Freshdesk Connection Details¶

Introduction¶

Connector Version

This documentation is based on version 23.0.8895 of the connector.

Get Started¶

Freshdesk Version Support

The connector leverages the Freshdesk API to enable bidirectional access to Freshdesk.

Establish a Connection¶

Connect to Freshdesk¶

Freshdesk makes use of basic authentication. To connect to data, set the following connection properties:

• Domain: Set this to the domain associated with your Freshdesk account. For example, in your URL, https://{domainValue}.freshdesk.com, thus the connection string should be:

  Domain=domainValue

• APIKey: Set this to the API key associated with your Freshdesk account. To retrieve your API key, log in to your support Portal. Click the profile picture in the upper-right corner and select the profile settings page. The API key is available below the change password section to the right.

Important Notes¶

Configuration Files and Their Paths¶

• All references to adding configuration files and their paths refer to files and locations on the Harmony Agent where the connector is installed. These paths are to be adjusted as appropriate depending on the agent and the operating system. If multiple agents are used in an agent group, identical files will be required on each agent.

Advanced Features¶

This section details a selection of advanced features of the Freshdesk connector.

User Defined Views

The connector allows you to define virtual tables, called user defined views, whose contents are decided by a pre-configured query. These views are useful when you cannot directly control queries being issued to the drivers. See User Defined Views for an overview of creating and configuring custom views.

SSL Configuration

Use SSL Configuration to adjust how connector handles TLS/SSL certificate negotiations. You can choose from various certificate formats; see the SSLServerCert property under "Connection String Options" for more information.

Proxy

To configure the connector using private agent proxy settings, select the Use Proxy Settings checkbox on the connection configuration screen.

Query Processing

The connector offloads as much of the SELECT statement processing as possible to Freshdesk and then processes the rest of the query in memory (client-side).

See Query Processing for more information.

User Defined Views¶

The Freshdesk connector allows you to define a virtual table whose contents are decided by a pre-configured query. These are called User Defined Views, which are useful in situations where you cannot directly control the query being issued to the driver, e.g. when using the driver from Jitterbit. The User Defined Views can be used to define predicates that are always applied. If you specify additional predicates in the query to the view, they are combined with the query already defined as part of the view.

There are two ways to create user defined views:

• Create a JSON-formatted configuration file defining the views you want.
• DDL statements.

Define Views Using a Configuration File¶

User Defined Views are defined in a JSON-formatted configuration file called UserDefinedViews.json. The connector automatically detects the views specified in this file.

You can also have multiple view definitions and control them using the UserDefinedViews connection property. When you use this property, only the specified views are seen by the connector.

This User Defined View configuration file is formatted as follows:

• Each root element defines the name of a view.
• Each root element contains a child element, called query, which contains the custom SQL query for the view.

For example:

{
    "MyView": {
        "query": "SELECT * FROM Tickets WHERE MyColumn = 'value'"
    },
    "MyView2": {
        "query": "SELECT * FROM MyTable WHERE Id IN (1,2,3)"
    }
}

Use the UserDefinedViews connection property to specify the location of your JSON configuration file. For example:

"UserDefinedViews", "C:\Users\yourusername\Desktop\tmp\UserDefinedViews.json"

Define Views Using DDL Statements¶

The connector is also capable of creating and altering the schema via DDL Statements such as CREATE LOCAL VIEW, ALTER LOCAL VIEW, and DROP LOCAL VIEW.

Create a View¶

To create a new view using DDL statements, provide the view name and query as follows:

CREATE LOCAL VIEW [MyViewName] AS SELECT * FROM Customers LIMIT 20;

If no JSON file exists, the above code creates one. The view is then created in the JSON configuration file and is now discoverable. The JSON file location is specified by the UserDefinedViews connection property.

