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

IndexCategoryElectrik.AI Column NameDescriptionSample Value
1DimensionavailableIs set to true if the agent is accepting new ticketsTrue
2Dimensionavailable_sinceTimestamp denoting when the agent became available/unavailable (depending on the value of the
‘available’ attribute)
2015-01-2T14 :54:46+05:30
3DimensioncontactAgent 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” }
4Dimensioncontact_activeSet to true if the agent is verifiedTrue
5Dimensioncontact_created_atCreation timestamp2015-08-18T16:18:05Z
6Dimensioncontact_emailEmail address of the agentsample@freshdesk.com
7Dimensioncontact_ job_titleJob title of the agentNull
8Dimensioncontact_languageLanguage of the agent. Default language is “en”en
9Dimensioncontact_ last_login_atTimestamp of the agent’s last successful login2015-08- 28T09:08:16Z
10Dimensioncontact_mobileMobile number of the agent
11Dimensioncontact_nameName of the agentSmith
12Dimensioncontact_phoneTelephone number of the agent
13Dimensioncontact_ time_zoneTime zone of the agentChennai
14Dimensioncontact_ updated_atTimestamp of the last update2015-05-2T 14:54:46+05:30
15Dimensioncreated_atAgent creation timestamp2015-08-28 T09:08:16Z
16Dimensiondomain_nameName of the Freshdesk domainicedq. freshdesk.com
17Dimensiongroup_idsGroup IDs associated with the agent
18DimensionidUser ID of the agent434
19Dimensionlast_active_atTimestamp of the last activity
20DimensionoccasionalIs set to true if this is an occasional agent (true => occasional, false => full-time)False
21Dimensionrole_idsRole IDs associated with the agent[1]
22DimensionsignatureSignature of the agent in HTML formatnull
23Dimensionskill_idsSkill ids associated with the agent[2]
24Dimensionticket_scope1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access1
25DimensiontypeAgent Typesupport_agent
26Electrik.AIsha_idHashed primary key4d7a30ffb7e178 09271acabafbb50c269 4c14878f352013ca5b0c 997a777b454
27Electrik.AIetl_orgOrganization IdORG000097
28Electrik.AIetl_projectProject IdPR000154
29Electrik.AIetl_create_utc_dttmRecord loaded/created Timestamp in UTC2021-06-13 12:45:42 UTC
30Electrik.AIetl_update_utc_dttmRecord Update Timestamp in UTC2021-06-13 12:45:42 UTC
31Electrik.AIetl_start_utc_dttmEAI Flow Start Timestamp in UTC2021-06-13 12:45:42 UTC
32Electrik.AIetl_flow_nmEAI Flow CodeFL001282
33Electrik.AIetl_flow_instance_idEAI Flow Execution Instance IdFL00AD-201909 10144445424196
IndexCategoryElectrik.AI Column NameDescriptionSample Value
1Dimensionaccount_tierClassification (Enterprise/Premium/Basic) based on how much value the company brings to your businessPremium
2Dimensioncreated_atCompany creation timestamp2016-12-05t21:52:29z
3Dimensioncustom_fieldsKey value pairs containing the names and values of custom fields.{ “website”: “https://www.toranainc.com”, “address”: null }
4DimensiondescriptionDescription of the company if any else nullMarketing
5Dimensiondomain_nameName of the Freshdesk domainicedq.freshdesk.com
6DimensiondomainsDomains of the client company. Email addresses of contacts that contain this domain will be associated with that company automatically.[“nielsen.com”]
7Dimensionhealth_scoreThe strength of your relationship with the companyHappy
8DimensionidUnique ID of the company3000138123
9DimensionindustryThe industry the company serves inMarketing
10DimensionnameName of the companynielsen
11DimensionnoteAny specific note about the companyA unified solution for DataOps
