Freshdesk

Freshdesk is a cloud-based customer support platform that enables companies of all sizes to provide great customer service.

Hevo uses Freshdesk API v2.0 which uses your personal API Key to fetch all the customer support-related data stored in your Freshdesk account and synchronize it to your desired Destination.

Note: For Pipelines created with this Source, Hevo provides you a fully-managed BigQuery data warehouse Destination if you do not already have one set up. You are only charged the cost that Hevo incurs for your project in Google BigQuery. The invoice is generated at the end of each month and payment is recovered as per the payment instrument you have set up. You can now create your Pipeline and directly start analyzing your Source data. Read Hevo Managed Google BigQuery .

Prerequisites

  • Your personal Freshdesk API key to authenticate Hevo to access data.

  • The API key is generated from an ADMIN user.

  • Freshdesk Account Domain,which is used to access the dashboard, is available. It is usually in the format, <companyname>.freshdesk.com.


Configuring Freshdesk as a Source

Perform the following steps to configure Freshdesk as a Source in Hevo:

  1. Click PIPELINES in the Asset Palette.

  2. Click + CREATE in the Pipelines List View.

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

  4. In the Configure your Freshdesk Source page, specify the following:

    Freshdesk settings

    • Pipeline Name: A unique name for your Pipeline.

    • Domain: The domain identifier for your Freshdesk account. For example, in http://westeros.freshdesk.com, the domain name is westeros.

    • API Key: The API token that you created in your Freshdesk account to enable Hevo to read the data.

  5. Click TEST & CONTINUE.

  6. Proceed to configuring the data ingestion and setting up the Destination.


Creating the API Token

Create an API token from your Freshdesk account:

  1. Log in to your Freshdesk Support Portal.

  2. Click on your profile picture on the top right corner.

  3. In the drop-down list, click Profile Settings.

    Profile settings

  4. Copy the API key displayed on the right.

    API key


Data Replication

  • Historical Data - Once you create the Pipeline, all data associated with the Freshdesk account is ingested by Hevo and loaded into your Destination

  • Incremental Data - Once the historical load is completed, all new and updated records are synchromized with your Destination.


Schema and Primary Keys

Hevo uses the following schema to upload the records in the Destination:


Data Model

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

Table Name Description
Agents Agents in Freshdesk can be full-time or occasional. Full-time agents are those who log in to your help-desk every day, such as, support engineers. Occasional agents are those who need to log in only a few times every month, such as, the CEO or field staff.
Business Hours The working hours of your company. If business hours are configured, anything outside your working hours is not timed by Freshdesk.
Companies A grouping to classify multiple contacts from the same company. The tickets of all such contacts can be mapped to the same company. This also enables you to find an alternative person to call/email when one contact is unavailable.
Contacts An existing or potential customer who has raised a support ticket through any channel.
Conversations All eplies as well as public and private notes added to a ticket. Notes are non-invasive ways of sharing updates about a ticket amongst agents and customers.
Email Groups  
Groups A collection of agents who will focus on one kind of problem and get to know the solutions and customers better.
Roles A set of privileges and profiles specifying what an agent can see and do within the Freshdesk support portal.
Satisfaction Ratings The response to a customer satisfaction survey. Ratings are used to generate a customer satisfaction report and evalute the agents’ performance in addressing customer expectations.
Surveys A built-in feature in Freshdesk that can be used to directly measure help-desk efficiency and customer satisfaction with every support ticket.
Tickets An issue raised by a requester that needs to be solved. Tickets are assigned to agents based on the subject of the ticket and the expertise of the agents .

Limitations

  • Objects such as Agents, Business Hours, Groups, Email Groups require ADMIN access to fetch data.
Last updated on 27 May 2021