Alter a View¶

To alter an existing view, provide the name of an existing view alongside the new query you would like to use instead:

ALTER LOCAL VIEW [MyViewName] AS SELECT * FROM Customers WHERE TimeModified > '3/1/2020';

The view is then updated in the JSON configuration file.

Drop a View¶

To drop an existing view, provide the name of an existing schema alongside the new query you would like to use instead.

DROP LOCAL VIEW [MyViewName]

This removes the view from the JSON configuration file. It can no longer be queried.

Schema for User Defined Views¶

User Defined Views are exposed in the UserViews schema by default. This is done to avoid the view's name clashing with an actual entity in the data model. You can change the name of the schema used for UserViews by setting the UserViewsSchemaName property.

Work with User Defined Views¶

For example, a SQL statement with a User Defined View called UserViews.RCustomers only lists customers in Raleigh:

SELECT * FROM Customers WHERE City = 'Raleigh';

An example of a query to the driver:

SELECT * FROM UserViews.RCustomers WHERE Status = 'Active';

Resulting in the effective query to the source:

SELECT * FROM Customers WHERE City = 'Raleigh' AND Status = 'Active';

That is a very simple example of a query to a User Defined View that is effectively a combination of the view query and the view definition. It is possible to compose these queries in much more complex patterns. All SQL operations are allowed in both queries and are combined when appropriate.

SSL Configuration¶

Customize the SSL Configuration¶

By default, the connector attempts to negotiate SSL/TLS by checking the server's certificate against the system's trusted certificate store.

To specify another certificate, see the SSLServerCert property for the available formats to do so.

Data Model¶

Overview

This section shows the available API objects and provides more information on executing SQL to Freshdesk APIs.

Key Features

• The connector models Freshdesk entities as relational tables, allowing you to write SQL to query Freshdesk data.
• Live connectivity to these objects means any changes to your Freshdesk account are immediately reflected when using the connector.

Tables

Tables describes the available tables. Tables are statically defined to model Tickets, Conversations, Agents, and more.

Tables¶

The connector models the data in Freshdesk as a list of tables in a relational database that can be queried using standard SQL statements.

Freshdesk Connector Tables¶

Agents¶

Update, delete, and query from agents table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Agents WHERE ID = 100

Update¶

Following is an example of how to update an agent:

UPDATE Agents SET GroupIdsAggregate = '111' WHERE ID = 100

Delete¶

Following is an example of how to delete an agent:

DELETE FROM Agents WHERE ID = 100

Columns¶

BusinessHours¶

Query from BusinessHours table

Table Specific Information¶

Select¶

Following is an example to select all entries from BusinessHours table:

SELECT * FROM BusinessHours

You can also select a specific entry from BusinessHours table:

SELECT * FROM BusinessHours WHERE ID = 100

Columns¶

CannedResponses¶

Create, update and query from CannedResponses table

Table Specific Information¶

Select¶

To query the CannedResponses table, FolderId should be mentioned in the WHERE clause. For example:

SELECT * FROM CannedResponses WHERE FolderId = 100

Insert¶

FolderId, Visibility, Title and ContentHTML are mandatory columns for Inserting into CannedResponses tables. For example:

INSERT INTO CannedResponses (Title, ContentHTML, Visibility, FolderId) VALUES (Sample response, 'this is also a new sample response', 0, 100)

Update¶

Following is an example to update a row in CannedResponses table:

UPDATE CannedResponses SET Title = 'Updated title' WHERE ID = 100

Columns¶

CannedResponsesFolder¶

Query from CannedResponsesFolder table

Table Specific Information¶

Select¶

Following is an example to select all entries from CannedResponsesFolder table:

SELECT * FROM CannedResponsesFolder

You can also select a specific entry from CannedResponsesFolder table:

SELECT * FROM CannedResponsesFolder WHERE ID = 100

Insert¶

Name is a mandatory columns for Inserting into CannedResponsesFolder table.

