You can bring Freshdesk data, such as support ticket events and customer satisfaction attributes, into Insider One through standard import channels. Use the Upsert User Data API for continuous profile and event updates, or the FTP/SFTP integration for scheduled bulk file imports. If your data pipeline already runs on Amazon Web Services (AWS), you can also use the Amazon S3 integration for automated file imports.
Once the data is in Insider One, you can use it for segmentation, journey decisions, and personalization. This guide helps you choose the right channel for your data and walks you through the setup for each.
This guide describes an integration through Insider One's standard APIs and file import channels. It does not describe a native Freshdesk connector or a direct connection to Freshdesk. Your team or integration provider builds and operates the process that reads data from Freshdesk and delivers it to the selected channel.
Essentials before integration
Before you begin, make sure you meet the following prerequisites:
To set up the FTP/SFTP or Amazon S3 source integrations in the InOne panel, you need an Administrator or an Editor with PII access role (PII: personally identifiable information).
To generate an API key for the Upsert User Data API, you need an Administrator role.
You can export or query the user and event data you want to sync from Freshdesk. Send it as API payloads for the Upsert User Data API, or as files (.csv or .tsv for FTP/SFTP, and .csv or .jsonl for Amazon S3).
You have decided which data to send: user identifiers (for support data, typically the requester's email address), profile attributes (for example, satisfaction rating or support plan), and events (for example, ticket created or ticket resolved).
Choose your import channel
Channel | Best for | How it works |
|---|---|---|
Continuous updates as support activity happens, such as ticket events, satisfaction ratings, and support-status attributes | Your integration job calls the API. Existing profiles are updated, and new ones are created. | |
Scheduled bulk exports from any FTP, FTPS, or SFTP server, with no cloud infrastructure required | InOne pulls .csv or .tsv files from your server on a schedule. | |
Large batch exports when your data pipeline already runs on AWS | You export .csv or .jsonl files to an S3 bucket you own, and Insider One imports new files automatically. |
Import channel 1: Upsert User Data API
The Upsert User Data API sends user attributes and events to Insider One. Upsert means insert or update: if a profile already exists for the identifier you send, the API updates it. If not, the API creates one.
This makes the API the main way to bring data from systems outside the web and mobile software development kits (SDKs), such as your support platform, into the same profile Insider One uses for segmentation and personalization.
Typical Freshdesk use cases include the following:
Support ticket events: Import events such as ticket created or ticket resolved. Imported events become part of the user profile that Insider One uses for segmentation, and they can trigger Architect journeys that react to support activity.
Satisfaction and support attributes: Keep profile fields such as the latest satisfaction rating, support plan, or open-ticket count in sync with Freshdesk.
Segments prepared outside Insider One: Add users to a static segment you built from your support data, for example, customers with recent escalations.
Set it up
Plan your user data and get the plan approved by the Insider One team. Then use the Upsert User Data API Integration Wizard to generate your API key, configure headers, and create API payloads based on your planned user data. Only users with an Administrator role can generate API keys.
Build a job on your side that reads the tickets and contacts you want to sync from the Freshdesk API and maps each record to the API payload. Place identifiers under the identifiers object, and use one identifier per user object where possible. For support data, the requester's email address is the natural identifier.
Run the job on the trigger or schedule your use case needs, for example, on ticket status changes or as a periodic sync.
For payload parameters, limits, and error handling, see Upsert User Data API. For step-by-step setup, see the Upsert User Data API Integration Wizard.
Import channel 2: FTP/SFTP
The FTP/SFTP integration allows InOne to automatically pull comma-separated values (CSV) or tab-separated values (TSV) files from your file server and sync the data into user profiles and behavioral events. Once configured, the integration runs on a schedule, so you do not need manual uploads or an API integration.
InOne supports FTP (plain text), FTPS (encrypted with Transport Layer Security, or TLS), and SFTP (running over Secure Shell, or SSH).
InOne connects to a file server you own and reads the files from there. Your integration process is responsible for publishing the Freshdesk exports to that server.
Set it up
Publish scheduled exports of your Freshdesk data as .csv or .tsv files to your FTP, FTPS, or SFTP server.
In the InOne panel, navigate to Components > Integrations > External Integrations, select FTP/SFTP, and enter your server connection details.
Map your identifiers, attributes, and events, and set the sync schedule.
For the full walkthrough, including protocol selection, credentials, and data mapping, see Import Data from FTP/SFTP to InOne.
Import channel 3: Amazon S3
If your data pipeline already runs on AWS, the Amazon S3 integration lets you import large volumes of data directly from an S3 bucket you own. The integration supports .jsonl and .csv files with attribute, event, and purchase data.
Set it up
Export the Freshdesk data you want to sync as .csv or .jsonl files, and upload them to an S3 bucket you own.
In the InOne panel, navigate to Components > Integrations > External Integrations, create an Amazon S3 source integration, and authorize Insider One to read from your bucket.
Set up an Amazon Simple Queue Service (SQS) queue for new-file notifications, so that new exports landing in the bucket are imported automatically.
For the full walkthrough, including AWS Identity and Access Management (IAM) authorization, file requirements, and data mapping, see Import Data from Amazon S3.
Alternative: Import through your data warehouse
Support analytics often send Freshdesk data into a cloud data warehouse. If yours already does, you can connect that warehouse to Insider One directly. Snowflake, Amazon Redshift, Databricks, and Google BigQuery each have their own import guide:
Use Freshdesk data in real time during journeys
Besides importing data ahead of time, you can pull support data in at the moment a journey runs. With the Architect Call an API element, a journey sends a request to an API endpoint you expose in front of your Freshdesk data and retrieves values as response variables.
You can use these variables in message content across the Email, Web Push, App Push, WhatsApp, and SMS channels. You can also update a user attribute with them, or branch the journey with the Check API Response element.
This approach fits data that changes frequently and does not need long-term storage, for example, branching on an open-ticket count before a promotional send. It is a suggested integration pattern, not a preconfigured Freshdesk action. Your endpoint determines how the data is retrieved and how current the returned value is.
By default, response variables are temporary and are deleted when the user exits the journey. To retain a value, store it in a user attribute with the Update User Attribute element.
For setup, response formats, and the full use-case list, see Architect Channel: Fetch Data through Call an API.
Send Insider One data to your support workflows
Data can also flow the other way. Webhook (Data Stream) sends data to an endpoint you own in real time. The Attribute Stream sends a webhook whenever a monitored user attribute changes, and the Event Stream sends a webhook as tracked events occur. Your integration can receive these webhooks and bring user engagement context into your support workflows.
For the Data Stream overview, see Webhook. For the configuration reference, see Insider One Webhook.
Related resources
To browse the platforms you can connect to Insider One as a source or a destination in the InOne panel, see Integration Hub.