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Connect Freshdesk

Link your Freshdesk account to Synthight with your domain and API key to sync tickets automatically.

Last updated: 2 min read
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Freshdesk connects with an API key — no OAuth app to create.

1. Get your Freshdesk API key

  1. Log in to your Freshdesk account.
  2. Click your profile icon in the top-right corner.
  3. Go to Profile Settings.
  4. Your API key is shown in the top-right of that page — copy it.

2. Connect in Synthight

  1. Sidebar → Workspace → Connections → click the Freshdesk card.
  2. Enter your Freshdesk Domain — the subdomain only, e.g. enter yourcompany for yourcompany.freshdesk.com, not the full URL.
  3. Paste your API Key.
  4. Click Test Connection & Continue.
Warning

Enter only the bare subdomain in the Domain field. Pasting a full URL (yourcompany.freshdesk.com or https://yourcompany.freshdesk.com) will cause the connection test to appear to succeed while importing zero tickets.

  1. Once the connection test passes, select which Groups to sync tickets from.
  2. Optionally choose Custom Fields to include for better filtering later, and toggle Include ticket tags in signals.
  3. Set your Sync Range, then click Complete Setup.

Changing what's synced later

Reopen the Freshdesk card and use Edit Groups to change your group selection — save with Save Changes.

Disconnecting

Reopen the card and choose Disconnect. This stops syncing new tickets and generating new insights from Freshdesk data.

Troubleshooting

SymptomLikely cause
"Failed to connect to Freshdesk"Domain entered as a full URL instead of the bare subdomain, or an invalid API key
No groups appearConfirm your Freshdesk account actually has groups configured

Next steps

Frequently asked questions

Where do I find my Freshdesk API key?
Log in to Freshdesk, click your profile icon in the top-right corner, go to Profile Settings, and copy the key shown in the top-right of that page.
Do I need to set up an OAuth app to connect Freshdesk?
No. Freshdesk connects with just an API key and your domain — there's no OAuth app to create, unlike Zendesk or Intercom.
Why did my connection test pass but no tickets are importing?
You likely entered the full URL (like yourcompany.freshdesk.com) instead of the bare subdomain in the Domain field. Re-enter just yourcompany, with no dots or protocol.
What does the "Include ticket tags in signals" option do?
It's an optional toggle during setup that includes your Freshdesk ticket tags as part of what Synthight analyzes, which can help with filtering later.
No groups appear when I try to connect Freshdesk — what's wrong?
This usually means your Freshdesk account doesn't have any groups configured yet. Set up at least one group in Freshdesk first, then retry.

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