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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

Name Description
Agents Update, delete, and query from agents table
BusinessHours Query from BusinessHours table
CannedResponses Create, update and query from CannedResponses table
CannedResponsesFolder Query from CannedResponsesFolder table
Companies Create, update, delete, and query from companies table
Contacts Create, update, delete, and query from contacts table
Conversations Delete, and query from conversations table
Groups Create, update, delete, and query from groups table
Mailboxes Create, update, delete, and query from Mailboxes table
Products Query from products table
Roles Query from roles table
Skills Create, update, delete, and query from skills table
SLAPolicies Query, Create and Update SLAPolicies table
Surveys Query from surveys table
TicketFields Query from ticketFields table
Tickets Create, update, delete, and query from tickets table
TimeEntries Create, update, delete, and query from TimeEntries table

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

Note

To query Agents table, All Agent APIs other than the Currently Authenticated Agent API require admin privileges.

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
Name Type ReadOnly Description
Id [KEY] Bigint False ID of the agent.
Available Boolean True Indicates if agent is taking new tickets.
GroupIdsAggregate String False Group IDs associated with the agent.
Occasional Boolean True True if this is an occasional agent.
RoleIdsAggregate String False Role IDs associated with the agent.
Signature String True Signature of the agent in HTML format.
SkillIdsAggregate String True Skill ids associated with the agent.
TicketScope Integer True Ticket permission of the agent (1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access).
AgentActive Boolean True Whether or not the agent has been verified.
AgentEmail String True Email address of the agent.
AgentJobTitle String True Job title of the agent.
AgentLanguage String True Language of the agent.
AgentLastLogin Datetime True Last login date of the agent.
AgentMobile String True Mobile phone number of the agent.
AgentName String True Name of the agent.
AgentPhone String True Telephone number of the agent.
AgentTimeZone String True Time zone of the agent.
AgentCreatedAt Datetime True Created at datetime of the agent.
AgentUpdatedAt Datetime True Updated at datetime of the agent.
CreatedAt Datetime True Agent creation timestamp.
UpdatedAt Datetime True Agent updated timestamp.
AvailableSince Datetime True Timestamp that denotes when the agent became available/unavailable.

BusinessHours

Query from BusinessHours table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False Business hour ID.
Description String True Description of the business hour.
Name String True Name of the business hour.
IsDefault Boolean True True if this is the default business hour.
TimeZone String True Denotes the time zone of the business hour.
business_hours String True Collection of start time and end time of days of a week.
CreatedAt Datetime True Business hour creation timestamp.
UpdatedAt Datetime True Business hour updated timestamp.

CannedResponses

Create, update and query from CannedResponses table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False ID of the canned response.
Content String True Plaintext version of the canned response content.
ContentHTML String False HTML version of the canned response content.
Title String False Title of the canned response.
FolderId Bigint False Id of CannedResponseFolder containing this canned response.
Visibility Int False Denotes the visibility of the canned response. Possible values are: 0- If it is visible to all agents, 1- If it is personal.
CreatedAt Datetime True Canned response creation timestamp.
UpdatedAt Datetime True Canned response updated timestamp.

CannedResponsesFolder

Query from CannedResponsesFolder table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False ID of the canned response folder.
Name String False Name of the canned response folder.
Personal Boolean False Set true if the folder can be accessed only by you.
ResponsesCount Int False Number of canned responses in the folder.
CreatedAt Datetime True Canned response folder creation timestamp.
UpdatedAt Datetime True Canned response folder updated timestamp.

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

Note

To filter all companies created on a specific day (e.g: 2019-09-23), query should be structured as:

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
Name Type ReadOnly Description
AccountTier String False Classification based on how much value the company brings to your business.
CreatedAt Datetime True Company creation timestamp.
Description String False Description of the company.
DomainsAggregate String False Domains associated with the company.
HealthScore String False The strength of your relationship with the company.
Id [KEY] Bigint False ID of the company.
Industry String False The industry the company serves in.
Name String False Name of the company.
Note String False Any notes about the company.
RenewalDate Date False Date when your contract or relationship with the company is due for renewal.
UpdatedAt Datetime True Company updated timestamp.

