Connect Glassdesk to your Freshdesk

Glassdesk answers Tier-1 tickets from your own help center — every reply cited and confidence-scored, anything uncertain escalated to a human. It starts in shadow mode: private notes only, nothing reaches a customer until you say so. Learn more.

Listed on the Freshworks Marketplace — reviewed and published by Freshworks. Glassdesk is also on the Gorgias App Store.

.freshdesk.com

New trial? Enable the key first. Freshdesk ships API key access switched off: go to Admin → Agents, open your agent, and under Security and permission turn on API Key, then Update agent.

Then copy it: click your profile picture → Profile settings → View API key.

✓ Connected — your key checked out against your Freshdesk.

One step left: add the webhook rule in Freshdesk

  1. 1In Freshdesk, open Admin → Workflows → Automations → Ticket Creation → New rule.
  2. 2Condition: On tickets with these properties → match any ticket (e.g. Source is any of all sources).
  3. 3Action: Trigger webhook — request type POST, paste the URL below, tick Custom headers and paste the header below (already in the JSON format Freshdesk expects), set body to Advanced (JSON) and paste the body.
  4. 4Now repeat steps 1–3 under Ticket Updates, with the condition Customer replies to ticket. Same URL, header and body.
    Ticket Creation only fires once, when the ticket opens. Without this second rule Glassdesk answers the first message and never sees your customer's reply.
URL
Header
Body
Nothing reaches your customers yet. New tickets now get a private Glassdesk draft note for your team only. Next, add your help-center URL in the Glassdesk dashboard — Glassdesk ingests it and runs an accuracy report before you switch anything live.

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Card required, nothing charged today. Flat monthly pricing — never a per-resolution success tax. The smaller plans are hard-capped so the bill cannot run away; the top plan includes a large monthly allowance, then a small per-resolution rate shown up front. Compare plans. Already on a plan? Skip this.

Starter Growth Scale

Flat monthly pricing — never a per-resolution success tax. The smaller plans are hard-capped so the bill cannot run away; the top plan includes a large monthly allowance, then a small per-resolution rate shown up front — see pricing. Questions: jeevan@getglassdesk.com.