Freshdesk

Freshdesk is a cloud-based customer service platform that helps businesses manages customer support via multiple channels including email,phone,websites, and social media.

omniload supports Freshdesk as a source.

URI format

The URI format for Freshdesk is:

freshdesk://<domain>?api_key=<api_key>

URI parameters:

• api_key : The API token used for authentication with Freshdesk.

• domain: The domain of your Freshdesk account, found in your account URL. For example, if your account URL is https://my_company.freshdesk.com/, then my_company is your domain.

The URI is used to connect to the Freshdesk API for extracting data.

Setting up a Freshdesk integration

Freshdesk requires a few steps to set up an integration, please follow dltHub setup guide.

After completing the guide, you will have your api_key and domain. For example, if your api_key is test_key and domain my_company, you can use the following command to copy data from Freshdesk into a DuckDB database:

omniload ingest --source-uri 'freshdesk://$DOMAIN?api_key=$API_KEY' --source-table 'contacts' --dest-uri duckdb:///freshdesk.duckdb --dest-table 'dest.contacts'

This command copies data from the Freshdesk source to DuckDB.

Available Tables

The Freshdesk source allows you to ingest the following tables:

Table	PK	Inc Key	Inc Strategy	Details
agents	id	updated_at	merge	Retrieves users responsible for managing and resolving customer inquiries and support tickets
companies	id	updated_at	merge	Retrieves customer organizations or groups that agents support.
contacts	id	updated_at	merge	Retrieves individuals or customers who reach out for support.
groups	id	updated_at	merge	Retrieves agents organized based on specific criteria.
roles	id	updated_at	merge	Retrieves predefined sets of permissions that determine what actions an agent can perform.
tickets	id	updated_at	merge	Retrieves customer inquiries or issues submitted via various channels like email, chat, phone, etc.
tickets:<query>	id	updated_at	merge	Executes the Freshdesk ticket filter query while preserving incremental sync. Maximum results: 300 tickets.

Use these as the --source-table parameter in the omniload ingest command.