INSERT INTO CannedResponsesFolder (Name) VALUES (directoryA)

Update¶

Following is an example to update CannedResponsesFolder:

UPDATE CannedResponsesFolder SET Name = 'updated name' WHERE ID = 100

Columns¶

Companies¶

Create, update, delete, and query from companies table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Companies WHERE CreatedAt >= '2017-10-01' AND CreatedAt <= '2017-10-07'

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

• Id
• DomainAggregate
• CreatedAt
• UpdatedAt

WHERE CreatedAt >= '2019-09-22' AND CreatedAt <= '2019-09-24'

Insert¶

Name is mandatory for creating a new company. Following is an example of creating a new company:

INSERT INTO Companies (Name, Description) VALUES ('Example', 'Example description of new company')

Update¶

Following is an example of how to update a company:

UPDATE Companies SET Description = 'New description' WHERE ID = 786

Delete¶

Following is an example of how to delete from Companies table:

DELETE FROM Companies WHERE ID = 786

Columns¶

Contacts¶

Create, update, delete, and query from contacts table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Contacts WHERE Active = false AND (Email = 'example@cdata.com' OR CompanyId = 1)

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

• Id
• Active
• CompanyId
• Email
• Language
• Tag
• TimeZone
• CreatedAt
• UpdatedAt

WHERE CreatedAt >= '2019-09-22' AND CreatedAt <= '2019-09-24'

Insert¶

Name and Email are mandatory for creating a new contact. Following is an example of creating a new contact:

INSERT INTO Contacts (Name, Email, Language) VALUES ('Example', 'example@cdata.com', 'English')

Update¶

Following is an example of how to update a contact:

UPDATE Contacts SET Active = true WHERE ID = 786

Delete¶

Following is an example of how to delete from Contacts table:

DELETE FROM Contacts WHERE ID = 786

Columns¶

Conversations¶

Delete, and query from conversations table

Table Specific Information¶

Select¶

To query the Conversations table, TicketId should be mentioned in the WHERE clause. For example:

SELECT * FROM Conversations WHERE TicketId = 100

Delete¶

Following is an example of how to delete from the Conversations table:

DELETE FROM Conversations WHERE ID = 786

Columns¶

Groups¶

Create, update, delete, and query from groups table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Groups WHERE ID = 100

Insert¶

Name is a mandatory column for inserting into Groups table. For example:

INSERT INTO Groups (Name, Description, AutoTicketAssign) VALUES ('Example', 'Example Description...', false)

Update¶

Following is an example of how to update a group:

UPDATE Groups SET Description = 'New description...' WHERE ID = 100

Delete¶

Following is an example of how to delete from Groups table:

DELETE FROM Groups WHERE ID = 786

Columns¶

Mailboxes¶

Create, update, delete, and query from Mailboxes table

Table Specific Information¶

Select¶

Following is an example to select all entries from Mailboxes table:

SELECT * FROM Mailboxes

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The filters listed can also be combined using AND OR. The following columns can be used:

• Id
• SupportEmail
• ForwardEmail
• ProductId
• GroupId
• Active

Insert¶

SupportEmail and MailboxType are mandatory to Insert into Mailboxes table. For instance:

INSERT INTO Mailboxes (SupportEmail, Name, MailboxType) VALUES ('testemail@gmail.com', 'Test', 'freshdesk_mailbox')

Update¶

Following is an example of how to update Mailboxes table:

UPDATE Mailboxes SET Name = 'Test mailbox' WHERE ID = 786

Delete¶

Following is an example of how to delete from the Mailboxes table:

DELETE FROM Mailboxes WHERE ID = 786

Columns¶

Products¶

Query from products table

Table Specific Information¶

Select¶

Following is an example to select all entries from Products table:

SELECT * FROM Products

You can also select a specific entry from Products table:

SELECT * FROM Products WHERE ID = 100

Columns¶

Roles¶

Query from roles table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Roles WHERE ID = 100

