Freshdesk Connector
Prerequisites
- A Freshdesk account (any plan)
- Admin or Agent access to generate API keys
Getting Your Credentials
Freshdesk requires an API Key and your Subdomain.
Step 1: Find Your Subdomain
Your subdomain is the company identifier in your Freshdesk URL. For example, if you access Freshdesk at https://mycompany.freshdesk.com, your subdomain is mycompany.
Step 2: Find Your API Key
- Log into Freshdesk
- Click your profile icon in the top-right
- Go to Profile Settings
- Your API Key is displayed on the right side of the page under Your API Key
Note: The API key inherits the permissions of your Freshdesk account. Admin accounts have access to all data; agent accounts may have restricted access.
Configuration in Landed
| Field | Value |
|---|---|
| API Key | Your Freshdesk API key |
| Subdomain | Your Freshdesk subdomain (e.g., mycompany) |
Available Streams
| Stream | Description | Sync Mode |
|---|---|---|
tickets | Support ticket records with subject, status, priority, assignee, tags | Incremental |
contacts | Contact/requester records with name, email, phone, company | Incremental |
companies | Company records | Incremental |
agents | Agent/support staff records | Full refresh |
groups | Agent group definitions | Full refresh |
roles | Role definitions | Full refresh |
products | Product definitions | Full refresh |
time_entries | Time logged on tickets | Full refresh |
Common Issues
| Symptom | Cause | Fix |
|---|---|---|
401 Unauthorized | Invalid API key or subdomain | Verify both values in Freshdesk > Profile Settings |
403 Forbidden | Agent lacks required permissions | Use an Admin account to generate the API key |
| Truncated ticket data | Freshdesk pagination limit (30,000 records) | Freshdesk caps paginated results at 300 pages x 100 records. Landed uses incremental sync to work around this. |
| Missing custom fields | Fields not visible to the API key owner | Ensure the API key owner has access to all ticket forms |
Rate limit exceeded | Too many API calls | Landed handles rate limiting automatically |
Data Notes
- Freshdesk ticket statuses are returned as numeric codes: 2=Open, 3=Pending, 4=Resolved, 5=Closed
- Freshdesk priorities are numeric: 1=Low, 2=Medium, 3=High, 4=Urgent
- Custom fields are included in the
custom_fieldsJSON column - Freshdesk API uses Basic Auth with the API key as the username and
Xas the password
Static IPs for Allowlisting
If your Freshdesk configuration requires IP allowlisting:
- Production:
34.170.185.84,35.192.90.94 - Staging:
34.171.93.34