Create Freshdesk tickets from your incidents
Freshdesk raises the alarm — Spike.sh makes sure a human hears it. Every Freshdesk alert becomes an incident with on-call schedules, escalations, and alerts on phone, SMS, Slack, email, WhatsApp, and Teams.
Watch — Freshdesk and Spike, end to end
What you can do
Everything the Freshdesk integration does
Create tickets from any incident
Select incidents in the table and open a Freshdesk ticket in your support group — subject, description and timestamps map across automatically.
Automate it with Playbooks
Add a Freshdesk step to a Playbook so matching incidents raise a ticket on their own, no clicks required.
One-way or two-way
Connect by API token for one-way ticket creation, or install the Freshdesk Marketplace app for two-way — check and act on incidents from Freshdesk.
Link multiple incidents
Group several related incidents onto one Freshdesk ticket so agents work a single thread.
Why raise Freshdesk tickets from incidents?
When an incident needs a customer-facing paper trail, it belongs in Freshdesk alongside the rest of your support queue. Spike turns any incident into a Freshdesk ticket — by hand from the incidents table, or automatically through a Playbook — with the incident’s details and timestamps carried across.
How much flows between the two is up to you. The API token connection is one-way: Spike creates tickets, and nothing syncs back. Install the Freshdesk Marketplace app instead and it becomes two-way, so your team can check and act on incidents from inside Freshdesk. Either way, several related incidents can be linked to a single ticket, keeping one thread for one customer issue.
Set up the Freshdesk integration
Connect with a Freshdesk API token for one-way ticket creation, or install the Marketplace app for two-way — checking and acting on incidents from Freshdesk.
Step 1: Open Helpdesk Integrations
In Spike, go to Settings → General → Helpdesk Integrations.
Step 2: Connect Freshdesk
Enter your Freshdesk API token and subdomain for one-way ticket creation. For two-way, install the Spike app from the Freshdesk Marketplace and generate an API token from your Spike dashboard.
Step 3: Create a ticket
From the incidents table, select incidents and create a Freshdesk ticket — or add a Freshdesk step to a Playbook to raise them automatically.
That's it — Freshdesk alerts now page whoever is on call.
