Brandnata + FreshdeskReviews & supportFreshdesk analytics with tickets tied to orders and refunds
Brandnata connects to Freshdesk through a Freshdesk API key, which an admin copies from Profile Settings in Freshdesk, used with your Freshdesk domain, in about 5 minutes. The connection is read-only by default, and Freshdesk data is reconciled with every other channel you connect in one dashboard.
Brandnata's Freshdesk integration reads your tickets, ticket types, custom fields, contacts and CSAT survey responses. Each ticket is matched to the customer's orders, so you can see which products, couriers and issues create support work, how often it ends in a refund, and what it adds to the cost of each order.
Everything Freshdesk sends into Brandnata
Once connected, new and updated tickets sync throughout the day, and CSAT responses are added as customers reply to surveys.
Tickets
Tickets with source channel, status, priority, type, group, agent, and created, first response and resolved times.
Custom fields & tags
Custom ticket fields and tags, such as order number, product or contact reason, used to group tickets by cause.
Contacts & companies
The contact on each ticket, matched by email or phone to their orders in your store.
CSAT responses
Survey ratings and feedback from both legacy and upgraded Freshdesk CSAT surveys, linked to the ticket and agent.
How Brandnata uses Freshdesk data
Freshdesk records why customers get in touch. Brandnata links tickets to orders and refunds from Shopify or WooCommerce, to delivery data from Shiprocket or Delhivery and to reviews from Judge.me, so support issues are ranked by the money they cost.
Freshdesk data feeds Brandnata's anomaly alerts and AI agent suggestions. The connection itself only reads data and never changes anything in Freshdesk.
What you can do with Freshdesk in Brandnata
Specific, Freshdesk-native use cases, not a generic list that applies to every connector the same way.
Group tickets by type or custom field and see the refunds, replacements and returns that followed each one.
Compare tickets per order sold for each product, so a sizing or quality issue shows up before reviews turn.
Check whether customers whose tickets were resolved quickly reorder more often than those who waited.
Spread Freshdesk seats and team costs across orders and channels, so margin per order includes customer service.
Where Brandnata + Freshdesk fits
Other ways teams currently piece this data together, and where each one runs out of reach.
| Approach | Coverage | Where it falls short |
|---|---|---|
| Brandnata + Freshdesk · this page | Tickets, custom fields and CSAT linked to products, orders, refunds and support cost per order | N/A |
| Freshdesk Analytics (native) | Curated reports and dashboards on ticket volume, SLAs, agent performance and CSAT | Reports on tickets and agents, without refunds, return rates or margin by product |
| Shopify app for Freshdesk | Order details in the ticket sidebar, with refund and cancel actions for agents | Helps agents handle one ticket at a time, but doesn't report what contact reasons cost |
| Ticket exports in spreadsheets | Freshdesk ticket exports matched to order and refund exports | Matching contacts to orders is manual and has to be redone every week |
Freshdesk works alongside every other connector
Data from Freshdesk doesn't sit in isolation, it's matched against orders, customers and spend from every other platform you connect, so the full picture shows up automatically.
Related connectors
Brands using Freshdesk usually connect these too.
Zendesk tickets, fields, tags and satisfaction ratings, connected to the orders, products and refunds behind them.
Gorgias tickets, contact reasons and satisfaction scores, connected to the orders, products and refunds behind them.
Orders, revenue, products, customers and inventory, synced live.
Shipments, delivery performance and fulfillment, tied to every order.
Freshdesk integration FAQs
Freshdesk details on this page were last checked against Freshdesk's own documentation on .
How do I connect Freshdesk to Brandnata?
Sign in to Freshdesk as an admin, or an agent whose role can see all tickets. Select your profile picture, open Profile Settings, click View API key, complete the captcha and copy the key. Enter it in Brandnata with your Freshdesk domain, such as yourcompany.freshdesk.com. API access requires a paid Freshdesk plan.
Where do I find my Freshdesk API key?
Your Freshdesk API key is in Profile Settings, under your profile picture, behind View API key. It only appears once your agent account is verified. Each agent has their own key, and it can only reach what that agent's role allows. Resetting the key disconnects every app that uses it.
Does the Freshdesk Omni upgrade affect integrations?
No. Freshdesk says existing integrations keep working and API endpoints remain unchanged after the Freshdesk Omni 2025 upgrade. The upgrade changes the agent workspace, CSAT surveys and reporting, so Brandnata keeps reading the same tickets and adds responses from the upgraded CSAT surveys.
Does Freshdesk have CSAT surveys?
Yes. Freshdesk sends customer satisfaction surveys on tickets, and the upgraded CSAT module adds custom question types, channel targeting and limits on how often a customer is surveyed. Plan availability varies, so check your plan. Brandnata reads ratings and feedback and links them to the customer's orders.
Does Freshdesk integrate with Shopify?
Yes. The Shopify app for Freshdesk shows a customer's orders in the ticket sidebar and lets agents refund or cancel orders. Since January 1, 2026, new store connections are set up through the Shopify Dev Dashboard. Brandnata works alongside the app, using both to measure what support issues cost.
How can I report Freshdesk tickets by product?
Add a custom ticket field for product or order number, or use ticket types and tags, because Freshdesk has no built-in product link. Brandnata reads those fields together with the customer's orders and reports tickets, refunds and returns per product.
Can Brandnata reply to or update Freshdesk tickets?
No. A Freshdesk API key isn't limited to reading, but Brandnata only reads tickets, fields, contacts and CSAT responses. It doesn't reply, change status or priority, edit tags or fields, or send surveys.
Connect Freshdesk in about 5 minutes
Connects through a Freshdesk API key, which an admin copies from Profile Settings in Freshdesk, used with your Freshdesk domain. Read-only to start, with your first reconciled numbers within a day.