Freshdesk Integration
Connect ProductBridge to Freshdesk to automatically analyze resolved and closed support tickets for product feedback — with scheduled polling and an optional webhook for near-real-time sync.
Overview
The Freshdesk integration connects your Freshdesk helpdesk to ProductBridge. Once connected, tickets that reach Resolved or Closed status are analyzed by AI to extract feature requests, bug reports, and pain points — and tickets that contain product feedback automatically become feedback posts.
By default, ProductBridge polls Freshdesk every 30 minutes for newly resolved tickets. For near-real-time sync, you can optionally set up a webhook in Freshdesk using the guided setup shown after you connect.
Prerequisites
-
A Freshdesk account with admin access
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Your Freshdesk domain (e.g.,
yourcompany.freshdesk.com) -
A Freshdesk API key (found in your Freshdesk Profile Settings)
-
A ProductBridge organization with at least one feedback board configured
Connect Freshdesk
Open the Integrations catalog
Sign in to your ProductBridge dashboard, click Connect Sources in the sidebar, and select Freshdesk.
Enter your domain and API key
Enter your Freshdesk domain (e.g., company.freshdesk.com) and your API key. ProductBridge validates the credentials against your Freshdesk account before connecting.
Optionally import historical data
Toggle on Import historical data and pick a window between 1 and 30 days to backfill resolved and closed tickets from that period. This is off by default — without it, only tickets resolved after you connect are analyzed.
Click Connect Freshdesk
The integration status updates to Connected. From this point on, ProductBridge polls Freshdesk every 30 minutes for newly resolved tickets. If you enabled historical import, the backfill starts in the background.
Webhook Setup (Optional)
Polling every 30 minutes works without any extra setup. If you want resolved tickets to sync in near real time, set up a webhook in Freshdesk. After connecting, the integration page shows a Webhook Setup (Optional) guide with a copyable webhook URL and payload template.
Open Freshdesk Automations
Log in to your Freshdesk admin panel. Click the Admin (gear) icon in the bottom-left, then go to Automations.
Create a Ticket Update rule
Go to the Ticket Updates tab and click New Rule. Name it "ProductBridge Webhook".
Set conditions
Under "When an action performed by", select Agent. Add the condition Status > Changed to > Resolved. Optionally add another condition for Closed.
Add the webhook action
Under "Perform these actions", select Trigger Webhook and set the request type to POST. Paste the Webhook URL from the ProductBridge integration page into the URL field.
Configure the payload
Set Encoding to JSON and select Advanced under Content. Paste the JSON payload template from the ProductBridge integration page into the content field.
Save and enable
Click Preview to verify, then Save to activate the rule. Freshdesk now sends ticket events to ProductBridge in real time.
The webhook is purely an accelerator — even with no webhook, every resolved ticket is picked up by the 30-minute poll.
How Feedback Is Processed
Every resolved or closed ticket — whether delivered by webhook or picked up by polling — runs through ProductBridge's AI pipeline:
| Stage | What Happens |
|---|---|
| Normalize | Ticket subject, status, priority, tags, and requester info are combined into a structured format |
| Detect | An LLM determines whether the ticket contains actionable product feedback. Routine support resolutions are discarded |
| Extract | An LLM extracts the feedback title, description, sentiment, priority, feature area, and pain points |
| Deduplicate | Semantic search checks for similar existing posts. If a close match exists, the ticket votes on the existing post instead of duplicating |
| Organize | An LLM assigns the right board, category, and tags |
Each imported item is tagged with its Freshdesk source, and requester information (name and email) is linked to ProductBridge user profiles.
Historical Import
Historical import is optional and off by default. When connecting, toggle on Import historical data and pick a window between 1 and 30 days. Resolved and closed tickets from that window are queued for AI analysis in the background.
Disconnect
To disconnect Freshdesk, open Connect Sources > Freshdesk and click Disconnect. ProductBridge marks the integration as disconnected and stops polling and processing tickets. Existing feedback posts remain in ProductBridge.
Disconnecting does not remove the automation rule you created in Freshdesk. If you set up the optional webhook, delete the "ProductBridge Webhook" rule in Freshdesk Admin > Automations > Ticket Updates yourself.