12Dimensionrenewal_dateDate when your contract or relationship with the company is due for renewal2016-12-05t21:52:29z
13Dimensionupdated_atCompany updated timestamp2016-12-05t21:52:29z
14Electrik.AIsha_idHashed primary key4d7a30ffb7e178 09271acabafbb50c269 4c14878f352013ca5b0c 997a777b454
15Electrik.AIetl_orgOrganization IdORG000097
16Electrik.AIetl_projectProject IdPR000154
17Electrik.AIetl_create_utc_dttmRecord loaded/created Timestamp in UTC2021-06-13 12:45:42 UTC
18Electrik.AIetl_update_utc_dttmRecord Update Timestamp in UTC2021-06-13 12:45:42 UTC
19Electrik.AIetl_start_utc_dttmEAI Flow Start Timestamp in UTC2021-06-13 12:45:42 UTC
20Electrik.AIetl_flow_nmEAI Flow CodeFL001282
21Electrik.AIetl_flow_ instance_idEAI Flow Execution Instance IdFL00AD-20190 910144445424196
IndexCategoryElectrik.AI Column NameDescriptionSample Value
1DimensionactiveSet to true if the contact has been verifiedTrue
2DimensionaddressAddress of the contactnull
3Dimensioncompany_idID of the primary company to which this contact belongs3000211234
4Dimensioncreated_atContact creation timestamp2021-02-12t 19:58:59z
5Dimensioncsat_ratingSurvey average ratingsnull
6Dimensioncustom_fieldsKey value pair containing the name and value of the custom fields.{ “department”: “Operations” “fb_profile”: null, “permanent”: false }
7DimensiondeletedSet to true if the contact has been deleted. Note that this attribute will only be present for deleted contactsnull
8DimensiondescriptionA short description of the contactnull
9Dimensiondomain_nameName of the Freshdesk domainicedq.freshdesk.com
10DimensionemailPrimary email address of the contact.ameur.s@cs.com
11Dimensionfacebook_idFacebook Idnull
12DimensionidID of the contact3045425515
13Dimensionjob_titleJob title of the contactnull
14DimensionlanguageLanguage of the contacten
15DimensionmobileMobile number of the contactnull
16DimensionnameName of the contactameur.s
17Dimensionother_companiesAdditional companies associated with the contactnull
18Dimensionother_emailsAdditional emails associated with the contactnull
19DimensionphoneTelephone number of the contactnull
20Dimensionpreferred_sourcePreferred Contact Methodemail
21DimensiontagsTags associated with this contact[]
22Dimensiontime_zoneTime zone in which the contact resideschennai
23Dimensiontwitter_idTwitter handle of the contact
24Dimensionunique_external_idExternal ID of the contact
25Dimensionupdated_atContact updated timestamp2019-02-26t05:18:42-05:00
26Dimensionview_all_ticketsSet to true if the contact can see all tickets that are associated with the company to which he belongstrue
27Electrik.AIsha_idHashed primary key4d7a30ffb7e178 09271acabafbb50c269 4c14878f352013ca5b0c 997a777b454
28Electrik.AIetl_orgOrganization IdORG000097
29Electrik.AIetl_projectProject IdPR000154
30Electrik.AIetl_create_utc_dttmRecord loaded/created Timestamp in UTC2021-06-13 12:45:42 UTC
31Electrik.AIetl_update_utc_dttmRecord Update Timestamp in UTC2021-06-13 12:45:42 UTC
32Electrik.AIetl_start_utc_dttmEAI Flow Start Timestamp in UTC2021-06-13 12:45:42 UTC
33Electrik.AIetl_flow_nmEAI Flow CodeFL001282
34Electrik.AIetl_flow_instance_idEAI Flow Execution Instance IdFL00AD-201909 10144445424196
IndexCategoryElectrik.AI Column NameDescriptionSample Value
1Metricassociated_ tickets_countTicket Count50
2Dimensionassociation_typeTicket Type
3DimensionattachmentsTicket attachments. The total size of these attachments cannot exceed 20MB.
