{"id":4239,"date":"2022-09-08T18:41:19","date_gmt":"2022-09-08T21:41:19","guid":{"rendered":"https:\/\/www.bybrand.io\/docs\/?post_type=ht_kb&#038;p=4239"},"modified":"2025-08-18T16:48:39","modified_gmt":"2025-08-18T19:48:39","slug":"freshdesk-issues-update","status":"publish","type":"ht_kb","link":"https:\/\/www.bybrand.io\/docs\/article\/freshdesk-issues-update\/","title":{"rendered":"Possible issues with the Freshdesk integration"},"content":{"rendered":"\n<p>We&#8217;ve gathered the frequent issues with the Freshdesk integration for when you try to update an email signature for a support agent&#8217;s account.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Sprout or Free plan<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>An alternative is to update the signature manually to the agent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">API key has changed<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>More information on copying the Freshdesk API key:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/215517\">https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/215517<\/a><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"510\" src=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-1024x510.png\" alt=\"Popying Freshdesk API key.\" class=\"wp-image-4233\" srcset=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-1024x510.png 1024w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-300x149.png 300w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-768x382.png 768w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-50x25.png 50w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-60x30.png 60w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api-100x50.png 100w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_api.png 1487w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Below is a video showing how to renew your Freshdesk API key with Bybrand. Reinstalling the integration doesn&#8217;t affect agents&#8217; email signatures.<\/p>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1080\" style=\"aspect-ratio: 1920 \/ 1080;\" width=\"1920\" controls src=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/Freshdesk_Reinstall.mp4\"><\/video><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Integration unlinked in automation<\/h2>\n\n\n\n<p>If, for some reason, you remove the integration from the settings, you will need to relink it in the automation. A warning message always appears if a Freshdesk domain is not linked to the automation.<\/p>\n\n\n\n<p>Example of an error when trying to run the <strong>Bulk Update <\/strong>action.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"913\" height=\"532\" src=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration.png\" alt=\"Integration unlinked in department\" class=\"wp-image-5799\" style=\"width:668px;height:389px\" srcset=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration.png 913w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration-300x175.png 300w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration-768x448.png 768w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration-50x29.png 50w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration-60x35.png 60w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2024\/09\/freshdesk_rel_department_integration-100x58.png 100w\" sizes=\"auto, (max-width: 913px) 100vw, 913px\" \/><\/figure>\n\n\n\n<p>To resolve this issue, simply link the Freshdesk integration domain by clicking on the Select link. After saving the change, go back to the <strong>Bulk Update<\/strong> action; the warning message will no longer appear.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">No primary permission<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The agent is removed or inactive<\/h2>\n\n\n\n<p>For some reason, the agent was removed in Freshdesk, and you didn&#8217;t update the agent list in Bybrand. When trying to upgrade to an inactive agent, it will also show an error.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Incorrect Domain<\/h2>\n\n\n\n<p>Make sure you enter your Freshdesk account domain exactly during installation. The correct domain follows the format <code>companyname.freshdesk.com<\/code>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"803\" height=\"303\" src=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list.png\" alt=\"Freshdesk add domain in Bybrand\" class=\"wp-image-6894\" srcset=\"https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list.png 803w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list-300x113.png 300w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list-768x290.png 768w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list-50x19.png 50w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list-60x23.png 60w, https:\/\/www.bybrand.io\/docs\/wp-content\/uploads\/2022\/09\/freshdesk_domain_list-100x38.png 100w\" sizes=\"auto, (max-width: 803px) 100vw, 803px\" \/><\/figure>\n\n\n\n<p>Avoid using variations like <code>www.companyname.freshdesk.com<\/code> or inserting links to internal pages within the Freshdesk dashboard. If in doubt, log in to your Freshdesk account and check your browser&#8217;s address bar to confirm the exact domain.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Email signature with Emojis<\/h2>\n\n\n\n<p>Currently, Freshdesk does not support emojis in the email signature, so if you add emojis the line content will not appear. Alternatively, you can replace emojis with icons.<\/p>\n\n\n\n<p>Find free icons on <a href=\"https:\/\/www.iconfinder.com?ref=bybrand\" target=\"_blank\" rel=\"noreferrer noopener\">Iconfinder.com<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>If you need any clarification or have any problems, don\u2019t hesitate to contact our customer support via email (<strong>help@bybrand.io<\/strong>) or chat.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Frequent issues with the Freshdesk integration for when you try to update an email signature for a support agent&#8217;s account.<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[58],"ht-kb-tag":[],"class_list":["post-4239","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-freshdesk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Possible issues with the Freshdesk integration - 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