Getting Started

This page provides a guide to Establishing a Connection to Freshdesk in CData Cloud, as well as information on the available resources, and a reference to the available connection properties.

Connecting to Freshdesk

Establishing a Connection shows how to authenticate to Freshdesk and configure any necessary connection properties to create a database in CData Cloud

Accessing Data from CData Cloud Services

Accessing data from Freshdesk through the available standard services and CData Cloud administration is documented in further details in the CData Cloud Documentation.

Establishing a Connection

Connect to Freshdesk by selecting the corresponding icon in the Database tab. Required properties are listed under Settings. The Advanced tab lists connection properties that are not typically required.

Connecting to Freshdesk

Freshdesk makes use of basic authentication. To connect to data, set the following connection properties:

Domain: Set this to the domain associated with your Freshdesk account. For example, in your URL, https://{domainValue}.freshdesk.com, thus the connection string should be:
Domain=domainValue
APIKey: Set this to the API key associated with your Freshdesk account. To retrieve your API key, log in to your support Portal. Click the profile picture in the upper-right corner and select the profile settings page. The API key is available below the change password section to the right.

SSL Configuration

Customizing the SSL Configuration

By default, the Cloud attempts to negotiate SSL/TLS by checking the server's certificate against the system's trusted certificate store.

To specify another certificate, see the SSLServerCert property for the available formats to do so.

Firewall and Proxy

Connecting Through a Firewall or Proxy

HTTP Proxies

To connect through the Windows system proxy, you do not need to set any additional connection properties. To connect to other proxies, set ProxyAutoDetect to false.

In addition, to authenticate to an HTTP proxy, set ProxyAuthScheme, ProxyUser, and ProxyPassword, in addition to ProxyServer and ProxyPort.

Other Proxies

Set the following properties:

To use a proxy-based firewall, set FirewallType, FirewallServer, and FirewallPort.
To tunnel the connection, set FirewallType to TUNNEL.
To authenticate, specify FirewallUser and FirewallPassword.
To authenticate to a SOCKS proxy, additionally set FirewallType to SOCKS5.

Data Model

Overview

This section shows the available API objects and provides more information on executing SQL to Freshdesk APIs.

Key Features

The Cloud models Freshdesk entities as relational tables, allowing you to write SQL to query Freshdesk data.
Live connectivity to these objects means any changes to your Freshdesk account are immediately reflected when using the Cloud.

Tables

Tables describes the available tables. Tables are statically defined to model Tickets, Conversations, Agents, and more.

Tables

The Cloud models the data in Freshdesk as a list of tables in a relational database that can be queried using standard SQL statements.

CData Cloud - Freshdesk Tables


Name	Description
Agents	Update, delete, and query from agents table
BusinessHours	Query from BusinessHours table
CannedResponses	Create, update and query from CannedResponses table
CannedResponsesFolder	Query from CannedResponsesFolder table
Companies	Create, update, delete, and query from companies table
Contacts	Create, update, delete, and query from contacts table
Conversations	Delete, and query from conversations table
Groups	Create, update, delete, and query from groups table
Mailboxes	Create, update, delete, and query from Mailboxes table
Products	Query from products table
Roles	Query from roles table
Skills	Create, update, delete, and query from skills table
SLAPolicies	Query, Create and Update SLAPolicies table
Surveys	Query from surveys table
TicketFields	Query from ticketFields table
Tickets	Create, update, delete, and query from tickets table
TimeEntries	Create, update, delete, and query from TimeEntries table

Agents

Update, delete, and query from agents table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Agents WHERE Id = 100

Note: To query Agents table, All Agent APIs other than the Currently Authenticated Agent API require admin privileges.

Update

Following is an example of how to update an agent:

UPDATE Agents SET GroupIdsAggregate = '111' WHERE Id = 100

Delete

Following is an example of how to delete an agent:

DELETE FROM Agents WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	ID of the agent.
Available	Boolean	True	Indicates if agent is taking new tickets.
GroupIdsAggregate	String	False	Group IDs associated with the agent.
Occasional	Boolean	True	True if this is an occasional agent.
RoleIdsAggregate	String	False	Role IDs associated with the agent.
Signature	String	True	Signature of the agent in HTML format.
SkillIdsAggregate	String	True	Skill ids associated with the agent.
TicketScope	Integer	True	Ticket permission of the agent (1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access).
AgentActive	Boolean	True	Whether or not the agent has been verified.
AgentEmail	String	True	Email address of the agent.
AgentJobTitle	String	True	Job title of the agent.
AgentLanguage	String	True	Language of the agent.
AgentLastLogin	Datetime	True	Last login date of the agent.
AgentMobile	String	True	Mobile phone number of the agent.
AgentName	String	True	Name of the agent.
AgentPhone	String	True	Telephone number of the agent.
AgentTimeZone	String	True	Time zone of the agent.
AgentCreatedAt	Datetime	True	Created at datetime of the agent.
AgentUpdatedAt	Datetime	True	Updated at datetime of the agent.
CreatedAt	Datetime	True	Agent creation timestamp.
UpdatedAt	Datetime	True	Agent updated timestamp.
AvailableSince	Datetime	True	Timestamp that denotes when the agent became available/unavailable.

BusinessHours

Query from BusinessHours table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

Following is an example to select all entries from BusinessHours table:

SELECT * FROM BusinessHours

You can also select a specific entry from BusinessHours table:

SELECT * FROM BusinessHours WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Business hour ID.
Description	String	True	Description of the business hour.
Name	String	True	Name of the business hour.
IsDefault	Boolean	True	True if this is the default business hour.
TimeZone	String	True	Denotes the time zone of the business hour.
business_hours	String	True	Collection of start time and end time of days of a week.
CreatedAt	Datetime	True	Business hour creation timestamp.
UpdatedAt	Datetime	True	Business hour updated timestamp.

CannedResponses

Create, update and query from CannedResponses table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

To query the CannedResponses table, FolderId should be mentioned in the WHERE clause. For example:

SELECT * FROM CannedResponses WHERE FolderId = 100

Insert

FolderId, Visibility, Title and ContentHTML are mandatory columns for Inserting into CannedResponses tables. For example:

INSERT INTO CannedResponses (Title, ContentHTML, Visibility, FolderId) VALUES (Sample response, 'this is also a new sample response', 0, 100)

Update

Following is an example to update a row in CannedResponses table:

UPDATE CannedResponses SET Title = 'Updated title' WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	ID of the canned response.
Content	String	True	Plaintext version of the canned response content.
ContentHTML	String	False	HTML version of the canned response content.
Title	String	False	Title of the canned response.
FolderId	Bigint	False	Id of CannedResponseFolder containing this canned response.
Visibility	Int	False	Denotes the visibility of the canned response. Possible values are: 0- If it is visible to all agents, 1- If it is personal.
CreatedAt	Datetime	True	Canned response creation timestamp.
UpdatedAt	Datetime	True	Canned response updated timestamp.

