Freshdesk

Pipeline Concepts

Before setting up the pipeline, learn about pipeline concepts here

Step by Step Guide

STEP-1: Configure Connection

To learn about Connection, refer here

• Log into Sprinkle application
• Navigate to Import -> Connections Tab -> New Connection ->
• Select Freshdesk
• Provide all the mandatory details
  • Name: Name to identify this connection
  • API Key: To get your API key, refer here
  • Sub-Domain: Provide only the subdomain. Example:- https://{SUBDOMAIN}.freshdesk.com
  • Advance Settings : Refer here
• Test Connection
• Create

STEP-2: Configure Pipeline

To learn about datasource, refer here

• Navigate to Ingest -> Pipeline Tab -> Add ->
• Select Freshdesk
• Provide the name -> Create
• Connection Tab:
  • From the drop-down, select the name of connection created in STEP-2
  • Update

STEP-3: Create Dataset

Datasets Tab: To learn about Dataset, refer here. Add Dataset for each report/dataset that you want to integrate, providing following details

• Report Type (Required): Select from the drop-down:
  • Conversations
  • Contacts
  • Roles
  • Groups
  • Canned_Response_Folders
  • Surveys
  • Satisfaction_Ratings
  • Time_Entries
  • Email_Configs
  • Email_Mailboxes
  • Products
  • Tickets
  • Ticket_Fields
  • Agents
  • Skills
  • Companies
  • Scenario_Automations
• Flatten Level(Required) : Select One Level or Multi Level. In one level, flattening will not be applied on complex type. They will be stored as string. In multi level, flattening will be applied in complex level till they become simple type.
• Destination Schema (Required) : Data warehouse schema where the table will be ingested into
• Destination Table name (Required) : It is the table name to be created on the warehouse. If not given, sprinkle will create like ds_<pipelinename>_<tablename>
• Destination Create Table Clause: Provide additional clauses to warehouse-create table queries such as clustering, partitioning, and more, useful for optimizing DML statements. Learn more on how to use this field.
• Create

STEP-4: Run and schedule Ingestion

In the Ingestion Jobs tab:

• Trigger the Job, using Run button
• To schedule, enable Auto-Run. Change the frequency if needed

Advanced Connection Settings

• API Read Timeout (In seconds) : Maximum time of inactivity between two data packets when waiting for the server’s response. The default value is 30 seconds.
• API Connection Timeout (In seconds) : Time period within which a connection between a client and a server must be established.
• Retry Limit : Number of retries allowed when an API call fails. For example if an API call fails and retry limit is 5 then it will check 5 times for that API call and if it succeeded then it will stop checking.
• Retry Sleep Time (In milliseconds) : Given time, after which retry should happen in case an API call fails.
• Version : It gives information about the version of Freshdesk API being used.
• Max Records : Field sets the max limit on the number of records that can be downloaded during each API call.
• Incremental Batch Size (In days) : No. of days in one batch for which data is being downloaded during incremental ingestion.

Dataset Fields

Conversations

• sprinkle_ingestion_date
• attachments
• body
• body_text
• id
• incoming
• to_emails
• private
• source
• support_email
• ticket_id
• user_id
• last_edited_at
• last_edited_user_id
• created_at
• updated_at

Contacts

• active
• address
• email
• id
• language
• name
• phone
• time_zone
• custom_fields
• created_at
• updated_at
• preferred_source
• company_id
• other_companies

Roles

• id
• name
• description
• default
• created_at
• updated_at
• agent_type

Groups

• id
• name
• description
• group_type
• created_at
• updated_at
• auto_ticket_assign

Canned_Response_Folders

• id
• name
• created_at
• updated_at
• personal
• responses_count

Surveys

• id
• title
• active
• created_at
• updated_at
• questions

Satisfaction_Ratings

• id
• survey_id
• user_id
• agent_id
• group_id
• ticket_id
• feedback
• questions
• ratings
• created_at
• updated_at

Time_Entries

• agent_id
• billable
• id
• executed_at
• note
• start_time
• ticket_id
• time_spent
• timer_running
• created_at
• updated_at

Email_Configs

• id
• name
• to_email
• reply_email
• primary_role
• active
• created_at
• updated_at

Email_Mailboxes

• id
• name
• support_email
• default_reply_email
• active
• mailbox_type
• created_at
• updated_at
• freshdesk_mailbox_forward_email

Products

• description
• id
• name
• created_at
• updated_at

Tickets

• attachments
• cc_emails
• company_id
• custom_fields
• deleted
• description
• description_text
• due_by
• email
• email_config_id
• facebook_id
• fr_due_by
• fr_escalated
• fwd_emails
• group_id
• id
• is_escalated
• name
• phone
• priority
• product_id
• reply_cc_emails
• requester_id
• responder_id
• source
• spam
• status
• subject
• tags
• to_emails
• twitter_id
• type
• created_at
• updated_at

Ticket_Fields

• id
• default
• description
• label
• name
• position
• required_for_closure
• type
• required_for_agents
• required_for_customers
• label_for_customers
• customers_can_edit
• displayed_to_customers
• portal_cc
• portal_cc_to
• choices
• is_fsm
• field_update_in_progress
• dependent_fields
• section_mappings

Agents

• available
• occasional
• id
• ticket_scope
• created_at
• updated_at
• type
• contact_active
• contact_email
• contact_language
• contact_name
• contact_time_zone
• contact_created_at
• contact_updated_at
• last_active_at
• contact_last_login_at
• contact_phone

Skills

• id
• name
• rank
• created_at
• updated_at
• agents
• match_type
• conditions

Companies

• id
• name
• domains
• created_at
• updated_at
• custom_fields
• account_tier

Scenario_Automations

• id
• name
• description
• actions
• private