Columns¶

Skills¶

Create, update, delete, and query from skills table

Table Specific Information¶

Select¶

Following is an example to select all entries from Skills table:

SELECT * FROM Skills

You can also select a specific entry from Skills table:

SELECT * FROM Skills WHERE ID = 73000001322

Insert¶

Name is mandatory for creating a new skill. Following is an example of creating a new skill:

INSERT INTO Skills (Name) VALUES ('Example')

Update¶

Following is an example of how to update a skill:

UPDATE Skills SET Name = 'New name' WHERE ID = 73000001322

Delete¶

Following is an example of how to delete from Skills table:

DELETE FROM Skills WHERE ID = 73000001322

Columns¶

SLAPolicies¶

Query, Create and Update SLAPolicies table

Table Specific Information¶

Select¶

Following is an example to select all entries from SLAPolicies table:

SELECT * FROM SLAPolicies

You can also select a specific entry from SLAPolicies table:

SELECT * FROM SLAPolicies WHERE ID = 100

Columns¶

Surveys¶

Query from surveys table

Table Specific Information¶

Select¶

Following is an example to select all entries from Surveys table:

SELECT * FROM Surveys

You can also select a specific entry from Surveys table:

SELECT * FROM Surveys WHERE ID = 73000092562

Columns¶

TicketFields¶

Query from ticketFields table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support client side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed server side within the connector. For example, the following query is processed server side:

SELECT * FROM TicketFields WHERE Type = 'default_requester'

The Freshdesk API allows only the following column(s) to be used as filter criteria in the WHERE clause:

• Type

Insert¶

Label, LabelForCustomers and Type are mandatory columns for Inserting into TicketFields table.

INSERT INTO TicketFields (Label, LabelForCustomers, Type) VALUES ('labelA', 'labelA', custom_text)

Update¶

Following is an example to update TicketFields:

UPDATE TicketFields SET Label = 'updated label' WHERE ID = 100

Delete¶

Following is an example to delete a TicketFields:

DELETE FROM TicketFields WHERE ID = 100

Columns¶

Tickets¶

Create, update, delete, and query from tickets table

Table Specific Information¶

Select¶

The connector will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the connector. For example, the following query is processed server side:

SELECT * FROM Tickets WHERE Status = 2 AND (Priority = 1 OR Type = 'Other')

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

• Id
• AgentId
• GroupId
• Priority
• Status
• Tag
• Type
• DueBy
• FirstResponseDueBy
• CreatedAt
• UpdatedAt

Insert¶

Email, Subject, Description, GroupId, Status and Priority are mandatory columns for Inserting/Creating a new ticket.

Every ticket uses fixed numerical values to denote its Status and Priority. Numerical values are given as:

Status:

• Open = 2
• Pending = 3
• Resolved = 4
• Closed = 5

Priority:

• Low = 1
• Medium = 2
• High = 3
• Urgent = 4

A new ticket can be inserted as following:

INSERT INTO Tickets (Description, Subject, Email,  GroupId, Status, Priority) VALUES ('Details about the issue...', 'New support needed...', 'example@cdata.com', 12345, 3, 2)

Update¶

Following is an example to update a ticket:

UPDATE Tickets SET Priority = 1 WHERE ID = 100

Delete¶

Following is an example to delete a ticket:

DELETE FROM Tickets WHERE ID = 100

Columns¶

TimeEntries¶

Create, update, delete, and query from TimeEntries table

Table Specific Information¶

Select¶

Following is an example to select all entries from TimeEntries table:

SELECT * FROM TimeEntries

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

• AgentId
• Billable
• ExecutedAt

Insert¶

TicketId is mandatory to INSERT into the TimeEntries table. For instance:

INSERT INTO TimeEntries (TicketId, Note, AgentId) VALUES ('255', 'Invoice Information', '122')

Note:

