Freshdesk integration for Dimension Labs
This brings in each Freshdesk ticket as one conversation: the customer's original description, then the replies and public notes. You run it on your side: a small script pulls from the Freshdesk API and posts each message to the universal API.
- Platform
- Freshdesk
- Type
- Support desks
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-13, against Freshdesk's documentation
Every Freshdesk message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
ticket description_text, then conversation body_text text Both are plain text. Skip conversations where private is true.
ticket requester_id userId Freshdesk's internal contact id for the customer, on both their messages and the agents' replies.
conversation user_id equals ticket requester_id incoming true for the requester's messages. The description is always true. Freshdesk's own incoming field means "created from outside", not "written by the customer", so don't use it for this.
ticket id sessionId Prefix it, for example freshdesk-20.
ticket id conversationId Same value as sessionId.
ticket created_at for the description, conversation created_at for the rest dimensionlabs_timestamp Convert with toMillis.
ticket source, status, priority, type, tags, group_id, company_id platformJson company_id lets you join to account data.
5 steps. Then it runs on its own.
A small job on your side reads Freshdesk through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Rate limits, per Freshdesk, are per minute for the whole account and depend on the plan: Growth 100 (Tickets List 40), Pro 400 (Tickets List 100), Enterprise 700 (Tickets List 200), and 50 for trial accounts. Every response has X-RateLimit-Total and X-RateLimit-Remaining headers, and a rate-limited response has Retry-After (rate limit).
Open the full Freshdesk guide ›- 01Get API access in Freshdesk
- 02Pull new tickets
- 03Map the fields
- 04Send it
- 05Run it
What you need
- A Freshdesk agent account that can view the tickets you want to send.
- That agent's Freshdesk API key.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Freshdesk data.
- Which ticket themes come before a cancellation?
- What drives repeat contacts this month?
- Which issues take the most agent time, by reason?
Freshdesk integration questions
Does Dimension Labs integrate with Freshdesk?
Yes. A small job on your side reads Freshdesk through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Freshdesk's documentation on 2026-10-13.
What Freshdesk data does Dimension Labs bring in?
This brings in each Freshdesk ticket as one conversation: the customer's original description, then the replies and public notes. You run it on your side: a small script pulls from the Freshdesk API and posts each message to the universal API.
What do I need to connect Freshdesk?
A Freshdesk agent account that can view the tickets you want to send. That agent's Freshdesk API key. A Dimension Labs API key for a new Universal API source.
How often does Freshdesk data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Freshdesk?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.