How it works
- Connect with an API key. Under Feedback sources in Settings → Integrations, an admin enters your Freshdesk domain (the acme in acme.freshdesk.com) and a Freshdesk API key.
- Crumb pulls updated tickets. Each sync lists tickets updated since the last run, 90 days back on the first one, and reads each ticket's subject and description.
- AI separates feedback from support (Cloud). On the Team plan and up, Crumb's AI keeps product requests, bug reports, and usability complaints, and drops how-to questions, billing, and login issues.
- Matches fold in, the rest waits. A close match to an existing item becomes an internal note on it, with a link to the ticket. Everything else waits in Needs triage, because the ticket list Crumb reads doesn't include the requester's email.
- You map and keep. In Needs triage, pick the account, type, and title, or dismiss the ticket. Kept requests become normal items weighted by their account's ARR.
What syncs
| What | Direction | When |
|---|---|---|
| Ticket subject and description | Freshdesk → Crumb | Each sync, once per ticket |
| Ticket link | Freshdesk → Crumb | In the note when a request matches an existing item |
| Requester name and email | Not synced | You choose the account during review |
| Later replies on the ticket | Not synced | Each ticket is read once |
| Anything from Crumb | Not synced | Nothing is written to Freshdesk |
Because Freshdesk tickets arrive without a requester email, Crumb can't suggest an account for them either: when you review, pick one of your existing accounts or type a new name. Without Crumb's AI, on self-host or once the monthly AI allowance runs out, every ticket lands in Needs triage instead, so nothing is silently skipped. A large backlog comes in over several runs, each one picking up where the last stopped, and each ticket is read once, so a later sync never files it twice.
Setup
Crumb Cloud: on the Team plan and up, enter your domain and API key under Feedback sources in Settings → Integrations. The AI filter is included, and each ticket it reads counts toward your monthly AI allowance.
Self-hosted: the same two fields, with no app to register. Without the Cloud AI filter, every ticket lands in Needs triage for review. Schedule pulls by calling POST /api/v1/internal/feedback-sync from a cron with your sweep secret, or press Sync now.
Other feedback sources
Crumb pulls from Intercom, Zendesk, and Gong the same way, and every source lands in the same inbox as your widget feedback.
Frequently asked questions
Why don't Freshdesk tickets become items automatically?
Crumb reads Freshdesk's ticket list, which doesn't include the requester's email, so it can't safely assign an account on its own. On Cloud, requests that match an existing item are still added to that item as a note.
Does this cover Freshchat?
Freshchat is a separate connector in the same list, with its own API token and base URL. It's early: it only finds conversations if your Freshchat account exposes conversation listing through the API, and pulls nothing otherwise.
Will customers get emails from Crumb about their tickets?
No. Automatic updates only go to people who sent feedback through Crumb's widget. Follow up in Freshdesk as usual.
Does Crumb write to Freshdesk?
No. The API key is only used to read tickets.
How far back does the first sync go?
90 days. After that, each sync picks up tickets updated since the previous one.