Nametag Integration for Freshdesk
Verify the identity of end users inside Freshdesk tickets with Nametag.
Overview
The Nametag for Freshdesk app lets your support agents confirm they are talking to the real account holder — with a government-issued ID and a live selfie, in under 30 seconds and with nothing to install — before they perform sensitive actions such as account recovery, billing or plan changes, email or PII changes, or data exports. The result appears right on the Freshdesk ticket, so agents can act with confidence and shut down social-engineering and impersonation attempts.
By integrating Nametag with Freshdesk, organizations can:
- Prevent social engineering by verifying the true identity of the requester before high-risk changes
- Keep support fast with a verification that takes about 30 seconds and requires no pre-enrollment
Nametag handles:
- Creating the verification request
- Generating the secure verification link
- Collecting identity data from the end user
Freshdesk:
- Displays the requestor’s verification status on the ticket
- Lets agents request verification from the ticket panel or a macro
- Reflects the outcome automatically as the status field updates
Verification status is written to a dedicated ticket field, cf_nametag_verification (unverified / pending / verified / failed / expired), which drives agent visibility and your automation rules.
Prerequisites
Before setting up the integration, ensure you have:
- An active Nametag account with administrator access
- Freshdesk Admin access
- A Freshdesk plan of Growth, Pro, or Enterprise (the API and custom apps are not available on Free/Sprout)
Setup
Setup is driven from the Nametag console, not Freshdesk. You approve the app inside Freshdesk during the connect step, and you will never paste a Nametag key into Freshdesk. The whole process takes about five minutes.
Step 1: Add the integration in Nametag
- In the Nametag console, go to Integrations → Add integration → Freshdesk.
- The setup wizard opens and shows all four steps up front.
Note: If the Freshdesk card is not shown under Add integration, the integration may not be enabled for your tenant yet — contact Nametag.
Step 2: Connect Freshdesk
- Enter your Freshdesk domain (for example,
acme.freshdesk.com). - Select Connect Freshdesk. You are taken to Freshdesk to install and approve the Nametag for Freshdesk app.
- Approve the app in Freshdesk and return to the wizard.
Because Nametag brokers the connection, you never copy or paste an API key into Freshdesk.
Step 3: Choose coverage
Choose which groups and ticket types the integration applies to (for example, Billing and Account). Verification only appears where you enable it.
Step 4: Set verification rules
Choose how verification is triggered and what counts as sensitive:
| Setting | Description |
|---|---|
| Trigger | Whether verification fires automatically on sensitive tickets or is agent-initiated |
| Sensitive ticket definition | What makes a ticket “sensitive” — ticket type, keywords, or a new/unknown contact |
| Pause SLA (optional) | Whether to pause SLA timers while a ticket awaits verification |
Step 5: Review & activate
Confirm the summary and turn the integration on. Until you activate, nothing changes for your agents.
On activation, the wizard provisions the ticket field cf_nametag_verification (unverified / pending / verified / failed / expired), which drives agent visibility and your automation rules.
How your agents use it
- Open a ticket — the Nametag panel shows the requestor’s verification status.
- Select Request verification (or use the Send Nametag verification macro). Nametag posts a private note with the secure link and sets the status to Pending.
- When the requestor finishes, the ticket flips to Verified or Failed automatically.
- For sensitive tickets, agents are prompted to verify first before completing the action.
The cf_nametag_verification field may show:
- Unverified
- Pending
- Verified
- Failed
- Expired
Recommended automation (optional but encouraged)
Create an automation rule: for sensitive ticket types while status ≠ Verified → assign to a “Pending Verification” group and tag the ticket, so unverified sensitive tickets do not get worked by mistake.
For end users (requestors)
When an agent requests verification, the end user receives a secure link — in the support conversation, by email, or by text. There is nothing to install and it takes about 30 seconds.
What they’ll need:
- A phone with a camera
- A government-issued photo ID (driver’s license, passport, or national ID)
What they’ll do:
- Open the link on their phone.
- Scan their ID by photographing the front (and back, if asked).
- Take a quick selfie to confirm they are a real, live person and to match them to the ID.
- Done — the agent is notified automatically; the user does not have to send anything back.
The user is told what will be shared and consents before continuing. If the link has expired, the agent can re-send a new one from the ticket panel.
Privacy
No personal data is stored in Freshdesk. Nametag holds the verified identity; Freshdesk only ever receives a pass/fail status and the verification link. Private notes never contain PII.
Troubleshooting
- Freshdesk card isn’t in Add integration: the integration may not be enabled for your tenant yet — contact Nametag.
- “Connect” doesn’t complete: confirm you approved the app in Freshdesk and that you are a Freshdesk Admin on a Growth, Pro, or Enterprise plan.
- Status never updates: the verification link expires about 7 days (168 hours) after it is created; have the agent re-send it from the ticket panel.
- Agents don’t see the panel: confirm the Nametag for Freshdesk app is installed and visible to their group.
Need help? Contact Nametag support with your Freshdesk domain and an example ticket ID.
Building a custom flow instead? Use the Nametag API reference to create and read verification requests, and the Browser SDK to launch verification from your own Freshdesk app.