Connect Freshdesk as Your Help Center
Pageloop integrates with Freshdesk so you can manage your Help Center articles without leaving Pageloop. By connecting Freshdesk, Pageloop can read your existing articles, scan them for outdated content, create new article drafts, and push updates directly to your Freshdesk Help Center. This keeps your documentation accurate and up to date, ensuring your customers and support AI agents always have access to reliable information.
Before You Begin
Before connecting Freshdesk to Pageloop, make sure you have the following:
A Freshdesk account with access to the Solutions (Help Center) section.
Your Freshdesk subdomain -- this is the part of your Freshdesk URL before .freshdesk.com. For example, if your Freshdesk URL is https://yourcompany.freshdesk.com, your subdomain is yourcompany.
A Freshdesk API key -- you can find this in your Freshdesk account under your profile settings. Pageloop uses this key to securely read and write articles in your Help Center.
Admin access in Pageloop -- only Pageloop admins can manage integrations. If you do not see the Integrations page, ask your Pageloop admin to set up the connection.
Important: Pageloop supports connecting one Help Center at a time. If you already have another Help Center connected (such as Intercom or Zendesk), you will need to disconnect it before connecting Freshdesk. You can manage your connections from Settings > Integrations.
Connect Your Freshdesk Account
You can connect Freshdesk from the Setup Checklist on your Pageloop Home dashboard (during initial setup) or from the Integrations page in your Pageloop settings at any time.
From the Setup Checklist
On the Pageloop Home dashboard, locate the Setup Checklist. Under the Connect Knowledge Base step, select Freshdesk from the list of available Help Centers.
A connection dialog will appear. Enter your Freshdesk subdomain (for example, yourcompany) and your Freshdesk API key.
Click Connect. Pageloop will verify your credentials and establish the connection.
Once connected, you will see a confirmation message stating that Freshdesk has been successfully connected. The Setup Checklist step will be marked as complete.
From the Integrations Page
Click on your name at the bottom of the Pageloop sidebar and select Settings. Then navigate to Integrations.
Find Freshdesk in the list of available integrations and click the Connect button.
In the connection dialog, enter your Freshdesk subdomain and API key, then click Connect.
After a successful connection, Freshdesk will display a green Connected badge on the Integrations page.
Verify the Connection
After connecting Freshdesk, Pageloop automatically syncs your existing Freshdesk Help Center articles. To verify that the connection is working:
Navigate to Settings > Integrations and confirm that Freshdesk shows a green Connected badge.
Go to the Pageloop Updates tab in the sidebar. Try running a Find Updates scan. If Pageloop can detect your Freshdesk articles and suggest updates, the connection is working correctly.
The Freshdesk Editor in Pageloop
Pageloop uses the same editor as your Help Center. For Freshdesk, this means Pageloop uses a CKEditor-based editor that matches the editing experience in Freshdesk. This ensures that the formatting, layout, and styling of articles you create or edit in Pageloop will look the same when they appear in your Freshdesk Help Center.
The Pageloop editor for Freshdesk includes the same rich text formatting tools you are familiar with:
Headings (H1 through H6)
Bold, italic, underline, and strikethrough text
Bulleted and numbered lists
Links, images, and media embeds
Tables with column and row management
Code blocks and inline code
Font size, font family, font color, and background color
Text alignment and indentation
Block quotes and horizontal lines
You can also upload images directly within the editor. Supported image formats include JPEG, PNG, GIF, and WebP, with a maximum file size of 10 MB per image.
Freshdesk-Specific Behaviors
When Freshdesk is your connected Help Center, Pageloop adapts to the Freshdesk article structure. Here are the key differences to be aware of:
Category and Folder Hierarchy
Freshdesk organizes Help Center articles into a hierarchy of categories and folders. When you publish a new article from Pageloop to Freshdesk, you will be prompted to select a category and a folder where the article should be placed. Pageloop displays your Freshdesk categories and folders in a browsable list so you can choose the right location.
Create a Draft in Freshdesk
When you are ready to publish a new article from Pageloop, click the Create Draft button. Pageloop will open a folder selection dialog where you can browse your Freshdesk categories and folders. Select the folder where you want the article to appear, then click Select Folder to confirm. Pageloop will create a draft article in the selected Freshdesk folder. For the full publishing workflow, see Publish New Articles to Your Help Center.
Push Updates to Existing Articles
When you review and accept updates in Pageloop, you can push those changes back to your Freshdesk Help Center. The Update Article button lets you push your accepted changes. Before pushing, Pageloop checks the current status of the article in Freshdesk:
If the article is published: Pageloop will update the published article directly. The article remains published after the update.
If the article is a draft: Pageloop will update the draft. The article remains in draft status after the update.
A confirmation dialog will appear before changes are pushed, letting you review what will happen before proceeding.
View Articles on Freshdesk
After publishing or updating an article, Pageloop provides a direct link to view or edit the article in Freshdesk. You can click the link in the success notification to go directly to the article in your Freshdesk Help Center.
Disconnect Freshdesk
If you need to disconnect Freshdesk or switch to a different Help Center platform:
Navigate to Settings > Integrations.
Find Freshdesk in the list of connected integrations.
Click the Disconnect button. Pageloop will remove the Freshdesk connection.
After disconnecting, you can connect a different Help Center platform. For more information about managing your integrations, see Managing Your Pageloop Settings.
Frequently Asked Questions
Where do I find my Freshdesk API key?
Your Freshdesk API key is available in your Freshdesk account. Log in to Freshdesk, click on your profile picture in the top right corner, and select Profile Settings. Your API key is displayed on the right side of the profile page. Copy it and paste it into the Pageloop connection dialog.
What is my Freshdesk subdomain?
Your Freshdesk subdomain is the first part of your Freshdesk URL. For example, if you access Freshdesk at https://acme.freshdesk.com, your subdomain is acme. Enter only the subdomain in the connection dialog, not the full URL.
Why is the connection failing?
If the Freshdesk connection fails, check the following:
Make sure your subdomain is spelled correctly and does not include .freshdesk.com or https://.
Verify that your API key is correct and has not been regenerated since you copied it.
Confirm that your Freshdesk account has the Solutions (Help Center) feature enabled.
Ensure you have an active internet connection and try again.
Can I connect both Freshdesk and another Help Center at the same time?
No. Pageloop supports connecting one Help Center at a time. If you need to switch from Freshdesk to another platform (or vice versa), disconnect your current Help Center first, then connect the new one from Settings > Integrations.
Why do I not see the Integrations page?
Only Pageloop admin users can access the Integrations page and manage Help Center connections. If you do not see the Integrations option in Settings, ask your team's Pageloop admin to set up the Freshdesk connection or to change your role to admin.
My articles are not syncing from Freshdesk. What should I do?
If your Freshdesk articles are not appearing in Pageloop after connecting, try the following:
Verify that your Freshdesk account has published articles in the Solutions section.
Check that your API key has the necessary permissions to read articles.
Disconnect and reconnect the Freshdesk integration from Settings > Integrations.
If the issue persists, contact Pageloop support at [email protected].
Will my article formatting be preserved between Pageloop and Freshdesk?
Yes. Because Pageloop uses a CKEditor-based editor that matches the Freshdesk editing experience, your article formatting -- including headings, lists, images, tables, and text styling -- is preserved when articles are synced between Pageloop and Freshdesk.