CannedResponsesFolder

Query from CannedResponsesFolder table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

Following is an example to select all entries from CannedResponsesFolder table:

SELECT * FROM CannedResponsesFolder

You can also select a specific entry from CannedResponsesFolder table:

SELECT * FROM CannedResponsesFolder WHERE Id = 100

Insert

Name is a mandatory columns for Inserting into CannedResponsesFolder table.

INSERT INTO CannedResponsesFolder (Name) VALUES (directoryA)

Update

Following is an example to update CannedResponsesFolder:

UPDATE CannedResponsesFolder SET Name = 'updated name' WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	ID of the canned response folder.
Name	String	False	Name of the canned response folder.
Personal	Boolean	False	Set true if the folder can be accessed only by you.
ResponsesCount	Int	False	Number of canned responses in the folder.
CreatedAt	Datetime	True	Canned response folder creation timestamp.
UpdatedAt	Datetime	True	Canned response folder updated timestamp.

Companies

Create, update, delete, and query from companies table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Companies WHERE CreatedAt >= '2017-10-01' AND CreatedAt <= '2017-10-07'

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

Id
DomainAggregate
CreatedAt
UpdatedAt

Note: To filter all companies created on a specific day (e.g: 2019-09-23), query should be structured as:

WHERE CreatedAt >= '2019-09-22' AND CreatedAt <= '2019-09-24'

Insert

Name is mandatory for creating a new company. Following is an example of creating a new company:

INSERT INTO Companies (Name, Description) VALUES ('Example', 'Example description of new company')

Update

Following is an example of how to update a company:

UPDATE Companies SET Description = 'New description' WHERE Id = 786

Delete

Following is an example of how to delete from Companies table:

DELETE FROM Companies WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
AccountTier	String	False	Classification based on how much value the company brings to your business.
CreatedAt	Datetime	True	Company creation timestamp.
Description	String	False	Description of the company.
DomainsAggregate	String	False	Domains associated with the company.
HealthScore	String	False	The strength of your relationship with the company.
Id [KEY]	Bigint	False	ID of the company.
Industry	String	False	The industry the company serves in.
Name	String	False	Name of the company.
Note	String	False	Any notes about the company.
RenewalDate	Date	False	Date when your contract or relationship with the company is due for renewal.
UpdatedAt	Datetime	True	Company updated timestamp.

Contacts

Create, update, delete, and query from contacts table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Contacts WHERE Active = false AND (Email = '[email protected]' OR CompanyId = 1)

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

Id
Active
CompanyId
Email
Language
Tag
TimeZone
CreatedAt
UpdatedAt

Note: To filter all contacts created on a specific day (e.g: 2019-09-23), query should be structured as:

WHERE CreatedAt >= '2019-09-22' AND CreatedAt <= '2019-09-24'

Insert

Name and Email are mandatory for creating a new contact. Following is an example of creating a new contact:

INSERT INTO Contacts (Name, Email, Language) VALUES ('Example', '[email protected]', 'English')

Update

Following is an example of how to update a contact:

UPDATE Contacts SET Active = true WHERE Id = 786

Delete

Following is an example of how to delete from Contacts table:

DELETE FROM Contacts WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
Active	Boolean	False	True if contact has been verified.
Address	String	False	Address of the contact.
CompanyId	Bigint	False	Id of primary company of the contact.
CreatedAt	Datetime	True	Contact creation timestamp.
Deleted	Boolean	False	True if the contact has been deleted.
Description	String	False	A short description of the contact.
Email	String	False	Email of the contact.
Id [KEY]	Bigint	False	ID of the contact.
JobTitle	String	False	Job title of the contact.
Language	String	False	Language of the contact.
Name	String	False	Name of the contact.
OtherEmailsAggregate	String	False	Additional emails associated with the contact.
Phone	String	False	Telephone number of the contact.
Mobile	String	False	Mobile number of the contact.
TimeZone	String	False	Time zone of the contact.
Tag	String	False	Tag associated with the contact.
UpdatedAt	Datetime	True	Contact updated timestamp.
ViewAllTickets	Boolean	False	True if the contact can see all tickets that are associated with the company to which he belong.
State	String	False	State of the contact.

Conversations

Delete, and query from conversations table

Table Specific Information

Select

To query the Conversations table, TicketId should be mentioned in the WHERE clause. For example:

SELECT * FROM Conversations WHERE TicketId = 100

Note: The Conversations table can only be filtered on TicketId.

Delete

Following is an example of how to delete from the Conversations table:

DELETE FROM Conversations WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	ID of the conversation.
Body	String	False	Content of the conversation in HTML.
BodyText	String	False	Content of the conversation.
FromEmail	String	False	Email address the message was sent from.
Incoming	Boolean	False	True if a particular conversation should appear as being created from outside (i.e., not through web portal)
Private	Boolean	False	True if the note is private
SupportEmail	String	False	Email address from which replies are sent.
Source	Integer	False	Denotes the type of conversation.
TicketId	Integer	False	Ticket id to which conversation is added.
ToEmailsAggregate	String	False	Email addresses of agents/users who need to be notified about this conversation
UserId	Bigint	False	ID of the agent who added conversation.
CreatedAt	Datetime	True	Conversation creation timestamp.
UpdatedAt	Datetime	True	Conversation updated timestamp.

Groups

Create, update, delete, and query from groups table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Groups WHERE Id = 100

Note: Only users with admin privileges can access this Table.

Insert

Name is a mandatory column for inserting into Groups table. For example:

INSERT INTO Groups (Name, Description, AutoTicketAssign) VALUES ('Example', 'Example Description...', false)

Update

Following is an example of how to update a group:

UPDATE Groups SET Description = 'New description...' WHERE Id = 100

Delete

Following is an example of how to delete from Groups table:

DELETE FROM Groups WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
AgentIdsAggregate	String	False	IDs of the agents in the group.
AutoTicketAssign	Integer	False	Whether automatic ticket assignment is enabled or not, and which type.
BusinessHourId	Bigint	False	Unique ID of the business hour of the group.
CreatedAt	Datetime	True	Group created timestamp.
Description	String	False	Description of the group.
EscalateTo	Bigint	False	ID of user to whom an escalation email is sent.
Id [KEY]	Bigint	False	ID of the group.
Name	String	False	Name of the group.
UnassignedFor	String	False	Time after which escalation email is sent.
UpdatedAt	Datetime	True	Group updated timestamp.

