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QueuePilot documentation

Use QueuePilot to read and sort a queue inside Freshdesk. Public installation will become available only after Marketplace approval.

Installation and access

The administrator configures only the Freshdesk tenant subdomain, such as acme for acme.freshdesk.com. No installer-wide API key is configured.

Open the app and enter your own Freshdesk API key in the password field for each session. Use a key with permission to read the tickets you need. The key stays in page memory and is sent as request-template context through the Freshworks request proxy to authenticate Freshdesk requests. It is not saved in browser storage.

Load and sort a queue

  • Choose a custom date field, created time, due time or updated time. Custom fields must be date fields; arbitrary text fields are not supported.
  • Choose ascending or descending order and optional status and group IDs, then load the queue. Sorting applies to the combined successfully loaded result, not separately to each API page.
  • Read the results 25 tickets at a time. Missing or invalid dates appear last. Open a ticket in Freshdesk to take action; QueuePilot only reads.
  • Save a named view to keep the current name, field, direction, status and group preferences. Up to 10 views are stored per tenant and signed-in user in this browser. Choose Forget views to delete them.

Loading limits and errors

QueuePilot requests tickets updated since 1970 so that older tickets are included in the API listing. It does not include archived, deleted or spam tickets. Freshdesk API permissions and limits still apply.

Loading accepts at most 29,999 tickets. A full 300th API page means the result may be incomplete and is rejected. Failed page requests must not be treated as a complete queue. Reduce the account queue size or retry after resolving the reported API error.

Freshdesk can change while pages load. The result is a mutable paginated view, not an atomic snapshot. Status and group filtering does not remove the API pagination limit.

Live native custom date behavior and large-tenant behavior remain unverified without account access. Test the app on your own tenant before relying on it.