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

Note

To filter all contacts created on a specific day (e.g: 2019-09-23), query should be structured as:

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
Name Type ReadOnly Description
Active Boolean False True if contact has been verified.
Address String False Address of the contact.
CompanyId Bigint False Id of primary company of the contact.
CreatedAt Datetime True Contact creation timestamp.
Deleted Boolean False True if the contact has been deleted.
Description String False A short description of the contact.
Email String False Email of the contact.
Id [KEY] Bigint False ID of the contact.
JobTitle String False Job title of the contact.
Language String False Language of the contact.
Name String False Name of the contact.
OtherEmailsAggregate String False Additional emails associated with the contact.
Phone String False Telephone number of the contact.
Mobile String False Mobile number of the contact.
TimeZone String False Time zone of the contact.
Tag String False Tag associated with the contact.
UpdatedAt Datetime True Contact updated timestamp.
ViewAllTickets Boolean False True if the contact can see all tickets that are associated with the company to which he belong.
State String False State of the contact.

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

Note

The Conversations table can only be filtered on TicketId.

Delete

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

DELETE FROM Conversations WHERE ID = 786
Columns
Name Type ReadOnly Description
Id [KEY] Bigint False ID of the conversation.
Body String False Content of the conversation in HTML.
BodyText String False Content of the conversation.
FromEmail String False Email address the message was sent from.
Incoming Boolean False True if a particular conversation should appear as being created from outside (i.e., not through web portal)
Private Boolean False True if the note is private
SupportEmail String False Email address from which replies are sent.
Source Integer False Denotes the type of conversation.
TicketId Integer False Ticket ID to which conversation is added.
ToEmailsAggregate String False Email addresses of agents/users who need to be notified about this conversation
UserId Bigint False ID of the agent who added conversation.
CreatedAt Datetime True Conversation creation timestamp.
UpdatedAt Datetime True Conversation updated timestamp.

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

Note

Only users with admin privileges can access this Table.

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
Name Type ReadOnly Description
AgentIdsAggregate String False IDs of the agents in the group.
AutoTicketAssign Integer False Whether automatic ticket assignment is enabled or not, and which type.
BusinessHourId Bigint False Unique ID of the business hour of the group.
CreatedAt Datetime True Group created timestamp.
Description String False Description of the group.
EscalateTo Bigint False ID of user to whom an escalation email is sent.
Id [KEY] Bigint False ID of the group.
Name String False Name of the group.
UnassignedFor String False Time after which escalation email is sent.
UpdatedAt Datetime True Group updated timestamp.

Mailboxes

Create, update, delete, and query from Mailboxes table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False Unique ID of the email mailbox.
AccessType String False Denotes if the mailbox is to be used for incoming, outgoing or both.Takes the values
Active Boolean True True if the mailbox is verified and activated.
Authentication String False Denotes the type of authentication that should be used authenticate the mailbox. It can be plain/login/CRAM-MD5.
CustomMailbox String False Mandatory if the mailbox is of the type custom mailbox. This field contains the incoming and/or outgoing configurations of the mailbox based on what access type is set.
DefaultReplyEmail Boolean False True if the email associated to a product, is the primary email.
DeleteFromServer Boolean False If set to true, Freshdesk is given the permission to delete the email from the mailbox after the ticket is created.
FailureCode String True Denotes the failure message if any in the custom incoming mailbox.
ForwardEmail String True Denotes the email address to which your support emails gets forwarded.
FreshdeskMailbox String True If the mailbox is of the type Freshdesk mailbox this field contains the forward email to which your support emails gets forwarded.
GroupId Bigint False Denotes the group ID to which the email is associated.
Incoming String False Contains the incoming configuration of the custom mailbox.
MailServer String False Denotes the server used by incoming and/or outgoing configurations of the mailbox.
MailboxType String False Denotes if the mailbox uses a Freshdesk mailbox or a custom mailbox setup by the customer. It takes the values
Name String False Name of the email mailbox.
Outgoing String True Contains the outgoing configuration of the custom mailbox.
Password String False Denotes the password that will be used to authenticate the custom mailbox.
Port Int False Denotes the port used by incoming and/or outgoing configurations of the mailbox.
ProductId Int False Denotes the product ID to which the email is associated.
SupportEmail String False Denotes your support email address.
UseSSL Boolean False Denotes if the incoming and/or outgoing configuration should use ssl while authenticating the mailbox.
Username String False username.
CreatedAt Datetime True Mailbox creation timestamp.
UpdatedAt Datetime True Mailbox updated timestamp.

Products

Query from products table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False Product ID.
Description String True Description of the product.
Name String True Name of the product.
CreatedAt Datetime True Product creation timestamp.
UpdatedAt Datetime True Product updated timestamp.

