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Connecting to Freshdesk

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Integrations Team

This document is a step by step guide for setting up the Freshdesk integration within BrightGauge.

Locate Your Freshdesk API Key

To locate your API key:

  1. Log in to your Freshdesk account.
  2. Click your user profile icon in the upper-right corner and select Profile settings.

    freshdesk-profile.png

  3. Copy your API Key.

    freshdesk-api.png

Connect to Freshdesk

To connect to Freshdesk:

  1. Log in to your BrightGauge account.
  2. Navigate to DATA> > Datasources.
    bg_data_datasources.png
  3. Click Add a New Datasource.
  4. Select CSAT.
    bg-datasources-csat.png
  5. Select Freshdesk.
  6. Enter a Name for the datsource.
  7. Enter your Freshdesk Subdomain and Freshdesk API Key.

    Note: For the Freshdesk integration with BrightGauge, you must have a valid Freshdesk account. You must use a URL at *.freshdesk.com. FreshService accounts and URLs ending in freshservice.com are not compatible with this integration.

  8. Click Test Connection.

    Tip: Verify your credentials have not changed after testing the connection. Some browsers may have an auto-fill feature that overwrites your credentials when the page refreshes after a successful connection. 

  9. After a successful connection, click Save. Dashboards, reports, datasets, and gauges begin syncing after the datasource is saved. The sync typically takes 20 to 30 minutes to complete.

 

Your Default Dashboards

  • SLA
  • Service Desk
  • Service Desk Leaderboard
  • Service Manager
  • Tech Dashboard

Your Default Reports

  • Freshdesk - Executive Summary
  • Freshdesk - Technician Daily Review
  • Freshdesk - Week in Review

For a list of all default gauges, please visit the Gauges section of your account, sort by the Datasource you'd like to see, and select for Default.  

If you have any questions, please contact Support by selecting Help > Open a Ticket from the top menu bar.

Datasets

  • Survey Responses  - This dataset contains survey responses submitted in the last 365 days.
  • Ticket Statistics - All tickets updated in the last 365 days, up to a maximum of 30,000 tickets. If more than 30,000 tickets were updated in the last 365 days, this dataset will contain the most recent 30,000 tickets. Spam tickets are removed.
  • Time Entry - This dataset has time entry info on entries made in the last 365 days.
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