Freshdesk

  • Published on Sep 5, 2024
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Freshdesk API

API Documentation Link

Configuration Parameters

Any instance where an entry in the below configuration has a leading $ represents a parameter that needs to be replaced with a static value.

Parameters in this document:

  • $api_key - The API Key will provide access to the Freshdesk API. Your API Key can be located by doing the following:
    • Navigate to your Support Portal and click on your profile picture in the top righthand corner
    • Navigate to the Profile settings page where you will find your API Key below the change password section
  • $domain - The Domain represents the portion of your Freshdesk account's URL which identifies your account name. For example, if your Freshdesk portal URL is panoply.freshdesk.com, then the value of this parameter would be panoply.
  • $resource_name - The Resource Name represents the name of the resource to be appended and used as part of the Destination Table name. The value that should be used here can be found in the API Resources table below.
  • $endpoint - The Endpoint represents the data that you would like to ingest into Panoply from the Freshdesk API. The value that should be used here can be found in the API Resources table below.
  • $incremental_starting_value - The Incremental Starting Value represents the earliest date that data should be collected for, given in yyyy-mm-DDT00:00:00Z format. For example, if you would like your historical data to go back to the start of 2021, this value would be set to 2021-01-01T00:00:00Z.

API Resources

For a list of API Resources available for Freshdesk, please refer to the list of endpoints found below:

Resource $resource_name $endpoint
Agents agents api/v2/agents
Business Hours business_hours api/v2/business_hours
Canned Response Folders canned_response_folders canned_response_folders
Companies companies api/v2/companies
Contacts contacts api/v2/contacts
Email Configurations email_configs api/v2/email_configs
Email Mailboxes email_mailboxes api/v2/email/mailboxes
Forum Categories forum_categories api/v2/discussions/categories
Groups groups api/v2/groups
Products products api/v2/products
Roles roles api/v2/roles
Scenario Automations scenario_automations scenario_automations.json
Skills skills api/v2/admin/skills
SLA Policies sla_policies api/v2/sla_policies
Solution Categories solution_categories api/v2/solutions/categories
Surveys surveys api/v2/surveys
Tickets tickets api/v2/tickets
Ticket Forms ticket_forms api/v2/ticket-forms
Time Entries time_entries api/v2/time_entries

Connector configuration

  • Base url: https://$domain.freshdesk.com/$endpoint
  • Method: GET
  • URL Parameters: per_page=100
Incremental Collections

For the Companies, Contacts, Tickets, and Time Entries resources, the following must be included as part of the URL Parameters value to allow for incremental collections:

  • Companies: updated_since={incval}
  • Contacts: updated_since={incval}
  • Tickets: updated_since={incval}
Additional URL Parameters

Some resources allow for Additional URL Parameters to be provided as part of the URL Parameters entry to further specify the API call and impact the response that is ultimately ingested into Panoply.

Additional URL Parameters that are available will vary with each Resource, and can be found under the Filter By section of each Resource's page that is linked in the above API Resources table. Each Additional URL Parameter should be appended using a & separator, such as an example for the Contacts resource of pageSize=100&updated_since={incval}&state=verified.

Destination Table naming convention is ultimately up to you as the data owner. One common structure used for this API is freshdesk_$resource_name

Authorization

  • Authorization: Basic Auth
  • Username: {api_key}
  • Password: Panoply

Variables

  • Secured Variables:
Variable name Variable value
api_key $api_key

Pagination

  • Get next page value: Static (integer to be incremented)
  • Start page: 1
  • Page step: 1
  • Use next page value: As a URL parameter value
  • URL/body key: page
  • Stop iterating when: Empty data

Advanced Settings

  • Errors waiting time: 429=60
Incremental Key

Only Applicable for Companies, Contacts, and Tickets resources. For all other resources, leave this section empty.

  • Incremental Key:
    Column name Column value
    updated_at $incremental_starting_value