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

Note

Only users with admin privileges can access the following Table. Following is an example of selecting a role:

Columns
Name Type ReadOnly Description
Id [KEY] Bigint False Role ID.
Description String False Description of the role.
Name String False Name of the role.
Default Boolean False Indicates if role is default.
CreatedAt Datetime True Role creation timestamp.
UpdatedAt Datetime True Role updated timestamp.

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
Name Type ReadOnly Description
Id [KEY] Bigint False ID of the skill.
Name String False Name of the skill.
Rank String True Position/Rank of the skill.
Agents String False Agents associated with the skill.
MatchType String True Match type for conditions.
Conditions String False Conditions of the skill.
CreatedAt Datetime True Skills creation timestamp.
UpdatedAt Datetime True Skills updated timestamp.

SLAPolicies

Query, Create and Update SLAPolicies table

Table Specific Information

Note

Only users with admin privileges can access the following Table.

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
Name Type ReadOnly Description
Id [KEY] Bigint False Business hour ID.
active Boolean False True if the SLA policy is active.
Description String False Description of the business hour.
IsDefault Boolean False True if this is the default business hour.
Name String False Name of the business hour.
Position Int False Denotes the order of the SLA policy. If you have configured multiple SLA policies, the first one with matching conditions will be applied to a ticket.
SLATarget String False Key value pair containing the object and the array of object IDs denoting the priorities and the applicable conditions. 'priority_4' - urgent, 'priority_3' - high, 'priority_2' - medium, 'priority_1' - low is mandatory and needs to be passed in the same order.
ApplicableTo String False Key value pair containing the 'company_ids', 'group_ids', 'sources', 'ticket_types', 'product_ids' denoting the conditions based on which the SLA policy is to be applied. One of them is mandatory
Escalation String False Nested collection of key value pairs containing the 'response' and 'resolution' denoting who to escalate to and when. One of them is mandatory
CreatedAt Datetime True Creation timestamp.
UpdatedAt Datetime True Updated timestamp.

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
Name Type ReadOnly Description
Id [KEY] Bigint False Survey ID.
Title String True Title of the survey.
Questions String False Questions associated with the survey.
CreatedAt Datetime True Survey creation timestamp.
UpdatedAt Datetime True Survey updated timestamp.

TicketFields

Query from ticketFields table

Table Specific Information

Note

Users whose credentials (identified by the API key) are used to access the Table should be authorised to either view the ticket fields or create a new ticket.

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
Name Type ReadOnly Description
Id [KEY] Bigint True ID of the ticket field.
Choices String False List of values supported by the field.
CreatedAt Datetime True Ticket field creation timestamp.
CustomersCanEdit Boolean False Set to true if the field can be updated by customers.
Default Boolean True Set to true if the field is not a custom field.
Description String True Description of the ticket field
DisplayedToCustomers Boolean False Set to true if the field is displayed in the customer portal.
Label String False Display name for the field (as seen by agents).
LabelForCustomers String False Display name for the field (as seen in the customer portal).
Name String True Name of the ticket field.
NestedTicketFields String True Applicable only for dependent fields, this contain details of nested fields.
PortalCc Boolean True Applicable only for the requester field. Set to true if customer can add additional requesters to a ticket.
PortalCcTo String True Applicable only if portal_cc is set to true. Value will be 'all' when a customer can add any requester to the CC list and 'company' when a customer can add only company contacts to the CC list.
Position Integer False Position in which the ticket field is displayed in the form.
RequiredForAgents Boolean False Set to true if the field is mandatory for Agents.
RequiredForClosure Boolean False Set to true if the field is mandatory for closing the ticket.
RequiredForCustomers Boolean False Set to true if the field is mandatory in the customer portal.
Type String False For custom ticket fields, type of value associated with the field will be given (Available values are: custom_text, custom_paragraph, custom_checkbox, custom_number, custom_date, custom_decimal, nested_field, custom_dropdown, encrypted_text, secure_text)
UpdatedAt Datetime True Ticket field updated timestamp.

