Starting December 31, 2025, Freshworks will no longer provide support for X as a direct ticketing channel.
Here is a list FAQs on the current changes, solutions, and alternatives for seamless customer support.
Why is this happening?
The native integration is ending due to the recent significant changes to X’s platform policies, including updates to its pricing and API usage model. These changes have made it no longer viable to maintain the integration within Freshdesk.
Is there a workaround for customers?
Customers who wish to continue using X for customer support can explore options through trusted partners via Marketplace apps. These partner solutions will allow you to manage X interactions directly from Freshdesk. Please note that using these solutions will require customers to manage their own X developer platform access and handle any related partner costs.
What will happen to existing tickets created using the X integration?
After the discontinuation, replies to tickets through the X integration will fail, meaning the users will not be able to reply to tickets. However, existing tickets will remain unaffected and won't be deleted.
How will it affect a dashboard built with X tickets?
Since X ticket creation is impacted, the dashboard using ticket metrics will also be impacted.
Note: For further questions or assistance, contact your Customer Success Manager or drop an email to support@freshdesk.com.
