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Integrations : SaaS : Freshdesk

Adding the Freshdesk Integration and Its Associated Insights

Overview

The Freshdesk connection in Block 64 enables secure, read-only access to help desk agent data from your organization's Freshdesk account. Freshdesk is a cloud-based customer support and help desk platform used to manage support tickets and agent workflows. 

This integration collects data about your organization's Freshdesk agents, including agent seats, their assignment and activity status, and any Freddy AI add-on assignments. This provides visibility into help desk seat usage, plan spend, and Freddy AI adoption across your organization, helping identify unused or under-utilized agent seats that can be reclaimed at renewal. 

Block 64 automatically detects your Freshdesk plan tier (Growth, Pro, Enterprise, and Omni variants) and maps it to the correct estimated cost. No manual plan selection is required. 

Once connected, the data collected from this integration appears in the following Block 64 Insights reports:

  • Reports → IT Asset Management → SaaS → Usage – Displays Freshdesk as a publisher with the total count of active agents across your organization. Results can be exported to CSV. 

  • Reports → IT Asset Management → SaaS → Licensing – Displays the estimated cost of licenses, unassigned cost, and recoverable cost for your Freshdesk subscription, along with entitled, assigned, unassigned, and recoverable seat quantities. Freddy AI Copilot and Freddy AI Agent add-ons appear as separate rows where applicable. Results can be exported to CSV.  

The Credentials Needed for This Integration

To set up this integration, you'll need:

  • Freshdesk Domain (required) – Your organization's Freshdesk subdomain, in the form https://yourcompany.freshdesk.com/. This is the URL you use to sign in to Freshdesk. 
  • API Key (required) – A Freshdesk API key belonging to an account with Administrator privileges, so that agent and account-level data can be collected. API access requires a Growth plan or higher; it is not available on the free Sprout plan. 

      Create a Freshdesk API Key  
      1. Sign in to Freshdesk using an account with the Administrator role. 
      2. Click your profile avatar in the top-right corner and select Profile Settings.
      3. On the Profile Settings page, locate the Your API Key field in the right-hand panel.
      4. Copy the API key and store it securely. 

      Note: The API key is tied to the account of the user who generates it. If that user's account is later deactivated, the integration will stop syncing. Consider using a dedicated administrator service account to avoid interruptions.  

      How to Add This Integration

      1. In the Block 64 Insights portal, navigate to Integrations → Freshdesk. 
      2. In the Freshdesk Domain field, enter your Freshdesk subdomain. 
      3. In the API Key field, paste the API key generated in Freshdesk. 
      4. Ensure the Integration Connection toggle is set to Enabled.
      5. Click Connect to finalize setup.

      Once the integration is connected and synced, Freshdesk agent seat and licensing data will begin appearing in your Insights reports. The first sync may take a few minutes to complete. 

      Tip: The Integration Connection toggle lets you enable or disable data collection at any time without deleting your integration credentials.

      Freddy AI Add-On Detection 

      Block 64 detects Freddy AI add-on usage from the agent role assignments returned by the Freshdesk API. When agents are assigned a Freddy AI role, the corresponding add-on appears as its own row on the SaaS Licensing report: 

      • Freshdesk Freddy AI Copilot – Shown when one or more agents have the Copilot role assigned. 

      • Freshdesk Freddy AI Agent – Shown when one or more agents have the AI Agent role assigned. 

      Accounts without any Freddy AI roles assigned will only see the base plan row. For the Freddy AI Agent add-on, the actual cost is set via an entitlement in Block 64. 

      Why Is This Integration Failing?

      If the integration isn't working, it's usually caused by:

      • Invalid API key – The API key entered may be incorrect or incomplete, or it may have been regenerated in Freshdesk without being updated in Block 64. 
      • Incorrect Freshdesk Domain – The domain entered does not match your Freshdesk subdomain, so API requests cannot reach your account. 
      • Insufficient permissions – The API key belongs to a user without administrator access, so agent and licensing data cannot be collected. 
      • Deactivated key owner – The user account that generated the API key has been deactivated, which stops the sync. 
      • Freddy AI rows not appearing – No agents currently have a Freddy AI Copilot or AI Agent role assigned, so no add-on rows are shown.
      • Integration disabled – The Integration Connection toggle is set to Disabled, pausing data collection. 

              To fix this:

              1. Verify the Freshdesk Domain matches the URL you use to sign in (for example, https://yourcompany.freshdesk.com/). 
              2. Verify the API key in Freshdesk under Profile Settings → Your API Key, and if it was regenerated, update it in Block 64 and click Connect again. 
              3. Confirm the API key belongs to an active account with the Administrator role. 
              4. For Freddy AI rows, confirm the Freddy AI roles are configured in Freshdesk under Admin → Roles and assigned to at least one agent. 
              5. Verify that the Integration Connection toggle is set to Enabled in the Block 64 Insights portal. 

                        How to Remove This Integration

                        From Block 64:

                        You can disable this integration temporarily by clicking on the Enable switch in the integration. This pauses data collection without deleting your integration credentials. 

                        Alternatively, you can disconnect the integration entirely by clicking on the Disconnect button. 

                         

                         

                         

                         To permanently remove all collected data, click Delete Data under Delete Integration Data.

                         

                        ⚠️  This cannot be undone — all collected data for this integration will be permanently removed, and the integration will be disconnected. 

                        From Freshdesk:

                        1. Sign in to Freshdesk as an administrator.
                        2. Go to Profile Settings.
                        3. Regenerate the API key (to invalidate the key used by Block 64) or remove the account whose key was used for the integration. 

                        Security & Privacy

                        All access is read-only. Block 64 cannot create, modify, or delete any tickets, agents, contacts, or settings in your Freshdesk environment. 

                        Only agent roster and account-level license information is collected. Support tickets, customer contacts, conversations, and ticket contents are never read or stored. Credentials are encrypted at rest and are never displayed in the Block 64 interface after saving. 

                        Data is handled in compliance with Block 64's Privacy Policy and Freshdesk's Terms of Service. Access can be reviewed or revoked at any time by regenerating or removing the API key in Freshdesk.