- About Hevo
- Hevo Features
- Hevo System Architecture
- Core Concepts
- Free Trials
- Regulatory Compliance
- Hevo Support
- General FAQs
- Getting Started
- Creating an Account in Hevo
- Connection Options
- Familiarizing with the UI
- Creating your First Pipeline
- Data Loss Prevention and Recovery
- Data Ingestion
- Types of Data Synchronization
- Ingestion Modes and Query Modes for Database Sources
- Ingestion and Loading Frequency
- Ingestion Frequency and Data Synchronization
- Data Ingestion Statuses
- Deferred Data Ingestion
- Handling of Primary Keys
- Handling of Updates
- Handling of Deletes
- Hevo-generated Metadata
- Data Loading
- Loading Data in a Database Destination
- Loading Data to a Data Warehouse
- Optimizing Data Loading for a Destination Warehouse
- Manually Triggering the Loading of Events
- Scheduling Data Load for a Destination
- Loading Events in Batches
- Data Loading Statuses
- Data Spike Alerts
- Name Sanitization
- Table and Column Name Compression
- Parsing Nested JSON Fields in Events
- Data Flow in a Pipeline
- Familiarizing with the Pipelines UI
Working with Pipelines
- Best Practices for Creating Database Pipelines
- Creating a Pipeline
- Connectivity Check for RDBMS Sources
- Scheduling a Pipeline
- Modifying a Pipeline
- Prioritizing a Pipeline
- Viewing Pipeline Progress
- Pausing and Deleting a Pipeline
- Log-based Pipelines
- Troubleshooting Data Replication Errors
- Managing Objects in Pipelines
Python Code-Based Transformations
- Supported Python Modules and Functions
Transformation Methods in the Event Class
- Create an Event
- Retrieve the Event Name
- Rename an Event
- Retrieve the Properties of an Event
- Modify the Properties for an Event
- Fetch the Primary Keys of an Event
- Modify the Primary Keys of an Event
- Fetch the Data Type of a Field
- Check if the Field is a String
- Check if the Field is a Number
- Check if the Field is Boolean
- Check if the Field is a Date
- Check if the Field is a Time Value
- Check if the Field is a Timestamp
- Convert date string to required format
- Convert date to required format
- Convert datetime string to required format
- Convert epoch time to a date
- Convert epoch time to a datetime
- Convert epoch to required format
- Convert epoch to a time
- Get time difference
- Parse date string to date
- Parse date string to datetime format
- Parse date string to time
- Examples of Python Code-based Transformations
Drag and Drop Transformations
- Special Keywords
Transformation Blocks and Properties
- Add a Field
- Change Datetime Field Values
- Change Field Values
- Drop Events
- Drop Fields
- Find & Replace
- Flatten JSON
- Format Date to String
- Format Number to String
- Hash Fields
- Mask Fields
- Modify Text Casing
- Parse Date from String
- Parse JSON from String
- Parse Number from String
- Rename Events
- Rename Fields
- Round-off Decimal Fields
- Split Fields
- Examples of Drag and Drop Transformations
- Effect of Transformations on the Destination Table Structure
- Transformation Reference
- Transformation FAQs
- Python Code-Based Transformations
- Using Schema Mapper
- Mapping Statuses
- Auto Mapping Event Types
- Manually Mapping Event Types
- Modifying Schema Mapping for Event Types
- Schema Mapper Actions
- Fixing Unmapped Fields
- Resolving Incompatible Schema Mappings
- Resizing String Columns in the Destination
- Schema Mapper Compatibility Table
- Limits on the Number of Destination Columns
- File Log
- Troubleshooting Failed Events in a Pipeline
- Mismatch in Events Count in Source and Destination
- Activity Log
- Does creation of Pipeline incur cost?
- Why are my new Pipelines in trial?
- Can multiple Sources connect to one Destination?
- What happens if I re-create a deleted Pipeline?
- Why is there a delay in my Pipeline?
- Can I delete skipped objects in a Pipeline?
- Can I change the Destination post-Pipeline creation?
- How does changing the query mode affect data ingestion?
- Why is my billable Events high with Delta Timestamp mode?
- Can I drop multiple Destination tables in a Pipeline at once?
- How does Run Now affect scheduled ingestion frequency?
- Will pausing some objects increase the ingestion speed?
- Can I sort Event Types listed in the Schema Mapper?
- How do I include new tables in the Pipeline?
- Can I see the historical load progress?
- Why is my Historical Load Progress still at 0%?
- Why is historical data not getting ingested?
- How do I restart the historical load for all the objects?
- How do I set a field as a primary key?
- How can I load only filtered Events to the Destination?
- How do I ensure that records are loaded only once?
- Why do the Source and the Destination events count differ?