Mailboxes

Create, update, delete, and query from Mailboxes table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

Following is an example to select all entries from Mailboxes table:

SELECT * FROM Mailboxes

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The filters listed can also be combined using AND OR. The following columns can be used:

Id
SupportEmail
ForwardEmail
ProductId
GroupId
Active

Insert

SupportEmail and MailboxType are mandatory to Insert into Mailboxes table. For instance:

INSERT INTO Mailboxes (SupportEmail, Name, MailboxType) VALUES ('[email protected]', 'Test', 'freshdesk_mailbox')

Update

Following is an example of how to update Mailboxes table:

UPDATE Mailboxes SET Name = 'Test mailbox' WHERE Id = 786

Delete

Following is an example of how to delete from the Mailboxes table:

DELETE FROM Mailboxes WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Unique ID of the email mailbox.
AccessType	String	False	Denotes if the mailbox is to be used for incoming, outgoing or both.Takes the values
Active	Boolean	True	True if the mailbox is verified and activated.
Authentication	String	False	Denotes the type of authentication that should be used authenticate the mailbox. It can be plain/login/CRAM-MD5.
CustomMailbox	String	False	Mandatory if the mailbox is of the type custom mailbox. This field contains the incoming and/or outgoing configurations of the mailbox based on what access type is set.
DefaultReplyEmail	Boolean	False	True if the email associated to a product, is the primary email.
DeleteFromServer	Boolean	False	If set to true, Freshdesk is given the permission to delete the email from the mailbox after the ticket is created.
FailureCode	String	True	Denotes the failure message if any in the custom incoming mailbox.
ForwardEmail	String	True	Denotes the email address to which your support emails gets forwarded.
FreshdeskMailbox	String	True	If the mailbox is of the type Freshdesk mailbox this field contains the forward email to which your support emails gets forwarded.
GroupId	Bigint	False	Denotes the group ID to which the email is associated.
Incoming	String	False	Contains the incoming configuration of the custom mailbox.
MailServer	String	False	Denotes the server used by incoming and/or outgoing configurations of the mailbox.
MailboxType	String	False	Denotes if the mailbox uses a Freshdesk mailbox or a custom mailbox setup by the customer. It takes the values
Name	String	False	Name of the email mailbox.
Outgoing	String	True	Contains the outgoing configuration of the custom mailbox.
Password	String	False	Denotes the password that will be used to authenticate the custom mailbox.
Port	Int	False	Denotes the port used by incoming and/or outgoing configurations of the mailbox.
ProductId	Int	False	Denotes the product ID to which the email is associated.
SupportEmail	String	False	Denotes your support email address.
UseSSL	Boolean	False	Denotes if the incoming and/or outgoing configuration should use ssl while authenticating the mailbox.
Username	String	False	username.
CreatedAt	Datetime	True	Mailbox creation timestamp.
UpdatedAt	Datetime	True	Mailbox updated timestamp.

Products

Query from products table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

Following is an example to select all entries from Products table:

SELECT * FROM Products

You can also select a specific entry from Products table:

SELECT * FROM Products WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Product ID.
Description	String	True	Description of the product.
Name	String	True	Name of the product.
CreatedAt	Datetime	True	Product creation timestamp.
UpdatedAt	Datetime	True	Product updated timestamp.

Roles

Query from roles table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Roles WHERE Id = 100

Note: Only users with admin privileges can access the following Table. Following is an example of selecting a role:

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Role ID.
Description	String	False	Description of the role.
Name	String	False	Name of the role.
Default	Boolean	False	Indicates if role is default.
CreatedAt	Datetime	True	Role creation timestamp.
UpdatedAt	Datetime	True	Role updated timestamp.

Skills

Create, update, delete, and query from skills table

Table Specific Information

Select

Following is an example to select all entries from Skills table:

SELECT * FROM Skills

You can also select a specific entry from Skills table:

SELECT * FROM Skills WHERE Id = 73000001322

Insert

Name is mandatory for creating a new skill. Following is an example of creating a new skill:

INSERT INTO Skills (Name) VALUES ('Example')

Update

Following is an example of how to update a skill:

UPDATE Skills SET Name = 'New name' WHERE Id = 73000001322

Delete

Following is an example of how to delete from Skills table:

DELETE FROM Skills WHERE Id = 73000001322

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	ID of the skill.
Name	String	False	Name of the skill.
Rank	String	True	Position/Rank of the skill.
Agents	String	False	Agents associated with the skill.
MatchType	String	True	Match type for conditions.
Conditions	String	False	Conditions of the skill.
CreatedAt	Datetime	True	Skills creation timestamp.
UpdatedAt	Datetime	True	Skills updated timestamp.

SLAPolicies

Query, Create and Update SLAPolicies table

Table Specific Information

Note: Only users with admin privileges can access the following Table.

Select

Following is an example to select all entries from SLAPolicies table:

SELECT * FROM SLAPolicies

You can also select a specific entry from SLAPolicies table:

SELECT * FROM SLAPolicies WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Business hour ID.
active	Boolean	False	True if the SLA policy is active.
Description	String	False	Description of the business hour.
IsDefault	Boolean	False	True if this is the default business hour.
Name	String	False	Name of the business hour.
Position	Int	False	Denotes the order of the SLA policy. If you have configured multiple SLA policies, the first one with matching conditions will be applied to a ticket.
SLATarget	String	False	Key value pair containing the object and the array of object IDs denoting the priorities and the applicable conditions. 'priority_4' - urgent, 'priority_3' - high, 'priority_2' - medium, 'priority_1' - low is mandatory and needs to be passed in the same order.
ApplicableTo	String	False	Key value pair containing the 'company_ids', 'group_ids', 'sources', 'ticket_types', 'product_ids' denoting the conditions based on which the SLA policy is to be applied. One of them is mandatory
Escalation	String	False	Nested collection of key value pairs containing the 'response' and 'resolution' denoting who to escalate to and when. One of them is mandatory
CreatedAt	Datetime	True	Creation timestamp.
UpdatedAt	Datetime	True	Updated timestamp.

Surveys

Query from surveys table

Table Specific Information

Select

Following is an example to select all entries from Surveys table:

SELECT * FROM Surveys

You can also select a specific entry from Surveys table:

SELECT * FROM Surveys WHERE Id = 73000092562

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Survey ID.
Title	String	True	Title of the survey.
Questions	String	False	Questions associated with the survey.
CreatedAt	Datetime	True	Survey creation timestamp.
UpdatedAt	Datetime	True	Survey updated timestamp.

TicketFields

Query from ticketFields table

Table Specific Information

Note: Users whose credentials (identified by the API key) are used to access the Table should be authorised to either view the ticket fields or create a new ticket.

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support client side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed server side within the Cloud. For example, the following query is processed server side:

SELECT * FROM TicketFields WHERE Type = 'default_requester'

The Freshdesk API allows only the following column(s) to be used as filter criteria in the WHERE clause:

Type

Insert

Label, LabelForCustomers and Type are mandatory columns for Inserting into TicketFields table.

