Freshdesk

Freshdesk is a cloud-based customer service platform that helps businesses manage customer support via multiple channels including email, phone, websites, and social media.

Bruin supports Freshdesk as a source for Ingestr assets, and you can use it to ingest data from Freshdesk into your data warehouse.

In order to set up Freshdesk connection, you need to add a configuration item to connections in the .bruin.yml file and in asset file.

Follow the steps below to correctly set up Freshdesk as a data source and run ingestion.

Configuration

Step 1: Add a connection to .bruin.yml file

To connect to Freshdesk, you need to add a configuration item to the connections section of the .bruin.yml file. This configuration must comply with the following schema:

connections:
  freshdesk:
    - name: "my_freshdesk"
      domain: "my_company"
      api_key: "your_api_key"

• domain: The domain of your Freshdesk account, found in your account URL. For example, if your account URL is https://my_company.freshdesk.com/, then my_company is your domain.
• api_key: The API token used for authentication with Freshdesk.

Setting up a Freshdesk integration: Freshdesk requires a few steps to set up an integration, please follow the dltHub setup guide.

Step 2: Create an asset file for data ingestion

To ingest data from Freshdesk, you need to create an asset configuration file. This file defines the data flow from the source to the destination. Create a YAML file (e.g., freshdesk_ingestion.yml) inside the assets folder and add the following content:

name: public.freshdesk
type: ingestr
connection: postgres

parameters:
  source_connection: my_freshdesk
  source_table: 'contacts'

  destination: postgres

• name: The name of the asset.
• type: Specifies the type of the asset. Set this to ingestr to use the ingestr data pipeline.
• connection: This is the destination connection, which defines where the data should be stored. For example: postgres indicates that the ingested data will be stored in a Postgres database.
• source_connection: The name of the Freshdesk connection defined in .bruin.yml.
• source_table: The name of the data table in Freshdesk that you want to ingest.

Available Source Tables

Table	PK	Inc Key	Inc Strategy	Details
agents	id	updated_at	merge	Retrieves users responsible for managing and resolving customer inquiries and support tickets
companies	id	updated_at	merge	Retrieves customer organizations or groups that agents support
contacts	id	updated_at	merge	Retrieves individuals or customers who reach out for support
groups	id	updated_at	merge	Retrieves agents organized based on specific criteria
roles	id	updated_at	merge	Retrieves predefined sets of permissions that determine what actions an agent can perform
tickets	id	updated_at	merge	Retrieves customer inquiries or issues submitted via various channels like email, chat, phone, etc.
tickets:<query>	id	updated_at	merge	Executes the Freshdesk ticket filter query while preserving incremental sync. Maximum results: 300 tickets.

Step 3: Run asset to ingest data

bruin run assets/freshdesk_ingestion.yml

As a result of this command, Bruin will ingest data from the given Freshdesk table into your Postgres database.