
7. Configure Field Mapping
Select the fields to synchronize, such as Subject, Description, Agents, and Custom fields. In addition to this, for the Freshdesk connections to work, it is necessary to map some key fields:
Requester Mapping:
Link the Requester field on the first instance to the Requester field on the second instance.
Ensure that requesters on both instances are mapped to allow Getint to match them appropriately.
Status Field:
Freshdesk requires status mapping for the integration to work. You need to set a default value for ticket creation only, pointing to the receiving Freshdesk side, and then disable the status option on Update so it isn't picked up again when tickets are being updated in between syncs.
Priority Field:
Mapping the priority field is necessary for the integration's operation within Freshdesk.
After all fields and types have been configured, give your integration a distinctive name and save the settings.
8. Assignee Mapping
Use the assignee mapping option to match agents between the two Freshdesk instances, enabling precise synchronization of ticket ownership. For more details, visit our doc: Assignees (users) mapping.
9. Status Mapping
Map status fields to align between the two Freshdesk instances. For example, Open on one instance could be mapped to Open on the other.
10. How to Manage Comments & Attachments:
Check the Comments & Attachments tab. These settings are active by default, but you can modify them to fit your specific requirements.
Synchronization Directions
The platform supports three distinct logic flows for these items:
Bidirectional: Updates to comments or attachments in either instance will reflect in the other.
Unidirectional to the first instance: Data flows exclusively from the second Freshdesk to the first. Changes made in the first will not sync back.
Unidirectional to the second instance: Data flows exclusively from the first Freshdesk to the second. Changes made in the second will not sync back.
Disabling Sync
If your organization has strict data privacy policies or if these items are not relevant to a specific integration, you can disable comments and attachments entirely. This prevents any data transfer for these specific fields while keeping other mapped fields active.
Comment Privacy
You can control the visibility of comments synced between the two instances. The integration supports toggling between public and private comments freely, so you can configure public comments on one side to appear as private on the other, and vice versa. This gives your teams full control over what is visible to end users versus internal staff across both instances.
For a full overview of filtering logic, AND/OR conditions, and date-based filtering, refer to the Comments Filtering documentation.
11. Filtering Options
Customize synchronization by applying filters:
After completing your integration, add filters to each app by clicking the filter icon next to its app icon. This will affect the corresponding side of the integration.
Choose the filter scope:
ALL items filter: Rules will be verified for every item before synchronization.
NEW items filter: Rules will be verified only for newly created items that have not yet been synced.
SYNCED items filter: Rules will be verified for items that were already synced in the past.
Add values for the filters and click Apply. For more details on how to use the filter, refer to our Filtering Guide.
12. Test the Integration
Before deploying the integration to your production environment, perform a verification cycle to ensure data flows correctly between both Freshdesk instances.
Verification Steps
Initial Creation:
Create a test ticket in the first Freshdesk instance.
Create a test ticket in the second Freshdesk instance.
Confirm that the tickets appear in the respective instances according to your mapping rules.
Field & Feature Validation:
Updates: Modify a mapped field and confirm the change is reflected in the linked instance.
Comments & Attachments: Add a comment or upload a file to verify the sync direction and visibility.
Status Transitions: Change the status (e.g., move a ticket to "Pending") and verify the linked Freshdesk ticket updates accordingly.
Audit Logs:
Access the Logs tab within the platform.
Review the entries to confirm successful executions and identify any potential mapping errors or permission conflicts.
Conclusion
By following these steps, you have established a functional integration between two Freshdesk instances. This setup automates the synchronization of records, workflows, and communication, keeping support teams aligned across both help desks.
For further assistance, please contact us at the Support Center or Schedule a Demo.
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