Search API Connector Documentation


Import Freshdesk Data to Google Sheets

In this article we’ll be connecting to the Freshdesk API from Google Sheets, using the API Connector add-on for Sheets.

Freshdesk is a cloud-based customer support platform with a rich collection of API endpoints that allow you to easily collect data from just about anywhere within your customer support pipeline. So let’s jump in and see what we can fetch!


Before You Begin

Click here to install the API Connector add-on from the Google Marketplace.

Part 1: Connect to the Freshdesk API

You will need to create an account and login to Freshdesk to gain access to your API key. Once logged in, navigate to the main dashboard, click on your profile pic in the top right corner and click Profile Settings.

Your API key will be on the right side, ready to go!


Part 2: Create your Freshdesk API Request URL

We’ll first pull up all the support tickets on our domain. To do that, we will use the following URL to access all pending tickets:

Just enter the domain you registered with where it says YOUR_DOMAIN.

Great! You’ve got a URL, so now let’s integrate Google Sheets and API Connector to get started with the data fetching process.

Part 3: Pull Freshdesk API Data into Sheets

We can now enter this URL into API Connector to get our data.

  1. Open up Google Sheets and click Extensions > API Connector > Open.
  2. In the Create tab, enter the API URL we just created.
  3. Next, you need to encode your API key. To encode your credentials, type your API key into this form, using the format API key:X. Your encoded credentials will appear underneath.

    The encoding script runs in your browser, and none of your credentials are seen or stored by this site.



  4. Copy the value from above and head over to API Connector. Use the following format to insert a key value pair: Authorization: Basic {Encoded API key} so that your instance of API Connector looks like this now:
  5. You’re good to go! Click Run and check out all your tickets.

Part 4: More Example API URLs

Let’s check out a few more from the documentation that may look interesting. To get all contacts, or all clients who have raised tickets in your domain, use the following URL:

To get a list of all your full and part-time support agents, use this one:

To check out all your knowledge base groups, use this one:

And another super useful one! Get the result of feedback surveys and clients’ satisfaction ratings:

Part 5: Handle Filtering

  1. Freshdesk allows you to filter your responses by adding query strings to the end of your URL. For example, their documentation for filtering tickets shows that you can add filter=[filter_name], requester_id=[id], email=[requester_email], company_id=[id], and updated_since=[date] to your API request URLs.
  2. In addition to Freshdesk’s query string filtering, API Connector provides its own filtering functionality through the visual field editor (just click the Edit Fields button to enter).
  3. Both filtering types can be used together. Freshdesk’s native query string filtering lets you request less data from the server, which speeds up response time from the server and limits the initial data set. API Connector’s field editor processes the data once the response has been received, which gives you better control about exactly which data gets displayed and speeds up the process of printing data into the sheet.

Part 6: Handle Pagination

By default, Freshdesk limits the number of records returned at one time to 30, as described here.freshdesk-img7

You can loop through pages automatically with pagination handling (paid feature). Freshdesk’s documentation shows that next page URLs are provided in a field called “Link”, so you would loop through your records like this:

  • URL: enter your request URL, including per_page=100
  • Pagination: next page URL
  • Next page path: Link
  • Run until: choose when to stop fetching data

Part 7: API Documentation

Official API documentation:

Previous Import Football Data from RapidAPI to Google Sheets
Next Import GitHub Data to Google Sheets

6 thoughts on “Import Freshdesk Data to Google Sheets”

  1. Thanks Ana for this great work.
    As I connected to the Freshdesk API I needed to make some changes to the headers Authorization value. It worked using only the API key with a “:” at the end (no API nor x) and encode this string. Hope this saves some time for somebody using Freshdesk and Mixed Analytics.
    Best regards

    • You don’t actually need to be logged in to use their API, so they’re providing a rather misleading error message. It just means you have entered invalid credentials. Please doublecheck that you’ve encoded your token and there aren’t any typos.

    • Based on their documentation, that’s not possible.

      The maximum number of objects that can be retrieved per page is 100. Invalid values and values greater than 100 will result in an error.

      The pagination section of this article shows how you can loop through to retrieve more than 100 values.


Leave a Comment

Table of Contents