• The TicketId is required field to INSERT into TimeEntries table.
• Default value for Billable is true.
• If the TimeSpent attribute and the TimerRunning attribute are not specified, then the TimerRunning attribute will automatically be set to 'true'.
• If the StartTime is specified and the TimerRunning attribute is not specified, then the TimerRunning attribute will automatically be set to 'true'.
• The StartTime cannot be greater than the current time.
• The StartTime cannot be given in the query if the TimerRunning attribute is set to 'false'

Update¶

Following is an example of how to update TimeEntries table:

UPDATE TimeEntries SET Billable = 'true' WHERE ID = 786

Note:

• The StartTime cannot be updated if the timer is already running.
• The StartTime cannot be be updated unless the timer_running attribute is updated from 'true' to 'false'.
• The StartTime cannot be greater than the current time.
• The TimerRunning attribute cannot be set to the same value as before.
• The AgentId cannot be updated if the timer is already running.

Delete¶

Following is an example of how to delete from the TimeEntries table:

DELETE FROM TimeEntries WHERE ID = 786

Columns¶

Views¶

Views are similar to tables in the way that data is represented; however, views are read-only.

Queries can be executed against a view as if it were a normal table.

Freshdesk Connector Views¶

CustomObjects¶

Retrieve the available Custom Objects in FreshDesk.

Table Specific Information¶

Select¶

Following is an example to select all entries from the CustomObjects table:

SELECT * FROM CustomObjects

You can also select a specific entry from the CustomObjects table:

SELECT * FROM CustomObjects WHERE ID = 11704

Columns¶

TicketActivities¶

Query the TicketActivities view.

Table Specific Information¶

Select¶

Following is an example to select all entries from the TicketActivities table:

SELECT * FROM TicketActivities

Columns¶

TicketProperties¶

Query the TicketProperties view.

Columns¶

Stored Procedures¶

Stored procedures are function-like interfaces that extend the functionality of the connector beyond simple SELECT/INSERT/UPDATE/DELETE operations with Freshdesk.

Stored procedures accept a list of parameters, perform their intended function, and then return any relevant response data from Freshdesk, along with an indication of whether the procedure succeeded or failed.

Freshdesk Connector Stored Procedures¶

AttachToTicket¶

Create or update a ticket with attachments.

To edit an existing ticket, supply a value for the ID column:

EXEC AttachToTicket ID = 100000 FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

You can also supply ticket fields to update the ticket alongside adding attachments:

EXEC AttachToTicket ID = 100000, Status = 3, FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

If you do not include a value for the ID column, the connector creates a new ticket with the provided values. At a minimum, you must provide an Email, Description, Subject, Status, and Priority. Other fields may be required for ticket creation based on the ticket rules set up on your Freshdesk account.

EXEC AttachToTicket Email = 'test@company.com', Description = 'Sample Description', GroupId = 2222222222222, Status = 3, Subject = 'Testing', Priority = 3, FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

Input¶

System Tables¶

You can query the system tables described in this section to access schema information, information on data source functionality, and batch operation statistics.

Schema Tables¶

The following tables return database metadata for Freshdesk:

• sys_catalogs: Lists the available databases.
• sys_schemas: Lists the available schemas.
• sys_tables: Lists the available tables and views.
• sys_tablecolumns: Describes the columns of the available tables and views.
• sys_procedures: Describes the available stored procedures.
• sys_procedureparameters: Describes stored procedure parameters.
• sys_keycolumns: Describes the primary and foreign keys.
• sys_indexes: Describes the available indexes.

Data Source Tables¶

The following tables return information about how to connect to and query the data source:

• sys_connection_props: Returns information on the available connection properties.
• sys_sqlinfo: Describes the SELECT queries that the connector can offload to the data source.

Query Information Tables¶

The following table returns query statistics for data modification queries:

• sys_identity: Returns information about batch operations or single updates.

sys_catalogs¶

Lists the available databases.

The following query retrieves all databases determined by the connection string:

SELECT * FROM sys_catalogs

Columns¶

sys_schemas¶

Lists the available schemas.