INSERT INTO TicketFields (Label, LabelForCustomers, Type) VALUES ('labelA', 'labelA', custom_text)

Update

Following is an example to update TicketFields:

UPDATE TicketFields SET Label = 'updated label' WHERE Id = 100

Delete

Following is an example to delete a TicketFields:

DELETE FROM TicketFields WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	True	ID of the ticket field.
Choices	String	False	List of values supported by the field.
CreatedAt	Datetime	True	Ticket field creation timestamp.
CustomersCanEdit	Boolean	False	Set to true if the field can be updated by customers.
Default	Boolean	True	Set to true if the field is not a custom field.
Description	String	True	Description of the ticket field
DisplayedToCustomers	Boolean	False	Set to true if the field is displayed in the customer portal.
Label	String	False	Display name for the field (as seen by agents).
LabelForCustomers	String	False	Display name for the field (as seen in the customer portal).
Name	String	True	Name of the ticket field.
NestedTicketFields	String	True	Applicable only for dependent fields, this contain details of nested fields.
PortalCc	Boolean	True	Applicable only for the requester field. Set to true if customer can add additional requesters to a ticket.
PortalCcTo	String	True	Applicable only if portal_cc is set to true. Value will be 'all' when a customer can add any requester to the CC list and 'company' when a customer can add only company contacts to the CC list.
Position	Integer	False	Position in which the ticket field is displayed in the form.
RequiredForAgents	Boolean	False	Set to true if the field is mandatory for Agents.
RequiredForClosure	Boolean	False	Set to true if the field is mandatory for closing the ticket.
RequiredForCustomers	Boolean	False	Set to true if the field is mandatory in the customer portal.
Type	String	False	For custom ticket fields, type of value associated with the field will be given (Available values are: custom_text, custom_paragraph, custom_checkbox, custom_number, custom_date, custom_decimal, nested_field, custom_dropdown, encrypted_text, secure_text)
UpdatedAt	Datetime	True	Ticket field updated timestamp.

Tickets

Create, update, delete, and query from tickets table

Table Specific Information

Select

The Cloud will use the Freshdesk API to process WHERE clause conditions built with the following columns and operators. Most of the columns support server side filtering with the following operators: =,>,<,<=,>=,AND,OR. The rest of the filter is executed client side within the Cloud. For example, the following query is processed server side:

SELECT * FROM Tickets WHERE Status = 2 AND (Priority = 1 OR Type = 'Other')

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

Id
AgentId
GroupId
Priority
Status
Tag
Type
DueBy
FirstResponseDueBy
CreatedAt
UpdatedAt

Insert

Email, Subject, Description, GroupId, Status and Priority are mandatory columns for Inserting/Creating a new ticket.

Every ticket uses fixed numerical values to denote its Status and Priority. Numerical values are given as:

Status:

Open = 2
Pending = 3
Resolved = 4
Closed = 5

Priority:

Low = 1
Medium = 2
High = 3
Urgent = 4

A new ticket can be inserted as following:

INSERT INTO Tickets (Description, Subject, Email,  GroupId, Status, Priority) VALUES ('Details about the issue...', 'New support needed...', '[email protected]', 12345, 3, 2)

Update

Following is an example to update a ticket:

UPDATE Tickets SET Priority = 1 WHERE Id = 100

Delete

Following is an example to delete a ticket:

DELETE FROM Tickets WHERE Id = 100

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Integer	False	Unique ID of the ticket.
AssociationType	String	False	Association type of the ticket.
Archived	Boolean	False	Whether or not the ticket has been archived.
Attachments	String	False	attachments associated with ticket.
CcEmailsAggregate	String	False	Email address added in cc field.
CompanyId	Bigint	False	ID of the company to which ticket belongs.
CreatedAt	Datetime	False	Ticket creation timestamp.
CustomFields	String	False	Key value pairs containing the names and values of custom fields
Deleted	Boolean	False	Whether or not the ticket has been deleted.
Description	String	False	HTML content of the ticket.
DescriptionText	String	False	Text content of the ticket.
DueBy	Datetime	False	Timestamp that denotes when the ticket is due to be resolved.
Email	String	False	Email address of the requester.
EmailConfigId	Bigint	False	ID of the email config used for the ticket.
FacebookId	String	False	Facebook ID of the requester.
FirstResponseDueBy	Datetime	False	Time when first response is due.
FirstReSponseEscalated	Boolean	False	If ticket has been escalated as result of response.
FwdEmailsAggregate	String	False	Email address while forwarding a ticket.
GroupId	Bigint	False	Group ID to which the ticket has been assigned.
IsEscalated	Boolean	False	If ticket has been escalated for some reason.
Name	String	False	Name of the requester.
Phone	String	False	Phone number of the requester.
Priority	Integer	False	Priority of the ticket.
ProductId	Bigint	False	ID of the product associated with the ticket.
ReplyCcEmailsAggregate	String	False	Email address added while replying.
RequesterId	Bigint	False	ID of the requester of the ticket.
ResponderId	Bigint	False	ID of the agent assigned to the ticket.
Source	Integer	False	Channel throught which ticket was created.
Spam	Boolean	False	If ticket has been marked as spam.
Status	Integer	False	Status of the ticket.
Subject	String	False	Subject of the ticket.
TagsAggregate	String	False	Tags associated with ticket.
ToEmailsAggregate	String	True	Email address to which ticket was sent.
Type	String	False	Category/type of the ticket.
UpdatedAt	Datetime	True	Ticket updated timestamp.
AgentRespondedAt	Datetime	True	Timestamp for when agent last responded to the ticket
RequesterRespondedAt	Datetime	True	Timestamp for when Customer last responded to the ticket
FirstRespondedAt	Datetime	True	Timestamp for when agent first responded to the ticket
StatusUpdatedAt	Datetime	True	Timestamp for when status of the ticket was updated
ReopenedAt	Datetime	True	Timestamp for when the ticket was reopened
ResolvedAt	Datetime	True	Timestamp for when the ticket was resolved
ClosedAt	Datetime	True	Timestamp for when the ticket was closed
PendingSince	Datetime	True	Timestamp since the ticket is pending

TimeEntries

Create, update, delete, and query from TimeEntries table

Table Specific Information

Select

Following is an example to select all entries from TimeEntries table:

SELECT * FROM TimeEntries

The API allows only a subset of columns to be used as filter criteria in the WHERE clause. The following columns can be used:

AgentId
Billable
ExecutedAt

Insert

TicketId is mandatory to INSERT into the TimeEntries table. For instance:

INSERT INTO TimeEntries (TicketId, Note, AgentId) VALUES ('255', 'Invoice Information', '122')

Note:

The TicketId is required field to INSERT into TimeEntries table.
Default value for Billable is true.
If the TimeSpent attribute and the TimerRunning attribute are not specified, then the TimerRunning attribute will automatically be set to 'true'.
If the StartTime is specified and the TimerRunning attribute is not specified, then the TimerRunning attribute will automatically be set to 'true'.
The StartTime cannot be greater than the current time.
The StartTime cannot be given in the query if the TimerRunning attribute is set to 'false'

Update

Following is an example of how to update TimeEntries table:

UPDATE TimeEntries SET Billable = 'true' WHERE Id = 786

Note:

The StartTime cannot be updated if the timer is already running.
The StartTime cannot be be updated unless the timer_running attribute is updated from 'true' to 'false'.
The StartTime cannot be greater than the current time.
The TimerRunning attribute cannot be set to the same value as before.
The AgentId cannot be updated if the timer is already running.

