Excel Add-in for Freshdesk: Ticket Reporting and Bulk Updates from a Spreadsheet
Excel Add-in for Freshdesk is a $179.95 Devart add-in that connects Excel for Windows to your Freshdesk helpdesk with an API key, so tickets, contacts and other Freshdesk records load into worksheets you can pivot, chart, edit and save back. Support leads use it for metrics Freshdesk's dashboards don't show, and admins use it to tidy up contact and ticket data in bulk.
Quick facts
- Current version: 3.1.70, September 7, 2026
- Vendor: Devart
- How it signs in: your Freshdesk subdomain URL plus a personal API key, over Freshdesk API v2 (or the older v1)
- Excel versions: 2007 to 2024 on Windows
- Price: $179.95 with 12 months of updates and support; the license is perpetual, and updates renew at $89.95 a year
- Trial: 30 days free (76.60 MB, Devart account required to download)
- Refunds: Devart refunds within 30 days only when its support can't fix a technical problem
- What we checked: Devart's Freshdesk connection guide, the Freshdesk entries in the release history, and the order page on November 14, 2026 (Excel Add-in for Freshdesk, $179.95, renewal $89.95). We didn't connect it to a Freshdesk account.
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Overview
Freshdesk's reports cover the usual helpdesk numbers, but the moment a manager asks for something slightly different (tickets by tag per customer per month, or first-response times against last quarter's) you end up exporting. Devart's add-in makes Freshdesk a data source for Excel. Choose Tickets or Contacts, filter by status, priority or date, and the records arrive as an Excel table that refreshes with one click.
It also writes back. Fix a misspelt company on two hundred contacts, retag a batch of tickets or change ticket field choices, then Commit and the add-in sends the changes to Freshdesk's API.
Devart added Freshdesk in January 2017, moved to Freshdesk API v2 in October 2018, and has kept extending the connector: a TicketDetails object with extra ticket information, Tags on tickets, a ContactDetails object with avatar, tags, other emails and other companies, and in June 2026 full insert, update and delete on TicketFields.
Features
Tickets with the detail the list view hides
Excel Add-in for Freshdesk offers both a Ticket table and a TicketDetails table with extra columns, plus Tags on each ticket. Pull a year of tickets, then pivot them by agent, group, type, priority or tag without touching Freshdesk's report builder.
Contact clean-up in bulk
Excel Add-in for Freshdesk loads contacts, and the ContactDetails object adds their tags, other email addresses and other companies. Use Excel's duplicate finding, text functions and fill-down to fix them, then commit everything in one go.
Helpdesk configuration as a sheet
Excel Add-in for Freshdesk also reaches configuration objects: ticket fields (now with insert, update and delete), forums, and, with the Use Custom Objects option, Freshdesk custom objects. Editing a long dropdown of ticket field values is far quicker in cells than in Freshdesk's admin screens.
Freshdesk forums (Announcements, Feature Requests, Tips and Tricks, Bug Reports) in Excel with Edit Mode on: changed descriptions and names are tinted, one forum is marked for deletion and a new one is pending.
Fast paging and safe defaults
Excel Add-in for Freshdesk turns a plain LIMIT and OFFSET query into fast paged API calls, a speed-up Devart made specifically for Freshdesk. A Readonly connection option blocks every write, UTC Dates controls how ticket timestamps are converted, and Failover Retries re-runs a call that hit a temporary error.
Real-World Uses
- Weekly support review: ticket volume, backlog and priority mix per group, refreshed every Monday morning.
- Tag audit: list every tag in use, merge near-duplicates ("billing", "Billing ", "invoice-issue") and retag the tickets.
- Customer health: tickets per company joined against a revenue list in the same workbook.
- Migration prep: pull contacts and tickets into Excel to check and clean them before moving helpdesks.
- Form maintenance: update the choices of a ticket field for a new product line from a spreadsheet.
Who It's For, and Who Should Skip It
It fits support team leads, helpdesk admins and ops analysts at companies that run Freshdesk and already report in Excel.
Skip it if Freshdesk's own analytics answer your questions, if you only need a once-a-year export, or if your team uses Excel for Mac or in a browser, which the add-in doesn't support. If you also report on Zendesk, Zoho Desk or a CRM, compare the $499.95 Cloud Pack, which covers all of them.