- Events Usage
- Free Sources
Databases and File Systems
- Data Warehouses
- Connecting to a Local Database
- Amazon DocumentDB
- Amazon DynamoDB
- Generic MongoDB
- MongoDB Atlas
- Support for Multiple Data Types for the _id Field
- Example - Merge Collections Feature
Errors During Pipeline Creation
- Error 1001 - Incorrect credentials
- Error 1005 - Connection timeout
- Error 1006 - Invalid database hostname
- Error 1007 - SSH connection failed
- Error 1008 - Database unreachable
- Error 1011 - Insufficient access
- Error 1028 - Primary/Master host needed for OpLog
- Error 1029 - Version not supported for Change Streams
- SSL 1009 - SSL Connection Failure
- Troubleshooting MongoDB Change Streams Connection
- Troubleshooting MongoDB OpLog Connection
- Errors During Pipeline Creation
- Amazon RDS SQL Server
- Azure SQL Server
- Google Cloud SQL Server
- Generic SQL Server
- Troubleshooting SQL Server
- SQL Server FAQs
- Amazon Aurora MySQL
- Amazon RDS MySQL
- Azure MySQL
- Google Cloud MySQL
- Generic MySQL
- MariaDB MySQL
Errors During Pipeline Creation
- Error 1003 - Connection to host failed
- Error 1006 - Connection to host failed
- Error 1007 - SSH connection failed
- Error 1011 - Access denied
- Error 1012 - Replication access denied
- Error 1017 - Connection to host failed
- Error 1026 - Failed to connect to database
- Error 1027 - Unsupported BinLog format
- Failed to determine binlog filename/position
- Schema 'xyz' is not tracked via bin logs
- Errors Post-Pipeline Creation
- Errors During Pipeline Creation
- MySQL FAQs
- Amazon Aurora PostgreSQL
- Amazon RDS PostgreSQL
- Azure PostgreSQL
- Google Cloud PostgreSQL
- Generic PostgreSQL
- Heroku PostgreSQL
Errors during Pipeline creation
- Error 1003 - Authentication failure
- Error 1006 - Connection settings errors
- Error 1011 - Access role issue for logical replication
- Error 1012 - Access role issue for logical replication
- Error 1014 - Database does not exist
- Error 1017 - Connection settings errors
- Error 1023 - No pg_hba.conf entry
- Error 1024 - Number of requested standby connections
- Errors Post-Pipeline Creation
- Errors during Pipeline creation
- PostgreSQL FAQs
- Troubleshooting Database Sources
- Amazon S3
- Azure Blob Storage
- FTP / SFTP
- Google Cloud Storage (GCS)
- Google Drive
- Google Sheets
- Android SDK
- Writing JSONPath Expressions
REST API FAQs
- Why does my REST API token keep changing?
- Can I use a bearer authorization token for authentication?
- Does Hevo’s REST API support API chaining?
- What is the maximum payload size returned by a REST API?
- How do I split an Event into multiple Event Types?
- How do I split multiple values in a key into separate Events?
- Jira Cloud
- Finance & Accounting Analytics
- Apple Search Ads
- Facebook Ads
- Facebook Page Insights
- Firebase Analytics
- Google Campaign Manager
- Google Ads
- Google Analytics
- Google Analytics 4
- Google Analytics 360
- Google Play Console
- Google Search Console
- Instagram Business
- LinkedIn Ads
- Microsoft Advertising
- Pinterest Ads
- SendGrid Webhook
- Salesforce Marketing Cloud
- Snapchat Ads
- TikTok Ads
- Twitter Ads
- YouTube Analytics
- Product Analytics
Sales & Support Analytics
- Help Scout
- Hub Planner
- Toggl Track
- From how far back can the Pipeline ingest data?
- Can I connect to a Source not listed in Hevo?
- Can I connect a local database as a Source?
- How can I push data to Hevo API?
- How do I connect a CSV file as a Source?
- Why are my selected Source objects not visible in the Schema Mapper?
- How can I transfer Excel files using Hevo?
- How does the Merge Table feature work?
- Familiarizing with the Destinations UI
- Amazon Aurora MySQL
- SQL Server
- Connecting to a Local Database
- Limitations of using MySQL as a Destination
- Structure of Data in the Amazon Redshift Data Warehouse
- Loading Data to an Amazon Redshift Data Warehouse
- Troubleshooting Amazon Redshift Destination
- Amazon Redshift FAQs
- Azure Synapse Analytics
- Clustering in BigQuery
- Partitioning in BigQuery
- Loading Data to a Google BigQuery Data Warehouse
- Near Real-time Data Loading using Streaming
- Troubleshooting Google BigQuery
- Google BigQuery FAQs
- Hevo Managed Google BigQuery
- Structure of Data in the Snowflake Data Warehouse
- Loading Data to a Snowflake Data Warehouse
- Troubleshooting Snowflake
- Snowflake FAQs
- Amazon Redshift
- Can I move data between SaaS applications using Hevo?
