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Freshdesk Data Export

What is Freshdesk?

Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. It creates a unified view of the customer for your sales and support team.

How to add a Freshdesk Source in Electrik.AI?

Follow these steps to connect your Freshdesk account to Electrik.AI.

Step 1: Ensure you have following prerequisites to create a Freshdesk Connection in Electrik.AI

a. Freshdesk Domain Name.

b. API Key

Step 2: Sign-in into your Electrik.AI account.

Step 3: Select IO in Electrik.AI dashboard.

Select IO in Electrik.AI dashboard

Step 4: Select the Connections Icon in the left most panel and Click on “Add” button on the top.

Step 4 Select the Connections Icon in the left most panel and Click on “Add” button the top

Step 5: The Source default tab is selected just click on “Freshdesk” connection.

Step 5 The Source default tab is selected just click on “Freshdesk” connection

Step 6: Enter your Freshdesk Domain URL and API Key.

Step 6 Enter your Freshdesk Domain URL and API Key.

Step 7: Click on Save button on the top. 

Step 7 Click on Save button on the top.

Congratulations, you have now successfully created a Freshdesk Connection in Electrik.AI.

Congratulations, you have now successfully created a Freshdesk Connection in Electrik.AI

What are the supported Data Destinations?

Electrik.AI supports the following databases to export Freshdesk Data. It is important to note that Electrik.AI itself is not a destination. A destination is required to export data from various marketing data sources using Electrik.AI.

PostgreSQL Data Destination-Eletrik.AI
MySQL Data Destination-Electrik.AI
AzureSQL Data Destination-Eletrik.AI
Google Big Query Data Destination-Elecrik.AI

How to export Freshdesk Data?

Electrik.AI creates a data flow (or ETL process) that exports Freshdesk data of your choice to a target database or data warehouse. This process runs daily at scheduled time and exports data.

Follow these steps to create a Data Flow from Freshdesk to Database

Step 1: Ensure you have the following prerequisites.
1. Access to Freshdesk.
2. Freshdesk Domain URL and API Key.
3. Access to a Database of your choice (PostgreSQL, MySQL, Azure SQL, BigQuery.)
4. Database Connection Details such as Host, Port, DB Name, DB User, DB Password
Step 2: Sign-in into your Electrik.AI account.
Step 3: Select IO in Electrik.AI dashboard.

Select IO in Electrik.AI dashboard

Step 4: Click on Add button to create a Freshdesk Performance Data Extractor Flow.

Click on Add button to create a Freshworks CRM Performance Data Extractor Flow

Step 5: Select Freshdesk Connection present in the list of available sources.

Step 5 Select Freshdesk Connection present in the list of available sources

Step 6: Select your existing Freshdesk connection in Electrik.AI.

Step 6 Select your existing Freshdesk connection in ElectrikAI

To Configure a new connection, refer to this link.

Step 7: Click on a destination of your choice from list of available destinations.
In this example we are choosing BigQuery.

Click on a destination of your choice from list of available destinations

Step 8: Select your existing BigQuery (Service Account) connection in Electrik.AI.
To Configure a new connection, refer to this link.

Step 8 Select your existing BigQuery connection in ElectrikAI

Step 9:
a. Choose the desired report to get the appropriate data. In this example we are choosing Companies.

9a

b. Review the Data Source, Data Destination, Data Set, Report Name, Provide Success Notification Email, Failure Notification Email
Success Notification Email: Enter a valid Email ID to receive the Flow Success Email Notification.
Failure Notification Email: Enter a valid Email ID to receive the Flow Failure Email Notification.
Note: By Default, Electrik.AI uses the signed-in user’s Email Id.
c. Click “Save and Proceed” to continue.

9c

Note: By Default, Electrik.AI chooses an existing Data Set to load your Freshdesk Report. You can create a new Dataset in your bucket by selecting the “Create Data Set” radio button.
Step 10: Please wait while you are redirected to Flow Details Screen.

Step 10 Please wait while you are redirected to Flow Details Screen

Congratulations, you have now successfully setup Freshdesk Performance Report to BigQuery flow in Electrik.AI.

Congratulations, you have now successfully setup Freshdesk Performance Report to BigQuery flow in ElectrikAI

Your Freshdesk data will start loading after 24 hours in your Data Set.

