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FreshDesk

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