Viio

Connect your Freshdesk account to Viio to track agents, real ticket activity, and licence usage—so you never overpay.

You must be an Admin or Account Admin in Freshdesk.

Enable Daily ticket export in Freshdesk so Viio can access usage data. See Freshdesk’s guide <a href="" rel="nofollow noopener noreferrer" target="_blank">here</a>. Path: Admin → Account → Plan and billing → Daily ticket export.

Generate an API Token from your Freshdesk profile.

Note your Freshdesk Site URL (e.g. <code>https://your‑org.freshdesk.com</code>).

- You must be an Admin or Account Admin in Freshdesk.
- Enable Daily ticket export in Freshdesk so Viio can access usage data. See Freshdesk’s guide <a href="" rel="nofollow noopener noreferrer" target="_blank">here</a>. Path: Admin → Account → Plan and billing → Daily ticket export.
- Generate an API Token from your Freshdesk profile.
- Note your Freshdesk Site URL (e.g. <code>https://your‑org.freshdesk.com</code>).

Go to Viio → Integrations and choose Freshdesk.

In a new tab, log in to Freshdesk and click your avatar → Profile settings.

Scroll to Your API key and click Regenerate (if needed). Copy the 32‑character token.

Copy your Site URL from the browser address bar.

Back in Viio, paste the API Token and Site URL into the fields provided.

Click Validate. If the test succeeds, select Install to start the first sync.

Wait a few minutes; Viio will notify you when the initial import is complete.

1. Go to Viio → Integrations and choose Freshdesk.
2. In a new tab, log in to Freshdesk and click your avatar → Profile settings.
3. Scroll to Your API key and click Regenerate (if needed). Copy the 32‑character token.
4. Copy your Site URL from the browser address bar.
5. Back in Viio, paste the API Token and Site URL into the fields provided.
6. Click Validate. If the test succeeds, select Install to start the first sync.
7. Wait a few minutes; Viio will notify you when the initial import is complete.

Auth method: API Token + site URL (Basic Auth; token used as username, password left blank).

Key endpoints called (Freshdesk REST API v2):

- <code>GET /api/v2/agents</code> – fetch agent list
- <code>GET /api/v2/tickets?updated_since={timestamp}</code> – pull ticket updates for last‑seen calculation
- <code>GET /api/v2/account</code> – seat and plan data

Viio operates read‑only; the Deactivate agent scope is requested but never invoked automatically.

- Auth method: API Token + site URL (Basic Auth; token used as username, password left blank).
- Key endpoints called (Freshdesk REST API v2):
 - <code>GET /api/v2/agents</code> – fetch agent list
 - <code>GET /api/v2/tickets?updated_since={timestamp}</code> – pull ticket updates for last‑seen calculation
 - <code>GET /api/v2/account</code> – seat and plan data
- Viio operates read‑only; the Deactivate agent scope is requested but never invoked automatically.
- Data refresh cadence: every 24 hours

Freshdesk API token guide – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key</a>

Freshdesk daily export – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://support.freshdesk.com/en/support/solutions/articles/239454-enable-daily-ticket-export</a>

Viio security statement – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://www.viio.io/security</a>

- Freshdesk API token guide – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key</a>
- Freshdesk daily export – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://support.freshdesk.com/en/support/solutions/articles/239454-enable-daily-ticket-export</a>
- Viio security statement – <a href="" rel="nofollow noopener noreferrer" target="_blank">https://www.viio.io/security</a>

___________________________________________________________

Need more help? Chat with Viio Support or email <a href="" rel="nofollow noopener noreferrer" target="_blank">support@viio.io</a>.

Setup your Freshdesk integration effortlessly and get valuable usage insights

Freshdesk Integration

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Capability	What it means in Viio
✅Users	Syncs every active Freshdesk agent so you can map ownership and cost.
✅Usage	Pulls the Last ticket activity date for each agent to surface dormant accounts (requires daily ticket export).
✅Plans & Licences	Imports your purchased‑seat total and compares it with seats actually used.

Issue	How to resolve
“Invalid credentials” error	Ensure you copied the full API Token with no extra spaces and that the user is still an Admin.
No data after 24 h	Confirm Daily ticket export is enabled and the token hasn’t been revoked.
Seats don’t match Freshdesk billing portal	Freshdesk counts all agents; Viio ignores agents set to Inactive. Reactivate or delete duplicates.
Activity looks outdated	Viio bases activity on ticket updates; if agents only read tickets, activity may appear lower than expected.

Freshdesk Integration

Capabilities

Prerequisites

Setup

Troubleshooting & FAQ

Technical Details

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