Release Status Open Beta Availability Free
Status Page Freshdesk Status Page Default Historical Sync 1 year
Whitelist Tables/Columns Unsupported/Unsupported Default Replication Frequency 30 minutes
Full Table Endpoints 0 Incremental Endpoints 9
Destination Incompatibilities None

Connecting Freshdesk

Connecting Stitch to Freshdesk is a four-step process:

  1. Retrieve your Freshdesk API Key
  2. Add Freshdesk as a Stitch data source
  3. Define the Historical Sync
  4. Define the Replication Frequency

Prerequisites

To ensure Stitch will able to access all possible data points, we recommend that someone with Administrator permissions - that is, someone who can see and access everything in your Freshdesk account - create and authorize the integration in Stitch. Keep in mind that we will only ever read your data.

Stitch will only be able to replicate the data that the authorizing user has access to. For example: if the user is only allowed to access tickets to which they’ve been assigned, Stitch will only be able to replicate those tickets’ data.

Retrieving Your Freshdesk API Key

  1. Sign into your Freshdesk account.
  2. Click the user menu (your icon) > Profile Settings.
  3. Your API Key will display under the Change Password section of your profile page.

Leave this page open for now - you’ll need it to wrap things up in Stitch.

Add Freshdesk as a Stitch Data Source

  1. On the Stitch Dashboard page, click the Add an Integration button.

  2. Click the Freshdesk icon.

  3. Enter a name for the integration. This is the name that will display on the for the integration; it’ll also be used to create the schema in your data warehouse.

    For example, the name “Stitch Freshdesk” would create a schema called stitch_freshdesk in the data warehouse. This schema is where all the tables for this integration will be stored.

  4. In the Subdomain field, enter your Freshdesk site subdomain. For example: if the full URL were stitchdata.freshdesk.com, only stitchdata would be entered into this field.
  5. In the API Key field, paste your Freshdesk API Key.

Defining the Historical Sync

The Sync Historical Data setting will define the starting date for your Freshdesk integration. This means that data equal to or newer than this date will be replicated to your data warehouse.

Change this setting if you want to sync data beyond Freshdesk’s default setting of 1 year. For a detailed look at historical syncs, check out the Syncing Historical SaaS Data article.

Define the Replication Frequency

The Replication Frequency controls how often Stitch will attempt to replicate data from your Freshdesk integration. By default the frequency is set to 30 minutes, but you can change it to better suit your needs.

Before setting the Replication Frequency, note that:

  • The more often Freshdesk is set to replicate, the higher the number of replicated rows.

  • The number of rows in the source may not equal the number of rows replicated by Stitch. Tables that use Full Table Replication will result in a higher number of replicated rows.

  • If you’re using a data warehouses that doesn’t natively support nested structures, you’ll see a higher number of replicated rows due to the de-nesting Stitch performs.

To help prevent overages, we recommend setting the Replication Frequency to something less frequent - like 6 hours instead of 30 minutes. For tips on reducing your row count, check out the Reducing Your Row Count section of our Billing Guide.

After selecting a Replication Frequency, click Save Integration.

Freshdesk Schema

Stitch's Freshdesk integration includes these tables:


agents

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The agents table contains info about the agents in your Freshdesk account.

Table Info & Attributes

agents & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

agents Attributes

  • Agent ID (id)

  • available

  • available_since

  • occasional

  • signature

  • ticket_scope

  • group_ids *

  • role_ids *

  • created_at

  • updated_at

  • contact__active

  • contact__email

  • contact__job_title

  • contact__language

  • contact__last_login_at

  • contact__mobile

  • contact__name

  • contact__phone

  • contact__time_zone

  • contact__created_at

  • contact__updated_at

companies

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The companies table contains info about the companies your various customers and contacts belong to.

Table Info & Attributes

companies & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

companies Attributes

  • Company ID (id)

  • description

  • custom fields *

  • domains *

  • name

  • note

  • created_at

  • updated_at

contacts

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The contacts table contains info about the customers or potential customers that have filed support tickets in any of the channels in your Freshdesk account.

Table Info & Attributes

contacts & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

contacts Attributes

  • Contact ID (id)

  • other_companies

  • view_all_tickets

  • other_emails *

  • company_id

  • email

  • job_title

  • tags

  • deleted

  • updated_at

  • phone

  • address

  • active

  • name

  • language

  • mobile

  • created_at

  • twitter_id

  • time_zone

  • avatar

conversations

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The conversations table contains info about replies and public/private notes added to the tickets in your Freshdesk account.

Table Info & Attributes

conversations & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

conversations Attributes

  • Conversation ID (id)

  • body_text

  • incoming

  • private

  • user_id

  • support_email

  • source

  • ticket_id

  • to_emails *

  • from_email

  • cc_emails *

  • bcc_emails *

  • created_at

  • updated_at

groups

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The groups table contains info about the groups your agents belong to.

Table Info & Attributes

groups & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

groups Attributes

  • Group ID (id)

  • agent_ids *

  • auto_ticket_assign

  • business_hour_id

  • description

  • escalate_to

  • name

  • unassigned_for

  • created_at

  • updated_at

roles

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: No

The roles table contains info about the various roles that can be assigned to team members in your Freshdesk account.

Table Info & Attributes

roles Attributes

  • Role ID (id)

  • description

  • name

  • default

  • created_at

  • updated_at

satisfaction_ratings

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The satisfaction_ratings table contains info about customer satisfaction survey responses, or satisfaction ratings.

Table Info & Attributes

satisfaction_ratings & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

satisfaction_ratings Attributes

  • Satisfaction Rating ID (id)

  • user_id

  • feedback

  • created_at

  • updated_at

  • agent_id

  • group_id

  • ticket_id

  • survey_id

  • ratings *. This array (or subtable) will contain key/value pairs of the question ID and the rating for that question.

tickets

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: Yes

The tickets table contains info about the tickets in your Freshdesk account.

Table Info & Attributes

tickets & Nested Structures

This table contains nested structures. If you use a data warehouse that doesn't natively support nested structures, some of the attributes listed below may be in a subtable.

These items are marked with a *

tickets Attributes

  • Ticket ID (id)

  • cc_emails *

  • updated_at

  • fwd_emails *

  • source

  • due_by

  • company_id

  • responder_id

  • priority

  • deleted

  • facebook_id

  • subject

  • fr_due_by

  • email

  • status

  • is_escalated

  • reply_cc_emails *

  • description

  • tags *

  • email_config_id

  • phone

  • description_text

  • requester_id

  • name

  • product_id

  • fr_escalated

  • created_at

  • spam

  • twitter_id

  • group_id

time_entries

Replication Method: Incremental
Primary Key: id
Contains Nested Structures?: No

The time_entries table contains info about the time entries entered by agents working on tickets.

Table Info & Attributes

time_entries Attributes

  • Time Entry ID (id)

  • time_spent

  • start_time

  • created_at

  • executed_at

  • updated_at

  • timer_running

  • note

  • ticket_id

  • billable

  • agent_id

Related Troubleshooting
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Tags: saas integrations