Freshdesk
Freshdesk is a SaaS customer support software and help desk ticketing system. The solution also includes features like Knowledge Base, Community Platform, Live Chat, Phone Support, etc.
Features
| Feature Name | Supported | Notes |
|---|---|---|
| Capture deletes | check | * |
| History mode | ||
| Custom data | check | TICKET, TICKET_HISTORY, CONTACT and COMPANY tables only. |
| Data blocking | check | |
| Column hashing | check | |
| Re-sync | check | |
| API configurable | check | API configuration |
| Priority-first sync | ||
| Fivetran data models | ||
| Private networking | ||
| Authorization via API | check |
* The TICKET table has a deleted field. For all other tables we get all the data once a day and mark the diff as soft deleted in the destination.
Supported deployment models
We support the SaaS Deployment model for the connector.
Setup guide
Follow our step-by-step Freshdesk setup guide to connect Freshdesk with your destination using Fivetran connectors.
Sync overview
TICKET table
By default, the TICKET table is deselected when configuring the connection. If you select it after the initial sync, we sync its data from the earliest possible point (EPOCH).
When both the TICKET and TICKET_HISTORY tables are selected, the sync starts from the earliest date between their cursors. Selecting the TICKET table after the initial sync triggers a full re-sync of the TICKET_HISTORY table from the earliest possible date. Additionally, since the CONVERSATION table is linked to both, it also resyncs from EPOCH. This may cause a spike in Monthly Active Rows (MAR) for the TICKET_HISTORY and CONVERSATION tables.
We recommend to keep the TICKET table deselected, as the TICKET_HISTORY table already tracks the same data in history mode. If you want to select the TICKET table, do so at the same time as the TICKET_HISTORY table.
Schema information
This schema applies to all Freshdesk connections created on or after January 10, 2023.
To zoom, open the ERD in a new window.This schema applies to all Freshdesk connections created before January 10, 2023.
To zoom, open ERD in new window
Update frequency
We update the following tables according to the update frequency you specify in the Freshdesk dashboard:
CONTACTCONVERSATIONCONVERSATION_ATTACHMENTCONVERSATION_BCC_EMAILCONVERSATION_CC_EMAILCONVERSATION_TO_EMAILSATISFACTION_RATINGSATISFACTION_RATING_VALUETICKET_CC_EMAILTICKET_FWD_EMAILTICKET_REPLY_CC_EMAILTICKET_TO_EMAIL
We sync the TIME_ENTRIES (add and update) and TICKET_HISTORY (add, update, and delete) tables incrementally using webhooks.
To capture deletes for the TIME_ENTRIES table, we re-import the entire table once a week.
You should not delete the Automation rule created on your Freshdesk dashboard.
We update the following tables once a day as Freshdesk API does not offer incremental updates for them:
AGENTAGENT_ROLEAGENT_GROUPAUTOMATIONAUTOMATION_EVENTAUTOMATION_ACTIONAUTOMATION_CONDITIONAUTOMATION_PERFORMER_MEMBERBUSINESS_HOURCOMPANYCOMPANY_DOMAINDISCUSSIONDISCUSSION_CATEGORYDISCUSSION_COMMENTDISCUSSION_FORUMEMAIL_CONFIGGROUPPRODUCTROLESLA_POLICYSLA_POLICY_APPLICABLE_TOSLA_POLICY_ESCALATION_NEXT_RESPONSESLA_POLICY_ESCALATION_REMINDER_NEXT_RESPONSESLA_POLICY_ESCALATION_REMINDER_RESOLUTIONSLA_POLICY_ESCALATION_REMINDER_RESPONSESLA_POLICY_ESCALATION_RESOLUTIONSLA_POLICY_ESCALATION_RESPONSESLA_POLICY_TARGETSURVEYSURVEY_QUESTION
API quota usage
We throttle our connection to limit API usage. We have configured the throttling limit at 95% of the total API requests quota. Once the throttle is triggered, we reschedule our connection.