Freshdesk Data Schema

Agents

Index Category Electrik.AI Column Name Description         Sample Value
1 Dimension available Is set to true
if the agent is
accepting new tickets		 True
2 Dimension available_since Timestamp denoting
when the agent became
available/unavailable
(depending on the
value of the ‘available’
attribute)		 2015-01-2T14
:54:46+05:30
3 Dimension contact Agent contact
details		 {

“active”:true,

“email”:”sample@freshdesk.com”,

“job_title”:null,

“language”:”en”,

“last_login_at”:
“2015-08-21T14
:54:46+05:30”,

“mobile”:null,

“name”:”Support”,

“phone”:null,

“time_zone”:”Chennai”,

“created_at”:”2015
-08-18T16:18:05Z”,

“updated_at”:”2015
-08-25T08:50:20Z”

}
4 Dimension contact_active Set to true if the
agent is verified		 True
5 Dimension contact_created_at Creation timestamp 2015-08-18T16:18:05Z
6 Dimension contact_email Email address of
the agent		 sample@freshdesk.com
7 Dimension contact_
job_title		 Job title
of the agent		 Null
8 Dimension contact_language Language of the
agent. Default language
is “en”		 en
9 Dimension contact_
last_login_at		 Timestamp of
the agent’s last
successful login		 2015-08-
28T09:08:16Z
10 Dimension contact_mobile Mobile number
of the agent
11 Dimension contact_name Name of the
agent		 Smith
12 Dimension contact_phone Telephone number
of the agent
13 Dimension contact_
time_zone		 Time zone
of the agent		 Chennai
14 Dimension contact_
updated_at		 Timestamp of
the last update		 2015-05-2T
14:54:46+05:30
15 Dimension created_at Agent creation
timestamp		 2015-08-28
T09:08:16Z
16 Dimension domain_name Name of the
Freshdesk domain		 icedq.
freshdesk.com
17 Dimension group_ids Group IDs associated
with the agent
18 Dimension id User ID of
the agent		 434
19 Dimension last_active_at Timestamp of the
last activity
20 Dimension occasional Is set to true
if this is an occasional
agent (true =>
occasional, false =>
full-time)		 False
21 Dimension role_ids Role IDs associated
with the agent		 [1]
22 Dimension signature Signature of the
agent in HTML format		 null
23 Dimension skill_ids Skill ids associated
with the agent		 [2]
24 Dimension ticket_scope 1 -> Global Access,
2 -> Group Access, 3
-> Restricted Access		 1
25 Dimension type Agent Type support_agent
26 Electrik.AI sha_id Hashed primary key 4d7a30ffb7e178
09271acabafbb50c269
4c14878f352013ca5b0c
997a777b454
27 Electrik.AI etl_org Organization Id ORG000097
28 Electrik.AI etl_project Project Id PR000154
29 Electrik.AI etl_create_utc_dttm Record loaded/created
Timestamp in UTC		 2021-06-13 12:45:42 UTC
30 Electrik.AI etl_update_utc_dttm Record Update
Timestamp in UTC		 2021-06-13 12:45:42 UTC
31 Electrik.AI etl_start_utc_dttm EAI Flow Start
Timestamp in UTC		 2021-06-13 12:45:42 UTC
32 Electrik.AI etl_flow_nm EAI Flow Code FL001282
33 Electrik.AI etl_flow_instance_id EAI Flow Execution
Instance Id		 FL00AD-201909
10144445424196

Companies

Index Category Electrik.AI Column Name Description         Sample Value
1 Dimension account_tier Classification
(Enterprise/Premium/Basic)
based on how much value
the company brings to
your business		 Premium
2 Dimension created_at Company creation
timestamp		 2016-12-05t21:52:29z
3 Dimension custom_fields Key value pairs
containing the names
and values of custom
fields.		 {

