Tickets - Freshdesk
Capacity integrates with Freshdesk helpdesk and ticketing platform, to pull ticket and conversation data into Conversation Intelligence for analysis. The integration authenticates using an API key tied to a Freshdesk agent account — no OAuth flow is required.
See Authorization for details on how to obtain a Freshworks API key
How It Works
Capacity connects to Freshdesk's API to retrieve ticket conversations. Once configured, Capacity pulls data on a scheduled basis; no webhook setup is required on the Freshdesk side for this integration.
What to Share with Capacity
| Item | Description |
|---|---|
| Account Email | For reference only |
| API Key | Dedicated account API Key |
| Subdomain | Account URL for your Freshworks instance. For example: [YOUR COMPANY].freshdesk.com |
| Agent Filtering | If agents should be filtered, provide the field name and rule for which agents should be included |
| Subject Filtering | If tickets should be filtered based on the ticket subject, provide the criteria for what should be included |
Always share credentials securely, never send as plain text in an email