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Freshdesk Reader

Note

This adapter is in preview and is available on Striim Developer only. See Striim Developer for more information.

Freshdesk is a cloud-based customer support software that helps businesses manage customer service interactions efficiently. It provides ticket management, multi-channel support, AI-powered automation, and self-service tools. Designed for teams of all sizes, Freshdesk enables seamless customer communication, reduces response times, and improves overall support quality.

The Freshdesk Reader connects to the Freskdesk platform and reads supported objects.

Feature summary

Feature

Supported?

Notes

Objects

Standard objects

✓

Custom objects

✓

Authentication

Basic authentication

Username and password

OAuth authentication

Manual configuration based

Custom authentication methods

✓

Not all methods may be supported

Operations

Automated mode

✓

Initial load

✓

Pull-based incremental load

✓

Push-based incremental load

Automated pipeline

Governance

Connection profile

Sherlock AI

Sentinel AI

Schema handling

Initial schema creation

✓

Works with supported targets

Schema evolution

Setup

Wizard template

Flow Designer

✓

Striim TQL

✓

Runtime

Resilience/recovery

✓

Parallel execution

Metrics

✓

Standard metrics

Supported authentication method

The Freshdesk Reader supports bearer token authentication using an API key. The key is associated with your Freskdesk account and allows access to the resources you are authorized to use. You can find your API key in your Freshdesk account under Profile Settings.

Supported objects

The following are the supported objects for reading from Freshdesk:

  • Agents

  • BusinessHours

  • CannedResponses

  • CannedResponsesFolder

  • Companies

  • Contacts

  • Conversations

  • CustomObjects

  • Groups

  • Mailboxes

  • Products

  • Roles

  • SLAPolicies

  • Skills

  • Surveys

  • TicketActivities

  • TicketCreationAutomationRules

  • TicketFields

  • TicketProperties

  • TicketUpdatesAutomationRules

  • Tickets

  • TimeEntries

  • TimeTriggersAutomationRules

Freshdesk Reader properties

Property

Type

Default value

Notes

Domain

String

The domain used for accessing your Freshdesk account. For example, in your URL: https://{domainValue}.freshdesk.com.

API key

Password

The API key used for accessing your Freshdesk account. You can find the API key in Freshdesk by going to Profile Settings > API Key.

Connection pool size

Integer

20

Specifies the maximum number of active connections.

Exclude tables

String

A list of tables excluded from read operations. Typically used to create a list of exceptions when the Tables property includes wildcards. Misconfiguration of the Tables and Exclude Tables properties can cause "Invalid table names" errors.

Incremental load marker

String

The incremental load marker is a unique incremental column in each object used for incremental load. When no marker is specified, tables are resynced at each polling interval.

Specify the name of the column that contains the start position value. This column must meet the following criteria:

  • It should have an integer or timestamp data type (for example, a creation timestamp or an employee ID).

  • The values must be unique and continuously increasing to ensure proper incremental reading.

Migrate schema

Boolean

False

Only available in Initial Load or Automated mode. Set to True to enable initial schema migration, which propagates the object schema from the source to the target.

Mode

Select list:

  • Automated mode

  • Initial load

  • Incremental load

Automated

Automated mode applies incremental updates to objects that support incremental load and performs full resyncs for objects that do not support incremental load.

Polling interval

Integer

5m

Specifies an interval as an integer followed by a unit. Supported units are days (d), hours (h), minutes (m), or seconds (s). The reader polls the source at the specified interval.

Start Position

String

%=-1

Value of the incremental load marker that defines the initial reading position.

Tables

String

A semicolon-delimited (;) list of objects to read from the source. Supports the % wildcard. Misconfiguration of the Tables and Exclude Tables properties can cause "Invalid table names" errors. Do not modify this property when recovery is enabled for the application.

Thread pool count

Integer

10

The number of parallel running threads. The default value of zero specifies single-threaded operation.

When the value of the thread pool counter is higher than the connection pool size, large data ingestion operations can cause the app to halt. Since best performance is achieved when using one thread for each table being synced, increasing the size of the connection pool to match the number of threads in use is a performance best practice.