Issues & support
Set up Freshdesk (support)
Connect Freshdesk to make your support tickets searchable — each ticket becomes a document with its subject, description and the whole conversation thread, agent notes labelled, tied to the company, requester and agent behind it, so a customer's support history sits alongside everything else known about them. Read-only.
Before you start
- The credential is an API key: in Freshdesk click your avatar (top right) → Profile settings → View API key.
- The key reads as its owner: an admin's key sees every ticket, an agent's key only what that agent can see — pick accordingly. Only reads are ever issued; nothing is written to Freshdesk.
- Documents → Freshdesk (support), enter the Domain — the your-company in your-company.freshdesk.com, as the address bar shows it while you're signed in.
- Paste the API key.
- Optionally set History to sync (days) under Advanced — blank reads tickets updated in the last 365 days.
- Choose access groups, Test, then Sync.
What comes in
- Each ticket becomes a document titled with its number and subject, carrying status (open, pending, resolved or closed), priority (low to urgent), company, requester, agent, the last update date and the description; its tags tie it to the same topics elsewhere.
- The full conversation renders underneath, each reply named and dated — an agent by name, the requester under theirs — and a private agent reply is labelled internal note. Up to 150 replies of a thread are read; a longer one is noted on the sync.
- The thread is re-read only when the ticket changes — every reply moves its update time — so unchanged tickets cost nothing later.
| History to sync (days) | Optional (Advanced) — tickets last updated more than this many days ago aren't read on a sync. Blank = 365. Without an explicit window Freshdesk's API returns only the last 30 days of tickets, so this is also what makes older history list at all. Tickets already synced stay searchable when they age out of the window; remove a document under Documents if one really must go. |
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Access
Freshdesk exposes no per-ticket viewers to mirror, so the access groups chosen on the source cover every ticket it brings in — access is allow-only. Freshdesk's agents (never end-user customers) are also offered to “import your team”.
Test reports how many recent tickets are visible; a wrong key reads “Freshdesk rejected the credentials”. Each sync keeps the 3,000 most recently updated tickets inside the window and says so when the cap is hit. Freshdesk archives closed tickets out of its own listing after roughly 120 days on most plans and never lists them again — tickets already synced here stay searchable after that, and after they age out of the window: the archive is Freshdesk hiding them, not you deleting them. Revoke the key on Freshdesk's side and the next Test reports it rejected.
Last updated 20 Sep 2026