Freshdesk questionnaire

Share this page with your Freshdesk admin before you set up the Freshdesk integration. With these answers you can complete the Xyte wizard yourself.

What the integration does: every Xyte device incident creates a Freshdesk ticket, keeps its subject and priority up to date, and resolves (or closes) it when the Xyte incident is resolved. Optionally, changes made in Freshdesk sync back to Xyte.

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Hand over secrets securely
Don't write the API key into this questionnaire. Pass it on through a password manager.

1. Owners

#	Question	Why Xyte needs it	Answer
1.1	Who is the Freshdesk admin for this project (name, email)?	They provide the agent, API key and, optionally, the automation rule.
1.2	Which group works the tickets Xyte creates?	Decides the field values in section 3.

2. Account and access

#	Question	Why Xyte needs it
2.1	What is your Freshdesk subdomain? (`acme` for `https://acme.freshdesk.com`)	Entered in the Account step, without `https://` or `.freshdesk.com`.
2.2	Is there a dedicated agent seat for Xyte? Can it create and edit tickets?	Tickets are created as this agent, using its API key.
2.3	Confirm the agent's API key is ready to hand over securely (Profile Settings → View API Key).	Entered in the Account step.
2.4	Which requester email should Xyte tickets use (e.g. `[email protected]`)?	Entered in the Account step and set as the requester on every ticket. A dedicated address makes Xyte tickets easy to filter. Unknown addresses become a new contact.
2.5	Does Freshdesk restrict API access by IP address?	If yes, contact [email protected] before setup.

3. Ticket fields

#	Question	Why Xyte needs it
3.1	Which ticket fields are mandatory on creation?	Each needs a value in Ticket Fields, or Freshdesk rejects the ticket. Xyte can set custom fields and type, group, agent, product and source.
3.2	For each field in 3.1: a fixed value (e.g. `category = Hardware`) or a Xyte value (device name, serial, MAC, model, space…)?	Becomes one row in Ticket Fields.
3.3	Do you want a custom subject or description (e.g. `{title} - {priority} - {space_name}`)?	Set in Templates. Leave blank for Xyte's default.
3.4	Is the default priority mapping fine? Critical → Urgent, High → High, Moderate → Medium, Low/Planning → Low.	The mapping is fixed. Use Filtering to send fewer incidents.

4. Closing tickets

#	Question	Why Xyte needs it	Answer
4.1	Should Xyte set tickets to Resolved (keeps CSAT surveys and auto-close) or Closed?	Set as Close tickets as in Ticket Fields.
4.2	Which fields are required before a ticket can be resolved or closed? What value should each get?	Set under required-for-closure fields, or the close is rejected.

5. Sync from Freshdesk back to Xyte (optional)

#	Question	Why Xyte needs it
5.1	Should changes in Freshdesk (subject, priority, resolve/close) update the Xyte incident?	Needs an automation rule. If no, skip this section.
5.2	Who can create a Ticket Updates automation rule with a Trigger Webhook action (Admin → Workflows → Automations)?	Xyte's wizard gives the URL, token and content to paste.
5.3	Will the rule be limited to the requester email from 2.4?	Only tickets Xyte created are sent.
5.4	Are tickets ever merged or recreated? If yes, can you add a single-line text field whose API name is `cf_xyte_incident_id` (label it `xyte incident id`)?	Keeps matching working if the ticket ID changes.

6. Scope

#	Question	Why Xyte needs it	Answer
6.1	Should every Xyte incident create a ticket, or only those at or above a minimum priority? Xyte's order is Critical > High > Moderate > Low > Planning, so a minimum of High sends High and Critical.	Set in Filtering.

Where the answers go in Xyte

Wizard step	Answers
Account	2.1–2.4
Ticket Fields	3.1, 3.2, 4.1, 4.2
Templates	3.3
Two-way sync	5.1–5.4
Filtering	6.1
Enable	—

Next: follow the Freshdesk setup guide.