> ## Documentation Index
> Fetch the complete documentation index at: https://developers.opereit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Install the Freshdesk connector

> Connect Opereit to Freshdesk so agents can file carrier claims without leaving a ticket

The Opereit connector for Freshdesk, a Freshworks custom app, adds an **Opereit** card to the ticket sidebar. Agents click **Create a claim** to open the claim form, so they can file a carrier claim for a shipment without leaving the ticket.

> [!NOTE]
>
> The connector is currently private, and an administrator of your Freshdesk account
> must install it. Before you start, get the connector package,
> `opereit-freshdesk-module.zip`, from your Opereit contact.

> [!NOTE]
>
> The connector connects to your Opereit account with an API key. [Create one
> first](https://developers.opereit.ai/guides/api-keys.md).

In the steps below, replace `YOUR-COMPANY` with your own Freshworks account name, the part before `.freshdesk.com` in your Freshdesk address.

**1. Create an API key**

Follow the [API keys guide](https://developers.opereit.ai/guides/api-keys.md) to create an API key. Keep the **Key ID** and **Key Password** at hand for step 8.

**2. Open your Freshworks developer account**

The administrator goes to the developer account for your Freshworks
account:

```text theme={null}
https://YOUR-COMPANY.myfreshworks.com/developer
```

Open the **Custom Apps** tab and click **Create New App**.

![Freshworks developer account with the Custom Apps tab selected and the Create New App button](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/developer-custom-apps.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=a11fc842059f3d014d3b6376dae37f4c)

**3. Upload the connector**

Since the connector is private, it won't appear in the Freshworks Marketplace.
Upload it as a custom app instead:

1. Select **Custom App**.
2. Select the account to install it on. Choose the main Freshdesk account your team uses.
3. Upload `opereit-freshdesk-module.zip`.
4. Name the app **Opereit**.
5. Click **Save and Continue**.

![Create a new app screen with Custom App selected, the Freshdesk account chosen, and the Opereit zip ready to upload](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/create-app.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=d790b95535f489912e1e06da076c7afa)

**4. Fill in the app information**

Freshworks saves the app as a **Draft**. On the **App information** tab,
enter the details below, then click **Save and Continue**.

**Name**

```text theme={null}
Opereit
```

**Overview**

```text theme={null}
Create claims automatically in Opereit without leaving Freshdesk
```

**Short Description**

```text theme={null}
Create claims automatically in Opereit without leaving Freshdesk
```

![App information tab filled in with the name, overview and short description](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/app-information.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=7636ced0d08f6bb6e5b9d899ccc48197)

**5. Add the logo**

On the **Media and Installation** tab, click **Replace App icon** and upload
the Opereit logo.

[Download the Opereit logo](https://developers.opereit.ai/images/freshdesk/opereit-logo.png)

![Media and Installation tab with the Opereit logo as the app icon](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/app-media.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=a51a72f36b3a34c0e563125bae19ea08)

**6. Add the support details and publish**

Scroll down to **Support Details**. Enter `support@opereit.ai` as the
**Support Email**. The other fields are optional.

Click **Save and Publish**. Freshworks publishes the app internally, for
your account only.

![Support Details section with the support email filled in and the Save and Publish button](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/support-details.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=d8a922530d4a7605cfeef7d9e23f2c85)

**7. Install the connector in Freshdesk**

Go to the apps management page of your Freshdesk account:

```text theme={null}
https://YOUR-COMPANY.freshdesk.com/a/admin/marketplace/gallery?route=custom_apps
```

Find **Opereit** in the list of custom apps and click **Install**.

![Freshdesk Admin Apps page listing the Opereit custom app with an Install button](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/custom-apps-install.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=aacd1889b671d4ecb712c3ce48fe7fd5)

**8. Enter the API key**

On the **Configuration** page, enter the **API Key ID** and the **API Key
Password** you created in step 1, then click **Install**.

