Freshdesk

How to integrate Freshdesk with Webflow

Manual ticket entry from contact forms delays support response times and creates data entry overhead. Integrating Freshdesk with Webflow automates ticket creation, syncs customer data between platforms, and embeds support tools directly into your site.

Freshdesk integrates with Webflow through embedded widgets, API connections, and automation platforms. Embedded widgets add live chat and support forms to your pages through JavaScript without API configuration.

API integration creates automated workflows, enabling you to create tickets from form submissions, sync customer data, and build custom support dashboards. Automation platforms like Zapier connect both tools without custom code.

Embed Freshdesk support widgets

Support requests submitted through generic contact forms require manual entry into your ticketing system. Freshdesk provides JavaScript widgets that add support functionality directly to your Webflow site.

The Help Widget combines contact forms, knowledge base search, and ticket status tracking in a single embeddable component. Freshchat (Freshdesk Messaging) adds live chat capabilities for real-time customer engagement. Both widgets work through code embedding without API configuration, though they require HTTPS and proper authentication for secure operation.

You can configure your widget in Admin > Channels > Widgets. Customize the contact form fields, appearance settings (available on certain plans), and knowledge base article visibility. Copy the JavaScript embed code from the Embed code tab and paste it into your Webflow site using a Code Embed element or Site Settings > Custom Code.

Add the widget to Webflow using the custom code embed element. Drag an Embed element onto your page and paste the Freshdesk JavaScript snippet. For site-wide installation, add the code in Site Settings > Custom Code before the closing </body> tag. You can obtain the JavaScript embed code from your Freshdesk admin panel under Admin > Channels > Widgets by navigating to the Embed code tab.

The widget enables several capabilities:

• Contact forms with custom fields: Map custom ticket fields to collect specific information during submission
• Knowledge base article search: Display contextual help articles based on customer queries without leaving your site
• Ticket status tracking: Let customers check ticket progress through the widget interface
• File attachments and screenshots: Customers can upload supporting documentation with their requests

For live chat functionality, the Freshchat widget integration works similarly. Access the embed code at Admin settings > Channels > Web chat > Embed code and paste it into your Webflow site using the same custom code method.

Widgets load asynchronously and don't impact initial page load times. Certain Freshdesk plans include appearance customization including colors, position, and category filtering. The widget requires JavaScript enabled in visitor browsers. Widgets support file attachments, CAPTCHA for spam prevention, and screenshot attachment capability.

Build with Webflow and Freshdesk APIs

API integration enables automated workflows that create tickets from form submissions, sync data between platforms, and maintain data flows in both directions. All API integrations require middleware (a backend service that receives webhooks from one platform and makes API calls to the other) to handle authentication, data transformation, and webhook processing.

Webflow sends outbound webhooks but does not receive incoming requests. Freshdesk sends webhooks through automation rules. Your middleware receives events from both platforms and makes the appropriate API calls. Budget for middleware hosting costs, typically $10-50 per month depending on request volume and infrastructure requirements.

The Webflow Forms API provides form submission data. The Freshdesk Tickets API creates support tickets. Webflow uses OAuth 2.0 bearer tokens, while Freshdesk uses API key authentication.

Form submissions to support tickets

Manual ticket entry from Webflow forms delays support responses. Automate this workflow by connecting form submissions to Freshdesk ticket creation through middleware.

Set up a webhook using the Webflow webhook API:

POST /v2/sites/:site_id/webhooks

Specify triggerType: "form_submission" to capture form events. Your middleware endpoint receives the webhook payload containing form name, field data, submission ID, timestamp, site ID, form ID, and form element ID.

Create tickets using POST /api/v2/tickets with required fields including email, subject, description, status, and priority. Map Webflow form fields to Freshdesk ticket properties in your transformation logic. Note that status values use numeric codes (2=Open, 3=Pending, 4=Resolved, 5=Closed) and priority uses numeric values (1=Low, 2=Medium, 3=High, 4=Urgent).