Delete

Following is an example of how to delete from the TimeEntries table:

DELETE FROM TimeEntries WHERE Id = 786

Columns


Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Unique ID of the time entry.
AgentId	Bigint	False	The ID of the agent to whom this time-entry is associated.
Billable	Boolean	False	Set to true if the time entry is billable.
ExecutedAt	Datetime	False	Time at which this time-entry was added/created.
Note	String	False	Description of the time entry.
StartTime	Datetime	False	The time at which the time-entry is added or the time of the last invoked
TicketId	Bigint	True	The ID of the ticket to which this time entry is associated.
TimeSpent	String	False	The duration in hh:mm format.
TimerRunning	Boolean	False	True if the timer is currently running.
CreatedAt	Datetime	True	Time Entry created timestamp.
UpdatedAt	Datetime	True	Time Entry updated timestamp.

Views

Views are similar to tables in the way that data is represented; however, views are read-only.

Queries can be executed against a view as if it were a normal table.

CData Cloud - Freshdesk Views


Name	Description
CustomObjects	Retrieve the available Custom Objects in FreshDesk.
TicketActivities	Query the TicketActivities view.
TicketProperties	Query the TicketProperties view.

CustomObjects

Retrieve the available Custom Objects in FreshDesk.

Table Specific Information

Select

Following is an example to select all entries from the CustomObjects table:

SELECT * FROM CustomObjects

You can also select a specific entry from the CustomObjects table:

SELECT * FROM CustomObjects WHERE Id = 11704

Columns


Name	Type	Description
Name	String	Name of the custom object.
Id [KEY]	Bigint	Id of the custom object.
Fields	String	Fields of the custom object.
Description	String	Description of the custom object.

TicketActivities

Query the TicketActivities view.

Table Specific Information

Select

Following is an example to select all entries from the TicketActivities table:

SELECT * FROM TicketActivities

Columns


Name	Type	Description
TicketId	Bigint	Ticket Id of the ticket activity.
PerformerId	Bigint	Performer Id of the ticket activity.
PerformerType	String	Performer Type of the ticket activity.
PerformedAt	Datetime	Performed At of the ticket activity.
Status	String	Status of the ticket activity.
AgentId	Bigint	Agent Id of the ticket activity.
Group	String	Status of the ticket activity.
Priority	String	Priority of the ticket activity.
RequesterId	Bigint	Requester Id of the ticket activity.
TicketType	String	Ticket Type of the ticket activity.
Source	String	Source of the ticket activity.

TicketProperties

Query the TicketProperties view.

Columns


Name	Type	Description
TicketId	Bigint	Ticket Id of the ticket property.
Subject	String	Subject of the ticket property.
Status	String	Status of the ticket property.
Priority	String	Priority of the ticket property.
Source	String	Source of the ticket property.
Type	String	Type of the ticket property.
Agent	String	Agent of the ticket property.
Group	String	Status of the ticket property.
CreatedTime	Datetime	Created Time of the ticket property.
ResolvedTime	Datetime	Resolved Time of the ticket property.
ClosedTime	Datetime	Closed Time of the ticket property.
TimeTracked	String	Time Tracked of the ticket property.
AgentInteractions	Int	Agent Interactions of the ticket property.
CustomerInteractions	Int	Customer Interactions of the ticket property.
InitialResponseTime	Datetime	Initial Response Time of the ticket property.
FirstResponseTime	String	First Response Time of the ticket property.
ResolutionTime	String	Resolution Time of the ticket property.
ResolutionStatus	String	Resolution Status of the ticket property.
Product	String	Product of the ticket property.
Tags	String	Tags of the ticket property.
DueByTime	Datetime	Due By Time of the ticket property.
SurveyResult	String	Survey Result of the ticket property.
Skill	String	Skill of the ticket property.
LastUpdatedTime	Datetime	Last Updated Time of the ticket property.
FirstResponseStatus	String	First Response Status of the ticket property.

Stored Procedures

Stored procedures are function-like interfaces that extend the functionality of the Cloud beyond simple SELECT/INSERT/UPDATE/DELETE operations with Freshdesk.

Stored procedures accept a list of parameters, perform their intended function, and then return any relevant response data from Freshdesk, along with an indication of whether the procedure succeeded or failed.

CData Cloud - Freshdesk Stored Procedures


Name	Description
AttachToTicket	Create or update a ticket with attachments.

AttachToTicket

Create or update a ticket with attachments.

To edit an existing ticket, supply a value for the Id column:

EXEC AttachToTicket Id = 100000 FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

You can also supply ticket fields to update the ticket alongside adding attachments:

EXEC AttachToTicket Id = 100000, Status = 3, FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

If you do not include a value for the Id column, the Cloud creates a new ticket with the provided values. At a minimum, you must provide an Email, Description, Subject, Status, and Priority. Other fields may be required for ticket creation based on the ticket rules set up on your Freshdesk account.

EXEC AttachToTicket Email = '[email protected]', Description = 'Sample Description', GroupId = 2222222222222, Status = 3, Subject = 'Testing', Priority = 3, FullPath = 'C:/Users/Public/A.txt,C:/Users/Public/B.txt', FileName = 'Attachment1,Attachment2'

Input


Name	Type	Required	Description
Id	String	False	The Id of the ticket. If specified, it is treated as an update. If not, specified, it is treated as an insert.
Email	String	False	The Email of the ticket.
Description	String	False	The Description of the ticket.
Subject	String	False	The Subject of the ticket.
Status	String	False	The Status of the ticket.
Priority	String	False	The Priority of the ticket.
GroupId	String	False	The GroupId of the ticket.
FullPath#	String	True	A comma-separated list of the full file paths of attachments to upload.
FileName#	String	True	A comma-separated list of the file names you would like to give the attachments.
*	String	False	Other fields of the ticket.

System Tables

You can query the system tables described in this section to access schema information, information on data source functionality, and batch operation statistics.

Schema Tables

The following tables return database metadata for Freshdesk:

sys_catalogs: Lists the available databases.
sys_schemas: Lists the available schemas.
sys_tables: Lists the available tables and views.
sys_tablecolumns: Describes the columns of the available tables and views.
sys_procedures: Describes the available stored procedures.
sys_procedureparameters: Describes stored procedure parameters.
sys_keycolumns: Describes the primary and foreign keys.
sys_indexes: Describes the available indexes.

