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 Jitterbit agent where the connector is installed. These paths are to be adjusted as appropriate depending on the agent and the operating system. If multiple agents are used in an agent group, identical files will be required on each agent.

Advanced Features

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

User Defined Views

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

SSL Configuration

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

Proxy

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

Query Processing

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

See Query Processing for more information.

User Defined Views

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

There are two ways to create user defined views:

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

Define Views Using a Configuration File

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

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

This User Defined View configuration file is formatted as follows:

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

For example:

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

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

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

Define Views Using DDL Statements

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

Create a View

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

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

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

Alter a View

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

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

The view is then updated in the JSON configuration file.

Drop a View

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

DROP LOCAL VIEW [MyViewName]

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

Schema for User Defined Views

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

Work with User Defined Views

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

SELECT * FROM Customers WHERE City = 'Raleigh';

An example of a query to the driver:

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

Resulting in the effective query to the source:

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

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

SSL Configuration

Customize the SSL Configuration

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

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

Data Model

Overview

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

Key Features

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

Tables

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

Tables

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

Freshdesk Connector Tables

Agents

Update, delete, and query from agents table

Table Specific Information

Select

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

SELECT * FROM Agents WHERE ID = 100

Update

Following is an example of how to update an agent:

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

Delete

Following is an example of how to delete an agent:

DELETE FROM Agents WHERE ID = 100

Columns

BusinessHours

Query from BusinessHours table

Table Specific Information

Select

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

SELECT * FROM BusinessHours

You can also select a specific entry from BusinessHours table:

SELECT * FROM BusinessHours WHERE ID = 100

Columns

CannedResponses

Create, update and query from CannedResponses table

Table Specific Information

Select

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

SELECT * FROM CannedResponses WHERE FolderId = 100

Insert

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

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

Update

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

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

Columns

CannedResponsesFolder

Query from CannedResponsesFolder table

Table Specific Information

Select

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

SELECT * FROM CannedResponsesFolder

You can also select a specific entry from CannedResponsesFolder table:

SELECT * FROM CannedResponsesFolder WHERE ID = 100

Insert

Name is a mandatory columns for Inserting into CannedResponsesFolder table.

INSERT INTO CannedResponsesFolder (Name) VALUES (directoryA)

Update

Following is an example to update CannedResponsesFolder:

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

Columns

Companies

Create, update, delete, and query from companies table

Table Specific Information

Select

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

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

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

• Id
• DomainAggregate
• CreatedAt
• UpdatedAt

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

Insert

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

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

Update

Following is an example of how to update a company:

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

Delete

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

DELETE FROM Companies WHERE ID = 786

Columns

Contacts

Create, update, delete, and query from contacts table

Table Specific Information

Select

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

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

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

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

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

Insert

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

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

Update

Following is an example of how to update a contact:

UPDATE Contacts SET Active = true WHERE ID = 786

Delete

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

DELETE FROM Contacts WHERE ID = 786

Columns

Conversations

Delete, and query from conversations table

Table Specific Information

Select

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

SELECT * FROM Conversations WHERE TicketId = 100

Delete

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

DELETE FROM Conversations WHERE ID = 786

Columns

Groups

Create, update, delete, and query from groups table

Table Specific Information

Select

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

SELECT * FROM Groups WHERE ID = 100

Insert

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

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

Update

Following is an example of how to update a group:

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

Delete

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

DELETE FROM Groups WHERE ID = 786

Columns

Mailboxes

Create, update, delete, and query from Mailboxes table

Table Specific Information

Select

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

SELECT * FROM Mailboxes

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

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

Insert

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

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

Update

Following is an example of how to update Mailboxes table:

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

Delete

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

DELETE FROM Mailboxes WHERE ID = 786

Columns

Products

Query from products table

Table Specific Information

Select

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

SELECT * FROM Products

You can also select a specific entry from Products table:

SELECT * FROM Products WHERE ID = 100

Columns

Roles

Query from roles table

Table Specific Information

Select

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

SELECT * FROM Roles WHERE ID = 100

Columns

Skills

Create, update, delete, and query from skills table

Table Specific Information

Select

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

SELECT * FROM Skills

You can also select a specific entry from Skills table:

SELECT * FROM Skills WHERE ID = 73000001322

Insert

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

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

Update

Following is an example of how to update a skill:

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

Delete

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

DELETE FROM Skills WHERE ID = 73000001322

Columns

SLAPolicies

Query, Create and Update SLAPolicies table

Table Specific Information

Select

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

SELECT * FROM SLAPolicies

You can also select a specific entry from SLAPolicies table:

SELECT * FROM SLAPolicies WHERE ID = 100

Columns

Surveys

Query from surveys table

Table Specific Information

Select

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

SELECT * FROM Surveys

You can also select a specific entry from Surveys table:

SELECT * FROM Surveys WHERE ID = 73000092562

Columns

TicketFields

Query from ticketFields table

Table Specific Information

Select

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

SELECT * FROM TicketFields WHERE Type = 'default_requester'

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

• Type

Insert

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

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

Update

Following is an example to update TicketFields:

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

Delete

Following is an example to delete a TicketFields:

DELETE FROM TicketFields WHERE ID = 100

Columns

Tickets

Create, update, delete, and query from tickets table

Table Specific Information

Select

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

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

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

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

Insert

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

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

Status:

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

Priority:

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

A new ticket can be inserted as following:

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

Update

Following is an example to update a ticket:

UPDATE Tickets SET Priority = 1 WHERE ID = 100

Delete

Following is an example to delete a ticket:

DELETE FROM Tickets WHERE ID = 100

Columns

TimeEntries

Create, update, delete, and query from TimeEntries table

Table Specific Information

Select

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

SELECT * FROM TimeEntries

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

• AgentId
• Billable
• ExecutedAt

Insert

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

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

Note:

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

Update

Following is an example of how to update TimeEntries table:

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

Note:

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

Delete

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

DELETE FROM TimeEntries WHERE ID = 786

Columns

Views

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

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

Freshdesk Connector Views

CustomObjects

Retrieve the available Custom Objects in FreshDesk.