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
Name Type ReadOnly Description
Id [KEY] Integer False Unique ID of the ticket.
AssociationType String False Association type of the ticket.
Archived Boolean False Whether or not the ticket has been archived.
Attachments String False attachments associated with ticket.
CcEmailsAggregate String False Email address added in cc field.
CompanyId Bigint False ID of the company to which ticket belongs.
CreatedAt Datetime False Ticket creation timestamp.
CustomFields String False Key value pairs containing the names and values of custom fields
Deleted Boolean False Whether or not the ticket has been deleted.
Description String False HTML content of the ticket.
DescriptionText String False Text content of the ticket.
DueBy Datetime False Timestamp that denotes when the ticket is due to be resolved.
Email String False Email address of the requester.
EmailConfigId Bigint False ID of the email config used for the ticket.
FacebookId String False Facebook ID of the requester.
FirstResponseDueBy Datetime False Time when first response is due.
FirstReSponseEscalated Boolean False If ticket has been escalated as result of response.
FwdEmailsAggregate String False Email address while forwarding a ticket.
GroupId Bigint False Group ID to which the ticket has been assigned.
IsEscalated Boolean False If ticket has been escalated for some reason.
Name String False Name of the requester.
Phone String False Phone number of the requester.
Priority Integer False Priority of the ticket.
ProductId Bigint False ID of the product associated with the ticket.
ReplyCcEmailsAggregate String False Email address added while replying.
RequesterId Bigint False ID of the requester of the ticket.
ResponderId Bigint False ID of the agent assigned to the ticket.
Source Integer False Channel throught which ticket was created.
Spam Boolean False If ticket has been marked as spam.
Status Integer False Status of the ticket.
Subject String False Subject of the ticket.
TagsAggregate String False Tags associated with ticket.
ToEmailsAggregate String True Email address to which ticket was sent.
Type String False Category/type of the ticket.
UpdatedAt Datetime True Ticket updated timestamp.
AgentRespondedAt Datetime True Timestamp for when agent last responded to the ticket
RequesterRespondedAt Datetime True Timestamp for when Customer last responded to the ticket
FirstRespondedAt Datetime True Timestamp for when agent first responded to the ticket
StatusUpdatedAt Datetime True Timestamp for when status of the ticket was updated
ReopenedAt Datetime True Timestamp for when the ticket was reopened
ResolvedAt Datetime True Timestamp for when the ticket was resolved
ClosedAt Datetime True Timestamp for when the ticket was closed
PendingSince Datetime True Timestamp since the ticket is pending

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
Name Type ReadOnly Description
Id [KEY] Bigint False Unique ID of the time entry.
AgentId Bigint False The ID of the agent to whom this time-entry is associated.
Billable Boolean False Set to true if the time entry is billable.
ExecutedAt Datetime False Time at which this time-entry was added/created.
Note String False Description of the time entry.
StartTime Datetime False The time at which the time-entry is added or the time of the last invoked
TicketId Bigint True The ID of the ticket to which this time entry is associated.
TimeSpent String False The duration in hh:mm format.
TimerRunning Boolean False True if the timer is currently running.
CreatedAt Datetime True Time Entry created timestamp.
UpdatedAt Datetime True Time Entry updated timestamp.

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

Name Description
CustomObjects Retrieve the available Custom Objects in FreshDesk.
TicketActivities Query the TicketActivities view.
TicketProperties Query the TicketProperties view.

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
Name Type Description
Name String Name of the custom object.
Id [KEY] Bigint Id of the custom object.
Fields String Fields of the custom object.
Description String Description of the custom object.

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
Name Type Description
TicketId Bigint Ticket ID of the ticket activity.
PerformerId Bigint Performer ID of the ticket activity.
PerformerType String Performer Type of the ticket activity.
PerformedAt Datetime Performed At of the ticket activity.
Status String Status of the ticket activity.
AgentId Bigint Agent ID of the ticket activity.
Group String Status of the ticket activity.
Priority String Priority of the ticket activity.
RequesterId Bigint Requester ID of the ticket activity.
TicketType String Ticket Type of the ticket activity.
Source String Source of the ticket activity.

TicketProperties

Query the TicketProperties view.

Columns
Name Type Description
TicketId Bigint Ticket ID of the ticket property.
Subject String Subject of the ticket property.
Status String Status of the ticket property.
Priority String Priority of the ticket property.
Source String Source of the ticket property.
Type String Type of the ticket property.
Agent String Agent of the ticket property.
Group String Status of the ticket property.
CreatedTime Datetime Created Time of the ticket property.
ResolvedTime Datetime Resolved Time of the ticket property.
ClosedTime Datetime Closed Time of the ticket property.
TimeTracked String Time Tracked of the ticket property.
AgentInteractions Int Agent Interactions of the ticket property.
CustomerInteractions Int Customer Interactions of the ticket property.
InitialResponseTime Datetime Initial Response Time of the ticket property.
FirstResponseTime String First Response Time of the ticket property.
ResolutionTime String Resolution Time of the ticket property.
ResolutionStatus String Resolution Status of the ticket property.
Product String Product of the ticket property.
Tags String Tags of the ticket property.
DueByTime Datetime Due By Time of the ticket property.
SurveyResult String Survey Result of the ticket property.
Skill String Skill of the ticket property.
LastUpdatedTime Datetime Last Updated Time of the ticket property.
FirstResponseStatus String First Response Status of the ticket property.

