Customer Support
Connect Freshdesk to Wilph
Freshdesk is one of the two helpdesks Wilph can import historical conversations from directly, for side-by-side AI replay.
- Roughly how long
- About 5 minutes
- Who can do it
- An agent account that can see the tickets you want imported. The import inherits that agent's visibility.
Before you start
- Your native your-domain.freshdesk.com URL.
Step by step
Open your profile settings
Log in to Freshdesk as the agent whose access should be used, click your profile picture in the top right, and choose Profile settings.
Reveal the API key
The API key is shown in the right-hand pane. Freshdesk may ask for your password before revealing it.
Paste them into Wilph
In Wilph, open Dashboard → Integrations → Freshdesk → Connect and save the account URL and API key.
Use the .freshdesk.com address. API v2 does not answer on a custom CNAME.
Run an import
Go to Dashboard → Replay and start an import. You choose a cap of 25, 50 or 100 resolved conversations — Wilph never pulls your whole history.
What Wilph asks for
The exact fields on the connection form, in order.
- Freshdesk account URL
Use the native .freshdesk.com domain; API v2 does not use custom CNAMEs.
- Personal API keyStored encrypted
Find this in the agent profile settings of the account used for the import.
Imported conversations live in the Replay lab only. They never become live tickets, never appear in your inbox counts, and Wilph never emails anyone from them.
Find your Freshdesk API key ↗If something goes wrong
The import finds no eligible conversations.
Replay only takes conversations where a customer wrote and a human answered. A queue of unanswered tickets yields nothing by design.
Fewer tickets are found than you expected.
The import sees exactly what the agent whose key you used can see. Use a key from an account with broader group access.
Still stuck? Get in touch — tell us which step it failed on and what it said.
More customer support guides
Ready to connect Freshdesk?
Open Integrations in your Wilph dashboard and paste in what you collected.