Freshdesk

Freshdesk API

Configuration Parameters

Any instance where an entry in the below configuration has a leading $ represents a parameter that needs to be replaced with a static value.

Parameters in this document:

$api_key - The API Key will provide access to the Freshdesk API. Your API Key can be located by doing the following:
- Navigate to your Support Portal and click on your profile picture in the top righthand corner
- Navigate to the Profile settings page where you will find your API Key below the change password section
$domain - The Domain represents the portion of your Freshdesk account's URL which identifies your account name. For example, if your Freshdesk portal URL is panoply.freshdesk.com, then the value of this parameter would be panoply.
$resource_name - The Resource Name represents the name of the resource to be appended and used as part of the Destination Table name. The value that should be used here can be found in the API Resources table below.
$endpoint - The Endpoint represents the data that you would like to ingest into Panoply from the Freshdesk API. The value that should be used here can be found in the API Resources table below.
$incremental_starting_value - The Incremental Starting Value represents the earliest date that data should be collected for, given in yyyy-mm-DDT00:00:00Z format. For example, if you would like your historical data to go back to the start of 2021, this value would be set to 2021-01-01T00:00:00Z.

API Resources

For a list of API Resources available for Freshdesk, please refer to the list of endpoints found below:

Resource	$resource_name	$endpoint
Agents	agents	api/v2/agents
Business Hours	business_hours	api/v2/business_hours
Canned Response Folders	canned_response_folders	canned_response_folders
Companies	companies	api/v2/companies
Contacts	contacts	api/v2/contacts
Email Configurations	email_configs	api/v2/email_configs
Email Mailboxes	email_mailboxes	api/v2/email/mailboxes
Forum Categories	forum_categories	api/v2/discussions/categories
Groups	groups	api/v2/groups
Products	products	api/v2/products
Roles	roles	api/v2/roles
Scenario Automations	scenario_automations	scenario_automations.json
Skills	skills	api/v2/admin/skills
SLA Policies	sla_policies	api/v2/sla_policies
Solution Categories	solution_categories	api/v2/solutions/categories
Surveys	surveys	api/v2/surveys
Tickets	tickets	api/v2/tickets
Ticket Forms	ticket_forms	api/v2/ticket-forms
Time Entries	time_entries	api/v2/time_entries

Connector configuration

Base url: https://$domain.freshdesk.com/$endpoint
Method: GET
URL Parameters: per_page=100

Incremental Collections

For the Companies, Contacts, Tickets, and Time Entries resources, the following must be included as part of the URL Parameters value to allow for incremental collections:

Companies: updated_since={incval}
Contacts: updated_since={incval}
Tickets: updated_since={incval}

Additional URL Parameters

Some resources allow for Additional URL Parameters to be provided as part of the URL Parameters entry to further specify the API call and impact the response that is ultimately ingested into Panoply.

Additional URL Parameters that are available will vary with each Resource, and can be found under the Filter By section of each Resource's page that is linked in the above API Resources table. Each Additional URL Parameter should be appended using a & separator, such as an example for the Contacts resource of pageSize=100&updated_since={incval}&state=verified.

Destination Table naming convention is ultimately up to you as the data owner. One common structure used for this API is freshdesk_$resource_name

Authorization

Authorization: Basic Auth
Username: {api_key}
Password: Panoply

Variables

Secured Variables:

Variable name	Variable value
api_key	$api_key

Pagination

Get next page value: Static (integer to be incremented)
Start page: 1
Page step: 1
Use next page value: As a URL parameter value
URL/body key: page
Stop iterating when: Empty data

Advanced Settings

Errors waiting time: 429=60

Incremental Key

Only Applicable for Companies, Contacts, and Tickets resources. For all other resources, leave this section empty.

Incremental Key:
Column name Column value
updated_at $incremental_starting_value