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

Name Description
AttachToTicket Create or update a ticket with attachments.

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
Name Type Required Description
Id String False The ID of the ticket. If specified, it is treated as an update. If not, specified, it is treated as an insert.
Email String False The Email of the ticket.
Description String False The Description of the ticket.
Subject String False The Subject of the ticket.
Status String False The Status of the ticket.
Priority String False The Priority of the ticket.
GroupId String False The GroupId of the ticket.
FullPath# String True A comma-separated list of the full file paths of attachments to upload.
FileName# String True A comma-separated list of the file names you would like to give the attachments.
\* String False Other fields of the ticket.

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:

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
Name Type Description
CatalogName String The database name.

sys_schemas

Lists the available schemas.

The following query retrieves all available schemas:

SELECT * FROM sys_schemas
Columns
Name Type Description
CatalogName String The database name.
SchemaName String The schema name.

sys_tables

Lists the available tables.

The following query retrieves the available tables and views:

SELECT * FROM sys_tables
Columns
Name Type Description
CatalogName String The database containing the table or view.
SchemaName String The schema containing the table or view.
TableName String The name of the table or view.
TableType String The table type (table or view).
Description String A description of the table or view.
IsUpdateable Boolean Whether the table can be updated.

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
Name Type Description
CatalogName String The name of the database containing the table or view.
SchemaName String The schema containing the table or view.
TableName String The name of the table or view containing the column.
ColumnName String The column name.
DataTypeName String The data type name.
DataType Int32 An integer indicating the data type. This value is determined at run time based on the environment.
Length Int32 The storage size of the column.
DisplaySize Int32 The designated column's normal maximum width in characters.
NumericPrecision Int32 The maximum number of digits in numeric data. The column length in characters for character and date-time data.
NumericScale Int32 The column scale or number of digits to the right of the decimal point.
IsNullable Boolean Whether the column can contain null.
Description String A brief description of the column.
Ordinal Int32 The sequence number of the column.
IsAutoIncrement String Whether the column value is assigned in fixed increments.
IsGeneratedColumn String Whether the column is generated.
IsHidden Boolean Whether the column is hidden.
IsArray Boolean Whether the column is an array.
IsReadOnly Boolean Whether the column is read-only.
IsKey Boolean Indicates whether a field returned from sys_tablecolumns is the primary key of the table.

sys_procedures

Lists the available stored procedures.

The following query retrieves the available stored procedures:

SELECT * FROM sys_procedures
Columns
Name Type Description
CatalogName String The database containing the stored procedure.
SchemaName String The schema containing the stored procedure.
ProcedureName String The name of the stored procedure.
Description String A description of the stored procedure.
ProcedureType String The type of the procedure, such as PROCEDURE or FUNCTION.

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
Name Type Description
CatalogName String The name of the database containing the stored procedure.
SchemaName String The name of the schema containing the stored procedure.
ProcedureName String The name of the stored procedure containing the parameter.
ColumnName String The name of the stored procedure parameter.
Direction Int32 An integer corresponding to the type of the parameter: input (1), input/output (2), or output(4). input/output type parameters can be both input and output parameters.
DataTypeName String The name of the data type.
DataType Int32 An integer indicating the data type. This value is determined at run time based on the environment.
Length Int32 The number of characters allowed for character data. The number of digits allowed for numeric data.
NumericPrecision Int32 The maximum precision for numeric data. The column length in characters for character and date-time data.
NumericScale Int32 The number of digits to the right of the decimal point in numeric data.
IsNullable Boolean Whether the parameter can contain null.
IsRequired Boolean Whether the parameter is required for execution of the procedure.
IsArray Boolean Whether the parameter is an array.
Description String The description of the parameter.
Ordinal Int32 The index of the parameter.

