With the Freshdesk integration switched on, every claim submitted through the portal becomes a Freshdesk ticket. The ticket holds a summary the customer can see, plus a private note for agents with the Claimlane link, the customer and order details and the action links.
Setup guide
The whole setup takes about two minutes and is done in the portal's flow settings.
Before you start
The ticket system settings are Devops only, so you need a Devops (sysops) login.
Have the customer's Freshdesk address and an API key ready. The next section explains how to get the key.
Step 1: Turn on the ticket integration
Go to Flow settings > Portal settings and start screen and scroll to Forwarding and ticket systems (Devops only).
Switch on Ticket integration (marker 1).
Click Update integration (marker 2) to open the integration settings.
Note: When you first switch the toggle on, the integration is created with Zendesk selected. Always open Update integration and change the provider, even if the toggle already looks done.
Step 2: Choose Freshdesk and add the connection details
In the Integration provider dialog:
Integration Provider (marker 1): choose Freshdesk. The dialog then shows only the two fields Freshdesk needs.
Base url (marker 2): the customer's Freshdesk address.
Client secret (marker 3): the customer's Freshdesk API key.
What goes in each field
Field | What it is | Example |
Base url | The address of the customer's Freshdesk account, exactly as it appears in the browser, with no path and no trailing slash. It must be the |
|
Client secret | The Freshdesk API key Claimlane uses to create tickets and post notes. Every ticket and note shows as created by the Freshdesk agent who owns this key. Claimlane stores it encrypted and only ever shows it as | The key from the agent's Freshdesk profile (see the next section) |
Good practice
Ask the customer to create a dedicated Freshdesk agent, for example "Claimlane", and use that agent's API key. Notes then read "Claimlane" instead of a colleague's name, and nothing breaks when that colleague leaves.
Never paste the API key into email, Slack or chat. It goes straight into the Client secret field.
Client id isn't used for Freshdesk, which is why it disappears once Freshdesk is selected.
Step 3: Choose the action links
Action links are Claimlane actions (for example a refund, a status change or a replacement order) that agents can run straight from the Freshdesk ticket. They appear in the ticket's private note under Custom Claimlane actions. Clicking one runs the action for all products on the claim, and Claimlane posts a private note on the ticket saying which action ran.
Action links are chosen per flow:
In Flow settings, select the flow under Flows (for example Claim).
Open the Advanced settings tab.
Find Custom actions for ticket systems integration and open the dropdown.
Tick every action agents should be able to run. You can select several actions, and each one becomes its own link in the ticket.
Tick as many actions as you need]
Note: If no actions are selected, tickets are still created, but with no action links. Repeat this step for every flow that sends tickets to Freshdesk.
How to get the Freshdesk API key
Every Freshdesk agent has a personal API key, found in that agent's profile settings. Whoever's key you use is who Claimlane posts as, so log in as the agent that should own the tickets and notes, ideally the dedicated "Claimlane" agent.
Freshdesk's own guide covers the same steps: Where can I find my API key?
Step 1: Open Profile settings
In Freshdesk, logged in as the agent the key should belong to:
Click the profile picture in the top-right corner.
Click Profile settings.
Step 2: View and copy the API key
On the My Profile Settings page, find View API Key in the right-hand column.
Click View API Key. Freshdesk may ask you to confirm (for example with a CAPTCHA) before it shows the key.
Copy the key and paste it into the Client secret field in Claimlane (Setup guide, step 2).
Keep the key working
The key stops working if the agent is deactivated or deleted, or if someone resets it on this page. New claims then fail to create tickets until the new key is entered in Claimlane.
If the key has been shared somewhere it shouldn't be, reset it on this same page and update the Client secret in Claimlane right away.
What a Freshdesk ticket looks like
Every claim submitted in the portal becomes one Freshdesk ticket. It has two parts: a description the customer can see, and a private note only agents can see.
Ticket properties
Field | Value |
Subject |
|
Requester | The customer who submitted the claim (name and email from the portal) |
Status / Priority | Open / Low |
Tags |
|
Description (visible to the customer)
The description is the customer's own request, so it shows as written by them.
Case information: the claim type, the order number, and a View request here link that opens the claim in Claimlane. Anyone opening the link needs a Claimlane login.
Products: for each product, the quantity, SKU, item name, the customer's description and the chosen solution.
Attachments: the customer's photos and documents, named after the product and file type, e.g.
Product 1: Photo of fault_….
Private note (agents only)
Link to Claimlane: opens the claim in Claimlane (login required).
Custom Claimlane actions: one link per action chosen in Setup guide step 3. Clicking one runs the action on all products in the claim.
Customer information: name, email, phone and address.
Order information: the order number and email from the order lookup.
Shipping labels, if the claim has any, are attached to this note.
Large claims
Freshdesk allows 20MB of attachments per message. If a claim's files add up to more, the rest arrive in extra private notes called Claim attachments (2/3), (3/3) and so on. A single file over 20MB (rare, since photos and videos are compressed when uploaded) appears in the private note as a link that stays valid for one year.
After an action runs
When an agent clicks an action link, Claimlane runs the action and adds a new private note to the ticket: Claimlane custom action - <action name>. If the action fails, the note says Claimlane custom action failed - <action name> instead, so agents always see the outcome on the ticket.