Freshdesk Bulk Importer & Exporter: docs

Connect

In Freshdesk open your profile and choose View API Key. In the sheet choose Extensions, Freshdesk Bulk Importer & Exporter, Connect to Freshdesk. Enter the subdomain (the acme in acme.freshdesk.com) and the key, then Test & save. Anything you apply is recorded in Freshdesk as the owner of that key.

Export

Open the sidebar, choose Add export, then pick what to export, the columns, and a destination tab.

Tickets: by a Freshdesk filter query (for example status:2 AND priority:3) or by an "updated since" date. Custom fields get one column each.
Contacts, companies, agents, groups, satisfaction ratings, time entries.
Incremental refresh (tickets and contacts): later runs ask only for records updated since the last run, update changed rows by ID and append new ones.
Schedule (Pro): hourly, daily or weekly. Large exports continue across triggers.

Freshdesk limits how many tickets one list or search can return. The add-on splits large exports by updated date to stay under those limits. If a single day holds more search results than Freshdesk will return, the export notes how many were not returned.

Import

Object	Actions	Matched on
Contacts	Create, update	ID, else email
Companies	Create, update	ID, else exact name
Tickets	Create. Update status, priority, group, agent, tags, custom fields	ID

Create template tab for the object. It includes a column for each writable custom field.
Fill in rows. A blank cell means "leave as is". It never clears a value.
Dry run. Nothing is written to Freshdesk. The Row Status and Row Message columns show Ready, Unchanged, or the reason a row will be skipped, for example "Company not in Freshdesk" or "Email is not valid".
Apply. Only Ready rows are written. If any input cell changed since the dry run, nothing is written and you are asked to dry run again.

After a create, the new Freshdesk ID is written into the first column, so running it again updates instead of duplicating. Rows that already match Freshdesk are marked Unchanged and are not written.

Safety

The add-on never deletes anything in Freshdesk.
Before each update the old values of the fields it is about to change are written to the Freshdesk Undo Log tab.
Rate-limit headers and Retry-After are honoured. If Freshdesk is unavailable the apply pauses and resumes from the saved position.
On a ticket or contact update, the Tags cell is added to the existing tags by default, and the dry run shows the resulting set. Freshdesk's API replaces the whole list, so the add-on merges first. Set the Replace tags column to Yes to replace the tags instead.

Free and Pro

Free: manual export up to 500 rows, import up to 25 rows a month, one saved export. Pro (US$20 a month): unlimited rows, scheduled refresh, unlimited saved exports. Dry runs are always free and unlimited.

Support

[email protected]. Freshdesk is a trademark of Freshworks Inc. This add-on is independent.