- Can I change the primary key in my Destination table?
- How do I change the data type of table columns?
- Can I change the Destination table name after creating the Pipeline?
- How can I change or delete the Destination table prefix?
- How do I resolve duplicate records in the Destination table?
- How do I enable or disable deduplication of records?
- Why does my Destination have deleted Source records?
- How do I filter deleted Events from the Destination?
- Does a data load regenerate deleted Hevo metadata columns?
- Can I load data to a specific Destination table?
- How do I filter out specific fields before loading data?
- How do I sort the data in the Destination?
- dbt™ Models
- Familiarizing with the Models UI
- Types of Models
- Key Features
- Working with SQL Models
- Previewing a Model
- Viewing the Query History
- Legacy Models
- Models FAQs
- Account Management
- Personal Settings
- Team Settings
- Pricing Plans
- Time-based Events Buffer
- Setting up Pricing Plans, Billing, and Payments
- On-Demand Purchases
- Billing Alerts
- Viewing Billing History
- Billing Notifications
- Can I try Hevo for free?
- Can I get a plan apart from the Starter plan?
- Are free trial Events charged once I purchase a plan?
- For how long can I stay on the Free plan?
- How can I upgrade my plan?
- Is there a discount for non-profit organizations?
- Can I seek a refund of my payment?
- Do ingested Events count towards billing?
- Will Pipeline get paused if I exceed the Events quota?
- Will the initial load of data be free?
- Does the Hevo plan support multiple Destinations?
- Do rows loaded through Models count in my usage?
- Is Hevo subscription environment-specific?
- Can I pause billing if I have no active Pipelines?
- Can you explain the pricing plans in Hevo?
- Where do I get invoices for payments?
- Account Suspension and Restoration
- Account Management FAQs
- Activate Concepts
- Familiarizing with the Activate UI
- Working with Activate
- Activate Warehouses
- Activate Targets
- Release Notes
- Release Version 2.13
- Release Version 2.12
- Release Version 2.11
- Release Version 2.10
- Release Version 2.09
- Release Version 2.08
- Release Version 2.07
- Release Version 2.06
- Release Version 2.05
- Release Version 2.04
- Release Version 2.03
- Release Version 2.02
- Release Version 2.01
- Release Version 2.00
- Release Version 1.99
- Release Version 1.98
- Release Version 1.97
- Release Version 1.96
- Release Version 1.95
- Release Version 1.93 & 1.94
- Release Version 1.92
- Release Version 1.91
- Release Version 1.90
- Release Version 1.89
- Release Version 1.88
- Release Version 1.87
- Release Version 1.86
- Release Version 1.84 & 1.85
- Release Version 1.83
- Release Version 1.82
- Release Version 1.81
- Release Version 1.80 (Jan-24-2022)
- Release Version 1.79 (Jan-03-2022)
- Release Version 1.78 (Dec-20-2021)
- Release Version 1.77 (Dec-06-2021)
- Release Version 1.76 (Nov-22-2021)
- Release Version 1.75 (Nov-09-2021)
- Release Version 1.74 (Oct-25-2021)
- Release Version 1.73 (Oct-04-2021)
- Release Version 1.72 (Sep-20-2021)
- Release Version 1.71 (Sep-09-2021)
- Release Version 1.70 (Aug-23-2021)
- Release Version 1.69 (Aug-09-2021)
- Release Version 1.68 (Jul-26-2021)
- Release Version 1.67 (Jul-12-2021)
- Release Version 1.66 (Jun-28-2021)
- Release Version 1.65 (Jun-14-2021)
- Release Version 1.64 (Jun-01-2021)
- Release Version 1.63 (May-19-2021)
- Release Version 1.62 (May-05-2021)
- Release Version 1.61 (Apr-20-2021)
- Release Version 1.60 (Apr-06-2021)
- Release Version 1.59 (Mar-23-2021)
- Release Version 1.58 (Mar-09-2021)
- Release Version 1.57 (Feb-22-2021)
- Release Version 1.56 (Feb-09-2021)
- Release Version 1.55 (Jan-25-2021)
- Release Version 1.54 (Jan-12-2021)
- Release Version 1.53 (Dec-22-2020)
- Release Version 1.52 (Dec-03-2020)
- Release Version 1.51 (Nov-10-2020)
- Release Version 1.50 (Oct-19-2020)
- Release Version 1.49 (Sep-28-2020)
- Release Version 1.48 (Sep-01-2020)
- Release Version 1.47 (Aug-06-2020)
- Release Version 1.46 (Jul-21-2020)
- Release Version 1.45 (Jul-02-2020)
- Release Version 1.44 (Jun-11-2020)
- Release Version 1.43 (May-15-2020)
- Release Version 1.42 (Apr-30-2020)
- Release Version 1.41 (Apr-2020)
- Release Version 1.40 (Mar-2020)
- Release Version 1.39 (Feb-2020)
- Release Version 1.38 (Jan-2020)
- Upcoming Features
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 the customer support-related data stored in your Freshdesk account and synchronize it to your desired Destination.
