Freshdesk (Edge)

Configure Freshdesk as a Source in your Pipeline

Perform the following steps to configure your Freshdesk Source:

1. Click Pipelines in the Navigation Bar.

2. Click + Create Pipeline in the Pipelines List View.

3. On the Select Source Type page, select Freshdesk.

4. On the Select Destination Type page, select the type of Destination you want to use.

5. On the Select Pipeline Type page, click Edge, and then click Continue.

   

   Note: This page appears only if both the Source and the Destination type you selected are supported in Edge. Otherwise, the Configure Source page appears.

6. On the Configure Source page, specify the following:

   

   • Source Name: A unique name for your Source, not exceeding 255 characters. For example, Freshdesk Source.

   • In the Connect to Freshdesk section:

     • Subdomain: The part of your Freshdesk URL before .freshdesk.com. For example, if your Freshdesk URL is https://acme.freshdesk.com, enter acme.

     • API Key: The API key that you copied from your Freshdesk account.

7. Click Test & Continue to test the connection to your Freshdesk Source. Hevo uses the API key to read the details of the agent to whom the key belongs. Once the test is successful, you can proceed to set up your Destination.

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Data Replication

Hevo replicates data for all the objects selected on the Configure Objects page during Pipeline creation. By default, all supported objects and their available fields are selected. However, you can modify this selection while creating or editing the Pipeline.

The first run of the Pipeline ingests all the data of the selected objects. In the subsequent runs, as per the sync frequency, Hevo ingests data as follows:

Hevo ingests all the tickets of your Freshdesk account, however old, including the deleted tickets and the tickets marked as spam. In the first run, Hevo ingests the conversations of all the tickets. In the subsequent runs, Hevo ingests the conversations of only the tickets updated since the previous run. Hevo reads the conversations of each ticket with a separate API request.

You can resync any object.

Freshdesk limits the number of API requests that your account can make in a minute, based on your Freshdesk plan. Trial accounts can make 50 requests per minute. The limit applies to your whole account, so the requests made by other apps that use the Freshdesk API also count toward it. If the limit is exceeded, Hevo waits and retries the request. Read Rate Limit.

Note: You can create a Pipeline with this Source only using the Merge load mode. The Append mode is not supported for this Source.

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Schema and Primary Keys

Hevo uses the following schema to upload the records in the Destination. For a detailed view of the objects, fields, and relationships, click the ERD.

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Data Model

The following is the list of tables (objects) that are created at the Destination when you run the Pipeline:

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