connection problems

Para ayudarte mejor, necesito algunos detalles:

¿Freshdesk y Freshchat están en la misma cuenta de Freshworks (mismo correo electrónico de la organización)?

Cuando dices "no se sincronizan los contactos", ¿te refieres a:

¿Los contactos creados en Freshchat no aparecen en Freshdesk?

¿O los contactos de Freshdesk no aparecen en Freshchat?

¿O algo completamente diferente?

¿Observas algún mensaje de error o comportamiento específico al intentar conectarlos?

Consejos rápidos (si aún no lo has hecho):
Ve a Administrador > Aplicaciones en Freshdesk y comprueba si la integración de Freshchat está correctamente instalada y autorizada.

En Freshchat, ve a Configuración > Integraciones y asegúrate de que Freshdesk esté en la lista y activo.

Asegúrate de que tus agentes tengan permisos de acceso en ambas plataformas.

Una vez que me envíes la información anterior, puedo guiarte en los pasos siguientes:

Verificar la configuración de la integración.

Solucionar errores comunes de sincronización.

Formas alternativas de garantizar la sincronización de contactos (como a través de API o automatización del flujo de trabajo si es necesario).

Freshdesk and Freshchat are in the same Freshworks account (same organization email)?

no, they have two different accounts

Contacts created in Freshchat do not appear in Freshdesk?

or Freshdesk contacts do not appear in Freshchat?

Both, i.e. if you update a contact in freshdesk, it is not updated in freshchat and vice versa

Do you see any error message or specific behavior when trying to connect them?

no synchronization of contacts, no ticket opens in the freshdesk omni account from the portal they have in freshdesk.

already tried new connection to generate new API but still with errors

Freshdesk and Freshchat must be under the SAME Freshworks account (organization) to sync contacts, conversations, and tickets properly.
Otherwise:

• Contact sync won’t work.
• Conversation sync won’t work.
• Omnichannel features (like Freshdesk Omniroute, Freshchat ticket creation) will fail or be disabled.

Freshworks treats each account as totally separate even if the email domains are similar — so you’re basically trying to connect two "islands" that are not allowed to talk to each other.

How to fix it (2 options):

Option 1: Migrate Freshchat into your Freshdesk account

• Freshworks allows you to migrate Freshchat into the same organization as Freshdesk.
• You need to contact Freshworks Support and ask them to merge the Freshchat account into your Freshdesk Omnichannel account.
• Once they do this:
  • Contact sync will start working.
  • Conversations from Freshchat can open tickets in Freshdesk.
  • Omnichannel routing will be enabled properly.

Option 2: Connect manually via API

If you cannot migrate, then you would need to:

• Build an API integration that:
  • Listens for new contacts or updates in Freshchat.
  • Sends them to Freshdesk via Freshdesk API.
  • And vice versa for Freshdesk → Freshchat.
• This is complex and fragile compared to native integration.

I don't recommend manual API unless you really cannot merge the accounts.

Note:

• Even if you manually connect via API, tickets from Freshchat still won't open in Freshdesk properly because ticket handover is deeply tied to the unified Freshworks Org ID.
• Only true Omnichannel setup (one account) gives you seamless experience: contact sharing, ticket creation, agent status sync, etc.

Here’s the sample email you can send to Freshworks Support:

Subject: Request to Merge Freshchat and Freshdesk Accounts

Hi Freshworks Support Team,

We currently have Freshdesk and Freshchat on two different Freshworks accounts and would like to consolidate them under the same organization.

Our goal is to enable contact synchronization, Omnichannel ticket creation, and unified agent management.

Please guide us on how to proceed with merging the Freshchat account into the Freshdesk organization.

Thank you!