Install Bread & Butter on Freshdesk

Freshdesk, part of the Freshworks suite, powers your support portal, and someone digging through documentation or filing a support ticket, before or after they buy, is a real intent signal. Bread & Butter connects that traffic to the rest of your visitor data. One script, no plugin.

In short: one script connects your Freshdesk portal to Bread & Butter, no plugin and no developer required. It shows you who's a genuine prospect, not just a pageview, and folds documentation and support activity into the same lead scoring as the rest of your site.

Once it's running, Bread & Butter watches how visitors engage with your support portal, not just how many pages loaded, and surfaces that alongside everything else a visitor does on your main site, connecting the two into one picture instead of leaving your support traffic as a blind spot.

Frequently asked questions for Freshdesk

Does this work on any Freshdesk plan? We haven't been able to confirm from Freshdesk's public documentation whether the portal's Custom Code section is limited to certain plans. Check under Admin > Portals > Customize portal > Layout & Pages in your own account to confirm you have access.

Do I need a developer to install this? No. It's a copy-and-paste step into the portal's Head section, the same place you'd add Google Analytics or a similar tracking tool.

Does this work with a custom domain, or only a freshdesk.com subdomain? Either. The tracking script is embedded in the page itself, so it works the same way regardless of what domain your portal is published under.

Does this track visitors who submit a support ticket? Yes. If a visitor fills out the native Contact Us or ticket submission form, Bread & Butter identifies them and connects that to the rest of their activity on your site.

Bread & Butter Conversion Tools: If you want a dedicated on-site tool to capture emails or identify visitors browsing your support portal, Bread & Butter also offers its own suite of optional Conversion Tools, floating lead capture forms with one-click social login, content gating for premium assets, and AI-triggered incentive popups, that plug directly into your Bread & Butter account, no separate app required. See our Conversion Tools overview for the full list.

What if my main website and my Freshdesk portal run on separate domains? This is common, for example a main site on one domain with your support portal hosted on a separate Freshdesk-branded domain or subdomain. Bread & Butter doesn't use cookies, it uses a GDPR-compliant identifier stored locally in the visitor's browser. Install the same tracking script on each domain, and Bread & Butter reconciles the activity into one visitor journey, even across different platforms.

Installation Steps

Step 1: Get your tracking script

  • Log into your Bread & Butter Dashboard
  • Go to Settings > App & Domains
  • Add your Freshdesk subdomain or custom domain
  • Copy the JavaScript tracking snippet provided (it includes your unique App ID)

If you're already using Google Tag Manager on your Freshdesk portal, this is the easiest and most reliable way to install Bread & Butter, and it's the method we recommend. See our full Google Tag Manager installation guide for more detail.

Step 2: Add the script as a GTM tag

  • In your GTM container, create a new tag and choose Custom HTML
  • Paste the Bread & Butter tracking snippet into the tag
  • Set the trigger to All Pages
  • Save and Submit to publish the container

Step 3: Confirm it's working

  • Open your live Freshdesk portal in a new browser or incognito window
  • Return to your Bread & Butter Dashboard and confirm visitor data is coming in

Managing the script through GTM also means future updates or changes to your tracking setup don't require editing your Freshdesk portal directly.

Alternative: Manual install via Custom Code

If you're not using Google Tag Manager, install directly in Freshdesk instead.

Step 2: Add it to Freshdesk

  • Log into Freshdesk Admin
  • Go to Admin > Portals > Customize portal
  • Select Layout & Pages
  • Choose Portal layout > Head section
  • Paste the tracking script within the <head>  tags and apply

Step 3: Confirm it's working

  • Open your live Freshdesk portal in a new browser or incognito window
  • Return to your Bread & Butter Dashboard and confirm visitor data is coming in

Troubleshooting: If data isn't showing up, double-check that your App ID in the script matches your dashboard, and confirm your live Freshdesk URL is listed under Settings > Advanced Settings > Website Domains.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.