> For the complete documentation index, see [llms.txt](https://docs.openiam.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.openiam.com/connector-configuration/freshdesk.md).

# Freshdesk connector

Configure the Freshdesk connector to provision users as Freshdesk contacts using the Freshdesk REST API and an API key.

The **Freshdesk connector** (`freshdesk-connector-rabbitmq`) provisions users to [Freshdesk](https://www.freshworks.com/freshdesk/) over its REST API (`/api/v2`). Users are provisioned as Freshdesk **contacts**.

| Operation                                       | Supported                                  |
| ----------------------------------------------- | ------------------------------------------ |
| Create / update user (Save)                     | ✅ (as a Freshdesk contact)                 |
| Delete user                                     | ✅                                          |
| Test connection                                 | ✅                                          |
| Suspend / resume, reset password, search, login | ❌ Not implemented in the current connector |
| Group provisioning                              | ❌ Not implemented in the current connector |

{% hint style="warning" %}
The connector ships handler classes for the full operation set, but only **save, delete, and test connection** are implemented — the remaining operations are empty stubs and perform no action against Freshdesk. Plan your integration around create/update/delete of contacts.
{% endhint %}

## Use cases

* Keeping **Freshdesk contacts in step with the identity lifecycle** — create and remove contacts as people join and leave.
* **Not** the page for single sign-on *into* Freshdesk — SSO is a separate, federation-side configuration.
* If you need agent/group provisioning or richer lifecycle operations in Freshdesk, plan for a custom integration — this connector covers contacts only.

## Versions and compatibility

The end application is **Freshdesk**, reached over its REST API. The connector appends `/api/v2/...` to the host you set on the managed system, so the API version is fixed at **v2** while the host is yours.

<table><thead><tr><th width="211">Property</th><th>Value</th></tr></thead><tbody><tr><td><strong>Platform</strong></td><td>Freshdesk</td></tr><tr><td><strong>Interface</strong></td><td>Freshdesk REST API <strong>v2</strong>, over HTTPS</td></tr><tr><td><strong>Host</strong></td><td>The managed system's URL, for example <code>https://yourcompany.freshdesk.com</code></td></tr><tr><td><strong>Objects used</strong></td><td><code>agents</code>, <code>contacts</code>, <code>groups</code>, <code>roles</code>, <code>companies</code></td></tr></tbody></table>

## Prerequisites

* A Freshdesk **API key** — it belongs to a Freshdesk agent (profile settings → API key); the agent needs privileges to manage contacts.
* Network access from the connector host to `https://<your-domain>.freshdesk.com` (HTTPS).

## Installing the connector

### Kubernetes

In Kubernetes deployments, the connector is deployed as part of OpenIAM — enable it in your deployment configuration; no separate installation is required.

### RPM

Run the connector JAR directly:

{% code overflow="wrap" %}

```bash
java -Dlogging.level.root=INFO -Dconfpath=/data/openiam/ -jar freshdesk-connector-rabbitmq.jar > freshdesk.out &
```

{% endcode %}

Or, when managed by systemd, use the connector service unit (`openiam-connector@freshdesk-connector-rabbitmq`). To deploy on a separate host, see [Connectors via RPM](/installation/rpm/rpm-single-node/add-a-connector.md).

## Starting, stopping, and restarting

<table><thead><tr><th width="180">Deployment</th><th>Commands</th></tr></thead><tbody><tr><td>RPM (systemd)</td><td><code>systemctl start|stop|restart openiam-connector@freshdesk-connector-rabbitmq</code></td></tr><tr><td>RPM (manual)</td><td>Start with the <code>java -jar</code> command above; stop by killing the process.</td></tr><tr><td>Kubernetes</td><td><code>kubectl rollout restart</code> the connector deployment.</td></tr></tbody></table>

## Command-line parameters and properties

The connector is a Spring Boot application. Its defaults ship inside the jar, and you override them in either of two places:

* **An external property file**, read at `${confpath}/conf/properties/freshdesk-connector-rabbitmq.properties`. The file is optional, and `confpath` is itself a system property, set with `-Dconfpath=/data/openiam/`.
* **Directly on the command line**, as `-D` arguments, which win over the file.

