Freshdesk: history and live updates
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Open Settings → Integrations → Freshdesk → Sync history & schedule. The Ticket history & live updates panel has two parts.
Setup guide. The panel opens with a numbered, step-by-step guide for everything to do after connecting (including the exact Freshdesk automation settings).
History. Set how many months of tickets the first sync reads (1 to 48, default 24). After that, scheduled syncs only fetch what changed since the last successful run, so a failed run can never make Clynto skip tickets. Sync now starts in the background (a long history takes a few minutes) and shows up in the sync history.
Live updates. Click Enable live updates, then in Freshdesk go to Admin → Workflow Automations → Ticket Creation (and Ticket Updates for customer replies) and add the action Trigger Webhook: method POST, JSON, the URL and body shown in the panel. A new ticket or customer reply then appears in Clynto within seconds. The URL contains a secret; Rotate secret replaces it and the old URL stops working. The scheduled sync stays on as a safety net.
What Clynto does with a Freshdesk email. It records the customer's message like any inbound email, so "customer emails us" workflows, the New email notification and the AI reading of the email all work. Whether the customer is auto-replied to is decided by your own Inbound Auto-Reply workflows (per profile, with their auto-send switch), exactly as for any other inbound email; there is no separate Freshdesk switch. If Freshdesk also auto-replies, switch one of them off. You can always reply yourself from a ticket in Clynto; it goes out from your own Gmail or Outlook. If the same email also reaches Clynto through your Resend forwarding address, the copy that arrived first stays and the later one is hidden. A "Re: …" ticket is joined to the earlier ticket of the same subject from the same company. If a colleague forwards a customer's email into Freshdesk, Clynto reads the customer from the forwarded block (needs your own domains listed under Settings → Workspace → Workspace details → Our domains).