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
Name Type Description
CatalogName String The name of the database containing the key.
SchemaName String The name of the schema containing the key.
TableName String The name of the table containing the key.
ColumnName String The name of the key column.
IsKey Boolean Whether the column is a primary key in the table referenced in the TableName field.
IsForeignKey Boolean Whether the column is a foreign key referenced in the TableName field.
PrimaryKeyName String The name of the primary key.
ForeignKeyName String The name of the foreign key.
ReferencedCatalogName String The database containing the primary key.
ReferencedSchemaName String The schema containing the primary key.
ReferencedTableName String The table containing the primary key.
ReferencedColumnName String The column name of the primary key.

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
Name Type Description
CatalogName String The name of the database containing the key.
SchemaName String The name of the schema containing the key.
TableName String The name of the table containing the key.
ColumnName String The name of the key column.
PrimaryKeyName String The name of the primary key.
ForeignKeyName String The name of the foreign key.
ReferencedCatalogName String The database containing the primary key.
ReferencedSchemaName String The schema containing the primary key.
ReferencedTableName String The table containing the primary key.
ReferencedColumnName String The column name of the primary key.
ForeignKeyType String Designates whether the foreign key is an import (points to other tables) or export (referenced from other tables) key.

sys_primarykeys

Describes the primary keys.

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

SELECT * FROM sys_primarykeys
Columns
Name Type Description
CatalogName String The name of the database containing the key.
SchemaName String The name of the schema containing the key.
TableName String The name of the table containing the key.
ColumnName String The name of the key column.
KeySeq String The sequence number of the primary key.
KeyName String The name of the primary key.

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
Name Type Description
CatalogName String The name of the database containing the index.
SchemaName String The name of the schema containing the index.
TableName String The name of the table containing the index.
IndexName String The index name.
ColumnName String The name of the column associated with the index.
IsUnique Boolean True if the index is unique. False otherwise.
IsPrimary Boolean True if the index is a primary key. False otherwise.
Type Int16 An integer value corresponding to the index type: statistic (0), clustered (1), hashed (2), or other (3).
SortOrder String The sort order: A for ascending or D for descending.
OrdinalPosition Int16 The sequence number of the column in the index.

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
Name Type Description
Name String The name of the connection property.
ShortDescription String A brief description.
Type String The data type of the connection property.
Default String The default value if one is not explicitly set.
Values String A comma-separated list of possible values. A validation error is thrown if another value is specified.
Value String The value you set or a preconfigured default.
Required Boolean Whether the property is required to connect.
Category String The category of the connection property.
IsSessionProperty String Whether the property is a session property, used to save information about the current connection.
Sensitivity String The sensitivity level of the property. This informs whether the property is obfuscated in logging and authentication forms.
PropertyName String A camel-cased truncated form of the connection property name.
Ordinal Int32 The index of the parameter.
CatOrdinal Int32 The index of the parameter category.
Hierarchy String Shows dependent properties associated that need to be set alongside this one.
Visible Boolean Informs whether the property is visible in the connection UI.
ETC String Various miscellaneous information about the property.

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.

