Connect to Freshdesk

Overview

This guide will walk you through establishing a connection required for the Freshdesk integration. It is divided into three sections. 

• Before You Begin
• Obtain API Key and Subdomain
• Establish Connection

Section 1: Before You Begin

Freshdesk Administrator Role

• The Customer must have the Account Administrator role.

Important Notes

• The values listed below are found in Freshdesk. The Customer will obtain these values in Section 2. It's important to store these values somewhere safe until they're ready to use in Section 3. 
  
  • • API Key
    • Subdomain

Section 2: Obtain API Key and Subdomain 

Task 1: Obtain API Key

This task will be completed by the customer. 

• Step 1: Log in to your Freshdesk account.
• Step 2: Click the profile icon located at the top right of your screen.

• Step 3: Select Profile settings from the drop-down menu.

• Step 4: On the next screen, click the View API Key button located near the top right of your screen.

• Step 5: Your API Key will appear. Copy it, and paste it somewhere safe to use in Section 3.

Task 2: Obtain Subdomain 

This task will be completed by the customer.

• Step 1: Still logged in to Freshdesk, find the URL in your address bar. Copy the first part as shown in the screenshot below. This will be used in Section 3. 
  • • Note: Do not include "https://" in the subdomain.

Section 3: Establish Connection

Task 1: Paylocity Representative Generates Link

This Task will be completed by a representative from Paylocity while on a call with the Customer. 

• Step 1: On the left menu, click/expand Integration Management.

• Step 2: Click Apps from the drop-down menu.

• Step 3: Scroll down until you see the Freshdesk application. Click the application icon or anywhere within the row where the Freshdesk application is located.

• Step 4: You will be taken to the Freshdesk screen. Click the App Options button on the top right of your screen.

• Step 5: Select Generate link from the drop-down menu.

• Step 6: A link will appear under the App Options button. Copy the link by highlighting the text, right-clicking, and selecting Copy.

• Step 7: At this point, Paylocity will provide the link to the Customer while on the call and keep the current Cloudsnap page open. 

Task 2: Customer Connects to Freshdesk

This Task will be completed by the Customer while still on the call with their Paylocity representative. 

• Step 1: Paste the link into your browser. It will take you to the Connect Paylocity to Freshdesk screen. The fields are Subdomain and API Key. These values were obtained in the previous section. 
  • • Note: Do not include "https://" in the subdomain.

• Step 2: Click Update App. 

• Step 3: You will see the screen shown below. This indicates that your credentials were stored for the integration.

Task 3: Paylocity Tech Services Confirms Connection in Cloudsnap

This Task will be completed by a representative from Paylocity while on the call with the Customer. 

• Step 1: After the Customer confirms that their credentials have been stored (Section 3, Task 2, Step 4), click the Test Connection button in Cloudsnap at the top right of your screen. If you are no longer on the Freshdesk page in Cloudsnap, follow Steps 1-3 in Task 1 of this section. 
  • If successful, a green check mark will appear to the left of the Test Connection button. 
    • If the connection succeeds, this indicates that the Freshdesk connection has been established, and the connection can be used for Freshdesk.
    • If the connection fails, check and correct the Freshdesk credentials.