Your support team hears from customers every day. Set up the Freshdesk integration with Aha! software to turn those conversations into actionable product ideas. Agents can search for existing ideas, link tickets and chats to them, and create new ideas in your ideas portal without switching tools.
When an idea's status changes or ships in Aha! software, the requester can see the update in Freshdesk so the support team and customers stay informed.
This integration was build by Freshworks. Read Freshworks' documentation for detailed instructions and a full list of available actions.
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Overview
With the Aha! app installed in Freshworks, support teammates can search for relevant ideas in Aha! software and link a ticket — adding a proxy vote on the customer's behalf. The integration searches idea names and descriptions to surface the best matches, making it easy to find what already exists.
When a customer request is unique, Freshdesk users can create a new idea directly from the ticket or a chat window in Freshchat. They fill out key fields (like the relevant product, idea name, and description) that map to corresponding idea record fields in Aha! software.
Prerequisites
Integration type |
Two-way |
Aha! level |
Account: API key |
Required permissions and versions |
Aha! account:
Freshdesk
|
Associated record types |
Ideas, proxy votes |
Generate an Aha! API key
To connect Freshdesk with Aha! software, you need an API key that authenticates requests from the integration. This key identifies your Aha! account so Freshdesk can create and update ideas securely on your behalf.
Navigate to User menu -> Settings -> Personal -> Developer.
Select Generate API key.
Give the API key a name. Then select Generate API key to continue.
On the next screen, copy the API key. Paste it somewhere safe — you will not be able to see it again.
Install the app in Freshdesk
To configure and use the integration, you install the Aha! app from the Freshdesk marketplace. This connects your Freshdesk account to Aha! software so agents can create and link ideas directly from support tickets and chats.
In Freshdesk, go to Admin → Apps.
Search for Aha!.
Select the Aha! app, then click Install.
Enter your Aha! domain (for example,
example.aha.io).Enter your Aha! API key.
Click Authenticate account. Agents will be able to link to and create ideas in all workspaces, according to their Aha! Ideas permissions.
(Optional) Set Create ideas as requester if you want the customer to be the idea creator in Aha! software.
For more details, read Freshworks documentation for the Aha! app and our integration guides, or contact our Customer Success team at support@aha.io.
Best practices
Search for existing ideas first. Search for ideas in Aha! Ideas from Freshdesk before you create a new one. When you link a ticket to an idea, the integration adds a proxy vote on the customer's behalf.
Write clear idea names and descriptions. Use straightforward titles and descriptions so the integration can surface the best matches when agents search from Freshdesk.
Link every relevant ticket or chat. Link each ticket or chat that relates to a known idea so you capture the full volume of customer feedback in Aha! Ideas.
Keep idea statuses up to date. Update idea statuses in Aha! Ideas so status changes flow back to Freshdesk and requesters can see the latest information.
Gain even more customer insights using the feedback collector. Elle, our AI assistant, detects feature requests in Freshdesk conversations and automatically logs them as ideas for consideration.