Overview

The Freshdesk integration enables Enterpret to ingest customer support tickets directly into Enterpret.

Enterpret uses a Freshdesk API key to authenticate and ingests new data every 4 hours through the Freshdesk API.

When you integrate Freshdesk for the first time, it takes around 15-20 minutes for Enterpret to ingest every 10,000 customer support tickets.

Configure

Getting the Freshdesk API key

Reference Link: https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key

Here's how you can get your API key:

Log in to your Freshdesk account
Click on your profile picture on the top right and select 'Profile Settings'

In the sidebar on the right, you will find the API Key

Copy the raw API key shown in Freshdesk Profile Settings.

⚠️ Enter the raw API key only.

Do not include the Basic prefix, paste a complete Authorization header, or Base64-encode the key. Enterpret applies the required authentication encoding automatically.

You can reset the API Key to deauthorize an app from connecting to your helpdesk. But doing so will disconnect all other apps that were using this key to connect to the helpdesk as well. You will need to provide the new key to the other apps to continue using them again.

Note: The API key will be displayed only when the agent is verified.

Authorize Enterpret to access Freshdesk data

Go to https://dashboard.enterpret.com/
Click on "Sign in with Google" and log in with your work email
Once you have logged in successfully, navigate to integrations page by clicking on Logo at bottom left then 'Integrations'.
Click on the "+ New Integration" button.
Choose "Freshdesk" from the presented options and click "Connect".
Enter your Freshdesk company subdomain, raw API key, and optional Group ID in the configuration modal.

⚠️ Enter only your Freshdesk company subdomain — not the full URL.

Your Freshdesk URL looks like https://<subdomain>.freshdesk.com. Enter only the <subdomain> part.

✅ yourcompany

❌ yourcompany.freshdesk.com

❌ https://yourcompany.freshdesk.com

❌ yourcompany.freshdesk.com/a/tickets

❌ support.yourcompany.com (custom domains aren't supported — use the subdomain from your *.freshdesk.com URL)

Pasting anything else will create a broken integration that has to be deleted and re-created.

Choose which Freshdesk groups to import

Group ID is optional and must be a numeric value.

To import tickets from every group in the Freshdesk account, leave Group ID blank.
To import tickets from one specific group, enter that group's numeric Group ID.
To import several groups as separate integrations, create one Freshdesk integration for each Group ID. Reuse the same company subdomain and raw API key, but enter a different Group ID for each integration.

Troubleshoot invalid credentials

If the integration reports 401 invalid_credentials or Connection expired:

Confirm that the API key was copied directly from Freshdesk Profile Settings.
Remove any Basic prefix, complete Authorization header, or Base64 encoding.
Confirm that the Freshdesk agent associated with the key is verified and can access the required groups and tickets.
Update the API key and retry the connection.

Freshdesk uses API-key authentication for this integration; there is no OAuth authorization flow to renew.

Note: You can find your Freshdesk subdomain in the URL of your Freshdesk homepage.