The following query retrieves all available schemas:

SELECT * FROM sys_schemas

Columns¶

sys_tables¶

Lists the available tables.

The following query retrieves the available tables and views:

SELECT * FROM sys_tables

Columns¶

sys_tablecolumns¶

Describes the columns of the available tables and views.

The following query returns the columns and data types for the Tickets table:

SELECT ColumnName, DataTypeName FROM sys_tablecolumns WHERE TableName='Tickets'

Columns¶

sys_procedures¶

Lists the available stored procedures.

The following query retrieves the available stored procedures:

SELECT * FROM sys_procedures

Columns¶

sys_procedureparameters¶

Describes stored procedure parameters.

The following query returns information about all of the input parameters for the SampleProcedure stored procedure:

SELECT * FROM sys_procedureparameters WHERE ProcedureName='SampleProcedure' AND Direction=1 OR Direction=2

Columns¶

sys_keycolumns¶

Describes the primary and foreign keys.

The following query retrieves the primary key for the Tickets table:

SELECT * FROM sys_keycolumns WHERE IsKey='True' AND TableName='Tickets'

Columns¶

sys_foreignkeys¶

Describes the foreign keys.

The following query retrieves all foreign keys which refer to other tables:

SELECT * FROM sys_foreignkeys WHERE ForeignKeyType = 'FOREIGNKEY_TYPE_IMPORT'

Columns¶

sys_primarykeys¶

Describes the primary keys.

The following query retrieves the primary keys from all tables and views:

SELECT * FROM sys_primarykeys

Columns¶

sys_indexes¶

Describes the available indexes. By filtering on indexes, you can write more selective queries with faster query response times.

The following query retrieves all indexes that are not primary keys:

SELECT * FROM sys_indexes WHERE IsPrimary='false'

Columns¶

sys_connection_props¶

Returns information on the available connection properties and those set in the connection string.

When querying this table, the config connection string should be used:

jdbc:cdata:freshdesk:config:

This connection string enables you to query this table without a valid connection.

The following query retrieves all connection properties that have been set in the connection string or set through a default value:

SELECT * FROM sys_connection_props WHERE Value <> ''

Columns¶

sys_sqlinfo¶

Describes the SELECT query processing that the connector can offload to the data source.

Discovering the Data Source's SELECT Capabilities¶

Below is an example data set of SQL capabilities. Some aspects of SELECT functionality are returned in a comma-separated list if supported; otherwise, the column contains NO.

The following query retrieves the operators that can be used in the WHERE clause:

SELECT * FROM sys_sqlinfo WHERE Name = 'SUPPORTED_OPERATORS'

Note that individual tables may have different limitations or requirements on the WHERE clause; refer to the Data Model section for more information.

Columns¶

sys_identity¶

Returns information about attempted modifications.

The following query retrieves the Ids of the modified rows in a batch operation:

SELECT * FROM sys_identity

Columns¶

sys_information¶

Describes the available system information.

The following query retrieves all columns:

SELECT * FROM sys_information

Columns¶

Advanced Configurations Properties¶

The advanced configurations properties are the various options that can be used to establish a connection. This section provides a complete list of the options you can configure. Click the links for further details.

Authentication

SSL

Schema

Miscellaneous

Authentication¶

This section provides a complete list of authentication properties you can configure.

Domain¶

Domain is used for accessing your Freshdesk account.

Data Type¶

string

Default Value¶

""

Remarks¶

Domain is used for accessing your Freshdesk account. For example, in your URL: https://****.freshdesk.com, thus connection string should be:

Domain=domainValue

APIKey¶

The API key used for accessing your Freshdesk account.

Data Type¶

string

Default Value¶

""

Remarks¶

The API key used for accessing your Freshdesk account. The API key can be found in Freshdesk by going to Profile Settings -> API Key.

SSL¶

This section provides a complete list of SSL properties you can configure.

