Get valuable insights into your customer support performance by connecting your Freshdesk account to Power My Analytics. This guide will walk you through setting up Freshdesk as a data source and creating reports to track your ticket volume, SLA compliance, and response and resolution times.

Prerequisites

Before connecting Freshdesk to Power My Analytics, ensure you have:

• An active Freshdesk account
• An admin-level Freshdesk API key
• Your Freshdesk domain (for example, yourcompany.freshdesk.com)

Find Your Freshdesk API Key

Freshdesk authenticates with an API key rather than a standard sign-in. You will locate your API key in Freshdesk and enter it in Power My Analytics when adding Freshdesk as a data source.

• Log in to Freshdesk, click your profile picture (top right), and select Profile Settings. Your API key is displayed on the Profile Settings page.
• Your Freshdesk domain is the address you use to access your helpdesk (for example, yourcompany.freshdesk.com).

Your API key inherits the permissions of your Freshdesk user profile. Use an API key from an admin-level user so Power My Analytics can access all of your ticket data.

Adding Freshdesk as a Data Source

1. Go to your Power My Analytics hub and select Sources from the main menu.
2. Click + Add new source and choose Freshdesk from the gallery of data sources.
3. Enter your Freshdesk domain and your admin-level API key.
4. Click Connect to authenticate and finish adding your Freshdesk account as a data source.

For step-by-step connection instructions, see How to Connect to Freshdesk.

Creating a Data Studio Report

Follow these steps to create a Data Studio report using your Freshdesk data:

1. In the PMA hub, navigate to Reports > Data Studio.
2. Select Freshdesk under Create Data Studio Report (this will open the official Data Studio application in a new window).
   • Step 1: Name your data source (e.g., "Freshdesk - Business Name"); choose your PMA hub from the Power My Analytics Hub dropdown; optionally leave "Use report template for new reports" checked to use the PMA demo template; then click Next.
   • Step 2: Under User Account, select your Freshdesk account (for real data) or "Sample Account" (for sample data), then click Next.
   • Step 3: Click Connect (top right) to complete the data source configuration.
   • Step 4: Click Create Report (top right).

You can also start from the ready-made Freshdesk Data Studio demo template.

Average Resolution Time and Average First Response Time only work correctly in scorecards when the metric's aggregation is set to Average. Otherwise, the scorecard will sum up the average resolution or response times of all your agents.

Key Reports and Fields

Freshdesk data in Power My Analytics offers a wide range of metrics and dimensions for your reports. Some popular metrics include:

• Key Performance Metrics: Closed Tickets; Open Tickets; Pending Tickets; Avg Resolution Time; Avg First Response Time; Unresolved Tickets by Source; Resolved Tickets, Unresolved Tickets, and Spam by Responder ID

For a complete list of available Freshdesk fields, refer to the Schema Explorer.

Limitations and Important Considerations

• Backfilling: Up to 2 years of historical data. Power My Analytics performs an initial backfill of 24 months of data when you first connect your Freshdesk account as a data source.
• Scorecard aggregation: Average Resolution Time and Average First Response Time must use the Average aggregation in scorecards; otherwise the scorecard sums the averages of all agents.
• Beta connector: The Freshdesk connector is currently in beta. If you spot anything unexpected, we would love to hear from you.

Unavailable Data

If there are additional Freshdesk fields or reports you would like to see in Power My Analytics, please submit a ticket with screenshots of the reports you would like to build.

Troubleshooting

See our article Basic Troubleshooting for information on issues that may affect the Freshdesk connector.