Freshdesk–GitLab integration
Updated
by
Kelly watts
What the Freshdesk–GitLab Integration Does
When you connect Freshdesk (a customer support ticketing tool) with GitLab (a software development tool), the goal is to automate and sync communication between support and development teams. Instead of manually copying ticket info into GitLab issues (work items), the integration links and automates workflows.
🧠 Core Benefits
✅ Create & Manage GitLab Issues from Freshdesk
Once installed, support agents can create GitLab issues directly from a Freshdesk ticket. This transfers relevant ticket details (like summary and description) into a GitLab issue so developers can act on it.
🔄 Two-Way Visibility (when supported)
Some integrations let you sync updates both ways:
- Comments & status changes in GitLab show up in Freshdesk.
- Updates in Freshdesk tickets (like new replies) can update GitLab issues.
This depends on how the specific app is built.
📈 Better Collaboration
Instead of switching tools, support and dev teams stay informed with linked workflows:
- Support doesn’t have to ask devs for status updates manually.
- Devs get full context from customer tickets.
🛠 How It Works — Step by Step
🔹 Install the App
- From the Freshdesk Marketplace, install the GitLab integration app (if offered by Freshworks or a partner like IntegrateCloud).
- For example, the GitLab for Freshdesk app in the Freshworks Marketplace gives this functionality.
🔹 Authenticate Accounts
- You’ll be asked to connect your Freshdesk account and authenticate with GitLab credentials (usually using a personal access token from GitLab).
- This ensures secure API access between the systems.
🔹 Link/Map Tickets and Issues
- Within a Freshdesk ticket, you’ll see options to create a new GitLab issue or link to an existing one.
- The app pulls context (like ticket title, description) into GitLab automatically.
🔹 Sync Updates
- Once linked, updates can flow between systems:
- Devs’ comments or status changes in GitLab show in Freshdesk.
- Support replies or tag changes can trigger GitLab updates.
(This depends on the integration’s sync rules.)
