Solidroad + Freshdesk Integration Guid

Last updated: July 17, 2026

Automatically evaluate your Freshdesk tickets using Solidroad's scorecards. This guide walks you through connecting Freshdesk, then running quality assurance (QA) on your tickets at scale.

Before you start: You'll need a Freshdesk admin account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Freshdesk integration does

The Freshdesk integration pulls your support tickets (including email and chat) directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of tickets in a single session — surfacing performance insights, coaching opportunities, and trends across your whole team.

Step 1: Turn on the Freshdesk integration

Enable Freshdesk from within Solidroad so it can request access to your ticket data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Freshdesk and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Freshdesk data.

What to do:

  1. When the access prompt appears, enter your Freshdesk domain and API key if requested, then continue.

  2. Confirm access and return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the tickets you want to score. Without it, no tickets will be available in your evaluations.

How to run QA on Freshdesk tickets

Solidroad scores Freshdesk tickets across your connected channels.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your tickets.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click New Bulk Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Freshdesk is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the tickets will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your tickets

Narrow down which tickets are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, group, or status.

  2. Optionally, use custom attributes (such as tags or priority) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when multiple people handled a single ticket.

  2. Click Analyze. Processing may take a few moments depending on the volume of tickets.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every ticket included in the evaluation.

  • The middle panel shows the full Freshdesk ticket — replies, private notes, and recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Freshdesk toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure your Freshdesk domain and API key are correct and belong to an admin account.

  • No tickets appearing? Review your filters and conditions — widen the date range or loosen filters so they match your current Freshdesk data.

Now that Freshdesk is connected, you can score tickets in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.