Connecting to Freshdesk

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

Step 1 - Log in to your BrightGauge Account

If you haven’t created an account yet, go here to get started.

If you are logged in with a New Account:

From the account Overview page, click on the Add a Datasource button:

 If you are logged in with an Existing Account:

Click on the Data menu at the top righthand corner of the screen, and select Datasources from the drop-down menu:


Find the Freshdesk datasource under "All" or under the appropriate category:


Step 2 - Find the API key in Freshdesk

You'll need to find your API key in Freshdesk.

  1. Login to Freshdesk and then click on your user profile picture (or first letter of your first name) at the top right and then click on profile settings.


  2. Once on the Profile page, locate the box that says Your API Key to the right and copy your API key to use in Step 3.


Step 3 - Configure the Freshdesk datasource in BrightGauge

Now head back to BrightGauge and finish what you left off at in Step 1. You should be at the screen below. Fill it out.


  1. Name the datasource whatever you want. Most will just call it Freshdesk
  2. Fill out the first part of the URL. This is the same URL you use to login to Freshdesk
  3. This is the API key you found and copied in Step 2

Step 4 - Test Connection

Once you've filled out all of the fields, make sure to test the connection.  If successful, save the connection.

Please note, a common issue we have seen clients experience is with the "AutoFill" feature in web browsers inputting the wrong the credentials for the database user field. When a test connection is successful, the page is refreshed and the autofill takes effect automatically without the user realizing. The user then selects save, accidentally saving the autofilled credentials which are incorrect. A way to prevent this issue is to open a private browsing window (or incognito window) to fill out the datasource configuration page, or simply retyping the credentials after the test connection and clicking Save.

Dashboards, reports, datasets, and gauges will be added to your account after the datasource is saved. They will start syncing immediately and typically complete syncing after 20-30 minutes. 

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.


  • Survey Responses  - This dataset contains survey responses submitted in the last 365 days.
  • Ticket StatisticsAll 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 EntryThis dataset has time entry info on entries made in the last 365 days.
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