Connecting Freshdesk to SendX lets you bring your support contacts into your email marketing workflow. Once connected, your Freshdesk contacts are synced into SendX so you can send targeted campaigns and newsletters to your customer base — without any manual exporting or importing.
When you'd use this
You have a customer base in Freshdesk and want to send them email campaigns from SendX. Instead of exporting contacts manually every time, this integration keeps your SendX audience up to date automatically.
What data gets synced
When you connect Freshdesk, SendX imports the following:
Contacts — Email, first name, last name, company, and IP address (when available) are mapped to SendX contact fields. All other Freshdesk contact fields are synced as custom fields.
Synced contacts are automatically tagged via_freshdesk so you can identify, filter, and segment them at any time.
Tickets, agents, groups, and other Freshdesk objects are not imported — only contacts are synced.
Before you start
Make sure you have:
An active Freshdesk account with contacts
Your Freshdesk domain (e.g. yourcompany.freshdesk.com)
Your Freshdesk API key (found in your profile settings)
A SendX account with permission to manage integrations
Step-by-step setup
1. Click on your Profile icon in your Freshdesk dashboard and click Customer Portal.
2. Copy your Freshdesk domain from the browser URL. For example, if the URL is https://yourcompany.freshdesk.com/support/home, copy yourcompany.freshdesk.com.
3. In your SendX account, go to Settings > Integrations and click New Integration.
4. Select Freshdesk from the dropdown and paste in your domain.
5. Back in Freshdesk, click on your Profile icon and select Profile Settings.
6. Click View API Key and copy your API key.
7. Back in SendX, paste in the API key and click Save.
8. You're all set! The integration will begin syncing data. The time required depends on the number of contacts in your Freshdesk account.
After the initial sync, SendX checks for new and updated contacts from Freshdesk every hour.
Important notes
Only contacts are synced. Ticket data, agent assignments, and support history are not imported.
Custom fields are created automatically. Any Freshdesk contact field that doesn't map to a standard SendX field (email, name, company, IP) is created as a custom field in SendX.
Incremental sync after first run. After the initial import, only contacts added or modified since the last sync are processed each hour — making recurring syncs fast.
Contacts are deduplicated by email. If a contact already exists in SendX, their record is updated — not duplicated.
Deleting the integration stops future syncs but does not remove contacts already in SendX.
Common questions
How long does the initial sync take?
Small accounts typically sync within a few minutes. Larger accounts may take longer.
Will my existing SendX contacts be overwritten?
No. SendX merges by email address. Existing contacts are updated with new information — nothing is deleted.
I have custom contact fields in Freshdesk — will those sync over?
Yes. Any field that doesn't match a standard SendX field is automatically created as a custom field and populated.
Does SendX sync ticket data or support history?
No. Only Freshdesk contacts are synced.