What is Freshdesk? #
Freshdesk is the cloud-based, agentic AI, customer engagement solution from Freshworks. Freshdesk lets you streamline your company’s customer support and helps you to efficiently manage your customers as you scale.Why Should You Use the Freshdesk Connector? #
The Freshdesk connector provides visibility into the assets and users managed by the service desk tools. You can use this visibility to:- ensure assets are managed per your security policies
- build relationships between users and assets
How Does This Connector Work? #
Lucidum executes read-only requests to the Fre4shservice REST API and ingests only meta-data about Freshdesk devices. Lucidum does not retrieve any data stored on your assets.Configuring the Connector in Lucidum #
| Field | Description | Example |
|---|---|---|
| URL | The URL of the Freshdesk API. | https://lucidum.freshdesk.com/api/v2 |
| API Key | The API key for a Freshdesk account with read access to the APIs. For details on locating the API key, see: https://support.freshdesk.com/support/solutions/articles/215517 | Â ************ |
| Data Lookback in Days | Number of days worth of data to ingest. Default value is 3.If you use the default value, the connector ingests data from today, yesterday, and the day before yesterday. | 3 |
Source Documentation #
Creating Credentials #
For details on creating a Freshdesk user, see: https://support.freshdesk.com/support/solutions/articles/37591Required Permissions #
Lucidum needs permissions to:
- View all agents
- View all groups
- View all roles
- View all tickets (plus create/update tickets for the action if needed)
- View all requesters/contacts
