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Connect Freshdesk or Freshservice to Realm to make support tickets and conversations searchable. Navigate to Settings > Data sources and click Connect on Freshdesk, or click Manage if already connected.
Realm supports both Freshdesk and Freshservice via this data source. Freshservice support is in beta.

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Connecting Freshdesk

Connect using an API key. On the data source page, enter:
  1. API key - Find yours in Freshdesk (instructions) or Freshservice (instructions).
  2. Domain - Your Freshdesk domain (e.g., https://company-name.freshdesk.com/) or Freshservice domain (e.g., https://company-name.freshservice.com/).
The API key should be from a user with an Admin role for full access to all tickets.

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What gets synced

ContentSynced
Support tickets and custom fieldsYes
Ticket summaryYes
Ticket conversations and thread messagesYes
Resolution notesYes
Requester and company informationYes
Knowledge base articlesNo
AttachmentsNo

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Permissions

Realm enforces Freshdesk’s native permission model. Users can only see tickets they have access to in Freshdesk. You can override this by switching to “Everyone in this organization” on the data source settings page, which makes all synced Freshdesk data visible to all Realm users.
The initial sync can take from hours to multiple days depending on your ticket volume.