![Opereit configuration page with API Key ID and API Key Password fields](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/install-settings.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=fc5ac96262601737b0b094f92db06f7f)

Freshdesk stores the password securely and hides it once you save.

**9. Start filing claims**

You're done. Open any ticket and look for the **Opereit** card in the right
sidebar. Click **Create a claim**. The claim form opens in a window.

![Opereit card in the Freshdesk ticket sidebar with a Create a claim button](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/sidebar-card.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=156795a2b8d765f9e2b795c80f75e6f4)

## File a claim

Fill in the sections, then click **Create claim**. Fields marked with \* are required. **Create claim** stays disabled until all of them are filled in, and a note above the buttons tells you why.

![The claim form window with the Shipment and Documents sections, ready to fill in](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/claim-form.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=b3078fe77638ad1060e36f3154a67c31)

### Shipment

| Field | Notes |
| - | - |
| **Tracking number** \* | The carrier's tracking number. |
| **Carrier** \* | The carrier that handled the shipment. |
| **We use a 3rd party logistics provider** | Tick it only if a provider other than the carrier handled the shipment. Then choose the **Logistics provider** \*. |
| **Incidence type** \* | **Damaged** or **Lost**. |
| **Incidence description** | What happened to the shipment. |

### Documents

| Field | Notes |
| - | - |
| **Invoice** | The invoice or payment receipt. PDF, JPG or PNG, up to 10 MB. |
| **Photos** \* | Only shown for **Damaged** claims. Upload up to 3 photos of the damage. JPG or PNG, up to 10 MB each. |

### Items

Choose the **Currency**, then add up to 3 items. Each item has a **Description**, a **Quantity** and a **Unit price**. Opereit calculates each item's total and the **Claimed amount** for you.

### Origin and destination

| Section | Fields |
| - | - |
| **Origin** | **Country** \*, **Postcode** \* |
| **Destination** | **Country** \*, **Postcode** \*, **City** \*, **Address** \*, **Recipient name** \*, and **Recipient phone** (optional) |

## After you create the claim

Opereit creates the claim automatically and uploads your documents. The window shows the new claim number. Click **Create another claim** to file another one, or **Close** to return to the ticket.

![Claim created confirmation showing the new claim number](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/claim-created.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=6fc69ba9aa148c88db4d81946cdeeb79)

From here, Opereit keeps you posted on the claim until you get your refund.

If a document can't be attached, the claim is still created. Click **Retry** to try the upload again, or **Continue without these** to finish.

## Troubleshooting

> **The Opereit connection isn't authorized**
>
> The API key is wrong or has been revoked. Create a new key as described in
> the [API keys guide](https://developers.opereit.ai/guides/api-keys.md), then update it in
> Freshdesk:
>
> 1. Go to the apps management page of your Freshdesk account:
>
>    ```text theme={null}
>    https://YOUR-COMPANY.freshdesk.com/a/admin/marketplace/gallery?route=custom_apps
>    ```
>
> 2. Find **Opereit**, click **Settings**, then **Edit settings**.
>
>    ![Opereit in the custom apps list with the Settings menu open and Edit settings highlighted](https://mintcdn.com/opereit/p363-Oyrzj7O30Gm/images/freshdesk/edit-settings.png?fit=max\&auto=format\&n=p363-Oyrzj7O30Gm\&q=85\&s=33785c5fa42ca9232f3ae3c517b98b8b)
>
> 3. Enter the new **API Key ID** and **API Key Password**, as in step 8 of the installation, and save your changes.

> **An open claim already exists for this shipment**
>
> Opereit allows one open claim per shipment. Contact Opereit support if you
> need to fix the earlier claim.

> **The Create claim button is disabled**
>
> Fill in every required field marked with \*. For a **Damaged** claim, also
> upload at least one photo. Fix any field that shows an error, such as an
> invalid phone number or an item without a price.


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