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!

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!

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PART 2: CREATE YOUR FRESHDESK API REQUEST URL

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://YOUR_DOMAIN.freshdesk.com/api/v2/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

There’s just a few more steps we need to take to get your data into Sheets.

  1. Open up Google Sheets and click Add-ons > API Connector > Open.
  2. In the Create tab, enter the API URL we just created.
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  3. Next, you need to encode your API key. To encode your credentials, type your username and password into this form, using the format API key:x (yes a kissy face). 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 the arrow 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:
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  5. You’re good to go! Click Run and check out all your tickets.freshdesk-img6

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://YOUR_DOMAIN.freshdesk.com/api/v2/contacts

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

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

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

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

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

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

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