Freshdesk

Overview

Connect your Freshdesk account to Channels to automatically ingest and analyze support tickets. Once connected, tickets will sync into Channels where they’ll be grouped into themes, sentiment analyzed, and tracked over time, no manual tagging or reading required.

This integration helps support, product, and CX teams identify trends, spot recurring issues, and bring high-volume feedback closer to decision-making.

You can set up your Freshdesk integration from Settings, when create a new Channel, or want to Add source to an existing channel set up in your workspace.

• To do this, set up your Channel and select Freskdesk in the Connect data source modal. This will require you to review and accept the required permissions.

• From there, enter your Freshdesk domain (e.g. yourcompany.freshdesk.com) and paste your API key from Freshdesk. You can find this by going to your Freshdesk profile → API key.

Once you have connected your Freshdesk Account to Dovetail, you can sync support tickets received in Front into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.

• To do this, open or create a new Channel for Support tickets and add Freshdesk as a data source.

• Next, select the Freshdesk groups inboxes you wish to sync issues from as well as:

  • Ticket status (e.g. open, resolved, closed).

  • Backfill range to import past tickets (e.g. last 30, 60, or 90 days).

• From there, confirm set up and select Finish. Once complete, data from Freshdesk will start importing into your Channel and continue to sync new issues into your Channel when received in Freshdesk.