Freshdesk
Analyze support tickets, agent performance, and customer satisfaction
Connect Freshdesk to Scoop to analyze your customer support operations, track ticket trends, monitor SLA compliance, and measure agent performance.
AI-Assisted Setup
When connecting Freshdesk to Scoop, choose "Guide me with AI" for an intelligent, guided setup experience.
Available Analysis Templates
| Template | Object | Data Mode | Best For | What You'll Analyze |
|---|---|---|---|---|
| Ticket Volume & Status (Default) | tickets | Snapshot | Support operations | Volume trends, status distribution, SLA compliance |
| Agent Workload & Assignment | agents | Sync | Team management | Agent availability, workload distribution |
| Customer Companies | companies | Sync | Account analysis | Support patterns by customer organization |
| Customer Contacts | contacts | Sync | Customer tracking | Contact database, support history |
| Support Team Groups | groups | Sync | Team structure | Team organization, escalation paths |
Example Questions You Can Answer
Ticket Analysis:
- "How many tickets were created this week by priority?"
- "What's our ticket resolution rate?"
- "Which channels generate the most tickets (email, phone, chat)?"
- "How many tickets are overdue on their SLA?"
- "What's the distribution of Open vs Pending vs Resolved tickets?"
Agent Performance:
- "Which agents handle the most tickets?"
- "What's the average resolution time by agent?"
- "How many tickets are unassigned right now?"
- "Which group has the highest ticket load?"
- "How does ticket assignment vary by priority?"
Customer Insights:
- "Which companies submit the most support tickets?"
- "What's the ticket volume by customer industry?"
- "Which account tiers have the longest resolution times?"
- "How does ticket priority vary by company?"
SLA Compliance:
- "What percentage of tickets meet first response SLA?"
- "How many tickets are at risk of breaching SLA?"
- "Which priorities have the worst SLA compliance?"
- "What's our SLA performance trend over time?"
Need Something Different?
If the templates above don't match your needs, select "Something else" and describe what you want to analyze. For example:
- "I want to track escalation rates by team"
- "I need to see first response times by channel"
- "I want to analyze ticket tags for common issues"
Scoop's AI will recommend the right configuration for your specific use case.
Snapshotting for Ticket Analysis
Tickets change over time - status updates, assignments change, resolutions happen. Configure your Tickets extract as a Snapshot dataset to:
- Track how tickets progress through statuses
- Monitor SLA compliance over time
- Analyze backlog growth and reduction
- Compare ticket snapshots day-over-day or week-over-week
Pro Tip: Enable snapshotting on day one for tickets. Support teams need historical data to track resolution patterns and identify bottlenecks in their workflow.
Connecting Freshdesk to Scoop
- Create a new dataset in Scoop
- Select Freshdesk from the application list
- Enter your Freshdesk subdomain (e.g.,
yourcompanyfromyourcompany.freshdesk.com) - Enter your API Key (found in Profile Settings > Your API Key)
- Choose your analysis template or customize
- Save and extract data
What Data You Get
Tickets (19 fields)
Support requests with status, priority, and assignment information.
| Field | Description |
|---|---|
| Ticket ID | Unique identifier (prefixed with FD) |
| Subject | Ticket subject line |
| Description | Ticket body text |
| Status | Open, Pending, Resolved, or Closed |
| Priority | Low, Medium, High, or Urgent |
| Type | Ticket category |
| Source | Channel: 1=Email, 2=Portal, 3=Phone, 7=Chat, 9=Feedback Widget, 10=Outbound Email |
| Requester ID | Customer who opened the ticket |
| Responder ID | Agent assigned to ticket |
| Group ID | Team/department assigned |
| Company ID | Customer's organization |
| Created Date | When ticket was opened |
| Updated Date | When ticket was last modified |
| Due Date | SLA resolution deadline |
| First Response Due | First response SLA deadline |
| Is Escalated | Whether ticket has been escalated |
| Tags | Ticket labels |
| Is Spam | Whether ticket is marked as spam |
| CC Emails | Additional email recipients |
Contacts (13 fields)
Customers who submit support requests.
| Field | Description |
|---|---|
| Contact ID | Unique identifier |
| Name | Customer name |
| Contact email | |
| Phone | Phone number |
| Mobile | Mobile phone number |
| Company ID | Associated company |
| Created Date | When contact was created |
| Updated Date | When contact was last modified |
| Active | Whether contact is active |
| Job Title | Customer's role |
| Language | Preferred language |
| Time Zone | Contact's time zone |
| Tags | Contact labels |
Companies (11 fields)
Customer organizations.
| Field | Description |
|---|---|
| Company ID | Unique identifier |
| Name | Company name |
| Description | Company description |
| Domains | Email domains associated with company |
| Created Date | When company was created |
| Updated Date | When company was last modified |
| Notes | Additional notes about the company |
| Health Score | Customer health indicator |
| Account Tier | Service level tier |
| Renewal Date | Contract renewal date |
| Industry | Business industry |
Agents (10 fields)
Support staff who handle tickets.
| Field | Description |
|---|---|
| Agent ID | Unique identifier |
| Name | Agent's full name |
| Agent email | |
| Ticket Scope | Access level: 1=Global, 2=Group, 3=Restricted |
| Available | Current availability status |
| Occasional Agent | Whether agent is part-time/occasional |
| Created Date | When agent was created |
| Updated Date | When agent was last modified |
| Group IDs | Teams agent belongs to |
| Role IDs | Roles assigned to agent |
Groups (9 fields)
Support teams and departments.
| Field | Description |
|---|---|
| Group ID | Unique identifier |
| Name | Team name |
| Description | Team description |
| Created Date | When group was created |
| Updated Date | When group was last modified |
| Escalate To Group | Escalation target group |
| Unassigned Duration | How long tickets can be unassigned |
| Agent IDs | Agents in this group |
| Auto Assign | Whether tickets auto-assign to this group |
Analysis Examples
Ticket Volume Trends
Track daily, weekly, or monthly ticket volume with breakdowns by:
- Status (Open, Pending, Resolved, Closed)
- Priority (Low, Medium, High, Urgent)
- Channel (Email, Phone, Chat, Portal)
- Group/team
SLA Performance
Monitor service level compliance:
- First response SLA adherence
- Resolution SLA adherence
- At-risk tickets approaching SLA breach
- SLA trends over time
Agent Productivity
Analyze support team performance:
- Tickets handled per agent
- Resolution time by agent
- Workload distribution across team
- Escalation patterns
Customer Support Patterns
Understand customer needs:
- Tickets by company
- Support volume by account tier
- Priority distribution by customer
- Industry-specific ticket patterns
Best Practices
- Start with Tickets: The tickets object contains the core support metrics
- Enable Snapshotting: Track ticket lifecycle and SLA compliance over time
- Combine with Companies: Blend tickets + companies for customer-centric analysis
- Use Tags: Freshdesk tags help categorize issues for root cause analysis
Troubleshooting
Connection Issues
- Verify your subdomain is correct (just the prefix, not full URL)
- Check that your API key is valid (regenerate if needed)
- Ensure your Freshdesk account has API access enabled
Missing Data
- Only tickets you have permission to view are included
- Historical tickets may require pagination for large volumes
- Some fields require specific Freshdesk plan features
Updated 2 days ago