Usage Guide
- Find your API key: sign in to Freshdesk, click your profile picture, open Profile settings; the key is shown next to the password section.
- Install the add-in (download after a free Devart sign-in, run as administrator with Excel closed).
- Connect: in Excel open the Devart tab, Get Data, pick Freshdesk, choose API v2, type your helpdesk address such as https://yourcompany.freshdesk.com and paste the API key. Decide whether the key may be saved in the workbook, then Test Connection.
- Import: choose Ticket or Contact, tick columns, add filters, preview, finish.
- Update: Refresh for the latest data; Edit Mode and Commit for changes.
The connection page: API Version v2, the freshdesk.com host, the masked API key and check boxes for saving the connection string and API key in the workbook.
Where it falls short
- The API key is a person's key. The add-in acts with that agent's permissions, and a key saved in a shared workbook goes wherever the file goes. Leave "Allow saving API Key" unticked for shared files.
- v1 and v2 tables differ. Devart notes that API v2 has more objects and that common objects are structured differently; build on v2.
- Big ticket histories take time. Every row comes through Freshdesk's API, so filter by date for large helpdesks.
- Windows-only, and refunds only for unfixable technical faults, so test in the 30-day trial.
What Users Say
Freshdesk add-in and the Devart add-in family
The Freshdesk add-in is listed on Capterra and Software Advice, but buyers mostly review Devart's add-ins as a family. On TrustRadius, "Devart Excel Add-ins" scores about 9.3 out of 10 across 33 reviews and ratings, with time saved and broad connectivity as the common praise. On G2, where Devart's add-ins have small separate profiles, the drawbacks mentioned are the price of single add-ins and the setup needed for a first connection. For Freshdesk that setup is short: a URL and an API key.
Comparisons
Excel add-in vs Freshdesk's own export
Freshdesk can export tickets and contacts to CSV for free, which is fine now and then. The add-in adds a refreshable link, objects the export doesn't cover (ticket fields, forums, custom objects), and the ability to push changes back.
Freshdesk add-in vs Cloud Pack
One helpdesk, one add-in: $179.95. Teams that also need Zendesk, Zoho Desk, HubSpot or Salesforce in Excel pass the Cloud Pack's $499.95 at the third add-in.
Editions and Pricing
| What you order |
Price |
| Excel Add-in for Freshdesk, perpetual license with 1 year of updates (default) | $179.95 |
| Each further year of updates | $89.95 |
| Excel Add-in Cloud Pack (Freshdesk plus 19 other cloud apps) | $499.95 |
Two- and three-year update terms and priority support are options on the order page that opens from Buy Now.
FAQs
Which Freshdesk plans does Excel Add-in for Freshdesk work with?
Excel Add-in for Freshdesk needs a Freshdesk account whose agents have an API key in their profile, since that key is how it signs in. Check that your plan and role show an API key before you buy.
Can Excel Add-in for Freshdesk create new tickets?
Excel Add-in for Freshdesk can insert tickets through Commit; Devart has fixed issues with inserting tickets that set more than the requester. Test on a sandbox or a test contact first, because each new ticket can trigger your Freshdesk automations and emails.
Are custom ticket fields included?
Yes. Excel Add-in for Freshdesk reads the actual values of your ticket types and fields, and handles a custom field that has the same name as a default one.
Is Freshdesk the same as Freshservice or Freshsales for this add-in?
No. Excel Add-in for Freshdesk connects to Freshdesk only. Devart doesn't list Freshservice or Freshsales among its Excel Add-ins.
Does the add-in keep working without a renewal?
Yes. Excel Add-in for Freshdesk has a perpetual license, so it keeps running after the update year; you lose new versions and support until you renew at $89.95, or 20% to 60% more after a long lapse.
System Requirements
- Excel 2007, 2010, 2013, 2016, 2019, 2021 or 2024 for Windows
- .NET Framework 4.0+ and Visual Studio 2010 Tools for Office Runtime
- Admin rights to install
- A Freshdesk helpdesk URL and an agent API key
Conclusion
Excel Add-in for Freshdesk is good value at $179.95 for a support lead or Freshdesk admin who reports in Excel every week or keeps cleaning contacts and tags: setup is just a URL and an API key, and the refreshable workbook replaces a regular export chore. It isn't worth it for a one-off export, for Mac users, or for teams happy with Freshdesk's dashboards. Try it on your helpdesk for 30 days first.
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