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Paligo to Freshdesk

Paligo can publish directly to Freshdesk, so you can use Paligo's powerful authoring features to create content, while still using your Freshdesk help center to support customers.

When you set Paligo to publish to Freshdesk for the first time, there are some extra steps you need to take, such as setting up an API key and integration. Once these are in place, any further publications to Freshdesk will be much simpler - you will just publish and choose a Freshdesk layout.

To set Paligo to publish to Zendesk for the first time complete steps 1-3:

Step 1: Get an API Key and Folder ID in Freshdesk

To connect to Freshdesk, Paligo needs an API key and a folder ID. You can find both of these in your Freshdesk.

  1. Log in to your Freshdesk account.

    Note

    You need to log in via a user account that has administrator permissions.

  2. Select your profile to display a menu, and then select Settings.

  3. On the Profile Settings page, make a note of the API Key. You will need to enter this key in Paligo.

    The Your API Key information as shown in the Freshdesk interface. It shows the API key as an alphanumeric string and there is a Reset API Key button.

  4. Select Solutions, find the Category that you want Paligo to publish to, and then select the Folder that will contain the content. In Freshdesk, you can add new categories and folders if needed.

    Freshdesk interface. There are numbered callouts on the image: 1 is over the Drafts section, 2 is over the Categories section, and 3 is over a folder.

    Select Solutions (1), find the Category (2), select a Folder (3).

    Note

    Paligo publishes topics to a folder in Freshdesk. For this reason, you need to have a folder in place, and not just a category.

  5. Select View on Portal (it is near the New Article button). The folder's page will display in the browser.

    Freshdesk interface. A close up of the settings in the top corner of the interface. There is a New article button, an unnamed icon, and the cursor is over a View on Portal icon.

  6. Make a note of the number at the end of the address in the browser. This is the folder ID and you will need to enter this in Paligo.

    The address bar from a web browser. It shows the URL of a freshdesk instance. Towards the end of the URL, there is folders followed by a forward slash. After the forward slash, there is a number. This number is the Folder ID.

Next, you will add the API key and folder ID to the Freshdesk integration settings in Paligo.

Step 2: Connect Paligo to Freshdesk

When you have an API key and folder ID from Freshdesk, you can set up an integration in Paligo. The integration allows Paligo to connect to your Freshdesk and:

  • Import content when you first migrate from Freshdesk to Paligo

  • Publish content from Paligo to Freshdesk.

  1. Log in to Paligo via a user account that has administrator permissions.

  2. Log in to Paligo via a user account that has administrator permissions.

  3. Select the avatar in the top-right corner. User avatar. It shows the user's image and their name. Next to the name is a downward pointing arrow, which when selected, reveals a menu.

  4. Select Settings from the menu. Cog icon.

  5. Select the Integrations tab. Jigsaw piece icon.

    Paligo settings. The Integrations tab is highlighted.

  6. In the Freshdesk box, select Add (or Change if an integration has been set up previously).

  7. Enter the connection details for your Freshdesk:

    Freshdesk integration settings dialog. It shows the URL for the Freshdesk instance, the API Key that Paligo needs to connect to Freshdesk, and the Folder ID of the folder to publish to. There is also a setting for choosing whether to use the Paligo gateway when connecting to Freshdesk.

    • Your Freshdesk url: Enter the web address of your Freshdesk. Note that the https:// prefix and .freshdesk.com suffix are already in place.

    • API key: Enter the API key into this field. Paligo and Freshdesk use the API key to authorise the connection.

    • Folder ID: Enter the folder ID for the Freshdesk folder. Paligo will copy and transfer the Paligo content to this folder. To find the folder ID, display the folder in Freshdesk and look at the URL in the address bar. The URL contains two IDs, one for the category and one for the folder. You need to use the second ID, which is the ID for the folder.

      The address bar from a web browser. It shows the URL of a freshdesk instance. Towards the end of the URL, there is folders followed by a forward slash. After the forward slash, there is a number. This number is the Folder ID.

  8. Select Save.

  9. Select the Change button for the integration.

  10. Select Test Settings to run a connection test.

    Test_Reset_Settings_Integrations_small.jpg

  11. If the settings are:

    • Correct, Paligo shows a green success notification.

    • Incorrect, Paligo shows a red failure notification.

      Check each connection setting carefully, to make sure you have not made any mistakes and try again.

      If the connection test continues to fail, contact Paligo support for assistance.

You have now set Paligo to connect to your Freshdesk. The next step is to publish content to Freshdesk.

Step 3: Publish your Paligo Content to Freshdesk

  • On the Settings tab, select HTML.

    The publishing settings in Paligo. The HTML output button is selected.

  • Choose the Freshdesk layout that you want your publication to use.

    As this is your first time connecting Paligo to Freshdesk, we recommend that you choose the built-in Freshdesk layout.