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Freshdesk logo
Available on the Enterprise plan

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Overview

Connect your Freshdesk account to Channels to automatically ingest and analyze support tickets. Once connected, tickets sync into Channels where they are grouped into themes, sentiment analyzed, and tracked over time, with 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.

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Prerequisites

  • A paid Dovetail seat with Can edit or Full access on the channel you are adding the source to. Viewers cannot connect a data source.
  • Your Freshdesk domain, in the form yourcompany.freshdesk.com.
  • Your Freshdesk API key, found under your Freshdesk profile → API key.

Connect and authorize data source

To connect an external data source, you’ll need access to it to authorize the specific permissions that Dovetail requires. If you don’t have the correct level of access and are unable to authorize, you’ll need to reach out to an internal team that can provide you with the correct access.

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Set up the Freshdesk integration

You can set up the Freshdesk integration from Settings, when you create a new channel, or when you Add source to an existing channel.
1

Open the Connect data source modal

Set up your channel and select Freshdesk. This requires you to review and accept the required permissions.
2

Enter your Freshdesk credentials

Enter your Freshdesk domain and paste your API key, then continue.
3

Choose what to sync

Open or create a channel for support tickets and add Freshdesk as a data source. Select the past closed tickets you want to sync.
4

Finish

Confirm the setup and select Finish. Freshdesk data starts importing, and new tickets continue to sync as they are closed in Freshdesk.

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What gets imported

Support tickets from the Freshdesk account you connected, imported into the channel you selected.
A ticket must have a status of Closed in Freshdesk to import. Open tickets do not sync, and a ticket that is still open when you connect the source will import once it is closed.

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Disconnect the Freshdesk source

When you disconnect Dovetail, we no longer have access to your Freshdesk data or your Freshdesk account information. Anything imported into Dovetail before disconnecting is not deleted and remains in Dovetail. To disconnect, select ⚙️ Settings → Integrations, locate Freshdesk, click •••, and select Disconnect.

Voice of customer

Centralize feedback, make sense of it, and close the loop.