Data Source Tables

The following tables return information about how to connect to and query the data source:

sys_connection_props: Returns information on the available connection properties.
sys_sqlinfo: Describes the SELECT queries that the Cloud can offload to the data source.

Query Information Tables

The following table returns query statistics for data modification queries:

sys_identity: Returns information about batch operations or single updates.

sys_catalogs

Lists the available databases.

The following query retrieves all databases determined by the connection string:

SELECT * FROM sys_catalogs

Columns


Name	Type	Description
CatalogName	String	The database name.

sys_schemas

Lists the available schemas.

The following query retrieves all available schemas:

          SELECT * FROM sys_schemas

Columns


Name	Type	Description
CatalogName	String	The database name.
SchemaName	String	The schema name.

sys_tables

Lists the available tables.

The following query retrieves the available tables and views:

          SELECT * FROM sys_tables

Columns


Name	Type	Description
CatalogName	String	The database containing the table or view.
SchemaName	String	The schema containing the table or view.
TableName	String	The name of the table or view.
TableType	String	The table type (table or view).
Description	String	A description of the table or view.
IsUpdateable	Boolean	Whether the table can be updated.

sys_tablecolumns

Describes the columns of the available tables and views.

The following query returns the columns and data types for the Tickets table:

SELECT ColumnName, DataTypeName FROM sys_tablecolumns WHERE TableName='Tickets'

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the table or view.
SchemaName	String	The schema containing the table or view.
TableName	String	The name of the table or view containing the column.
ColumnName	String	The column name.
DataTypeName	String	The data type name.
DataType	Int32	An integer indicating the data type. This value is determined at run time based on the environment.
Length	Int32	The storage size of the column.
DisplaySize	Int32	The designated column's normal maximum width in characters.
NumericPrecision	Int32	The maximum number of digits in numeric data. The column length in characters for character and date-time data.
NumericScale	Int32	The column scale or number of digits to the right of the decimal point.
IsNullable	Boolean	Whether the column can contain null.
Description	String	A brief description of the column.
Ordinal	Int32	The sequence number of the column.
IsAutoIncrement	String	Whether the column value is assigned in fixed increments.
IsGeneratedColumn	String	Whether the column is generated.
IsHidden	Boolean	Whether the column is hidden.
IsArray	Boolean	Whether the column is an array.
IsReadOnly	Boolean	Whether the column is read-only.
IsKey	Boolean	Indicates whether a field returned from sys_tablecolumns is the primary key of the table.

sys_procedures

Lists the available stored procedures.

The following query retrieves the available stored procedures:

          SELECT * FROM sys_procedures

Columns


Name	Type	Description
CatalogName	String	The database containing the stored procedure.
SchemaName	String	The schema containing the stored procedure.
ProcedureName	String	The name of the stored procedure.
Description	String	A description of the stored procedure.
ProcedureType	String	The type of the procedure, such as PROCEDURE or FUNCTION.

sys_procedureparameters

Describes stored procedure parameters.

The following query returns information about all of the input parameters for the SampleProcedure stored procedure:

SELECT * FROM sys_procedureparameters WHERE ProcedureName='SampleProcedure' AND Direction=1 OR Direction=2

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the stored procedure.
SchemaName	String	The name of the schema containing the stored procedure.
ProcedureName	String	The name of the stored procedure containing the parameter.
ColumnName	String	The name of the stored procedure parameter.
Direction	Int32	An integer corresponding to the type of the parameter: input (1), input/output (2), or output(4). input/output type parameters can be both input and output parameters.
DataTypeName	String	The name of the data type.
DataType	Int32	An integer indicating the data type. This value is determined at run time based on the environment.
Length	Int32	The number of characters allowed for character data. The number of digits allowed for numeric data.
NumericPrecision	Int32	The maximum precision for numeric data. The column length in characters for character and date-time data.
NumericScale	Int32	The number of digits to the right of the decimal point in numeric data.
IsNullable	Boolean	Whether the parameter can contain null.
IsRequired	Boolean	Whether the parameter is required for execution of the procedure.
IsArray	Boolean	Whether the parameter is an array.
Description	String	The description of the parameter.
Ordinal	Int32	The index of the parameter.

sys_keycolumns

Describes the primary and foreign keys.

The following query retrieves the primary key for the Tickets table:

         SELECT * FROM sys_keycolumns WHERE IsKey='True' AND TableName='Tickets'

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the key.
SchemaName	String	The name of the schema containing the key.
TableName	String	The name of the table containing the key.
ColumnName	String	The name of the key column.
IsKey	Boolean	Whether the column is a primary key in the table referenced in the TableName field.
IsForeignKey	Boolean	Whether the column is a foreign key referenced in the TableName field.
PrimaryKeyName	String	The name of the primary key.
ForeignKeyName	String	The name of the foreign key.
ReferencedCatalogName	String	The database containing the primary key.
ReferencedSchemaName	String	The schema containing the primary key.
ReferencedTableName	String	The table containing the primary key.
ReferencedColumnName	String	The column name of the primary key.

sys_foreignkeys

Describes the foreign keys.

The following query retrieves all foreign keys which refer to other tables:

         SELECT * FROM sys_foreignkeys WHERE ForeignKeyType = 'FOREIGNKEY_TYPE_IMPORT'

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the key.
SchemaName	String	The name of the schema containing the key.
TableName	String	The name of the table containing the key.
ColumnName	String	The name of the key column.
PrimaryKeyName	String	The name of the primary key.
ForeignKeyName	String	The name of the foreign key.
ReferencedCatalogName	String	The database containing the primary key.
ReferencedSchemaName	String	The schema containing the primary key.
ReferencedTableName	String	The table containing the primary key.
ReferencedColumnName	String	The column name of the primary key.
ForeignKeyType	String	Designates whether the foreign key is an import (points to other tables) or export (referenced from other tables) key.

sys_primarykeys

Describes the primary keys.

The following query retrieves the primary keys from all tables and views:

         SELECT * FROM sys_primarykeys

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the key.
SchemaName	String	The name of the schema containing the key.
TableName	String	The name of the table containing the key.
ColumnName	String	The name of the key column.
KeySeq	String	The sequence number of the primary key.
KeyName	String	The name of the primary key.

sys_indexes

Describes the available indexes. By filtering on indexes, you can write more selective queries with faster query response times.

