56be133bb0
## Description Adds Freshdesk as an integration import source so administrators can validate a Freshdesk domain and API key, then import contacts, tickets, public replies, customer replies, and private notes while tracking progress from Data Imports. The integration has now been validated against a live Freshdesk trial tenant with contacts, Web Chat and phone tickets, public replies, customer replies, a private note, pagination, requester expansion, and attachment metadata. That validation found and fixed the current Web Chat source mapping and prevented the ticket description from duplicating the initial Web Chat message. Related: #15116 ## Closes Closes [CW-7639](https://linear.app/chatwoot/issue/CW-7639/freshdesk-freshworks-migration) ## Type of change - [x] New feature (non-breaking change which adds functionality) ## What changed - Added a shared source adapter, importer, job, retry, restart, creation, and placeholder inbox contract used by Intercom and Freshdesk. - Added Freshdesk API authentication, contact and ticket pagination, requester expansion, conversation retrieval, normalization, channel grouping, and error handling. - Added current Freshdesk source identifiers through SMS, including Web Chat source `15`, and grouped equivalent sources into placeholder inboxes. - Used Web Chat conversation events as the complete message history so the generated ticket description does not duplicate the initial customer message. - Preserved Freshdesk ticket subjects in source metadata and added a sanitized live-derived Web Chat fixture with structured bodies and attachment metadata. - Added Freshdesk selection, domain and API key validation, and provider-neutral import status handling in the Data Imports UI. ## How to test 1. Enable the data_import feature for an account and open Settings > Data > New import. 2. Select Freshdesk and enter a Freshdesk domain and API key. 3. Select contacts and/or conversations, validate the credentials, and start the import. 4. Confirm progress is displayed and imported tickets appear as resolved conversations in Freshdesk placeholder inboxes with public replies and private notes preserved. 5. Verify Web Chat tickets appear in the Chat placeholder inbox and the initial customer message is imported once. 6. Verify an abandoned import can be restarted and a stalled import can be retried. ## Current scope - **Product decision:** Attachment binaries are intentionally not imported in the current migration scope. Attachment metadata is preserved and messages include a skipped-attachment marker. - Adaptive Retry-After scheduling and handling the 30,000-ticket listing ceiling are covered by stacked follow-up PRs. ## Checklist: - [x] My code follows the style guidelines of this project - [x] I have performed a self-review of my code - [x] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [x] My changes generate no new warnings - [x] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules
Chatwoot
The modern customer support platform, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is the modern, open-source, and self-hosted customer support platform designed to help businesses deliver exceptional customer support experience. Built for scale and flexibility, Chatwoot gives you full control over your customer data while providing powerful tools to manage conversations across channels.
✨ Captain – AI Agent for Support
Supercharge your support with Captain, Chatwoot’s AI agent. Captain helps automate responses, handle common queries, and reduce agent workload—ensuring customers get instant, accurate answers. With Captain, your team can focus on complex conversations while routine questions are resolved automatically. Read more about Captain here.
💬 Omnichannel Support Desk
Chatwoot centralizes all customer conversations into one powerful inbox, no matter where your customers reach out from. It supports live chat on your website, email, Facebook, Instagram, Twitter, WhatsApp, Telegram, Line, SMS etc.
📚 Help center portal
Publish help articles, FAQs, and guides through the built-in Help Center Portal. Enable customers to find answers on their own, reduce repetitive queries, and keep your support team focused on more complex issues.
🗂️ Other features
Collaboration & Productivity
- Private Notes and @mentions for internal team discussions.
- Labels to organize and categorize conversations.
- Keyboard Shortcuts and a Command Bar for quick navigation.
- Canned Responses to reply faster to frequently asked questions.
- Auto-Assignment to route conversations based on agent availability.
- Multi-lingual Support to serve customers in multiple languages.
- Custom Views and Filters for better inbox organization.
- Business Hours and Auto-Responders to manage response expectations.
- Teams and Automation tools for scaling support workflows.
- Agent Capacity Management to balance workload across the team.
Customer Data & Segmentation
- Contact Management with profiles and interaction history.
- Contact Segments and Notes for targeted communication.
- Campaigns to proactively engage customers.
- Custom Attributes for storing additional customer data.
- Pre-Chat Forms to collect user information before starting conversations.
Integrations
- Slack Integration to manage conversations directly from Slack.
- Dialogflow Integration for chatbot automation.
- Dashboard Apps to embed internal tools within Chatwoot.
- Shopify Integration to view and manage customer orders right within Chatwoot.
- Use Google Translate to translate messages from your customers in realtime.
- Create and manage Linear tickets within Chatwoot.
Reports & Insights
- Live View of ongoing conversations for real-time monitoring.
- Conversation, Agent, Inbox, Label, and Team Reports for operational visibility.
- CSAT Reports to measure customer satisfaction.
- Downloadable Reports for offline analysis and reporting.
Documentation
Detailed documentation is available at chatwoot.com/help-center.
Translation process
The translation process for Chatwoot web and mobile app is managed at https://translate.chatwoot.com using Crowdin. Please read the translation guide for contributing to Chatwoot.
Branching model
We use the git-flow branching model. The base branch is develop.
If you are looking for a stable version, please use the master or tags labelled as v1.x.x.
Deployment
Heroku one-click deploy
Deploying Chatwoot to Heroku is a breeze. It's as simple as clicking this button:
Follow this link to understand setting the correct environment variables for the app to work with all the features. There might be breakages if you do not set the relevant environment variables.
DigitalOcean 1-Click Kubernetes deployment
Chatwoot now supports 1-Click deployment to DigitalOcean as a kubernetes app.
Other deployment options
For other supported options, checkout our deployment page.
Security
Looking to report a vulnerability? Please refer our SECURITY.md file.
Community
If you need help or just want to hang out, come, say hi on our Discord server.
Contributors
Thanks goes to all these wonderful people:
Chatwoot © 2017-2026, Chatwoot Inc - Released under the MIT License.