Before you connect
You need a Freshdesk agent account with API access and permission to read the tickets you want to import. The connection inherits that agent’s permissions. You also need permission to manage integrations in your ClosedLoop AI workspace. Freshdesk connects with an agent API key and account domain. There is no OAuth authorization step.Connect Freshdesk
- In Freshdesk, open your profile menu and select Profile settings.
- Select View API Key, complete any Freshdesk verification, and copy the key. If it is disabled, a Freshdesk administrator must grant API key access in your agent settings.
- In ClosedLoop AI, open Integrations and choose Freshdesk.
- Enter the API key and your Freshdesk account domain. For the invented example
example.freshdesk.com, enterexample. A custom support domain cannot be used for the API connection. - Select Connect Freshdesk. ClosedLoop AI checks the account and API key before saving the connection.
- Choose whether to import one, three or six months of history, or skip the history import.
What is imported
ClosedLoop AI imports resolved and closed tickets available to the connected agent, including the original description and public conversation replies. Customer messages provide the evidence for product insights; agent replies provide context. The imported evidence includes the ticket title, customer contact details, company name when available, tags, original timestamps and a link to the ticket in Freshdesk. Private notes are excluded from the conversation transcript. Attachment files are not downloaded or analyzed. The connection reads Freshdesk data without changing tickets, posting replies or updating customers.History and ongoing imports
History windows use the ticket’s last updated date. They do not mean that every ticket was created or closed during that window. After connection, ClosedLoop AI checks Freshdesk on its scheduled sync. Skipping history still allows recent tickets to import. Open and pending tickets are not imported for analysis. Each ticket is imported once for the connection. Later edits or replies to an already imported ticket do not update the saved transcript.Check the connection
Open Freshdesk in Integrations to check the connection and import status. Then open the Data Log to follow imported tickets through processing. A connected status confirms the API key check; a completed ticket import confirms access to that ticket’s content. After processing, open a product insight to review its quoted customer feedback. Some tickets may be skipped when they contain no usable customer conversation or no relevant product feedback. A Processed status can also cover tickets skipped by classification. Check the Insights count to see whether product insights were created. The original ticket URL is retained with the imported record, but the insight detail view does not currently display a link to the ticket. Review original tickets directly in Freshdesk.Disconnect Freshdesk
Disconnect Freshdesk in Integrations to stop future imports. To revoke access in Freshdesk, regenerate the connected agent’s API key. Regenerating a shared key also affects other connections using it.Troubleshooting
- Account not found: enter the account name from your
.freshdesk.comaddress, rather than a custom support domain. - API key rejected: copy the current key from the connected agent’s Freshdesk profile and reconnect.
- Connected, but no tickets appear: confirm that the agent can read the expected tickets, that those tickets are resolved or closed, and that their updated dates match the selected history window.
- Rate limit reached: allow the scheduled sync to retry. Freshdesk API limits depend on your plan.