“website”: “https://www.toranainc.com”,

“address”: null

}
4 Dimension description Description of the
company if any else null		 Marketing
5 Dimension domain_name Name of the Freshdesk
domain		 icedq.freshdesk.com
6 Dimension domains Domains of the
client company. Email
addresses of contacts
that contain this domain
will be associated with
that company automatically.		 [“nielsen.com”]
7 Dimension health_score The strength of your
relationship with the
company		 Happy
8 Dimension id Unique ID of the
company		 3000138123
9 Dimension industry The industry the
company serves in		 Marketing
10 Dimension name Name of the company nielsen
11 Dimension note Any specific note
about the company		 A unified solution
for DataOps
12 Dimension renewal_date Date when your contract
or relationship with the
company is due for renewal		 2016-12-05t21:52:29z
13 Dimension updated_at Company updated
timestamp		 2016-12-05t21:52:29z
14 Electrik.AI sha_id Hashed primary key 4d7a30ffb7e178
09271acabafbb50c269
4c14878f352013ca5b0c
997a777b454
15 Electrik.AI etl_org Organization Id ORG000097
16 Electrik.AI etl_project Project Id PR000154
17 Electrik.AI etl_create_utc_dttm Record loaded/created
Timestamp in UTC		 2021-06-13 12:45:42 UTC
18 Electrik.AI etl_update_utc_dttm Record Update
Timestamp in UTC		 2021-06-13 12:45:42 UTC
19 Electrik.AI etl_start_utc_dttm EAI Flow Start
Timestamp in UTC		 2021-06-13 12:45:42 UTC
20 Electrik.AI etl_flow_nm EAI Flow Code FL001282
21 Electrik.AI etl_flow_
instance_id		 EAI Flow Execution
Instance Id		 FL00AD-20190
910144445424196

Contacts

Index Category Electrik.AI Column Name Description         Sample Value
1 Dimension active Set to true if the
contact has been verified		 True
2 Dimension address Address of the contact null
3 Dimension company_id ID of the primary
company to which this
contact belongs		 3000211234
4 Dimension created_at Contact creation
timestamp		 2021-02-12t
19:58:59z
5 Dimension csat_rating Survey average
ratings		 null
6 Dimension custom_fields Key value pair containing
the name and value of the
custom fields.		 {

“department”: “Operations”

“fb_profile”: null,

“permanent”: false

}
7 Dimension deleted Set to true if the
contact has been deleted.
Note that this attribute
will only be present for
deleted contacts		 null
8 Dimension description A short description
of the contact		 null
9 Dimension domain_name Name of the
Freshdesk domain		 icedq.freshdesk.com
10 Dimension email Primary email
address of the contact.		 ameur.s@cs.com
11 Dimension facebook_id Facebook Id null
12 Dimension id ID of the contact 3045425515
13 Dimension job_title Job title of the contact null
14 Dimension language Language of the contact en
15 Dimension mobile Mobile number of
the contact		 null
16 Dimension name Name of the contact ameur.s
17 Dimension other_companies Additional companies
associated with the contact		 null
18 Dimension other_emails Additional emails
associated with the
contact		 null
19 Dimension phone Telephone number of
the contact		 null
20 Dimension preferred_source Preferred Contact
Method		 email
21 Dimension tags Tags associated
with this contact		 []
22 Dimension time_zone Time zone in which
the contact resides		 chennai
23 Dimension twitter_id Twitter handle of
the contact
24 Dimension unique_external_id External ID of
the contact
25 Dimension updated_at Contact updated
timestamp		 2019-02-26t05:18:42-05:00
26 Dimension view_all_tickets Set to true if the
contact can see all
tickets that are associated
with the company to which
he belongs		 true
27 Electrik.AI sha_id Hashed primary key 4d7a30ffb7e178
09271acabafbb50c269
4c14878f352013ca5b0c
997a777b454
28 Electrik.AI etl_org Organization Id ORG000097
29 Electrik.AI etl_project Project Id PR000154
30 Electrik.AI etl_create_utc_dttm Record loaded/created
Timestamp in UTC		 2021-06-13 12:45:42 UTC
31 Electrik.AI etl_update_utc_dttm Record Update
Timestamp in UTC		 2021-06-13 12:45:42 UTC
32 Electrik.AI etl_start_utc_dttm EAI Flow Start
Timestamp in UTC		 2021-06-13 12:45:42 UTC
33 Electrik.AI etl_flow_nm EAI Flow Code FL001282
34 Electrik.AI etl_flow_instance_id EAI Flow Execution
Instance Id		 FL00AD-201909
10144445424196

