Connect Freshdesk to Rig

    Sync your Freshdesk tickets and their conversations, contacts, companies, agents, satisfaction surveys, knowledge base, forums and helpdesk configuration into Rig. Freshdesk connects with your helpdesk domain and an agent's API key.

    Before you start

    • Use an admin agent's API key. The key carries that agent's permissions, and an admin's reads everything Rig syncs.
    • Know your helpdesk domain, which is the first part of your Freshdesk address. For acme.freshdesk.com it is acme.

    Step 1: Find your Freshdesk API key

    1. Sign in to Freshdesk as an admin agent.
    2. Click your profile picture at the top right and choose Profile Settings.
    3. On the right pane, click View API key and complete the captcha.
    4. Copy the key.

    Step 2: Connect it in Rig

    Adding a source needs a workspace owner, or a role with the Manage connections permission, on a workspace where you manage your own connections. If the Connectors tab says “Data ingestion for this workspace is managed by Rig”, ask an owner or Rig support to add the source.

    1. In Rig, open Connections, choose the Connectors tab and go to Sources & actions.
    2. Search for Freshdesk, open the card and click Connect.
    3. Freshdesk domain: enter the first part of your helpdesk address, such as acme. Pasting the full URL also works.
    4. API key: paste the key you copied.
    5. Click Continue. Rig checks the credentials and lists the streams it can reach, so choose the ones you want and click Connect.
    6. The source then syncs on its schedule, which is nightly unless you change it. To load data straight away, click Sync on its row; Test pulls a small sample first if you want to check the connection.

    What Rig pulls in

    Freshdesk lands in its own freshdesk schema in your warehouse:

    • Tickets: tickets with stats, descriptions and custom fields, plus spam and deleted tickets and every conversation on them.
    • People: contacts (deleted ones flagged), companies, agents and groups.
    • Feedback: satisfaction ratings, surveys, and advanced survey definitions and responses.
    • Knowledge base and forums: solution categories, folders and articles, and discussion categories, forums, topics and comments.
    • Helpdesk configuration: roles, products, business hours, SLA policies, email configs, ticket fields and the three kinds of automation rule.

    Good to know

    • Freshdesk's rate limit is per minute for the whole account, and your own agents and integrations share it. Growth plans allow 100 calls a minute in total, Pro 400 and Enterprise 700, and newer plans are metered per hour.
    • Rig honours the Retry-After header when Freshdesk answers with a 429, so a busy helpdesk slows the sync down.
    • Freshdesk and Freshchat are different products with different keys. Connect Freshchat separately if you use live chat.
    • To disconnect Freshdesk, click the bin icon on the source's row under Sources & actions. Only whoever connected the source or a workspace owner can do this, and data already synced stays in the warehouse.

    What people use this for

    • Track ticket volume and resolution
    • Watch satisfaction and survey results
    • Check SLA setup against real tickets
    • Find gaps in the knowledge base

    More ideas for using Freshdesk

    Freshdesk documentation

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