Overview provides an integration with Freshdesk available in the Freshdesk App Marketplace.
You can view our app description and see more information here:

Installation instructions

Register for an account at
Make note of your account licence key at
Generate a new private/public key pair following our article:
Make sure you can access the contents of your private.pem file, as you will need to copy it later. For example, using the command cat private.pem in the directory of your downloaded key will print the contents to a terminal window.
You must keep your private key secure at all times as it grants access to your account.
Install the Freshdesk app from the app gallery (Admin -> Settings -> Apps and search or from the marketplace link:
Add your licence key and private key when prompted (include the first and final lines that look like -----BEGIN/END PRIVATE KEY-----). API can be left as-is, unless you are using an account on our EU Cloud or a self-hosted instance.
Add your licence key and private key in the boxes.
Afterwards, click install for the app to install. You can check successful installation by going to Manage Apps in the Admin settings to see if is there and enabled.
The app is installed and enabled.
The app should then appear in the left-hand sidebar after one or two page refreshes (you may need to log out/in again).
The app, once loaded and our SDKs have been installed into your website/apps.
To make devices appear (as in the screenshot), your next step is to install our SDKs for your platforms. You can find the links for each platform here:

Connect from the Freshdesk app

After installation, you can then connect to the correct device of the customer to cobrowse:

Connect from Freshchats (within Freshdesk)

Within your Freshdesk account, serve chats with the app in the background. Ask users to generate support codes using your supported method, and send them to you in the chat!

Connect in ticket/contact view

  • The installation steps to be complete
  • user_email custom data to be set on the SDK-side, that matches the email in the ticket/contact
You will see the device appear to connect to in the sidebar app!