4Dimensioncc_emailsEmail address added in the ‘cc’ field of the incoming ticket emailmcarollo@jlg.com
5Dimensioncompany_idID of the company to which this ticket belongs300006589
6Dimensioncreated_atTicket creation timestamp2021-08-16T 15:50:47Z
7Dimensioncustom_fieldsKey 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}
8DimensiondeletedSet to true if the ticket has been deleted/trashed. Deleted tickets will not be displayed in any views except the “deleted” filter
9DimensiondescriptionHTML content of the ticket
10Dimensiondescription_textContent of the ticket in plain text
11Dimensiondomain_nameName of the Freshdesk domainicedq.freshdesk.com
12Dimensiondue_byTimestamp that denotes when the ticket is due to be resolved2021-08-16 T15:50:47Z
13DimensionemailEmail address of the requester. If no contact exists with this email address in Freshdesk, it will be added as a new contact.
14Dimensionemail_config_idID of email config which is used for this ticket.
15Dimensionfacebook_idFacebook ID of the requester. A contact should exist with this facebook_id in Freshdesk.
16Dimensionfr_due_byTimestamp that denotes when the first response is due2021-05-24T15:47:22Z
17Dimensionfr_escalatedSet to true if the ticket has been escalated as the result of first response time being breachedTRUE
18Dimensionfwd_emailsEmail address(e)s added while forwarding a ticket[]
19Dimensiongroup_idID of the group to which the ticket has been assigned90123
20DimensionidUnique ID of the ticket
21Dimensioninternal_agent_idInternal Agent ID
22Dimensioninternal_group_idInternal Group Id
23Dimensionis_escalatedSet to true if the ticket has been escalated for any reasonFALSE
24DimensionnameName of the requester
25Dimensionnr_due_byDue Time of a Ticket
26Dimensionnr_escalatedTicket EscalationFALSE
27DimensionphonePhone 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.
28DimensionpriorityPriority of the ticket2
29Dimensionproduct_idID of the product to which the ticket is associated[]
30Dimensionreply_cc_emailsEmail address added while replying to a ticketetldqteam@pim.com
31Dimensionrequester_idUser ID of the requester. For existing contacts, the requester_id can be passed instead of the requester’s email.3045204444
32Dimensionresponder_idID of the agent to whom the ticket has been assigned3018496123
34DimensionsourceThe channel through which the ticket was created2
35DimensionspamSet to true if the ticket has been marked as spamFALSE
36DimensionstatusStatus of the ticket2
37DimensionsubjectSubject of the ticketAzure Databricks connection  inaccurate data
38DimensiontagsTags that have been associated with the ticket[]
39Dimensionticket_cc_emailsTickets cc emails[]
40Dimensionto_emailsEmail addresses to which the ticket was originally sent[]
41Dimensiontwitter_idTwitter handle of the requester. If no contact exists with this handle in Freshdesk, it will be added as a new contact.
42DimensiontypeHelps categorize the ticket according to the different kinds of issues your support team deals with.Question
43Dimensionupdated_atTicket updated timestamp2021-05-24T 19:44:55Z
44Electrik.AIsha_idHashed primary key4d7a30ffb7e178 09271acabafbb50c269 4c14878f352013ca5b0c 997a777b454
45Electrik.AIetl_orgOrganization IdORG000097
46Electrik.AIetl_projectProject IdPR000154
47Electrik.AIetl_create_utc_dttmRecord loaded/created Timestamp in UTC2021-06-13 12:45:42 UTC
48Electrik.AIetl_update_utc_dttmRecord Update Timestamp in UTC2021-06-13 12:45:42 UTC
49Electrik.AIetl_start_utc_dttmEAI Flow Start Timestamp in UTC2021-06-13 12:45:42 UTC
50Electrik.AIetl_flow_nmEAI Flow CodeFL001282
51Electrik.AIetl_flow_ instance_idEAI Flow Execution Instance IdF FL00AD-20190 910144445424196