Name Description Possible Values
AGGREGATE_FUNCTIONS Supported aggregation functions. AVG, COUNT, MAX, MIN, SUM, DISTINCT
COUNT Whether COUNT function is supported. YES, NO
IDENTIFIER_QUOTE_OPEN_CHAR The opening character used to escape an identifier. [
IDENTIFIER_QUOTE_CLOSE_CHAR The closing character used to escape an identifier. ]
SUPPORTED_OPERATORS A list of supported SQL operators. =, >, <, >=, <=, <>, !=, LIKE, NOT LIKE, IN, NOT IN, IS NULL, IS NOT NULL, AND, OR
GROUP_BY Whether GROUP BY is supported, and, if so, the degree of support. NO, NO_RELATION, EQUALS_SELECT, SQL_GB_COLLATE
STRING_FUNCTIONS Supported string functions. LENGTH, CHAR, LOCATE, REPLACE, SUBSTRING, RTRIM, LTRIM, RIGHT, LEFT, UCASE, SPACE, SOUNDEX, LCASE, CONCAT, ASCII, REPEAT, OCTET, BIT, POSITION, INSERT, TRIM, UPPER, REGEXP, LOWER, DIFFERENCE, CHARACTER, SUBSTR, STR, REVERSE, PLAN, UUIDTOSTR, TRANSLATE, TRAILING, TO, STUFF, STRTOUUID, STRING, SPLIT, SORTKEY, SIMILAR, REPLICATE, PATINDEX, LPAD, LEN, LEADING, KEY, INSTR, INSERTSTR, HTML, GRAPHICAL, CONVERT, COLLATION, CHARINDEX, BYTE
NUMERIC_FUNCTIONS Supported numeric functions. ABS, ACOS, ASIN, ATAN, ATAN2, CEILING, COS, COT, EXP, FLOOR, LOG, MOD, SIGN, SIN, SQRT, TAN, PI, RAND, DEGREES, LOG10, POWER, RADIANS, ROUND, TRUNCATE
TIMEDATE_FUNCTIONS Supported date/time functions. NOW, CURDATE, DAYOFMONTH, DAYOFWEEK, DAYOFYEAR, MONTH, QUARTER, WEEK, YEAR, CURTIME, HOUR, MINUTE, SECOND, TIMESTAMPADD, TIMESTAMPDIFF, DAYNAME, MONTHNAME, CURRENT_DATE, CURRENT_TIME, CURRENT_TIMESTAMP, EXTRACT
REPLICATION_SKIP_TABLES Indicates tables skipped during replication.
REPLICATION_TIMECHECK_COLUMNS A string array containing a list of columns which will be used to check for (in the given order) to use as a modified column during replication.
IDENTIFIER_PATTERN String value indicating what string is valid for an identifier.
SUPPORT_TRANSACTION Indicates if the provider supports transactions such as commit and rollback. YES, NO
DIALECT Indicates the SQL dialect to use.
KEY_PROPERTIES Indicates the properties which identify the uniform database.
SUPPORTS_MULTIPLE_SCHEMAS Indicates if multiple schemas may exist for the provider. YES, NO
SUPPORTS_MULTIPLE_CATALOGS Indicates if multiple catalogs may exist for the provider. YES, NO
DATASYNCVERSION The Data Sync version needed to access this driver. Standard, Starter, Professional, Enterprise
DATASYNCCATEGORY The Data Sync category of this driver. Source, Destination, Cloud Destination
SUPPORTSENHANCEDSQL Whether enhanced SQL functionality beyond what is offered by the API is supported. TRUE, FALSE
SUPPORTS_BATCH_OPERATIONS Whether batch operations are supported. YES, NO
SQL_CAP All supported SQL capabilities for this driver. SELECT, INSERT, DELETE, UPDATE, TRANSACTIONS, ORDERBY, OAUTH, ASSIGNEDID, LIMIT, LIKE, BULKINSERT, COUNT, BULKDELETE, BULKUPDATE, GROUPBY, HAVING, AGGS, OFFSET, REPLICATE, COUNTDISTINCT, JOINS, DROP, CREATE, DISTINCT, INNERJOINS, SUBQUERIES, ALTER, MULTIPLESCHEMAS, GROUPBYNORELATION, OUTERJOINS, UNIONALL, UNION, UPSERT, GETDELETED, CROSSJOINS, GROUPBYCOLLATE, MULTIPLECATS, FULLOUTERJOIN, MERGE, JSONEXTRACT, BULKUPSERT, SUM, SUBQUERIESFULL, MIN, MAX, JOINSFULL, XMLEXTRACT, AVG, MULTISTATEMENTS, FOREIGNKEYS, CASE, LEFTJOINS, COMMAJOINS, WITH, LITERALS, RENAME, NESTEDTABLES, EXECUTE, BATCH, BASIC, INDEX
PREFERRED_CACHE_OPTIONS A string value specifies the preferred cacheOptions.
ENABLE_EF_ADVANCED_QUERY Indicates if the driver directly supports advanced queries coming from Entity Framework. If not, queries will be handled client side. YES, NO
PSEUDO_COLUMNS A string array indicating the available pseudo columns.
MERGE_ALWAYS If the value is true, The Merge Mode is forcibly executed in Data Sync. TRUE, FALSE
REPLICATION_MIN_DATE_QUERY A select query to return the replicate start datetime.
REPLICATION_MIN_FUNCTION Allows a provider to specify the formula name to use for executing a server side min.
REPLICATION_START_DATE Allows a provider to specify a replicate startdate.
REPLICATION_MAX_DATE_QUERY A select query to return the replicate end datetime.
REPLICATION_MAX_FUNCTION Allows a provider to specify the formula name to use for executing a server side max.
IGNORE_INTERVALS_ON_INITIAL_REPLICATE A list of tables which will skip dividing the replicate into chunks on the initial replicate.
CHECKCACHE_USE_PARENTID Indicates whether the CheckCache statement should be done against the parent key column. TRUE, FALSE
CREATE_SCHEMA_PROCEDURES Indicates stored procedures that can be used for generating schema files.

