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Expected Freshdesk Data

Freshdesk Info
This integration was created by Stitch for Singer, an open-source, composable ETL platform. Check out & contribute to the repo on GitHub.

Freshdesk is currently in Open Beta. The info in this article is subject to change.

Now that Freshdesk is successfully connected to your Stitch account, what comes next? In this article, we'll cover:

  1. How Stitch replicates Freshdesk data
  2. The tables that will be created in your data warehouse

Replicating Freshdesk Data

Historical Sync

By default, a historical sync of Freshdesk data goes back one year from the Stitch connection date.

Frequency

Stitch will replicate Freshdesk data based on the frequency you define. The default setting is every 30 minutes, but you can change it to better suit your needs.

Replication Method

When Stitch replicates Freshdesk data, it does so using Incremental Replication. This means that every time Freshdesk data is queued for replication, only new and updated data will be replicated.

Freshdesk Tables in Your Data Warehouse

Below is a list of the Freshdesk tables that will be created in your data warehouse. Because Freshdesk uses nested arrays to structure data in some of its API's endpoints, Stitch will de-nest these arrays and create subtables if your data warehouse doesn't natively support nested structures. Refer to the Handling of Nested Data Structures doc for more info.

Nested arrays are marked with a *.

Click the table names to check out Freshdesk's API docs.

agents
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Agent ID (id)
  • available
  • available_since
  • occasional
  • signature
  • ticket_scope
  • group_ids *
  • role_ids *
  • created_at
  • updated_at
  • contact__active
  • contact__email
  • contact__job_title
  • contact__language
  • contact__last_login_at
  • contact__mobile
  • contact__name
  • contact__phone
  • contact__time_zone
  • contact__created_at
  • contact__updated_at

companies
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Company ID (id)
  • description
  • custom fields *
  • domains *
  • name
  • note
  • created_at
  • updated_at

contacts
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Contact ID (id)
  • other_companies
  • view_all_tickets
  • other_emails *
  • company_id
  • email
  • job_title
  • tags
  • deleted
  • updated_at
  • phone
  • address
  • active
  • name
  • language
  • mobile
  • created_at
  • twitter_id
  • time_zone
  • avatar

conversations
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Conversation ID (id)
  • body_text
  • incoming
  • private
  • user_id
  • support_email
  • source
  • ticket_id
  • to_emails *
  • from_email
  • cc_emails *
  • bcc_emails *
  • created_at
  • updated_at

groups
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Group ID (id)
  • agent_ids *
  • auto_ticket_assign
  • business_hour_id
  • description
  • escalate_to
  • name
  • unassigned_for
  • created_at
  • updated_at

roles
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Role ID (id)
  • description
  • name
  • default
  • created_at
  • updated_at

satisfaction_ratings
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Satisfaction Rating ID (id)
  • user_id
  • feedback
  • created_at
  • updated_at
  • agent_id
  • group_id
  • ticket_id
  • survey_id
  • ratings *. This array (or subtable) will contain key/value pairs of the question ID and the rating for that question.

tickets
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Ticket ID (id)
  • cc_emails *
  • updated_at
  • fwd_emails *
  • source
  • due_by
  • company_id
  • responder_id
  • priority
  • deleted
  • facebook_id
  • subject
  • fr_due_by
  • email
  • status
  • is_escalated
  • reply_cc_emails *
  • description
  • tags *
  • email_config_id
  • phone
  • description_text
  • requester_id
  • name
  • product_id
  • fr_escalated
  • created_at
  • spam
  • twitter_id
  • group_id

time_entries
Replication Method: Incremental
Primary Key: id

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

Attributes include:

  • Time Entry ID (id)
  • time_spent
  • start_time
  • created_at
  • executed_at
  • updated_at
  • timer_running
  • note
  • ticket_id
  • billable
  • agent_id

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