Freshdesk Integration
Connect ProductBridge to Freshdesk to import feedback from support tickets filtered by category, tags, or priority.
Overview
The Freshdesk integration imports feedback from your Freshdesk support tickets into ProductBridge. Filter by category, tags, or custom fields to capture the feedback that matters most. Freshdesk groups and companies are mapped to ProductBridge user segments automatically.
Prerequisites
- A Freshdesk account with admin permissions
- Your Freshdesk domain (e.g.,
yourcompany.freshdesk.com) - A Freshdesk API key (found in Profile Settings > API Key)
Connect Freshdesk
Open Integration Settings
Navigate to Settings > Integrations > Freshdesk in your ProductBridge dashboard and click Connect.
Enter Credentials
Enter your Freshdesk domain and API key. ProductBridge validates the connection and displays your available ticket categories.
Select Scope
Choose which Freshdesk groups, products, or categories to monitor. You can connect multiple scopes and map each to different ProductBridge projects.
Configure Filters
Control which Freshdesk tickets get imported as feedback:
Select specific ticket categories to import. For example, import only tickets categorized as "Feature Request" or "Product Feedback".
Navigate to Integration Settings > Freshdesk > Categories and toggle on the categories you want to monitor.
Import tickets that match specific tags. You can combine multiple tags with AND or OR logic.
Add tags in Integration Settings > Freshdesk > Tag Filters.
Filter by any custom ticket field defined in your Freshdesk account. This is useful if you have a dedicated "Feedback Type" dropdown or similar field.
Freshdesk groups and companies are automatically mapped to ProductBridge user segments. This means you can filter and analyze feedback by customer segment without additional setup.
How It Works
Once connected:
- Freshdesk tickets matching your filters are imported into your ProductBridge feedback inbox
- Each item is tagged with "via Freshdesk" and includes the original ticket ID
- Requester information (email, company, group) is linked to ProductBridge user profiles
- Historical tickets are backfilled based on your configured time range
- All imported feedback flows into Feedback Intelligence for automatic categorization and analysis
The Freshdesk integration supports continuous sync. New matching tickets are imported within minutes of creation in Freshdesk.
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