Connect Freshdesk to Sage CRM
Bridging your CRM and support desk means your sales and support teams always have the same context. Connect Freshdesk to Sage and create tickets directly from deal records — the ticket status syncs back to the activity timeline so you can track support alongside the sales process.
What you'll need
- An Appalix account on the Pro plan or above
- A Freshdesk account — free tier is supported
- Your Freshdesk subdomain (e.g.
yourcompany.freshdesk.com) - A Freshdesk API key — agent-level access is sufficient
Step 1 — Find your Freshdesk API key
- Log in to your Freshdesk account at
yourcompany.freshdesk.com. - Click your profile avatar in the top-right corner.
- Select Profile Settings.
- Scroll down to the Your API Key section on the right side of the page.
- Click Copy to copy the key.
Step 2 — Paste your credentials into Sage
- In Appalix, go to Sage → Integrations.
- Under the Tickets section, find the Freshdesk card and click Connect.
- Enter your Domain — the full subdomain, for example:
yourcompany.freshdesk.com - Paste your API Key into the API Key field.
- Click Save & Connect.
Sage will verify the credentials by making a test API call to your Freshdesk domain. A green "Connected" badge will appear if successful.
How it works
- Open any deal in Sage and look for the Create Ticket option in the activity panel.
- Fill in the ticket subject, description, and priority. The requester email is pre-filled from the primary contact.
- Click Create Ticket. A new ticket is created in Freshdesk and a link is logged to the deal's activity timeline.
- When the ticket status changes in Freshdesk (e.g. from Open to Resolved), the update syncs back to the Sage timeline automatically.
Frequently asked questions
Which Freshdesk plan do I need?
Freshdesk's free tier (Sprout) supports API access, so you can use this integration at no extra cost on Freshdesk's side.
Will tickets created in Freshdesk directly (not via Sage) also appear in the timeline?
Only tickets created through Sage are linked to deals and logged to the timeline. Tickets created independently in Freshdesk are not automatically associated with a deal.
Can I link multiple tickets to the same deal?
Yes — you can create as many tickets as you need from a deal. Each one is logged as a separate activity item with a direct link to the Freshdesk ticket.
How do I disconnect?
Click Disconnect on the Freshdesk card in Sage Integrations. Existing ticket links in timelines remain visible but no new tickets can be created until reconnected.
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Ready to connect Freshdesk to Sage?
Grab your Freshdesk API key, paste it into Sage Integrations, and start creating support tickets directly from your CRM deals.
Go to Sage Integrations →