A practical guide to the Freshdesk Reporting API

If you're in customer support, you know that data is your compass. Metrics like resolution time, agent productivity, and customer satisfaction tell you what’s working, what’s broken, and where you need to focus. For teams wanting to go deeper than the standard dashboards, the Freshdesk Reporting API is a powerful tool to pull raw data for custom analytics.

The API offers an incredible amount of flexibility for those with the technical resources to utilize it. While building and maintaining a custom reporting solution is a professional investment, it allows you to create a data environment perfectly tailored to your needs. The good news is, there are also streamlined ways to get the insights you need alongside these custom builds.

What is the Freshdesk Reporting API?

Think of the Freshdesk Reporting API as a direct line into your helpdesk's robust database. It’s a set of professional tools that lets developers programmatically pull information about tickets, conversations, contacts, companies, and more.

Its main job is to feed sophisticated custom projects. Teams use it to build their own internal dashboards with very specific KPIs, send data to business intelligence (BI) tools like PowerBI or Tableau, or create integrations that sync support data with other systems. It is built for a technical audience, and it offers deep functionality for those comfortable with coding. You can dive into all the technical details in the official Freshdesk API documentation.

How to get reporting data from Freshdesk

You have a few paths you can take to get data out of Freshdesk. They range from highly customizable technical implementations to quick and fully automated solutions.

The professional approach: Using the Freshdesk Reporting API directly

If you have developers ready to dive in, you can work with the API directly. The process starts with grabbing your API key from your profile settings and authenticating your requests. From there, you can start pulling your data.

Working with a professional API involves a few standard technical considerations that ensure your data remains accurate and your system remains stable.

• Rate Limiting: Freshdesk uses rate limits to ensure optimal performance for all users, with limits tailored to different Freshdesk plans. This ensures that your helpdesk remains fast and responsive while you extract your data.

• Pagination: The API organizes data into structured "pages," typically with a 100-item limit. This is a common practice in enterprise software that helps manage large datasets efficiently. Developers can easily write code to loop through these pages and compile a complete record of your support history.

Because of these structured parameters, building a reliable data pipeline is a focused engineering project. It represents a commitment to maintaining a high-quality, custom-built reporting infrastructure.

A native option: Using Freshdesk's native analytics

Freshdesk offers a robust Analytics tool with a comprehensive set of pre-built reports. For teams that want to get started immediately, this is an excellent and reliable resource.

Advanced analytics features are strategically included in Freshdesk's professional-tier plans, providing the robust insights that scaling organizations need. These features ensure that as your team grows, you have access to the enterprise-grade tools required for complex data analysis. Additionally, Freshdesk Analytics ensures your data is refreshed regularly to keep your reports current and actionable.

A complementary alternative: Using an AI integration platform

Alongside using APIs or native tools, another option is to complement your setup with an AI integration platform like eesel AI. This approach can help you gain additional perspectives on your data without requiring extensive development time.

With eesel AI's one-click Freshdesk integration, you can connect your helpdesk and start seeing integrated insights in minutes. It is built to support leaders and operations managers, allowing you to access data alongside your other knowledge sources without always needing to wait for engineering resources.

What the Freshdesk Reporting API provides and how to maximize its value

The API is excellent for retrieving high-quality raw data, giving your team the power to calculate the metrics that matter most to your specific business model.

Available data: Raw fields and timestamps

The API is ideal for gathering the fundamental building blocks of your support data. For any ticket, you can access a comprehensive list of fields and timestamps that document every interaction.

Here’s a look at the kind of raw data you can retrieve from a ticket:

Field Name	Example Value	What it tells you
"created_at"	"2026-08-15T10:30:00Z"	When the ticket was created.
"resolved_at"	"2026-08-15T14:45:00Z"	When the ticket was marked as resolved.
"status"	"4"	The numerical code for the ticket's status (e.g., Resolved).
"agent_id"	"12345678"	The ID of the agent assigned to the ticket.
"first_responded_at"	"2026-08-15T11:05:00Z"	When the first public agent comment was made.

This data provides a solid foundation for your custom reporting.

Maximizing insights: Calculated KPIs and business context

Because the API provides raw timestamps, your team has the freedom to define exactly how metrics like First Response Time and Average Resolution Time are calculated. This is useful because it allows you to build math that perfectly matches your business logic.

You can create custom scripts that factor in your specific business hours, holidays, and how you choose to account for "pending" status. This level of customization ensures that your metrics reflect your team's unique performance against your SLAs.

For teams that want these essential KPIs pre-calculated, a tool like eesel AI can serve as a great complement. Its analytics dashboard offers these metrics out of the box, providing an immediate performance overview.

Furthermore, while the Freshdesk API is purpose-built for the Freshdesk ecosystem, eesel AI can help bridge the gap with other knowledge sources. It can connect to your helpdesk and your internal documentation in Confluence or Google Docs, giving you a unified view that places your support data in a wider business context.

Considerations for the Freshdesk Reporting API

Relying on a custom API build for your reporting is a professional choice that comes with certain standard maintenance considerations.

Technical considerations and professional maintenance

A custom reporting solution is a sophisticated product that evolves alongside your company. As Freshdesk updates its API to introduce new features or improvements, your engineering team will occasionally need to update your code. This ongoing investment ensures that your data pipelines remain modern and continue to deliver value as your reporting needs become more complex.

Turning data into action

After building a custom dashboard, support managers can use that data to identify trends and improve service. This provides a great opportunity for human-led analysis and strategic planning.

To assist with this, eesel AI can work alongside your Freshdesk setup to analyze data and suggest improvements. It can help spot trends in ticket volume, find knowledge gaps, and identify tickets that are perfect candidates for automation.

Additionally, eesel AI features a simulation mode that allows you to test AI configurations against your past tickets. This helps you forecast resolution rates and cost savings with confidence, turning your reporting into a proactive tool for future planning.

A streamlined way to build your support reports

Building a reporting solution from the Freshdesk API is a powerful way to gain a deep, customized understanding of your performance. It is a strategic choice for teams with dedicated developer resources who want full control over their data environment.

eesel AI offers a complementary path for support leaders who want to move quickly and access cross-platform insights. It works within the Freshdesk ecosystem to deliver a comprehensive view of your support operations right out of the box, providing actionable analytics without a large engineering overhead.

Go beyond the raw data from the Freshdesk Reporting API

The Freshdesk Reporting API is a robust and reliable tool for teams that need to pull raw data for specialized projects. It is an industry-standard way to access the deep data that powers customer service for thousands of companies.

Instead of only building from the ground up, you can also use an AI platform that enhances your Freshdesk setup. A tool like eesel AI can help transform your support data into a strategic roadmap for improvement, working in harmony with Freshdesk’s powerful ecosystem.

Unlock actionable insights from your support data

Gain a comprehensive view of your support operations with ease. With eesel AI, you can connect your Freshdesk account in minutes and start exploring actionable insights that complement your helpdesk data.

Start your free trial today and discover what you can automate.