Freshdesk
Support signals: ticket volume, CSAT, and escalations.
Category: Support · Auth: API key
Freshdesk feeds the same support-health signals as the other helpdesks — ticket load, satisfaction, and escalation — so if Freshdesk is where your team works, you don't lose any churn signal by choosing it. Support friction is one of the clearest early-warning channels you have: a customer wrestling with tickets is weighing whether the product is worth the trouble, and that decision shows up here before it shows up at renewal.
What it pulls
- Open & resolved ticket counts — how much is outstanding and how quickly it closes.
- CSAT scores — the satisfaction rating customers leave on resolved tickets.
- Ticket escalation signals — priority bumps and reopens that mark a worsening experience.
Signals it feeds
- Open ticket pressure (
support_ticket_opened,support_ticket_resolved) — the unresolved backlog. - Ticket velocity spike — acceleration in new tickets week over week.
- Time to resolution — how long customers wait for a fix.
Setup
- In ChurnWarn, open Settings → Integrations → Freshdesk and choose Connect.
- In Freshdesk, open your profile settings and copy your API key.
- Paste your Freshdesk domain and the API key into ChurnWarn.
- Map Freshdesk companies to your accounts.
- Press Sync now to backfill recent tickets and confirm the mapping.
Staying in sync
Freshdesk keeps ticket signals current through webhooks after the first sync, so support pressure tracks reality without manual refreshes. Check the integration's last sync and last error indicators if a signal looks stale — usually a rotated API key or a revoked agent.
Reference: How to find your Freshdesk API key.