Tickets

Index Category Electrik.AI Column Name Description         Sample Value
1 Metric associated_
tickets_count		 Ticket Count 50
2 Dimension association_type Ticket Type
3 Dimension attachments Ticket attachments.
The total size of these
attachments cannot
exceed 20MB.
4 Dimension cc_emails Email address
added in the ‘cc’
field of the incoming
ticket email		 mcarollo@jlg.com
5 Dimension company_id ID of the company
to which this ticket
belongs		 300006589
6 Dimension created_at Ticket creation
timestamp		 2021-08-16T
15:50:47Z
7 Dimension custom_fields Key value pairs containing
the names and values of
custom fields. Read
more here		 {“cf_requester_name”:
“mc@jom.com”,”category”:
“Standard Support”,
“final_resolution”:
null,”cf_icedq_version”
:”16.4.4″,”cf_l1l2_
support_minutes”:null,
“cf_l3_support_minutes”
:null}
8 Dimension deleted Set to true if
the ticket has been
deleted/trashed.
Deleted tickets
will not be
displayed in
any views except
the “deleted”
filter
9 Dimension description HTML content
of the ticket
10 Dimension description_text Content of the
ticket in plain text
11 Dimension domain_name Name of the
Freshdesk domain		 icedq.freshdesk.com
12 Dimension due_by Timestamp that
denotes when the
ticket is due to
be resolved		 2021-08-16
T15:50:47Z
13 Dimension email Email address of
the requester. If no
contact exists with
this email address
in Freshdesk, it will
be added as a new
contact.
14 Dimension email_config_id ID of email config
which is used for this
ticket.
15 Dimension facebook_id Facebook ID of the
requester. A contact
should exist with
this facebook_id in
Freshdesk.
16 Dimension fr_due_by Timestamp that
denotes when the first
response is due		 2021-05-24T15:47:22Z
17 Dimension fr_escalated Set to true if the
ticket has been escalated
as the result of first
response time being
breached		 TRUE
18 Dimension fwd_emails Email address(e)s
added while forwarding a ticket		 []
19 Dimension group_id ID of the group to
which the ticket has been
assigned		 90123
20 Dimension id Unique ID of the
ticket
21 Dimension internal_agent_id Internal Agent ID
22 Dimension internal_group_id Internal Group Id
23 Dimension is_escalated Set to true if the
ticket has been escalated
for any reason		 FALSE
24 Dimension name Name of the
requester
25 Dimension nr_due_by Due Time of a
Ticket
26 Dimension nr_escalated Ticket Escalation FALSE
27 Dimension phone Phone number of
the requester. If no
contact exists with
this phone number in
Freshdesk, it will be
added as a new contact.
If the phone number is
set and the email
address is not, then
the name attribute is
mandatory.
28 Dimension priority Priority of the
ticket		 2
29 Dimension product_id ID of the product
to which the ticket is
associated		 []
30 Dimension reply_cc_emails Email address added
while replying to a ticket		 etldqteam@pim.com
31 Dimension requester_id User ID of the requester.
For existing contacts, the
requester_id can be passed
instead of the requester’s
email.		 3045204444
32 Dimension responder_id ID of the agent to
whom the ticket has been
assigned		 3018496123
34 Dimension source The channel through
which the ticket was
created		 2
35 Dimension spam Set to true if
the ticket has been
marked as spam		 FALSE
36 Dimension status Status of the
ticket		 2
37 Dimension subject Subject of the
ticket		 Azure Databricks
connection  inaccurate data
38 Dimension tags Tags that have been
associated with the ticket		 []
39 Dimension ticket_cc_emails Tickets cc emails []
40 Dimension to_emails Email addresses to
which the ticket was
originally sent		 []
41 Dimension twitter_id Twitter handle of
the requester. If no
contact exists with
this handle in Freshdesk,
it will be added as a
new contact.
42 Dimension type Helps categorize the
ticket according to the
different kinds of issues
your support team deals
with.		 Question
43 Dimension updated_at Ticket updated
timestamp		 2021-05-24T
19:44:55Z
44 Electrik.AI sha_id Hashed primary key 4d7a30ffb7e178
09271acabafbb50c269
4c14878f352013ca5b0c
997a777b454
45 Electrik.AI etl_org Organization Id ORG000097
46 Electrik.AI etl_project Project Id PR000154
47 Electrik.AI etl_create_utc_dttm Record loaded/created
Timestamp in UTC		 2021-06-13 12:45:42 UTC
48 Electrik.AI etl_update_utc_dttm Record Update
Timestamp in UTC		 2021-06-13
12:45:42 UTC
49 Electrik.AI etl_start_utc_dttm EAI Flow Start
Timestamp in UTC		 2021-06-13
12:45:42 UTC
50 Electrik.AI etl_flow_nm EAI Flow Code FL001282
51 Electrik.AI etl_flow_
instance_id		 EAI Flow Execution
Instance Id		 F FL00AD-20190
910144445424196
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On this page

What is Freshdesk?
How to add a Freshdesk Source in Electrik.AI?
What are the supported Data Destinations?
How to export Freshdesk Data?
Freshdesk Data Schema
Agents
Companies
Contacts
Tickets