FreshDesk

Last updated: December 24, 2025

Unwrap integrates with FreshDesk to import and analyze your customer support tickets and conversations, giving you actionable insights from every support interaction.

Step 1: Create New FreshDesk Integration

  • Go to the Integrations page in Unwrap.

  • Locate the "FreshDesk" integration and click Select.

Step 2: Enter FreshDesk Information

You'll be prompted to provide the following details:

  • Integration Name: Enter a unique name for this integration that accurately reflects the feedback source or purpose (e.g., "FreshDesk Support - North America"). Name the integration as accurately as possible to ensure clarity for your team.

  • FreshDesk Domain: Enter your FreshDesk subdomain only. For example, if your FreshDesk URL is https://mycompany.freshdesk.com, enter just mycompany.

  • API Key: Provide your FreshDesk API key. You can find this in your FreshDesk admin panel under Admin → API Settings.

Step 3: Authenticate, Validate, and Submit

  • Click Authenticate to connect your FreshDesk account using your domain and API key.

  • Once authenticated, click Validate to confirm your domain and API credentials.

  • After validation is successful, click Submit.

  • Data ingestion and analysis will begin. Please allow 2–3 hours for your FreshDesk data to appear in Unwrap.

What Data is Imported

The FreshDesk integration imports the following data:

  • Support Tickets: All tickets with their subjects, descriptions, and metadata

  • Ticket Conversations: All conversation threads within each ticket, including both customer and agent messages

  • Contact Information: Requester details and contact information

  • Company Information: Associated company data when available

  • Ticket Metadata: Creation dates, status, priority, and other ticket properties

Rate Limits, Pagination, and API Considerations

The integration respects FreshDesk's API rate limits:

  • Maximum 45 requests per minute

  • 2-second delay between requests

  • Automatic pagination handling (up to 300 pages)

  • Data is fetched in batches of 100 tickets per request

  • Only tickets updated within the last 30 days are fetched automatically