Freshdesk

Freshdesk is a cloud-based customer support software that helps businesses handle customer queries through a unified ticketing system. It streamlines customer service workflows and improves efficiency.

Before you begin

To begin monitoring Freshdesk, ensure you have the following components and permissions in place:

• OpenLM components: OpenLM Cloud Broker, approved in Broker Hub.
• Platform-specific Requirements: You'll need administrative access to your Freshdesk account to generate an API key with the necessary read permissions.

Configure data collection

1. Log in to your account.

2. Select your profile picture in the top right and choose Profile Settings.

   Freshdesk profile settings with API key option

3. On the right pane, select View API key and complete the captcha verification.

4. Copy-paste this as required to authenticate third-party solutions.

5. Add Credentials: In the OpenLM Cloud Broker dashboard, find the Freshdesk integration and enter your domain name and API key.

Freshdesk credential configuration in Cloud Broker

Approve Freshdesk in OpenLM Platform

1. Sign in to OpenLM Platform.
2. From the menu, go to License Servers → Pending Server.
3. Select the Freshdesk data source, then select Approve and Merge.

Verify the integration

1. In OpenLM Platform, go to Allocation.
2. Confirm Freshdesk usage data appears.

note

It can take up to 3 minutes for data to appear after approval.

Viewing reports

• User activity trends — see which users are most active in the platform; reallocate seats accordingly.
• Expired or unused licenses — identify inactive users and reclaim their seats.

Reference

• Broker Hub