Note: It's also available as a paid add-on for other plans, please reach out to support@freshdesk.com for more information.


Using a single ID across all your systems to identify a customer makes it easier to track and find the right customer information when you need it. In addition to using email addresses as a unique way to identify contacts in your helpdesk, you can also use a unique ID. For example, if you use an account number to reference your contacts in your internal order management system, you can track them with the same number inside your helpdesk as well. This will make it easier to find the customer using the same data, whether you’re looking for them inside Freshdesk or outside. 


Quick guide to using the external ID field

  • You can have one alphanumeric external ID field for your helpdesk account and use it to associate a unique ID to each of your contacts. 
  • The external ID field will be available under Customer Fields in the Admin panel, once the feature is enabled. You will not be able to modify the field properties, but you can reorder the field as it appears on the contact form.
  • You can also customize the requester widget so that your agents have quick access to the field within the ticket details page.



  • You can use the external ID field to create or update contact information, to avoid duplicate customer records. You can also create tickets on behalf of customers as well as search for requesters and their associated tickets using their unique external ID. 



  • If you are importing or exporting your helpdesk contacts, this customer field can be used to map to the unique ID that you use in external systems.


Importing contacts:




Exporting contacts:



Note: Please reach out to support@freshdesk.com if you would like to enable the external ID feature for your account. 


Using a single ID across all your systems to identify a customer makes it easier to track and find the right customer information when you need it. In addition to using email addresses as a unique way to identify contacts in your helpdesk, you can also use a unique ID. For example, if you use an account number to reference your contacts in your internal order management system, you can track them with the same number inside your helpdesk as well. This will make it easier to find the customer using the same data, whether you’re looking for them inside Freshdesk or outside. 


Quick guide to using the external ID field

  • You can have one alphanumeric external ID field for your helpdesk account and use it to associate a unique ID to each of your contacts. 
  • The external ID field will be available under Customer Fields in the Admin tab, once the feature is enabled. You will not be able to modify the field properties, but you can reorder the field as it appears on the contact form.
  • You can also customize the requester widget so that your agents have quick access to the field within the ticket details page.



  • You can use the external ID field to create or update contact information, to avoid duplicate customer records. You can also create tickets on behalf of customers as well as search for requesters and their associated tickets using their unique external ID. 



  • If you are importing or exporting your helpdesk contacts, this customer field can be used to map to the unique ID that you use in external systems.

Importing contacts:




Exporting contacts: