Freshdesk

A read-only API key integration that syncs Freshdesk tickets, conversations, contacts, and satisfaction ratings into Rippit on a schedule. For what applies to every integration, see how data integrations work. For the security model, see Data integration security.

Connection summary


Authorization	A Freshdesk API key, sent as HTTP Basic authentication with the key as the username
Scope parameter	None. The key acts as the agent it belongs to
Key requirement	The key must belong to an Administrator or Account Administrator with Grant API key access turned on
Writes to Freshdesk	None. Every call is a `GET`
Credentials shared with Rippit	The API key. Rippit stores it and uses it for every sync
Credential check	The subdomain and key are tested against Freshdesk before the connection is created. Rejected credentials create no connection, and Rippit does not keep them
Connection identity	Your Freshdesk subdomain. One connection per subdomain
Required Rippit role	Workspace admin
API base	`https://<subdomain>.freshdesk.com/api/v2`
API version	`v2`, in the path
Sync method	Scheduled polling
Attachments	Downloaded and stored by Rippit, including images inline in message bodies
Maximum historical backfill	90 days. The default is 7
Field selection limit	150 columns

Before you connect

Rippit asks for two values. The subdomain is the part of your Freshdesk URL before .freshdesk.com: acme in acme.freshdesk.com. You can paste the whole URL and Rippit extracts the subdomain. The API key is in Freshdesk under your profile picture, then Profile settings, then View API key. An admin key is required because the credential check reads /agents, which Freshdesk restricts to administrators. Because the key acts as its agent, Rippit can read everything that admin can read.

Data handling

Question	Answer
Is ticket content ingested, or only metadata?	Full content: the ticket description, its replies and notes (up to 100 per ticket), contacts, agents, groups, and satisfaction ratings. Exception: tickets with a source of Phone sync the same content except replies and notes
Are private notes ingested?	Yes. Private notes are stored and marked as not public
Are attachments stored?	Yes. File attachments and inline images are downloaded and stored rather than linked
Can Rippit modify Freshdesk?	No. No write code path exists
Is data used to train models?	No. Rippit does not train any AI models. Your data is used for inference only

What a ticket becomes in Rippit

Each Freshdesk ticket becomes one conversation in Rippit.

Rippit record	Content
Subject	The ticket subject
Agent	The ticket’s assigned agent (`responder_id`)
Start and end	The ticket’s created time and its last updated time
Resolved time	The ticket’s `resolved_at` time, when it has one
Default selected fields	Subject, status, platform (the ticket’s source channel, such as Email, Portal, Phone, or Chat), group name, tags, last assignee, commenters, first commenter, and last commenter
First comment	The ticket description. It is attributed to the requester, or to the assigned agent when the ticket is an outbound email
Conversation comments	Replies and notes, up to 100 per ticket, each attributed to its author. Not synced for tickets whose source is Phone. Freshdesk automation replies that have no author are attributed to a bot
Satisfaction ratings	Survey ratings, with any written feedback added as a comment
People	Contacts, with name, email, and phone, and agents, with name, email, phone, and job title

Status and platform labels are read from your account’s ticket fields, so renamed or custom statuses keep their names.

API endpoints

Authentication

Purpose	Endpoint	Method
Subdomain check, which fails with `404` if the subdomain is not a Freshdesk account	`/settings/helpdesk`	GET
Credential check, admin access	`/agents`	GET

Tickets, conversations, and people

Object	Endpoint	Method
Tickets changed since the last sync	`/tickets?order_by=updated_at&order_type=asc&per_page=100&updated_since=<time>`	GET
A single ticket, with resolution stats	`/tickets/<id>?include=stats`	GET
A single ticket, to re-sync it or refresh an attachment URL	`/tickets/<id>`	GET
A ticket’s replies and notes	`/tickets/<id>/conversations?per_page=100`	GET
Contacts changed since the last sync	`/contacts?per_page=100&_updated_since=<time>`	GET
A single contact, by ID	`/contacts/<id>`	GET
All agents	`/agents?per_page=100`	GET
A single agent, by ID	`/agents/<id>`	GET
Satisfaction ratings created since the last sync	`/surveys/satisfaction_ratings?per_page=100&created_since=<time>`	GET
A single conversation, to refresh an attachment URL	`/conversations/<id>`	GET
A ticket’s satisfaction ratings	`/tickets/<id>/satisfaction_ratings`	GET
Groups	`/groups?per_page=100`	GET
Products	`/products?per_page=100`	GET
Ticket field definitions, for status and source labels	`/ticket_fields`	GET
A sample ticket and contact, for field discovery	`/tickets?include=stats` and `/contacts`	GET
Attachments	The `attachment_url` on each attachment, as returned by Freshdesk	GET

The list endpoints (tickets, contacts, agents, groups, products, and satisfaction ratings) page with the Link response header, and Rippit follows the next link until it is absent. A ticket’s conversations are fetched as one page of up to 100. Conversations are not a list endpoint. Each ticket returned by the tickets list is refetched by ID, and its conversations are fetched separately. Tickets whose source is Phone are refetched, but their conversations are not requested. Freshdesk attachment URLs expire within minutes, so before downloading each file Rippit refetches its ticket (/tickets/<id>) or conversation (/conversations/<id>) by ID to get a fresh URL.

Sync behavior


Ticket discovery	Filtered on `updated_since`, oldest first, link-header pagination
Ticket detail and conversations	Refetched per ticket, one request each. Conversations are one page of up to 100
Contacts	Filtered on `_updated_since`. Contacts missing from tickets synced in the last 7 days are fetched by ID once a day
Agents	Full list on every sync
Groups and products	Full list once a day
Satisfaction ratings	Filtered on `created_since`
Update handling	An updated ticket is listed again, and the ticket and its conversations are refetched
Resumption	High water mark on ticket `updated_at`. Changed tickets only, no full rescan

Rate limiting

Freshdesk limits API calls per minute for each account. Rippit reads X-RateLimit-Total and X-RateLimit-Remaining on each response and slows down as the remaining budget runs low. Because conversations take one request per ticket, a large backfill spends most of its budget there, which is why the default backfill is 7 days.

Getting Started

Connecting your Data

Using Rippit

Connecting to your AI Agent

Use cases

Reference

Connection summary

Before you connect

Data handling

What a ticket becomes in Rippit

API endpoints

Authentication

Tickets, conversations, and people

Sync behavior

Rate limiting

​Connection summary

​Before you connect

​Data handling

​What a ticket becomes in Rippit

​API endpoints

​Authentication

​Tickets, conversations, and people

​Sync behavior

​Rate limiting

Connection summary

Before you connect

Data handling

What a ticket becomes in Rippit

API endpoints

Authentication

Tickets, conversations, and people

Sync behavior

Rate limiting