Authorization
Capacity recommends creating a dedicated agent account for the Capacity integration on each Freshworks product (Freshdesk, Freshchat, and Freshcaller), rather than using a personal login or an existing shared admin account. This article explains why, and walks through locating the API key once the account is set up.
Why a Dedicated Account?
- Limited scope: The account only needs enough access to expose the data Capacity's integration reads — it does not need administrative, billing, or account-settings access.
- Continuity: The integration keeps working if the employee who originally set it up changes roles or leaves the company.
- Auditability: Activity from the integration is clearly attributable to a single, purpose-built account rather than mixed in with a person's day-to-day activity.
- Easy removal: If the integration ever needs to be disconnected, you can deactivate or reset the dedicated account without affecting any real user.
Recommended setup: Create the account with the minimum agent role available that still grants API access to the relevant module (tickets, conversations, or calls). Avoid assigning account administrator or billing permissions to this account.
Locating the API Key
The steps are nearly identical across all three products:
- Navigate to your product domain and log in using the dedicated account's credentials.
- Select the profile icon in the top-right corner of the page. A menu is displayed.
- Select Profile Settings.
- Locate Your API Key. Depending on the product, you may need to select a Show or View API Key button, and may be asked to complete a CAPTCHA to reveal it.
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 [YOUR COMPANY].freshcaller.com |
Always share credentials securely, never send as plain text in an email
Once received, Capacity will validate each connection and confirm successful data retrieval with you before any integration goes live.