> AI agents: this is one page from PostHog's docs. Full index of Markdown docs for LLMs: https://posthog.com/llms.txt

# Linking Freshdesk as a source

Canonical URL: https://posthog.com/docs/data-pipelines/sources/freshdesk

> **Cloud region:** This page uses US Cloud hosts. For an EU Cloud project, use `https://eu.posthog.com` instead of `https://app.posthog.com` (app host for links).

## On this page

- [Adding a data source](#adding-a-data-source)
- [Available tables](#available-tables)
- [Sync limitations](#sync-limitations)
- [Configuration](#configuration)
- [Supported tables](#supported-tables)

![](https://res.cloudinary.com/dmukukwp6/image/upload/texture_tan_9608fcca70)

![](https://res.cloudinary.com/dmukukwp6/image/upload/texture_tan_dark_a92b0e022d)

Let AI connect your sources for you

Skip the manual setup — run this in your project and the wizard auto-detects your databases and APIs and connects them to PostHog.

`npx @posthog/wizard warehouse`

![PostHog Wizard hedgehog](https://res.cloudinary.com/dmukukwp6/image/upload/wizard_3f8bb7a240.png)

![](https://res.cloudinary.com/dmukukwp6/image/upload/wizard_3f8bb7a240.png)Let AI connect your sources for you

Enter your Freshdesk domain and API key to pull your Freshdesk support data – tickets, contacts, companies, agents, and more – into the PostHog data warehouse.

## Adding a data source

1.  Go to the [sources tab](https://app.posthog.com/data-management/sources) of the data pipeline section in PostHog.
2.  Click **\+ New source** and then click **Link** next to Freshdesk.
3.  Next, gather your Freshdesk credentials:
    -   **Freshdesk domain** – the subdomain in your Freshdesk URL, e.g. `acme` for `acme.freshdesk.com`.
    -   **API key** – on your Freshdesk profile settings page (click your profile picture → **Profile settings**; the API key is shown in the right sidebar).
4.  Back in PostHog, enter the credentials and click **Next**.
5.  Select the tables you want to sync, set the sync method and frequency, then click **Import**.

Once the syncs are complete, you can start using Freshdesk data in PostHog.

## Available tables

| Table | Description | Sync method |
| --- | --- | --- |
| `tickets` | Support tickets | Incremental |
| `contacts` | Contacts | Incremental |
| `companies` | Companies | Full refresh |
| `agents` | Support agents | Full refresh |
| `groups` | Agent groups | Full refresh |
| `roles` | Agent roles | Full refresh |
| `products` | Products | Full refresh |
| `skills` | Agent skills | Full refresh |
| `ticket_fields` | Ticket field definitions | Full refresh |
| `time_entries` | Time entries logged on tickets | Full refresh |
| `satisfaction_ratings` | Customer satisfaction survey ratings | Full refresh |
| `sla_policies` | SLA policies | Full refresh |
| `business_hours` | Business hours definitions | Full refresh |
| `canned_response_folders` | Canned response folders | Full refresh |

**Incremental** tables sync only new or updated records on each run. **Full refresh** tables reload all data on each sync.

## Sync limitations

Only `tickets` and `contacts` have a server-side `updated_since` filter, so they support incremental sync on the `updated_at` field. All other tables are full refresh only. Freshdesk caps the tickets list at roughly 300 pages per query; syncing `tickets` incrementally keeps each window small and lets the watermark advance across runs to page beyond that cap.

## Configuration

| Option | Type | Required |
| --- | --- | --- |
| `Freshdesk domain` | text | Yes |
| `API key` | password | Yes |

## Supported tables

| Table | Description | Sync method | Incremental field | Primary key |
| --- | --- | --- | --- | --- |
| `tickets` | A support request raised by a customer and tracked through to resolution. | Incremental, Full refresh | updated\_at | — |
| `contacts` | A customer or requester who can raise tickets with the helpdesk. | Incremental, Full refresh | updated\_at | — |
| `companies` | An organization that groups together related contacts. | Full refresh | — | — |
| `agents` | A helpdesk agent who responds to and works on tickets. | Full refresh | — | — |
| `groups` | A group of agents that tickets can be assigned to. | Full refresh | — | — |
| `roles` | A role defining the set of privileges granted to agents. | Full refresh | — | — |
| `products` | A product that tickets can be associated with. | Full refresh | — | — |
| `skills` | A skill used to route tickets to agents with matching expertise. | Full refresh | — | — |
| `ticket_fields` | A field on the ticket form, default or custom. | Full refresh | — | — |
| `time_entries` | A record of time logged by an agent against a ticket. | Full refresh | — | — |
| `satisfaction_ratings` | A customer satisfaction (CSAT) rating submitted for a ticket. | Full refresh | — | — |
| `sla_policies` | An SLA policy defining response and resolution time targets for tickets. | Full refresh | — | — |
| `business_hours` | A set of working hours and holidays used for SLA calculations. | Full refresh | — | — |
| `canned_response_folders` | A folder grouping related canned (pre-written) agent responses. | Full refresh | — | — |
| `contact_fields` | A field on the contact form, including the choices of a dropdown field. | Full refresh | — | — |
| `conversations` | A reply or note on a ticket -- the support conversation behind the ticket. | Incremental, Full refresh | updated\_at | — |
| `canned_responses` | A pre-written response an agent can insert into a reply. | Full refresh | — | — |
| `solution_categories` | A top-level grouping of knowledge base solution folders. | Full refresh | — | — |
| `solution_folders` | A folder of knowledge base articles inside a solution category. | Full refresh | — | — |
| `solution_articles` | A knowledge base article, with the view and rating counts used to measure deflection. | Full refresh | — | — |