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
Name Type Description
NAME String A component of SQL syntax, or a capability that can be processed on the server.
VALUE String Detail on the supported SQL or SQL syntax.

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
Name Type Description
Id String The database-generated ID returned from a data modification operation.
Batch String An identifier for the batch. 1 for a single operation.
Operation String The result of the operation in the batch: INSERTED, UPDATED, or DELETED.
Message String SUCCESS or an error message if the update in the batch failed.

sys_information

Describes the available system information.

The following query retrieves all columns:

SELECT * FROM sys_information
Columns
Name Type Description
Product String The name of the product.
Version String The version number of the product.
Datasource String The name of the datasource the product connects to.
NodeId String The unique identifier of the machine where the product is installed.
HelpURL String The URL to the product's help documentation.
License String The license information for the product. (If this information is not available, the field may be left blank or marked as 'N/A'.)
Location String The file path location where the product's library is stored.
Environment String The version of the environment or rumtine the product is currently running under.
DataSyncVersion String The tier of Sync required to use this connector.
DataSyncCategory String The category of Sync functionality (e.g., Source, Destination).

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

Property Description
Domain Domain is used for accessing your Freshdesk account.
APIKey The API key used for accessing your Freshdesk account.

SSL

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

Schema

Property Description
Location A path to the directory that contains the schema files defining tables, views, and stored procedures.
BrowsableSchemas This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA, SchemaB, SchemaC.
Tables This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA, TableB, TableC.
Views Restricts the views reported to a subset of the available tables. For example, Views=ViewA, ViewB, ViewC.

Miscellaneous

Property Description
FetchTicketsUpdatedSince Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.
IgnoreSurplusResults Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.
IncludeCustomObjects Whether to include custom objects or not.
MaxRows 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.
PseudoColumns This property indicates whether or not to include pseudo columns as columns to the table.
RowScanDepth Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL Use TicketPropertiesURL to query ticket properties.
TicketStats Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout The value in seconds until the timeout error is thrown, canceling the operation.
TypeDetectionScheme Determines how to determine the data type of columns.
UserDefinedViews A filepath pointing to the JSON configuration file containing your custom views.

Authentication

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

Property Description
Domain Domain is used for accessing your Freshdesk account.
APIKey The API key used for accessing your Freshdesk account.

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.

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

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:

Description Example
A full PEM Certificate (example shortened for brevity) -----BEGIN CERTIFICATE----- MIIChTCCAe4CAQAwDQYJKoZIhv......Qw== -----END CERTIFICATE-----
A path to a local file containing the certificate C:\\cert.cer
The public key (example shortened for brevity) -----BEGIN RSA PUBLIC KEY----- MIGfMA0GCSq......AQAB -----END RSA PUBLIC KEY-----
The MD5 Thumbprint (hex values can also be either space or colon separated) ecadbdda5a1529c58a1e9e09828d70e4
The SHA1 Thumbprint (hex values can also be either space or colon separated) 34a929226ae0819f2ec14b4a3d904f801cbb150d

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.

Property Description
Location A path to the directory that contains the schema files defining tables, views, and stored procedures.
BrowsableSchemas This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA, SchemaB, SchemaC.
Tables This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA, TableB, TableC.
Views Restricts the views reported to a subset of the available tables. For example, Views=ViewA, ViewB, ViewC.

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:

Platform %APPDATA%
Windows The value of the APPDATA environment variable
Mac ~/Library/Application Support
Linux ~/.config

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.

Property Description
FetchTicketsUpdatedSince Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.
IgnoreSurplusResults Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.
IncludeCustomObjects Whether to include custom objects or not.
MaxRows 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.
PseudoColumns This property indicates whether or not to include pseudo columns as columns to the table.
RowScanDepth Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL Use TicketPropertiesURL to query ticket properties.
TicketStats Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout The value in seconds until the timeout error is thrown, canceling the operation.
TypeDetectionScheme Determines how to determine the data type of columns.
UserDefinedViews A filepath pointing to the JSON configuration file containing your custom views.

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
Property Description
DefaultColumnSize Sets the default length of string fields when the data source does not provide column length in the metadata. The default value is 2000.
ConvertDateTimeToGMT Determines whether to convert date-time values to GMT, instead of the local time of the machine.
RecordToFile=filename Records the underlying socket data transfer to the specified file.

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
Property Description
None Setting TypeDetectionScheme to None will return all columns as the string type.
RowScan Setting TypeDetectionScheme to RowScan will scan rows to heuristically determine the data type. The RowScanDepth determines the number of rows to be scanned.

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.