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 theprofile settings page
. The API key is available below thechange 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¶
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
- 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:
- 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¶
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.
Property | Description |
---|---|
Domain | Domain is used for accessing your Freshdesk account. |
APIKey | The API key used for accessing your Freshdesk account. |
Property | Description |
---|---|
SSLServerCert | The certificate to be accepted from the server when connecting using TLS/SSL. |
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. |
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.