The following query retrieves all indexes that are not primary keys:

          SELECT * FROM sys_indexes WHERE IsPrimary='false'

Columns


Name	Type	Description
CatalogName	String	The name of the database containing the index.
SchemaName	String	The name of the schema containing the index.
TableName	String	The name of the table containing the index.
IndexName	String	The index name.
ColumnName	String	The name of the column associated with the index.
IsUnique	Boolean	True if the index is unique. False otherwise.
IsPrimary	Boolean	True if the index is a primary key. False otherwise.
Type	Int16	An integer value corresponding to the index type: statistic (0), clustered (1), hashed (2), or other (3).
SortOrder	String	The sort order: A for ascending or D for descending.
OrdinalPosition	Int16	The sequence number of the column in the index.

sys_connection_props

Returns information on the available connection properties and those set in the connection string.

When querying this table, the config connection string should be used:

jdbc:cdata:freshdesk:config:

This connection string enables you to query this table without a valid connection.

The following query retrieves all connection properties that have been set in the connection string or set through a default value:

SELECT * FROM sys_connection_props WHERE Value <> ''

Columns


Name	Type	Description
Name	String	The name of the connection property.
ShortDescription	String	A brief description.
Type	String	The data type of the connection property.
Default	String	The default value if one is not explicitly set.
Values	String	A comma-separated list of possible values. A validation error is thrown if another value is specified.
Value	String	The value you set or a preconfigured default.
Required	Boolean	Whether the property is required to connect.
Category	String	The category of the connection property.
IsSessionProperty	String	Whether the property is a session property, used to save information about the current connection.
Sensitivity	String	The sensitivity level of the property. This informs whether the property is obfuscated in logging and authentication forms.
PropertyName	String	A camel-cased truncated form of the connection property name.
Ordinal	Int32	The index of the parameter.
CatOrdinal	Int32	The index of the parameter category.
Hierarchy	String	Shows dependent properties associated that need to be set alongside this one.
Visible	Boolean	Informs whether the property is visible in the connection UI.
ETC	String	Various miscellaneous information about the property.

sys_sqlinfo

Describes the SELECT query processing that the Cloud can offload to the data source.

See SQL Compliance for SQL syntax details.

Discovering the Data Source's SELECT Capabilities

Below is an example data set of SQL capabilities. Some aspects of SELECT functionality are returned in a comma-separated list if supported; otherwise, the column contains NO.


Name	Description	Possible Values
AGGREGATE_FUNCTIONS	Supported aggregation functions.	AVG, COUNT, MAX, MIN, SUM, DISTINCT
COUNT	Whether COUNT function is supported.	YES, NO
IDENTIFIER_QUOTE_OPEN_CHAR	The opening character used to escape an identifier.	[
IDENTIFIER_QUOTE_CLOSE_CHAR	The closing character used to escape an identifier.	]
SUPPORTED_OPERATORS	A list of supported SQL operators.	=, >, <, >=, <=, <>, !=, LIKE, NOT LIKE, IN, NOT IN, IS NULL, IS NOT NULL, AND, OR
GROUP_BY	Whether GROUP BY is supported, and, if so, the degree of support.	NO, NO_RELATION, EQUALS_SELECT, SQL_GB_COLLATE
OJ_CAPABILITIES	The supported varieties of outer joins supported.	NO, LEFT, RIGHT, FULL, INNER, NOT_ORDERED, ALL_COMPARISON_OPS
OUTER_JOINS	Whether outer joins are supported.	YES, NO
SUBQUERIES	Whether subqueries are supported, and, if so, the degree of support.	NO, COMPARISON, EXISTS, IN, CORRELATED_SUBQUERIES, QUANTIFIED
STRING_FUNCTIONS	Supported string functions.	LENGTH, CHAR, LOCATE, REPLACE, SUBSTRING, RTRIM, LTRIM, RIGHT, LEFT, UCASE, SPACE, SOUNDEX, LCASE, CONCAT, ASCII, REPEAT, OCTET, BIT, POSITION, INSERT, TRIM, UPPER, REGEXP, LOWER, DIFFERENCE, CHARACTER, SUBSTR, STR, REVERSE, PLAN, UUIDTOSTR, TRANSLATE, TRAILING, TO, STUFF, STRTOUUID, STRING, SPLIT, SORTKEY, SIMILAR, REPLICATE, PATINDEX, LPAD, LEN, LEADING, KEY, INSTR, INSERTSTR, HTML, GRAPHICAL, CONVERT, COLLATION, CHARINDEX, BYTE
NUMERIC_FUNCTIONS	Supported numeric functions.	ABS, ACOS, ASIN, ATAN, ATAN2, CEILING, COS, COT, EXP, FLOOR, LOG, MOD, SIGN, SIN, SQRT, TAN, PI, RAND, DEGREES, LOG10, POWER, RADIANS, ROUND, TRUNCATE
TIMEDATE_FUNCTIONS	Supported date/time functions.	NOW, CURDATE, DAYOFMONTH, DAYOFWEEK, DAYOFYEAR, MONTH, QUARTER, WEEK, YEAR, CURTIME, HOUR, MINUTE, SECOND, TIMESTAMPADD, TIMESTAMPDIFF, DAYNAME, MONTHNAME, CURRENT_DATE, CURRENT_TIME, CURRENT_TIMESTAMP, EXTRACT
REPLICATION_SKIP_TABLES	Indicates tables skipped during replication.
REPLICATION_TIMECHECK_COLUMNS	A string array containing a list of columns which will be used to check for (in the given order) to use as a modified column during replication.
IDENTIFIER_PATTERN	String value indicating what string is valid for an identifier.
SUPPORT_TRANSACTION	Indicates if the provider supports transactions such as commit and rollback.	YES, NO
DIALECT	Indicates the SQL dialect to use.
KEY_PROPERTIES	Indicates the properties which identify the uniform database.
SUPPORTS_MULTIPLE_SCHEMAS	Indicates if multiple schemas may exist for the provider.	YES, NO
SUPPORTS_MULTIPLE_CATALOGS	Indicates if multiple catalogs may exist for the provider.	YES, NO
DATASYNCVERSION	The CData Data Sync version needed to access this driver.	Standard, Starter, Professional, Enterprise
DATASYNCCATEGORY	The CData Data Sync category of this driver.	Source, Destination, Cloud Destination
SUPPORTSENHANCEDSQL	Whether enhanced SQL functionality beyond what is offered by the API is supported.	TRUE, FALSE
SUPPORTS_BATCH_OPERATIONS	Whether batch operations are supported.	YES, NO
SQL_CAP	All supported SQL capabilities for this driver.	SELECT, INSERT, DELETE, UPDATE, TRANSACTIONS, ORDERBY, OAUTH, ASSIGNEDID, LIMIT, LIKE, BULKINSERT, COUNT, BULKDELETE, BULKUPDATE, GROUPBY, HAVING, AGGS, OFFSET, REPLICATE, COUNTDISTINCT, JOINS, DROP, CREATE, DISTINCT, INNERJOINS, SUBQUERIES, ALTER, MULTIPLESCHEMAS, GROUPBYNORELATION, OUTERJOINS, UNIONALL, UNION, UPSERT, GETDELETED, CROSSJOINS, GROUPBYCOLLATE, MULTIPLECATS, FULLOUTERJOIN, MERGE, JSONEXTRACT, BULKUPSERT, SUM, SUBQUERIESFULL, MIN, MAX, JOINSFULL, XMLEXTRACT, AVG, MULTISTATEMENTS, FOREIGNKEYS, CASE, LEFTJOINS, COMMAJOINS, WITH, LITERALS, RENAME, NESTEDTABLES, EXECUTE, BATCH, BASIC, INDEX
PREFERRED_CACHE_OPTIONS	A string value specifies the preferred cacheOptions.
ENABLE_EF_ADVANCED_QUERY	Indicates if the driver directly supports advanced queries coming from Entity Framework. If not, queries will be handled client side.	YES, NO
PSEUDO_COLUMNS	A string array indicating the available pseudo columns.
MERGE_ALWAYS	If the value is true, The Merge Mode is forcibly executed in Data Sync.	TRUE, FALSE
REPLICATION_MIN_DATE_QUERY	A select query to return the replicate start datetime.
REPLICATION_MIN_FUNCTION	Allows a provider to specify the formula name to use for executing a server side min.
REPLICATION_START_DATE	Allows a provider to specify a replicate startdate.
REPLICATION_MAX_DATE_QUERY	A select query to return the replicate end datetime.
REPLICATION_MAX_FUNCTION	Allows a provider to specify the formula name to use for executing a server side max.
IGNORE_INTERVALS_ON_INITIAL_REPLICATE	A list of tables which will skip dividing the replicate into chunks on the initial replicate.
CHECKCACHE_USE_PARENTID	Indicates whether the CheckCache statement should be done against the parent key column.	TRUE, FALSE
CREATE_SCHEMA_PROCEDURES	Indicates stored procedures that can be used for generating schema files.

