Freshdesk setup guide

Status	Kind	How you connect
Coming soon	Team chat and support	A Make template or an n8n template

This guide is coming soon: bubbl3 is still checking it end to end. It shows how Freshdesk will send leads to bubbl3, with nothing to install.

What it does

A Freshdesk automation rule can trigger a webhook when a ticket is created or updated, with a JSON body you write. Point it at a Make or n8n template and each ticket's requester becomes (or updates) a bubbl3 contact, signed with your lead source's secret, and can start the source's workflow, such as a text when their ticket is resolved.

Before you start

• Admin access in Freshdesk to Admin, Workflows, Automations.
• A bubbl3 Lead URL for Freshdesk: in Settings, Integrations, under Lead sources, add a Lead URL source, set its labels, owner, consent setting and workflow, and copy its id (src_...) and signing secret, which is shown once.

Setup

With Make or n8n

1. Import the Make blueprint or the n8n workflow below, and paste the source id and secret where the template says.

2. Copy the address of the template's first step (Make: the Webhooks module; n8n: the Webhook node's production URL).

3. In Freshdesk, add an automation rule (on ticket creation, or an update such as the status changing to resolved) with the action Trigger webhook: method POST, the address, (with n8n) a custom header matching the Webhook node's Header Auth credential, encoding JSON, and a custom body made of Freshdesk's placeholders:

   {
     "id": "{{ticket.id}}",
     "phone": "{{ticket.contact.phone}}",
     "full_name": "{{ticket.contact.name}}",
     "email": "{{ticket.contact.email}}"
   }

4. Trigger the rule with a test ticket from a contact with a test phone number. The lead shows on the source as received.

5. Turn the scenario on (Make) or activate the workflow (n8n).

Templates

Each template takes Freshdesk's webhook, sets the lead's fields, signs the lead with your lead source's secret and sends it to bubbl3, with Freshdesk's record id as the idempotency key, so a retry is the same lead. It never texts anyone itself: your lead source's consent setting and workflow decide what happens next.

• Make blueprint: in Make, create a scenario, open the … menu, choose Import Blueprint and pick the file.
• n8n workflow: in n8n, open a new workflow, open the … menu, choose Import from File and pick the file.

In the n8n workflow's Webhook node, replace the path replace-with-a-long-random-value with a long random value (a new UUID is fine) before you activate it. Anyone who knows the address can post to it, and the workflow would sign what they post, so the path must be one nobody can guess. The node also checks a header: create a Header Auth credential with a header name (such as X-Webhook-Key) and a long random value, choose it on the node (it's named "bubbl3 webhook header"), and have Freshdesk send that header, as the Setup steps say. Make's webhook address is random already.

After importing, replace PASTE_THE_SOURCE_ID with your lead source's id and PASTE_THE_SOURCE_SECRET with its signing secret. Anyone who can edit the scenario or workflow can read the secret, so share it only with people who could manage the lead source; rotate the secret in bubbl3 if it leaks.

Data shared

From Freshdesk to bubbl3: the ticket's id and the requester's name, phone and email, as the rule's body sends them.

From bubbl3 to Freshdesk: nothing.

Sending rules that still apply

Freshdesk never texts anyone itself. What it sends bubbl3 can start the lead source's workflow, and every workflow text goes through the same checks as a text you send from bubbl3. Nothing in Freshdesk can turn them off.

• Consent. When you connect Freshdesk or create a lead source, you confirm that everyone you send to bubbl3 has agreed to receive texts from you, so its contacts can be texted straight away. bubbl3 never texts a contact who opted out, and a workspace set to text only opted-in contacts texts only them.
• Opt-out. Replying STOP opts a contact out at once.
• Quiet hours. No texts from 8:00 PM to 9:00 AM in the contact's own time zone (from the phone's area code). A text due then waits until the morning.
• Pacing. Each line texts at most 15 new contacts an hour and 50 a day (fewer while a new line warms up), and spaces texts 20 to 90 seconds apart. A big import or batch is queued and sent as the limits allow, never dropped.
• First messages. Until a contact replies, a text can't include links, photos or files, phone numbers or email addresses, must be 300 characters or fewer, and at most 3 texts go out.

What Freshdesk is told when bubbl3 doesn't send

Freshdesk isn't told when bubbl3 doesn't send a text: the reason shows on the message in bubbl3, and in the message.status webhook if you use one.

Reason	Code	What you see
A link before the contact replies	pre_reply_link_blocked	Not sent: "Links can't be sent until the contact replies"
A photo or file before the contact replies	pre_reply_media_blocked	Not sent: "Photos and files can't be sent until the contact replies"
A phone number before the contact replies	pre_reply_phone_blocked	Not sent: "Phone numbers can't be sent until the contact replies"
An email address before the contact replies	pre_reply_email_blocked	Not sent: "Email addresses can't be sent until the contact replies"
A first message that is too long	pre_reply_too_long	Not sent: "First messages must be 300 characters or fewer"
Too many texts without a reply	pre_reply_message_limit	Not sent: "Already sent 3 texts without a reply. Wait for the contact to reply"
The same text to too many people today	identical_text_limit	Not sent: "This exact text went to 20 people from this line today"
The line is paused after unanswered texts	unanswered_streak_limit	Not sent: "This line is paused after too many unanswered texts"
The contact opted out	contact_opted_out	Not sent: "The contact opted out of texts"
The workspace texts only opted-in contacts	consent_required	Not sent: "This workspace only texts contacts who opted in"
No line can reach the contact	line_unavailable	Not sent: "bubbl3's line for this contact isn't available"
Quiet hours	quiet_hours	Held: "Scheduled for 9:00 AM America/Chicago, quiet hours"
The line's daily limit	daily_new_contact_cap	Held: "Scheduled for Oct 15, 9:00 AM America/Chicago: today's limit for this line is reached"
The line's hourly limit of new contacts	hourly_new_contact_cap	Held: "Scheduled for 2:00 PM America/Chicago: this hour's limit of new contacts for this line is reached"

The numbers are the default limits; a line's own limits change them. bubbl3's other checks (no phone number, a number that doesn't match) have their own plain reasons.

Limits and known gaps

• One lead per ticket id: a rule that runs again for the same ticket sends the same lead. Use a different rule and a different id (such as the ticket id and the status) for each moment you want a lead.
• A requester without a phone number is refused with "A lead needs a phone number". Freshdesk keeps phone and mobile separately; send the one your contacts use.

Troubleshooting

• The rule runs but nothing arrives. Check the webhook's address and encoding, and that the scenario or workflow is on.
• 403 from bubbl3. Check the source id and secret, and that the source isn't paused.