Search

Welcome to Datagrid
Welcome to Datagrid
Freshdesk

Freshdesk

The Freshdesk connector allows you to seamlessly pull data from your Freshdesk account into Datagrid. This integration enables you to leverage Datagrid's powerful data analysis and visualization tools with your Freshdesk data, providing enhanced insights and reporting capabilities for customer support and helpdesk operations.

1. How-to

1. Prerequisites

To configure the Freshdesk connector, follow these steps:

  • An active Freshdesk account with the necessary permissions to access the tickets and data you want to import into Datagrid.
  • A Freshdesk API key. You can generate this from your Freshdesk profile settings.
  • Select the data you want to import into Datagrid

2. Connect

Creating a dataset from the Freshdesk connector involves selecting the specific data you want to import via Freshdesk:

  1. Connect Freshdesk App: a. Click on the "+ Create” Button on the top left of the screen. b. Select the "Connect Apps" item. c. Search for the Freshdesk connector from the list. d. Log in with your Freshdesk account. Freshdesk may prompt you to authorize Datagrid's access to your Freshdesk data. Grant the necessary permissions to proceed. e. Click on the “Next” button.
  2. Pick your Data: a. Pick the Freshdesk data you want to include in your dataset (e.g., Tickets, Agents, Customers). b. Click the “Start First Import” Button to start syncing your Freshdesk dataset.

3. Set Up a Schedule

Scheduling regular data pulls ensures your Datagrid datasets remain up-to-date with the latest information from Freshdesk:

  1. Navigate to Freshdesk Dataset: a. Go to the left side panel and locate and click on the Freshdesk dataset you created.
  2. Schedule Settings: a. Click on the “...” on the top right of the dataset. b. Click on “Edit Pipeline” to edit your connector's name. c. Click the “Schedule” button on the right, beside the “Import Configuration” button.
  3. Configure Schedule: a. Set the desired frequency for data pulls (e.g., daily, weekly, monthly). b. Specify the time of day for the data pull to occur. c. Specify downtime if needed – when the sync should not happen. d. Click the “Update” button to update the new configuration.

2. Data Access

  • Tickets
  • Agents
  • Customers
  • Companies
  • Products
  • Conversations
  • Surveys
  • Time Entries

3. Use Cases

  • Ticket Resolution Analysis: Use Datagrid to analyze Freshdesk's ticket data to track key metrics such as resolution time, ticket volume, and customer satisfaction.
  • Agent Performance Management: Integrate Freshdesk's agent data with ticket data in Datagrid to track individual and team performance, identify top performers, and optimize agent effectiveness.
  • Customer Support Trend Analysis: Combine Freshdesk's customer and ticket data in Datagrid to identify common issues, track customer satisfaction trends, and improve customer support strategies.
  • Helpdesk Optimization: Use Datagrid to analyze Freshdesk's helpdesk data to identify bottlenecks, optimize workflows, and improve overall helpdesk efficiency.
  • Reporting and Analytics: Integrate Freshdesk's data with other business data in Datagrid to generate custom reports on customer support performance, agent productivity, and other key metrics.

4. FAQ

Q: What types of data can I import from Freshdesk into Datagrid?

  • A: You can import a wide range of data, including tickets, agents, customers, companies, products, conversations, surveys, and time entries.

Q: How often can I schedule data pulls from Freshdesk?

  • A: You can schedule data pulls daily, weekly, or monthly, depending on your needs.

Q: What permissions are required to connect Freshdesk to Datagrid?

  • A: You need an active Freshdesk account with the necessary permissions to access the tickets and data you want to import into Datagrid. Ensure you have the correct API key.

5. Support & Additional Resources