{% code overflow="wrap" %}

```bash
java -Dconfpath=/data/openiam/ -Dlogging.level.root=INFO -Dorg.openiam.connector.queue=FRESHDESK_Connector_1_Request -jar freshdesk-connector-rabbitmq.jar
```

{% endcode %}

<table><thead><tr><th width="306">Property</th><th>Default</th></tr></thead><tbody><tr><td><code>org.openiam.connector.queue</code></td><td><code>FRESHDESK_Connector_1_Request</code></td></tr><tr><td><code>org.openiam.connector.queueResponseName</code></td><td><code>FRESHDESK_Connector_1_Response</code></td></tr><tr><td><code>org.openiam.connector.name</code> / <code>.type</code></td><td><code>Freshdesk</code> / <code>Freshdesk Connector</code></td></tr></tbody></table>

The connection details themselves are **not** set here — they are managed system parameters, covered under [Configuring the managed system](#configuring-the-managed-system).

## Verifying the connector is running

{% stepper %}
{% step %}
In the Webconsole, open the managed system — the **Running connector status** indicator must be green.
{% endstep %}

{% step %}
Click **Test Connection** — it must return success.
{% endstep %}

{% step %}
In the RabbitMQ management console, confirm the `FRESHDESK_Connector_1_Request` queue exists and has a consumer.
{% endstep %}

{% step %}
Check the connector log for startup errors.
{% endstep %}
{% endstepper %}

## Troubleshooting

| Symptom                                                      | Likely cause                                                          | Resolution                                                                       |
| ------------------------------------------------------------ | --------------------------------------------------------------------- | -------------------------------------------------------------------------------- |
| Connector never receives messages                            | Queue-name mismatch                                                   | The connector record's queue must equal `FRESHDESK_Connector_1_Request` exactly. |
| Operations fail with `401`/`403` from Freshdesk              | Wrong API key, or the key's agent lacks contact-management privileges | Regenerate/verify the API key and the agent's role.                              |
| Suspend/reset/search "appear to succeed" but nothing changes | Those operations are unimplemented stubs                              | Expected — see the operations table above.                                       |
| A sync configured against Freshdesk returns nothing          | Search is not implemented                                             | Use Freshdesk as a provisioning target only.                                     |

See also: [general connector troubleshooting](/connector-configuration/4-troubleshootingconnector.md) and the [connector error-code reference](/connector-configuration/4-troubleshootingconnector.md#connector-error-codes).

## Registering the connector in OpenIAM

Register the connector under **Provisioning → Connectors** and attach it to the managed system — see [Registering the connector](/administration-guide/lifecycle/connectors-and-managed-systems.md). Match the queue name exactly:

## Configuring the managed system

<table><thead><tr><th width="185">Managed-system field</th><th>Value</th></tr></thead><tbody><tr><td><strong>URL</strong></td><td>Your Freshdesk domain base URL, e.g. <code>https://&#x3C;your-domain>.freshdesk.com</code>. The connector appends <code>/api/v2/…</code>.</td></tr><tr><td><strong>Password</strong></td><td>Your Freshdesk <strong>API key</strong>. It is sent using Freshdesk's standard scheme — the API key as the Basic-auth username with a fixed <code>X</code> password.</td></tr></tbody></table>

## Attribute mapping and policy map

Map OpenIAM user attributes to the Freshdesk contact fields (name, email, and related contact data) in the managed system's [policy map](/administration-guide/lifecycle/policy-map.md).

## Reconciliation and synchronization

The search operation is **not implemented** in the current connector, so Freshdesk cannot serve as a synchronization source — provision *to* Freshdesk rather than importing from it.


---

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