# Freshdesk

## Overview

* **Categories**: *coming soon*
* **Use Cases**: [Master Data](/use-cases/stammdaten.md), Tickets
* **API Dokumentation**: [Link](https://developers.freshdesk.com/api/)

## Description

Freshdesk is a cloud-based helpdesk system that offers solutions for customer service.

## Use Cases

### 1. Master data

#### Overview

* [General Information](/use-cases/stammdaten.md)
* All new and updated contacts are synchronized from Freshdesk to QL

#### Entities

| ERP     | Freshdesk |
| ------- | --------- |
| Clients | Contacts  |

#### Field mapping

**Clients (ERP) - Contacts (Freshdesk)**

| ERP           | Freshdesk          |
| ------------- | ------------------ |
| No            | Unique External ID |
| Ext Client ID | ID                 |
| Email         | Email              |
| Forename      | First name         |
| Surename      | Last name          |
| Tel No 1      | Mobile             |
| Tel No 2      | Phone              |

### 2. Tickets

#### Overview

* All new and updated tickets are synchronized from Freshdesk to QL

#### Entities

| ERP      | Freshdesk |
| -------- | --------- |
| Contacts | Tickets   |

#### Field mapping

**Contacts (ERP) - Tickets (Freshdesk)**

| ERP              | Freshdesk                           |
| ---------------- | ----------------------------------- |
| No               | QL Contact Number (custom field)    |
| Client ID        | Contact - Unique External ID        |
| Brief Desc       | Subject                             |
| Full Desc        | Description                         |
| Class Level 1    | *Based on custom categories field*  |
| Class Level X... | *Based on custom categories fields* |


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://connect-docs-uk.locoia.com/partner-and-apps/freshdesk.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.