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.
Your personal Freshdesk API key to authenticate Hevo to access data. The API key has access to /v2/tickets API endpoint.
The API key is generated from an
Freshdesk Account Domain, which is used to access the dashboard, is available. It is usually in the format,
You are assigned the Team Administrator, Team Collaborator, or Pipeline Administrator role in Hevo to create the Pipeline.
Configuring Freshdesk as a Source
Perform the following steps to configure Freshdesk as a Source in Hevo:
Click PIPELINES in the Navigation Bar.
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.
Historical Sync Duration: The duration for which the existing data in the Source must be ingested. Default duration: 30 Days.
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.
|Default Ingestion Frequency||Minimum Ingestion Frequency||Maximum Ingestion Frequency||Custom Frequency Range (Hrs)|
|30 Mins||5 Mins||24 Hrs||1-24|
Note: You must set the custom frequency in hours as an integer value. For example, 1, 2, 3 but not 1.5 or 1.75.
Historical Data: In the first run of the Pipeline, Hevo ingests the data of the past 30 days for the selected objects in your Freshdesk account. You can use the Change Position option for an object to load data older or recent than 30 days.
Note: Hevo ingests all available data for the Conversations object by default, potentially exceeding the Freshdesk API rate limit and increasing your Events quota consumption. However, you can disable the data ingestion for this object by contacting Hevo Support.
Incremental Data: Once the historical load is complete, all new and updated records for all object(s) are synchronized with your Destination as per the ingestion frequency.
Schema and Primary Keys
Hevo uses the following schema to upload the records in the Destination:
The following is the list of tables (objects) that are created at the Destination when you run the Pipeline.
|Agents||Contains details of all the full-time or and occasional users who log in to your help-desk.
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||Contains details of the working hours of your company. If business hours are configured, anything outside of these hours is not timed by Freshdesk.|
|Companies||Contains details of all the companies that contact you.
All contacts from the same company are grouped under that company name for easy reference.
|Contacts||Contains details of all the existing or potential customers who have raised a support ticket through any channel.|
|Conversations||Contains details of all the replies, 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.
Note: Hevo ingests all available data for this object by default, potentially exceeding the Freshdesk API rate limit and increasing your Events quota consumption. However, you can disable the data ingestion for this object by contacting Hevo Support.
|Discussions||Contains details of all the conversations between customers, for example, sharing of queries, responses and ideas.|
|Email Configs||Contains details of all the emails received and sent through your Freshdesk account.|
|Groups||Contains details of collections of agents who will focus on one kind of problem and get to know the solutions and customers better.|
|Products||Contains details of the different products offered by your company.
Each product has its own support portal URL, and agents can support all the products through a single helpdesk.
|Roles||Contains details of a set of the different privileges and profiles specifying what an agent can see and do within the Freshdesk support portal.|
|Satisfaction Ratings||Contains details of the responses received for a customer satisfaction survey. These responses are used to generate a customer satisfaction report and evaluate the agents’ performance in addressing customer expectations.|
|Surveys||Contains details of customer surveys, a built-in feature in Freshdesk which is used to directly measure help-desk efficiency and customer satisfaction with every support ticket.|
|Tickets||Contains details of the tickets raised by a requester that need to be solved by the agents. Tickets are assigned to agents based on the subject of the ticket and agents’ expertise.|
|Time Entries||Contains details of the time spent by agents in resolving the issue.|
Read the detailed Hevo documentation for the following related topics:
- Objects such as Agents, Business Hours, Groups, and Email Groups require
ADMINaccess to fetch data.
Refer to the following table for the list of key updates made to this page:
|Date||Release||Description of Change|
|Mar-23-2023||NA||Updated sections, Data Replication and Data Model to add a note regarding Hevo ingesting all available data for the Conversations object.|
|Jan-10-2023||2.05||Updated section, Data Replication to mention about custom ingestion frequency.|
|Dec-19-2022||2.04||Updated section, Data Model to include information about the new objects supported by Hevo.|
|Dec-14-2022||NA||Updated section, Configuring Freshdesk as a Source to reflect the latest Hevo UI.|
|May-10-2022||NA||Updated section, Prerequisites to add information about the API endpoint that your API key should have access to.|
|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.|