Table Specific Information

Select

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

SELECT * FROM CustomObjects

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

SELECT * FROM CustomObjects WHERE ID = 11704

Columns

TicketActivities

Query the TicketActivities view.

Table Specific Information

Select

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

SELECT * FROM TicketActivities

Columns

TicketProperties

Query the TicketProperties view.

Columns

Stored Procedures

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

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

Freshdesk Connector Stored Procedures

AttachToTicket

Create or update a ticket with attachments.

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

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

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

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

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

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

Input

System Tables

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

Schema Tables

The following tables return database metadata for Freshdesk:

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

Data Source Tables

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

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

Query Information Tables

The following table returns query statistics for data modification queries:

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

sys_catalogs

Lists the available databases.

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

SELECT * FROM sys_catalogs

Columns

sys_schemas

Lists the available schemas.

The following query retrieves all available schemas:

SELECT * FROM sys_schemas

Columns

sys_tables

Lists the available tables.

The following query retrieves the available tables and views:

SELECT * FROM sys_tables

Columns

sys_tablecolumns

Describes the columns of the available tables and views.

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

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

Columns

sys_procedures

Lists the available stored procedures.

The following query retrieves the available stored procedures:

SELECT * FROM sys_procedures

Columns

sys_procedureparameters

Describes stored procedure parameters.

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

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

Columns

sys_keycolumns

Describes the primary and foreign keys.

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

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

Columns

sys_foreignkeys

Describes the foreign keys.

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

SELECT * FROM sys_foreignkeys WHERE ForeignKeyType = 'FOREIGNKEY_TYPE_IMPORT'

Columns

sys_primarykeys

Describes the primary keys.

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

SELECT * FROM sys_primarykeys

Columns

sys_indexes

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

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

SELECT * FROM sys_indexes WHERE IsPrimary='false'

Columns

sys_connection_props

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

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

jdbc:cdata:freshdesk:config:

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

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

SELECT * FROM sys_connection_props WHERE Value <> ''

Columns

sys_sqlinfo

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

Discovering the Data Source's SELECT Capabilities

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

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

SELECT * FROM sys_sqlinfo WHERE Name = 'SUPPORTED_OPERATORS'

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

Columns

sys_identity

Returns information about attempted modifications.

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

SELECT * FROM sys_identity

Columns

sys_information

Describes the available system information.

The following query retrieves all columns:

SELECT * FROM sys_information

Columns

Advanced Configurations Properties

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

Authentication

SSL

Schema

Miscellaneous

Authentication

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

Domain

Domain is used for accessing your Freshdesk account.

Data Type

string

Default Value

""

Remarks

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

Domain=domainValue

APIKey

The API key used for accessing your Freshdesk account.

Data Type

string

Default Value

""

Remarks

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

SSL

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

SSLServerCert

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

Data Type

string

Default Value

""

Remarks

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

This property can take the following forms:

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

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

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

Schema

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

Location

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

Data Type

string

Default Value

%APPDATA%\FreshDesk Data Provider\Schema

Remarks

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

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

BrowsableSchemas

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

Data Type

string

Default Value

""

Remarks

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

Tables

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

Data Type

string

Default Value

""

Remarks

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

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

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

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

Views

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

Data Type

string

Default Value

""

Remarks

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

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

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

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

Miscellaneous

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

FetchTicketsUpdatedSince

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

Data Type

string

Default Value

""

Remarks

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

IgnoreSurplusResults

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

Data Type

bool

Default Value

false

Remarks

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

IncludeCustomObjects

Whether to include custom objects or not.

Data Type

bool

Default Value

false

Remarks

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

MaxRows

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

Data Type

int

Default Value

-1

Remarks

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

Other

These hidden properties are used only in specific use cases.

Data Type

string

Default Value

""

Remarks

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

Specify multiple properties in a semicolon-separated list.

Integration and Formatting

PseudoColumns

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

Data Type

string

Default Value

""

Remarks

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

RowScanDepth

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

Data Type

string

Default Value

30

Remarks

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

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

TicketPropertiesURL

Use TicketPropertiesURL to query ticket properties.

Data Type

string

Default Value

""

Remarks

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

TicketStats

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

Data Type

bool

Default Value

false

Remarks

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

Timeout

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

Data Type

int

Default Value

60

Remarks

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

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

TypeDetectionScheme

Determines how to determine the data type of columns.

Possible Values

None, RowScan

Data Type

string

Default Value

RowScan

Remarks

UserDefinedViews

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

Data Type

string

Default Value

""

Remarks

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

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

This User Defined View configuration file is formatted as follows:

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

For example:

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

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

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

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