Freshdesk Integration
Capture feedback from Freshdesk tickets
Overview
The IdeaLift Freshdesk integration turns your support tickets into product intelligence. IdeaLift monitors your Freshdesk account for feature requests and feedback, automatically extracting ideas so nothing falls through the cracks. Your support agents can continue working in Freshdesk while product insights flow into IdeaLift.
AI Disclaimer: IdeaLift uses AI to identify and extract feature requests from support tickets. AI-generated content may occasionally be inaccurate or incomplete. We recommend reviewing extracted ideas before acting on them.
Requirements
- •IdeaLift Scale plan or higher
- •Freshdesk account (any plan with API access)
- •Freshdesk administrator permissions to generate an API key
Connecting Freshdesk
1Get Your Freshdesk API Key
In Freshdesk, click your profile icon → Profile Settings. Your API key is displayed on the right side of the page. Copy it.
2Connect in IdeaLift
Go to Dashboard → Integrations, find the Freshdesk card, and click Connect. Enter your Freshdesk subdomain (e.g., yourcompany.freshdesk.com) and paste your API key.
3Choose Ticket Groups
Select which Freshdesk groups or products IdeaLift should monitor. You can select all groups or limit to specific ones, such as "Product Feedback" or "Feature Requests."
4Run Initial Import
Optionally import existing tickets from a date range. IdeaLift analyzes each ticket for feature requests and creates ideas in your inbox.
How Ideas Are Captured
IdeaLift captures ideas from Freshdesk through several mechanisms:
Automatic AI Scanning
New and updated tickets in monitored groups are scanned by AI. Tickets containing feature requests, product suggestions, or improvement ideas are automatically captured.
Tag-Based Capture
Agents can tag any Freshdesk ticket with a configurable tag (default: "idealift") to manually trigger idea capture. This is useful for tickets the AI might not identify.
Type-Based Capture
Tickets with the type set to "Feature Request" in Freshdesk are automatically captured as ideas, regardless of AI analysis.
Ticket-to-Idea Mapping
When a Freshdesk ticket is captured, IdeaLift maps ticket fields to idea fields:
| Freshdesk Field | IdeaLift Field | Notes |
|---|---|---|
| Subject | Idea Title | AI may refine the title |
| Description | Idea Description | AI extracts the core request |
| Requester | Customer | Matched by email |
| Priority | Priority | Urgent/High/Medium/Low |
| Tags | Tags | Carried over |
| Ticket URL | Source Link | Direct link back to Freshdesk |
Duplicate detection: If a similar idea already exists, IdeaLift will suggest merging rather than creating a duplicate. Multiple tickets can be linked to the same idea, increasing its vote count.
Customer Attribution
Every idea captured from Freshdesk is automatically linked to the ticket requester. IdeaLift matches Freshdesk contacts to IdeaLift customer records by email.
- • Existing customers are matched automatically by email address
- • New customers are created in IdeaLift with name and email from the ticket
- • Company linking works if the Freshdesk contact has a company association
- • Revenue data is available when combined with a CRM integration like Salesforce or HubSpot
Troubleshooting
Connection fails with "Invalid API key"
Double-check that you copied the full API key from Freshdesk. Also verify that your Freshdesk subdomain is correct (just the subdomain, e.g., "yourcompany" not the full URL).
Tickets not being scanned
Verify that the ticket groups you want to monitor are selected in Dashboard → Integrations → Freshdesk → Settings. Only tickets in selected groups are scanned.
Too many irrelevant ideas captured
Narrow the monitored groups to those that typically contain product feedback. You can also switch from automatic AI scanning to tag-based capture only, giving agents control over what gets sent to IdeaLift.
API rate limits
Freshdesk API rate limits vary by plan. If you see rate limit errors during the initial import, the import will automatically resume after the cooldown period. No action needed.
Related Documentation
- Zendesk Integration — Alternative support desk integration
- HelpScout Integration — Capture feedback from HelpScout
- Intercom Integration — Capture feedback from Intercom
Need Help?
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