Freshdesk

For creating Pipelines using this Source, Hevo provides you a fully managed BigQuery data warehouse as a possible Destination. This option remains available till the time you set up your first BigQuery Destination irrespective of any other Destinations that you may have. With the managed warehouse, 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:

Click PIPELINES in the Asset Palette.
Click + CREATE in the Pipelines List View.
In the Select Source Type page, select Freshdesk.
In the Configure your Freshdesk Source page, specify the following:
- 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.
Click TEST & CONTINUE.
Proceed to configuring the data ingestion and setting up the Destination.

Creating the API Token

Create an API token from your Freshdesk account:

Log in to your Freshdesk Support Portal.
Click on your profile picture on the top right corner.
In the drop-down list, click Profile Settings.
Copy the API key displayed on the right.

Data Replication

Historical Data -Once you create the Pipeline, Hevo starts fetching data and loads it into your Destination. By default, Hevo replicates the object data for the last 30 days from the time you created the Pipeline. You can use the Change Position option to load data older or recent than 30 days.

Note: You are charged for all the Events, whether they are loaded for the first time or reloaded, after the change of position.
Incremental Data - Once the historical load is completed, all new and updated records are synchronized 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, and Email Groups require ADMIN access to fetch data.

Revision History

Refer to the following table for the list of key updates made to this page:

Date	Release	Description of Change
Aug-09-2021	NA	Updated the default historical load duration to 30 days in the Data Replication section and suggested the Change Position option to fetch Events beyond or more recent than 30 days.

Last updated on 06 Aug 2021