Import Freshdesk Data to Google Sheets

Freshdesk is a cloud-based customer support platform. It has a rich collection of API endpoints that allow you to easily collect data from just about anywhere within your customer support pipeline. In this article we’ll be connecting to the Freshdesk API from Google Sheets, using the API Connector add-on for Sheets. So let’s jump in and see what we can fetch!

PART 1: CONNECT TO FRESHDESK API

You will need to create an account and login 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 AND PULL INTO SHEETS

You should navigate over to their great documentation now to figure out what data you want to fetch from Freshdesk. In this tutorial, we will pull up all the support tickets on our domain. To do that, we will use the following URL to access all pending tickets:

https://mixedanalytics.freshdesk.com/api/v2/tickets

Note: You MUST put in a domain name other than “domain” (which is default value in the documentation). The documentation doesn’t make this very clear (read more about this error here). Put whatever domain name you registered with here.

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

You’re almost done! There’s a few more steps we need to take to get your data into Sheets. Copy the above URL and paste it into your API Connector instance in Sheets.

Next, you need to encode your API key. Go ahead and copy your API key and paste it over here in this tool, then add a :X (yes a kissy face) to the end of your API key and hit the “Base64 Encode” button. It should look something like this:

freshdesk-img4

Copy the value from the arrow and head over to API Connector. Use the following format to insert a key value pair: Authorization: Basic {EnCoDeD ApIkEy:X} so that your instance of API Connector looks like this now:

You’re good to go! Send it to a sheet 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:

https://mixedanalytics.freshdesk.com/api/v2/contacts

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

https://mixedanalytics.freshdesk.com/api/v2/agents

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

https://mixedanalytics.freshdesk.com/api/v2/solutions/categories

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

https://mixedanalytics.freshdesk.com/api/v2/surveys/satisfaction_ratings

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