Sync data from Freshdesk to your warehouse destination via RudderStack.
4 minute read
RudderStack’s Cloud Extract (ETL) product will be sunset on December 1, 2025. See this release note for more details.
Freshdesk is a popular customer support software which provides cutting-edge, cross-channel customer support features including bots and various other self-service solutions.
This document guides you in setting up Freshdesk as a source in RudderStack. Once configured, RudderStack automatically ingests your specified Freshdesk data, which can then be routed to your RudderStack-supported data warehouse destination.
Go to Sources > New source > Cloud Extract and select Freshdesk from the list of sources.
Assign a name to your source and click Continue.
Connection settings
To set up Freshdesk as a Cloud Extract source, you need to configure the following settings:
Domain: Enter your Freshdesk domain from the URL (for example, test.freshdesk.com).
API Key: Enter your Freshdesk API key. Refer to the FAQ section for more information on obtaining the API key.
Requests per minute: Enter the number of requests that Freshdesk can use per minute. The rate limit does not allow more than 50 requests per minute per app per Freshdesk account.
Start Date: Enter the date from which RudderStack should import your historical Freshdesk data.
Destination settings
The following settings specify how RudderStack sends the data ingested from Freshdesk to the connected warehouse destination:
Table prefix: RudderStack uses this prefix to create a table in your data warehouse and loads all your Freshdesk data into it.
Note that RudderStack does not add special characters like - or _ to the prefix by default. Hence, you need to specify it while setting the prefix.
Schedule Settings: RudderStack gives you three options to ingest the data from Freshdesk:
Basic: Runs the syncs at the specified time interval.
CRON: Runs the syncs based on the user-defined CRON expression.
Manual: You are required to run the syncs manually.
For more information on the schedule types, refer to the Common Settings guide.
Selecting the data to import
You can choose the Freshdesk data you want to ingest by selecting the required resources:
The below table mentions the syncs and API endpoints supported by these resources from Freshdesk to your warehouse destination:
Resource
Supported sync mode
Primary key
Freshdesk API endpoint
time_entries
Full Refresh
id
/time_entries
tickets
Incremental
id
/tickets
ticket_fields
Full Refresh
id
/ticket_fields
surveys
Full Refresh
id
/surveys
solution_folders
Full Refresh
id
/solutions/categories/[id]/folders
solution_categories
Full Refresh
id
/solutions/categories
solution_articles
Full Refresh
id
/solutions/folders/[id]/articles
sla_policies
Full Refresh
id
/sla_policies
settings
Full Refresh
primary_language
/settings/helpdesk
scenario_automations
Full Refresh
id
/scenario_automations
satisfaction_ratings
Incremental
id
/surveys/satisfaction_ratings
roles
Full Refresh
id
/roles
products
Full Refresh
id
/products
groups
Full Refresh
id
/groups
email_mailboxes
Full Refresh
id
/email/mailboxes
email_configs
Full Refresh
id
/email_configs
discussion_topics
Full Refresh
id
/discussions/forums/[id]/topics
discussion_forums
Full Refresh
id
/discussions/categories/[category_id]/forums
discussion_comments
Full Refresh
id
/discussions/topics/[id]/comments
discussion_categories
Full Refresh
id
/discussions/categories
conversations
Semi-Incremental
id
/tickets/[id]/conversations
contacts
Incremental
id
/contacts
companies
Full Refresh
id
/companies
canned_responses
Full Refresh
id
/canned_response_folders/[id]/responses
canned_response_folders
Full Refresh
id
/canned_response_folders
business_hours
Full Refresh
id
/business_hours
agents
Full Refresh
id
/agents
For more information on the Full Refresh, Semi-Incremental, and Incremental sync modes, refer to the Common Settings guide.
Freshdesk is now configured as a source. RudderStack will start ingesting data from Freshdesk as per your specified schedule and frequency.
You can further connect this source to your data warehouse by clicking on Add Destination:
Use the Use Existing Destination option if you have an already-configured data warehouse destination in RudderStack. To configure a data warehouse destination from scratch, select the Create New Destination button.
FAQ
Where can I find the Freshdesk API Key?
To get your Freshdesk API key, follow these steps:
Click your profile in the top right section of the dashboard and go to Profile Settings.
You can find the Freshdesk API key in the right sidebar:
Is it possible to have multiple Cloud Extract sources writing to the same schema?
Yes, it is.
RudderStack associates a table prefix for every Cloud Extract source writing to a warehouse schema. This way, multiple Cloud Extract sources can write to the same schema with different table prefixes.
How does RudderStack count the events for Cloud Extract sources?
RudderStack counts the number of records returned by the source APIs when queried during each sync. It considers each record as an event.
How does RudderStack set the table name for the data sent via Cloud Extract sources?
RudderStack sets the table name for the resource you are syncing to the warehouse by adding rudder_ to the Table prefix you set while configuring your Cloud Extract source in the dashboard.
For example, if you set test_ as the Table prefix in the dashboard, RudderStack sets the table name as test_rudder_<resource_name>, where <resource_name> is the name of the resource you are syncing (for example, contacts, messages, etc.).
Note that RudderStack does not add the character _ to the prefix by default. Hence, you need to specify it while setting the prefix.
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