The implementation pattern works as follows:

1. Webflow form submission triggers webhook to your middleware
2. Middleware retrieves full submission details via GET /v2/sites/:siteid/formsubmissions/:id
3. Transform form data to match Freshdesk ticket schema
4. Create ticket via Freshdesk API with mapped fields
5. Optionally create or update contact using POST /api/v2/contacts

Webflow imposes monthly form submission limits based on your plan tier (100 submissions per month on Basic plans, with higher limits on CMS and Business plans). Excess submissions are silently dropped without error notification.

Check your Webflow plan documentation for current limits. Monitor submission counts actively to avoid data loss, as there is no API-level error response to detect this condition programmatically.

Ticket updates to CMS collections

Configure Freshdesk automation rules to trigger webhooks when ticket properties change, then use middleware to sync those updates back to Webflow CMS collections for client portals or status dashboards.

Note that Webflow webhooks are outbound-only and cannot directly receive incoming webhooks. A backend service is required to receive Freshdesk webhook payloads and make corresponding API calls to update Webflow CMS items.

You can create automation rules in Admin > Automations with webhook actions. Use placeholder variables like {{ticket.id}}, {{ticket.status}}, and {{ticket.updated_at}} to construct JSON payloads. Additional available placeholders include {{ticket.from_email}}, {{ticket.subject}}, {{ticket.description}}, {{ticket.priority}}, {{ticket.tags}}, {{ticket.group_id}}, {{ticket.agent_id}}, {{ticket.created_at}}, and {{ticket.agent.name}}.

Your middleware receives Freshdesk webhooks via automation rules and updates Webflow collections via PATCH /v2/collections/:collectionid/items/:itemid. Maintain a mapping between Freshdesk ticket IDs and Webflow CMS item IDs to identify which records to update.

Publish changes using POST /v2/collections/:collection_id/items/publish to make updates visible on your live site.

Webflow webhooks use exponential backoff for retries before automatic deactivation. Freshdesk retries 3 times at 5, 10, and 30 minute intervals per the automation examples guide. Both platforms deactivate webhooks automatically after final retry failure without notification, requiring active monitoring since webhook failures don't trigger alerts.

Contact synchronization

Contact synchronization keeps contact data current in both platforms. New contacts captured through Webflow forms automatically create or update contact records in Freshdesk, while changes to contacts in Freshdesk can trigger corresponding updates in Webflow CMS collection items. This maintains a single source of truth for customer data across both systems.

Embed Freshdesk support widgets directly on Webflow sites for customer inquiries. New contacts captured through Webflow forms automatically create Freshdesk records. Updates can be configured through automation rules and middleware to propagate between systems.

Use GET /v2/collections/:collection_id/items to retrieve contact data from Webflow CMS. The GET /api/v2/contacts endpoint lists Freshdesk contacts with filtering capabilities.

Before creating new contacts, query existing records by email using GET /api/v2/contacts?email=contact@example.com to avoid duplicates. Store Freshdesk contact IDs in Webflow CMS custom fields to maintain relationships for updates.

Note that this API-based approach requires middleware to handle authentication and transformation, as Webflow webhooks are outbound-only and cannot directly receive Freshdesk webhook data.

Update existing contacts with PUT /api/v2/contacts/:id when changes occur in either system.

Connect through automation platforms

Third-party platforms like Zapier, Albato, and Integrately offer pre-built Webflow-Freshdesk connectors that handle authentication and data mapping. These platforms enable core workflows including creating Freshdesk tickets from Webflow form submissions and syncing contacts between systems. Setup involves connecting both accounts, mapping form fields to ticket properties, and activating the workflow.

What you can build

Integrating Freshdesk with Webflow enables support workflows directly on your site. Build customer portals that display ticket history, embed multilingual help centers, route inquiries to specialized teams automatically, and connect order data to support tickets.

• Customer support dashboard: A members-only portal where customers view their support ticket history, read agent responses, and track resolution status without logging into Freshdesk
• Multi-language help center: A support center embedded on your Webflow site where visitors search help articles in their preferred language, submit support tickets through forms, and access contextual documentation based on their location on your site.
• Automated support inbox with automatic routing: A form system that routes inquiry types to specialized teams based on form selections where demo requests go to sales, technical questions reach product specialists, and billing inquiries route to finance
• E-commerce order support portal: A customer service system connected to your Webflow e-commerce orders where customers submit order issue forms that automatically create tickets with order numbers, product details, and customer history.