SSLServerCert¶

The certificate to be accepted from the server when connecting using TLS/SSL.

Data Type¶

string

Default Value¶

""

Remarks¶

If using a TLS/SSL connection, this property can be used to specify the TLS/SSL certificate to be accepted from the server. Any other certificate that is not trusted by the machine is rejected.

This property can take the following forms:

If not specified, any certificate trusted by the machine is accepted.

Certificates are validated as trusted by the machine based on the System's trust store. The trust store used is the 'javax.net.ssl.trustStore' value specified for the system. If no value is specified for this property, Java's default trust store is used (for example, JAVA_HOME\lib\security\cacerts).

Use '*' to signify to accept all certificates. Note that this is not recommended due to security concerns.

Schema¶

This section provides a complete list of schema properties you can configure.

Location¶

A path to the directory that contains the schema files defining tables, views, and stored procedures.

Data Type¶

string

Default Value¶

%APPDATA%\FreshDesk Data Provider\Schema

Remarks¶

The path to a directory which contains the schema files for the connector (.rsd files for tables and views, .rsb files for stored procedures). The folder location can be a relative path from the location of the executable. The Location property is only needed if you want to customize definitions (for example, change a column name, ignore a column, and so on) or extend the data model with new tables, views, or stored procedures.

If left unspecified, the default location is "%APPDATA%\FreshDesk Data Provider\Schema" with %APPDATA% being set to the user's configuration directory:

BrowsableSchemas¶

This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.

Data Type¶

string

Default Value¶

""

Remarks¶

Listing the schemas from databases can be expensive. Providing a list of schemas in the connection string improves the performance.

Tables¶

This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA,TableB,TableC.

Data Type¶

string

Default Value¶

""

Remarks¶

Listing the tables from some databases can be expensive. Providing a list of tables in the connection string improves the performance of the connector.

This property can also be used as an alternative to automatically listing views if you already know which ones you want to work with and there would otherwise be too many to work with.

Specify the tables you want in a comma-separated list. Each table should be a valid SQL identifier with any special characters escaped using square brackets, double-quotes or backticks. For example, Tables=TableA,[TableB/WithSlash],WithCatalog.WithSchema.`TableC With Space`.

Note that when connecting to a data source with multiple schemas or catalogs, you will need to provide the fully qualified name of the table in this property, as in the last example here, to avoid ambiguity between tables that exist in multiple catalogs or schemas.

Views¶

Restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC.

Data Type¶

string

Default Value¶

""

Remarks¶

Listing the views from some databases can be expensive. Providing a list of views in the connection string improves the performance of the connector.

This property can also be used as an alternative to automatically listing views if you already know which ones you want to work with and there would otherwise be too many to work with.

Specify the views you want in a comma-separated list. Each view should be a valid SQL identifier with any special characters escaped using square brackets, double-quotes or backticks. For example, Views=ViewA,[ViewB/WithSlash],WithCatalog.WithSchema.`ViewC With Space`.

Note that when connecting to a data source with multiple schemas or catalogs, you will need to provide the fully qualified name of the table in this property, as in the last example here, to avoid ambiguity between tables that exist in multiple catalogs or schemas.

Miscellaneous¶

This section provides a complete list of miscellaneous properties you can configure.

FetchTicketsUpdatedSince¶

Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.

Data Type¶

string

Default Value¶

""

Remarks¶

When TicketStats = true, all requests (including filtering request) would be sent to the 'List all' endpoint. The 'List all' endpoint only retrieves the tickets created in the last 30 days, unless FetchTicketsUpdatedSince is set to a specifed date. Set FetchTicketsUpdatedSince to a specified date to retrieve tickets created past the last 30 days. (Example: FetchTicketsUpdatedSince=2022-01-01 or FetchTicketsUpdatedSince=2022-01-01T00:00:00Z)

IgnoreSurplusResults¶

Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.

