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Domo Knowledge Base

Freshdesk Connector

Intro

Freshdesk is an online help desk software program that integrates traditional support channels such as email, phone, chat, and the web with new social channels. Use Domo's Freshdesk connector to track and improve your customer experience with solutions, contacts and product data. To learn more about the Freshdesk API, visit their page (https://freshdesk.com/api).

You connect to your Freshdesk account in the Data Center. This topic discusses the fields and menus that are specific to the Freshdesk connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

Prerequisites

To connect to your Freshdesk account and create a DataSet, you must have the following:

  • A Freshdesk API token 

  • The domain of your Freshdesk instance

Connecting to Your Freshdesk Account

This section enumerates the options in the Credentials and Details panes in the Freshdesk Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

Credentials Pane

This pane contains fields for entering credentials to connect to your Freshdesk account. The following table describes what is needed for each field:  

Field

Description

API Token

Enter your Freshdesk API token.

Domain

Enter the URL of  your company Freshdesk instance.

Once you have entered valid Freshdesk credentials, you can use the same account any time you go to create a new Freshdesk DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.

Details Pane

This pane contains a primary Reports menu, along with various other menus which may or may not appear depending on the report type you select.

Menu

Description

Report

Select the Freshdesk report you want to run. The following reports are available:

All Groups

Retrieves a list of groups in your account.

All Solution Articles

Retrieves a list of solution articles in your account.

All Solution Categories

Retrieves a list of solution categories in your account.

All Solution Folders

Retrieves a list of solution folders in your account.

Comments in Topics

Retrieves a list of comments in topics in your account.

Email Config

Retrieves email configuration details.

Forums in Categories

Retrieves a list of forums in categories in your account.

List Agents

Retrieves a list of agents.

List All Business Hours

Retrieves a list of business hours.

List All Contacts

Retrieves a list of contacts in your account.

List All Time Entries

Retrieves a list of time entries in your account.

List Companies

Retrieves a list of companies in your account.

List Conversation Tickets

Retrieves a list of conversation tickets in your account.

List Entries Tickets

Retrieves a list of entry tickets in your account.

List Forum Categories

Retrieves a list of forum categories in your account.

List Roles

Retrieves a list of roles in your account.

List Satisfaction Rating Tickets

Retrieves a list of satisfaction rating tickets in your account.

List Tickets

Retrieves a list of tickets in your account.

Products

Retrieves a list of products in your account.

Satisfaction Ratings

Retrieves a list of satisfaction ratings in your account.

SLA Policies

Retrieves a list of SLA policies in your account.

Surveys

Retrieves a list of surveys in your account.

Topics in Forums

Retrieves a list of forum topics in your account.

Select Forum

Select the forum you want to retrieve information for.

Select Forum Category

Select the forum category you want to retrieve information for.

Execution Duration 

Select whether you want to pull data for a specific date or a date range. 

Report Date 

Select whether the report data is for a specific date or for a relative number of days back from today. 

Select Specific Date 

Select the date for the report. 

Days Back

Enter the number of past days that should appear in the report.  

Start Date

Specify whether the first date in your date range is a specific or relative date. You select the last date in your range in End Date

End Date

Specify whether the second date in your date range is a specific or relative date. You select the first date in your range in Start Date.  

Select Specific Start Date

Select the first date in your date range. 

Select Specific End Date

Select the second date in your date range. 

Days Back to Start From

Enter the number of the farthest day back that should be represented in the report. Combine with Days Back to End At to create a range of represented days.

For example, if you entered 10 for Days Back to Start From and 5 for Days Back to End At, the report would contain data for 10 days ago up until 5 days ago.

Days Back to End At

Enter the number of the most recent day back that should be represented in the report. Combine with Days Back to Start From to create a range of represented days.

For example, if you entered 10 for Days Back to Start From and 5 for Days Back to End At, the report would contain data for 10 days ago up until 5 days ago.

Ticket Display Number

Enter the display number of the ticket you want to retrieve information for.

Ticket Filter

Select a filter for the tickets in your report. If you do not want to filter tickets, select All.

Date Since

Select whether you want to pull data for a specific date (Specific) or a set number of days back (Relative).

Specific Date

Select the date you want to pull data for in the date picker.

Days Back

Enter the number of days back you want this report to pull data for each time it runs. For example, if you entered 5, the report would pull data for 5 days ago each time it ran.

Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.

FAQs

Can I use the same account multiple times to create DataSets?

Yes.

How often can the data be updated?

As often as needed.

Are there any API limits I should be aware of?

No.