Freshdesk Integration
Ticket workflows, agent performance, and customer support patterns.
Overview
Analyze Freshdesk support workflows to understand ticket handling efficiency, agent workload, and resolution patterns. Corvana identifies support process bottlenecks and automation opportunities.
Prerequisites
- Freshdesk admin or owner access to authorize the OAuth connection
- A Corvana Assess account with an active assessment engagement
OAuth Scopes
Corvana requests the minimum necessary permissions — always read-only. The following scopes are requested during the OAuth authorization flow:
| Scope | Access Level |
|---|---|
read | Read-only |
Data We Collect
Corvana collects only structural metadata — never content, PII, or sensitive data. The following data points are analyzed:
- Ticket status transitions
- First response and resolution times
- Agent assignment patterns
- Ticket category distribution
- Automation rule trigger rates
Data We Never Collect
To protect your privacy and security, the following data is explicitly excluded from collection:
- Never: Ticket content or descriptions
- Never: Customer PII
- Never: Email threads
- Never: Attachment content
- Never: Knowledge base content
Setup Steps
Step 1: Navigate to Integrations
From your Corvana Assess dashboard, open the left sidebar and click Integrations.
Step 2: Connect Freshdesk
Find the Freshdesk card and click Connect Freshdesk. This initiates the OAuth flow.
Step 3: Authorize Access
Review the requested permissions on Freshdesk's authorization page and click Allow. Corvana requests read-only access only.
Step 4: Verify Connection
Return to the Corvana dashboard. The Freshdesk card should now show "Connected" with a green indicator. Data collection begins within minutes.
Disconnecting
You can disconnect Freshdesk at any time from the Integrations dashboard. Click the connected Freshdesk card and select Disconnect. All collected metadata is permanently deleted within 24 hours. You can also revoke access directly from Freshdesk's admin panel.
Troubleshooting
The Freshdesk connection shows "Disconnected"
Try reconnecting from the Integrations dashboard. If the issue persists, check that your Freshdesk admin has not revoked the OAuth authorization.
I don't see any data after connecting
Data collection typically begins within 5-10 minutes. If no data appears after 30 minutes, check your connection status and ensure the account has the required permissions.