# Freshdesk

### Snapshot

| Features                        | Details                                          |
| ------------------------------- | ------------------------------------------------ |
| Release Status                  | Released                                         |
| Source API Version              | v2                                               |
| Table Selection                 | Yes                                              |
| Column Selection                | Yes                                              |
| Edit Integration                | Yes                                              |
| Replication Type Selection      | No                                               |
| Authentication Parameters       | <p>FreshDesk Subdomain<br>API Key</p>            |
| Replication Type                | <p>Full Replication<br>Key Based Replication</p> |
| Replication Key                 | Date                                             |
| Suggested Replication Frequency | 24 hrs                                           |

| Tables/APIs Supported |           |
| --------------------- | --------- |
| Agents                | Roles     |
| Groups                | Companies |
| Contacts              | Tickets   |

### Pre-requisites

1. Generate Freshdesk API Key for Daton
2. Read more on Where to find Freshdesk API Keys [here](https://docs.sarasanalytics.com/source-api-keys/freshdesk-api-keys)

### Integrate FreshDesk with Daton

1. Signin to Daton&#x20;
2. Select FreshDesk from Integrations page
3. Provide Integration Name, Replication Frequency, and History. Integration name would be used in creating tables for the integration and cannot be changed later&#x20;
4. Provide FreshDesk Subdomain and API Key to authorize Daton to periodically extract data from FreshDesk
5. Post successful authentication, you will be prompted to choose from the list of available tables
6. Then select all required fields for each table
7. Submit the integration

### Workflow

1. Integrations would be in Pending state initially and will be moved to Active state as soon as the first job loads data successfully on to the configured warehouse
2. Users would be able to edit/pause/re-activate/delete integration anytime
3. Users can view job status and process logs from the integration details page by clicking on the integration name from the active list

### FreshDesk Data

**Agents**

Purpose: Gives the list of all “full-time” and “occasional” agents in organization.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_agents>

Replication: Full Replication

Replication Key: NA

**Fields**

| Name             | Target Datatype |
| ---------------- | --------------- |
| available        | BOOLEAN         |
| occasional       | BOOLEAN         |
| id               | NUMERIC         |
| signature        | STRING          |
| ticket\_scope    | NUMERIC         |
| created\_at      | STRING          |
| updated\_at      | STRING          |
| available\_since | STRING          |
| type             | STRING          |
| contact          | RECORD          |

**Roles**

Purpose: Gives the list of all the various roles created in the organization.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_roles>

Replication: Full Replication

Replication Key: NA

**Fields**

| Name        | Target Datatype |
| ----------- | --------------- |
| id          | NUMERIC         |
| name        | STRING          |
| description | STRING          |
| default     | BOOLEAN         |
| created\_at | STRING          |
| updated\_at | STRING          |

**Groups**

Purpose: Groups table contains all the details about various groups present.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_groups>

Replication: Full Replication

Replication Key: NA

**Fields**

| Name                 | Target Datatype |
| -------------------- | --------------- |
| id                   | NUMERIC         |
| name                 | STRING          |
| description          | STRING          |
| escalate\_to         | STRING          |
| unassigned\_for      | STRING          |
| business\_hour\_id   | STRING          |
| group\_type          | STRING          |
| created\_at          | STRING          |
| updated\_at          | STRING          |
| auto\_ticket\_assign | BOOLEAN         |

**Companies**

Purpose: Companies table consists of details about various companies in contact with you.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_companies>

Replication: Full Replication

Replication Key: NA

**Fields**

| Name           | Target Datatype |
| -------------- | --------------- |
| id             | NUMERIC         |
| name           | STRING          |
| description    | STRING          |
| note           | STRING          |
| domains        | STRING          |
| created\_at    | STRING          |
| updated\_at    | STRING          |
| custom\_fields | RECORD          |
| health\_score  | STRING          |
| account\_tier  | STRING          |
| renewal\_date  | STRING          |
| industry       | STRING          |

**Contacts**

Purpose: Groups table contains all the details about various groups present.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_contacts>

Replication: Key-Based Replication

Replication Key: updated\_since

**Fields**

| Name                 | Target Datatype |
| -------------------- | --------------- |
| active               | BOOLEAN         |
| address              | STRING          |
| company\_id          | STRING          |
| description          | STRING          |
| email                | STRING          |
| id                   | NUMERIC         |
| job\_title           | STRING          |
| language             | STRING          |
| mobile               | STRING          |
| name                 | STRING          |
| phone                | STRING          |
| time\_zone           | STRING          |
| twitter\_id          | STRING          |
| custom\_fields       | RECORD          |
| facebook\_id         | STRING          |
| created\_at          | STRING          |
| updated\_at          | STRING          |
| unique\_external\_id | STRING          |

**Tickets**

Purpose: This table contains details about various tickets raised.

Source API Documentation  <https://developers.freshdesk.com/api/#list_all_tickets>

Replication: Key-Based Replication

Replication Key: updated\_since

**Fields**

| Name                       | Target Datatype |
| -------------------------- | --------------- |
| cc\_emails                 | STRING          |
| fwd\_emails                | STRING          |
| reply\_cc\_emails          | STRING          |
| fr\_escalated              | BOOLEAN         |
| spam                       | BOOLEAN         |
| email\_config\_id          | STRING          |
| group\_id                  | STRING          |
| priority                   | NUMERIC         |
| requester\_id              | NUMERIC         |
| responder\_id              | NUMERIC         |
| source                     | NUMERIC         |
| company\_id                | STRING          |
| status                     | NUMERIC         |
| subject                    | STRING          |
| association\_type          | STRING          |
| to\_emails                 | STRING          |
| product\_id                | STRING          |
| id                         | NUMERIC         |
| type                       | STRING          |
| due\_by                    | STRING          |
| fr\_due\_by                | STRING          |
| is\_escalated              | BOOLEAN         |
| custom\_fields             | RECORD          |
| created\_at                | STRING          |
| updated\_at                | STRING          |
| associated\_tickets\_count | STRING          |
| tags                       | STRING          |