Freshdesk
Freshdesk Usage Monitoring
About Freshdesk
Freshdesk is a cloud-based customer support software that helps businesses handle customer queries through a unified ticketing system. It streamlines customer service workflows and improves efficiency. Monitoring Freshdesk usage is important for ensuring that licenses are used effectively and for optimizing costs. This is similar to monitoring other customer support platforms like Zendesk or HubSpot.
Prerequisites
To begin monitoring Freshdesk, ensure you have the following components and permissions in place:
- OpenLM Components: OpenLM Cloud Broker and OpenLM SLM are required.
- Platform-specific Requirements: You'll need administrative access to your Freshdesk account to generate an API key with the necessary read permissions.
Configuring data collection
Follow these step-by-step instructions to set up data collection for Freshdesk in OpenLM Cloud Broker:
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Log in to your account.
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Click on your profile picture on the top right and select Profile Settings. On the right pane, click on the View API key option and complete the captcha verification.
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On the right pane, click on the View API key option and complete the captcha verification.
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Copy-paste this as required to authenticate third-party solutions.
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Add Credentials: In the OpenLM Cloud Broker dashboard, find the Freshdesk integration and enter your domain name and API key.
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Verify Connection: Test the connection to ensure that OpenLM can successfully retrieve data.
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Approve in OpenLM: Approve the new data source within the License Servers section.
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See Data: Usage data for Freshdesk will now be visible in the OpenLM Allocation service.
Viewing reports
Access your reports to analyze usage patterns.
- User Activity Trends: See which support agents are most active in the platform, helping you manage resource allocation.
- Expired/Unused License Reports: Identify and reclaim licenses from inactive users.