Data Type¶

bool

Default Value¶

false

Remarks¶

By default, FreshDesk API only returns upto 300 results matching a specific filter. Paging mechanism of the driver uses CreatedAt attribute as a filter, thus more than 300 results with same CreateAt value will cause paging to fail. IgnoreSurplusResults will cause these surplus results to be ignored without causing an exception and keep retrieving results.

IncludeCustomObjects¶

Whether to include custom objects or not.

Data Type¶

bool

Default Value¶

false

Remarks¶

If set to TRUE, the custom objects are retrieved. Note: You must have the Custom Objects feature enabled to use this property.

MaxRows¶

Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.

Data Type¶

int

Default Value¶

-1

Remarks¶

Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.

Other¶

These hidden properties are used only in specific use cases.

Data Type¶

string

Default Value¶

""

Remarks¶

The properties listed below are available for specific use cases. Normal driver use cases and functionality should not require these properties.

Specify multiple properties in a semicolon-separated list.

Integration and Formatting¶

PseudoColumns¶

This property indicates whether or not to include pseudo columns as columns to the table.

Data Type¶

string

Default Value¶

""

Remarks¶

This setting is particularly helpful in Entity Framework, which does not allow you to set a value for a pseudo column unless it is a table column. The value of this connection setting is of the format "Table1=Column1, Table1=Column2, Table2=Column3". You can use the "*" character to include all tables and all columns; for example, "*=*".

RowScanDepth¶

Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.

Data Type¶

string

Default Value¶

30

Remarks¶

Determines the number of rows used to determine the column data types.

Setting a high value may decrease performance. Setting a low value may prevent the data type from being determined properly, especially when there is null data.

TicketPropertiesURL¶

Use TicketPropertiesURL to query ticket properties.

Data Type¶

string

Default Value¶

""

Remarks¶

Set TicketPropertiesURL to the API URL that is found on the Schedule page of the created Scheduled Export. To find this, go to Reports/Schedule an export/Click on the name of the Schedule and the URL is under the Receive via API section.

TicketStats¶

Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.

Data Type¶

bool

Default Value¶

false

Remarks¶

When TicketStats = true, all requests (including filtering request) would be sent to the 'List all' endpoint. This would slightly affect the performance by handling filtering client-side, but would retrieve stats attributes of each ticket. 'List all' endpoint only retrieves the tickets created in the last 30 days.

Timeout¶

The value in seconds until the timeout error is thrown, canceling the operation.

Data Type¶

int

Default Value¶

60

Remarks¶

If Timeout = 0, operations do not time out. The operations run until they complete successfully or until they encounter an error condition.

If Timeout expires and the operation is not yet complete, the connector throws an exception.

TypeDetectionScheme¶

Determines how to determine the data type of columns.

Possible Values¶

None, RowScan

Data Type¶

string

Default Value¶

RowScan

Remarks¶

UserDefinedViews¶

A filepath pointing to the JSON configuration file containing your custom views.

Data Type¶

string

Default Value¶

""

Remarks¶

User Defined Views are defined in a JSON-formatted configuration file called UserDefinedViews.json. The connector automatically detects the views specified in this file.

You can also have multiple view definitions and control them using the UserDefinedViews connection property. When you use this property, only the specified views are seen by the connector.

This User Defined View configuration file is formatted as follows:

• Each root element defines the name of a view.
• Each root element contains a child element, called query, which contains the custom SQL query for the view.

For example:

{
    "MyView": {
        "query": "SELECT * FROM Tickets WHERE MyColumn = 'value'"
    },
    "MyView2": {
        "query": "SELECT * FROM MyTable WHERE Id IN (1,2,3)"
    }
}

Use the UserDefinedViews connection property to specify the location of your JSON configuration file. For example:

"UserDefinedViews", C:\Users\yourusername\Desktop\tmp\UserDefinedViews.json

Note that the specified path is not embedded in quotation marks.