How DSALTA integrates with Freshdesk — data collected, setup guide, and automated compliance checks.
Overview
How to connect
Automated checks
Useful links
DSALTA connects to Freshdesk using read-only API access to collect compliance evidence automatically. Data feeds into your Data Library modules.DSALTA reads your Freshdesk agents (the people with helpdesk access) and compares them against your People directory to run access reviews.
Read-only access. DSALTA never modifies, creates, or deletes resources in your Freshdesk account.
DSALTA collects this integration’s data when you connect it — you can refresh it at any time with Sync from integrations on the Integrations page. The compliance checks below re-run once a day at 02:00 America/New_York.
DSALTA reads the Freshdesk user roster — names, emails, roles and active status, which appears on your Access page; and incidents, which appear on your Incidents page.It calls these Freshdesk endpoints:
/api/v2/agents/me
/api/v2/agents
/api/v2/tickets
Every request is a read. DSALTA has no code path that creates, modifies, or deletes anything in your Freshdesk environment.
There is no Reconnect button. Open Integrations → Connected, click Manage on the Freshdesk card, and check the Status tab — it shows either Connected and working properly or Connection issues detected. To restore a broken connection you must Disconnect and connect again, which permanently deletes the data and tests collected from Freshdesk. This can happen if the API key was reset or regenerated in Freshdesk, or if the subdomain changed.
Data is not syncing
Confirm the subdomain and API key are current (the key may have been regenerated in Profile Settings), then click Sync from integrations on the Integrations page (Connected tab) — it refreshes every connected integration at once.
Freshdesk subdomain and API key (read-only).Before you begin
A Freshdesk account (free plan works)
Your Freshdesk subdomain and API key
Use an administrator’s Freshdesk account. API keys are per-agent and carry that agent’s permissions, so a key from a support agent will return a partial agent list — your Access page will look complete but be missing people, and the access checks will pass on incomplete data.
Open Integrations in the DSALTA sidebar, find Freshdesk, and click Connect to open the connect panel. Leave it open — it lists every value you need, and you create those in the steps below.
2
Find your Freshdesk subdomain
It is the host in your Freshdesk URL — for acme.freshdesk.com the subdomain is acme.
Pasting the full host or URL is fine — DSALTA strips https://, a trailing .freshdesk.com and any path, so https://acme.freshdesk.com/a/dashboard and acme both resolve to acme. What will not work is a vanity/custom support domain that is not <something>.freshdesk.com.
3
Copy your API key
In Freshdesk, click your profile picture in the top-right, open Profile Settings, and copy the API key shown on the right. A free Freshdesk account works; no paid or enterprise plan is required.Freshdesk asks you to solve a CAPTCHA before it reveals the key on the Profile Settings page. The key is per-agent, so it is tied to the person whose profile you are looking at — and regenerating it there immediately invalidates the old value and breaks this connection.
4
Connect Freshdesk
Enter your subdomain and API key, then click Connect.
Tickets on your Incidents page cover roughly the last 30 days only. Freshdesk’s ticket list returns tickets created in the past 30 days by default — so treat the Freshdesk Incidents feed as a rolling window, not a full history.
DSALTA validates the credential when you click Connect. On success the integration moves to the Connected tab, and Manage → Status reads Connected and working properly. Checks begin reporting after the first sync.
If the connection is rejected. Invalid subdomain or API key.The on-screen message is generic — see Connection error messages.
Each check below re-runs once a day, at 02:00 America/New_York, while this integration is connected. Click any check for step-by-step remediation guidance.
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