The Feedback Hub can read customer requests from your helpdesk and turn them into reviewable signals. Formspring only reads. It never replies to, creates or changes anything in the helpdesk.
Availability: awaiting provider verification. These imports are built and tested against recorded responses, but have not passed a live test in a real account, so they are off by default.
Connect
Open Feedback Hub → Helpdesk and choose your helpdesk:
| Helpdesk | You enter |
|---|---|
| Help Scout | App ID and secret of a Help Scout app, optionally a mailbox ID |
| Zendesk | Subdomain, agent email and API token |
| Freshdesk | Domain and API key |
Before the first import you confirm that you have the right to use the content and say on what basis the people in it agreed. Both are stored with your name and the time. Formspring checks the access details before saving them.
What is imported
- What the customer wrote and the helpdesk marks as public: the first message and the customer's replies.
- Each record keeps where it came from: the helpdesk, the ticket, the message, whether it was public or private, and a link back to the ticket.
- Email addresses and phone numbers in the text are masked.
Agent replies are not imported.
Private content
Internal notes, private notes and private tickets are not imported. A workspace owner or admin can allow them for one source. That decision is recorded. Withdrawing it removes what was already imported from private content.
Updates and deletions
Each run continues from where the last one stopped. Zendesk and Freshdesk report deleted tickets, and their stored content is removed. Help Scout does not report deleted conversations; revoke the source to remove its content.
Limits
- No attachments or inline images.
- Freshdesk returns at most 30,000 tickets per run; a long backlog is read over several runs.
- If the helpdesk limits your requests, the import waits and tries again.