This post is also available in: Português
We’ve gathered the frequent issues with the Freshdesk integration for when you try to update an email signature for a support agent’s account.
Sprout or Free plan
Freshdesk API access is unavailable for the Sprout (old) or Free plan. Therefore, if your account is on this plan, it is impossible to use the integration.
An alternative is to update the signature manually to the agent.
API key has changed
If this happens, Bybrand loses permission to update the signature to the agent account remotely. To fix this, remove the previous integration with the old API key, then add it again with the new key.
More information on copying the Freshdesk API key:
No primary permission
The API key must be that of the primary Freshdesk account, with permission to impersonate all agents. Thus, Bybrand can update the email signature of any agent.
The agent is removed or inactive
For some reason, the agent was removed in Freshdesk, and you didn’t update the agent list in Bybrand. When trying to upgrade to an inactive agent, it will also show an error.
If you have any questions or problems, don’t hesitate to contact our customer support via email (help@bybrand.io) or chat.