Freshdesk

Certain information in this article may be missing or out of date. We are in the process of updating the content.

Freshdesk's cloud-based customer support software enables companies of all sizes to support customers through email, chat, phone, mobile apps, websites, forums, and social media channels. The Freshdesk/Grow integration provides a means to visualize this data in a meaningful way, allowing you to make actionable decisions for your company and customers.

Connecting to Freshdesk

It is recommended to collect your API Key and Freshdesk Domain before proceeding with the following steps.

1. Click on the Data tab at the top left of the global navigation.
2. Select Connections in the Data Library section.
3. Click on the blue Connect button.
4. Search and select Freshdesk.
5. Enter your API Key.
   You can find your API Key by following the steps below:
   • In your Freshdesk account, click on your profile picture and select Profile Settings.
   • On the right-hand panel, select View API Key.
   • Complete the captcha verification to get your API Key.
     You also have a button to reset your API key and get a new one.

     If you reset your API key, you need to re-authenticate to Grow using the updated API key.

6. Enter your Freshdesk Domain.
   The Domain is your team's subdomain. It is the portion of your URL before .freshdesk.com/.
7. Click on the blue Submit button and you are good to go!

Data Warehousing

Freshdesk is on the Grow Data Warehouse, which we highly recommend you use. For more information about warehousing your data, visit the Data Warehouse Help Article.

Tables

The list of tables available will depend on your unique Freshdesk project. You can expect to see one table per dataset associated with the project ID in your connection.

Other Tables

The following tables are available in Grow.
Note that other tables are not automatically turned on and must be toggled on individually for these tables to be stored.

• Tickets
• Satisfaction Survey

Warehousing Your Data

1. In the Connections Overview page, click on your Freshdesk connection
   This opens the Connection Details page.

2. Select the Manage Connection button inside the Connection Details section to open the warehouse table selection flow.

3. Select the data you want stored in the Data Warehouse and click the Sync & Store button at the bottom of the Manage Connection page.
   This begins the initial population of your warehouse with the tables you defined. Populating your data warehouse for the first time may take a while, sometimes up to several hours.

You may continue working within the app while your data is In Queue or Processing.

If your data source isn't already connected, refer to the Connecting to a Data Source for more details.

Sync Interval

Full Sync

Full sync intervals is 12 hours for Other Tables.

Incremental Sync

Incremental sync is not supported for Other Tables.

To learn more about sync intervals and how to adjust the default settings, please visit the Sync section of the Data Warehouse help article.

Direct Query

A direct query connection can be used to pull data into Grow. With abnormal usage, Direct Query can run into API limitations depending on the data source. For this reason, we recommend that you use Grow's Data Warehouse for a more performant, reliable experience.

Endpoints

Freshdesk provides one endpoint through which you can filter the data. Below is a description of the endpoint and its filters.

• Report: List Tickets
• Filter: None. This includes forwarded, replied, and CCed emails, priority, source, status, subject, and description of emails, among other ticket information.
• Filter: New and My Open. This includes forwarded, replied, and CCed emails, priority, source, status, subject, and description of emails, among other information and stats about tickets that are new or open.
• Filter: Watching. This includes forwarded, replied, and CCed emails, priority, source, status, and subject of a ticket, product information, and custom fields among other stats and information about tickets you are watching.
• Filter: Spam. This includes emails, escalation, subject, and created, updated, and resolved times, among other information for spam emails.
• Filter: Deleted. This includes identifiers, source, status, subject, and description of emails, and created, updated, deleted and resolved times for tickets and emails, among other information about deleted tickets and emails.

FAQs + Tips and Tricks

Rate Limits

Freshdesk applies certain rate limits based on your version and your plan. If you are using V1 for Freshdesk, the limit is 1000 calls/hour. For V2, the rate limits depend on the plan you are using. You can learn more on Freshdesk's website here.