The following query retrieves the operators that can be used in the WHERE clause:

SELECT * FROM sys_sqlinfo WHERE Name = 'SUPPORTED_OPERATORS'

Note that individual tables may have different limitations or requirements on the WHERE clause; refer to the Data Model section for more information.

Columns


Name	Type	Description
NAME	String	A component of SQL syntax, or a capability that can be processed on the server.
VALUE	String	Detail on the supported SQL or SQL syntax.

sys_identity

Returns information about attempted modifications.

The following query retrieves the Ids of the modified rows in a batch operation:

         SELECT * FROM sys_identity

Columns


Name	Type	Description
Id	String	The database-generated Id returned from a data modification operation.
Batch	String	An identifier for the batch. 1 for a single operation.
Operation	String	The result of the operation in the batch: INSERTED, UPDATED, or DELETED.
Message	String	SUCCESS or an error message if the update in the batch failed.

Connection String Options

The connection string properties are the various options that can be used to establish a connection. This section provides a complete list of the options you can configure in the connection string for this provider. Click the links for further details.

For more information on establishing a connection, see Establishing a Connection.

Authentication

Property	Description
Domain	Domain is used for accessing your Freshdesk account.
APIKey	The API key used for accessing your Freshdesk account.

SSL

Property	Description
SSLServerCert	The certificate to be accepted from the server when connecting using TLS/SSL.

Logging

Property	Description
Verbosity	The verbosity level that determines the amount of detail included in the log file.

Schema

Property	Description
BrowsableSchemas	This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.

Miscellaneous

Property	Description
FetchTicketsUpdatedSince	Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.
IgnoreSurplusResults	Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.
IncludeCustomObjects	Whether to include custom objects or not.
MaxRows	Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.
PseudoColumns	This property indicates whether or not to include pseudo columns as columns to the table.
RowScanDepth	Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL	Use TicketPropertiesURL to query ticket properties.
TicketStats	Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout	The value in seconds until the timeout error is thrown, canceling the operation.
TypeDetectionScheme	Determines how to determine the data type of columns.

Authentication

This section provides a complete list of the Authentication properties you can configure in the connection string for this provider.

Property	Description
Domain	Domain is used for accessing your Freshdesk account.
APIKey	The API key used for accessing your Freshdesk account.

Domain

Domain is used for accessing your Freshdesk account.

Data Type

string

Default Value

""

Remarks

Domain is used for accessing your Freshdesk account. For example, in your URL: https://{domainValue}.freshdesk.com, thus connection string should be:

Domain=domainValue

APIKey

The API key used for accessing your Freshdesk account.

Data Type

string

Default Value

""

Remarks

The API key used for accessing your Freshdesk account. The API key can be found in Freshdesk by going to Profile Settings -> API Key.

SSL

This section provides a complete list of the SSL properties you can configure in the connection string for this provider.

Property	Description
SSLServerCert	The certificate to be accepted from the server when connecting using TLS/SSL.

SSLServerCert

The certificate to be accepted from the server when connecting using TLS/SSL.

Data Type

string

Default Value

""

Remarks

If using a TLS/SSL connection, this property can be used to specify the TLS/SSL certificate to be accepted from the server. Any other certificate that is not trusted by the machine is rejected.

This property can take the following forms:


Description	Example
A full PEM Certificate (example shortened for brevity)	-----BEGIN CERTIFICATE----- MIIChTCCAe4CAQAwDQYJKoZIhv......Qw== -----END CERTIFICATE-----
A path to a local file containing the certificate	C:\cert.cer
The public key (example shortened for brevity)	-----BEGIN RSA PUBLIC KEY----- MIGfMA0GCSq......AQAB -----END RSA PUBLIC KEY-----
The MD5 Thumbprint (hex values can also be either space or colon separated)	ecadbdda5a1529c58a1e9e09828d70e4
The SHA1 Thumbprint (hex values can also be either space or colon separated)	34a929226ae0819f2ec14b4a3d904f801cbb150d

If not specified, any certificate trusted by the machine is accepted.

Use '*' to signify to accept all certificates. Note that this is not recommended due to security concerns.

Logging

This section provides a complete list of the Logging properties you can configure in the connection string for this provider.

Property	Description
Verbosity	The verbosity level that determines the amount of detail included in the log file.

Verbosity

The verbosity level that determines the amount of detail included in the log file.

Data Type

string

Default Value

"1"

Remarks

The verbosity level determines the amount of detail that the Cloud reports to the Logfile. Verbosity levels from 1 to 5 are supported. These are detailed in the Logging page.

Schema

This section provides a complete list of the Schema properties you can configure in the connection string for this provider.

Property	Description
BrowsableSchemas	This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.

BrowsableSchemas

This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.

Data Type

string

Default Value

""

Remarks

Listing the schemas from databases can be expensive. Providing a list of schemas in the connection string improves the performance.

Miscellaneous

This section provides a complete list of the Miscellaneous properties you can configure in the connection string for this provider.

Property	Description
FetchTicketsUpdatedSince	Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.
IgnoreSurplusResults	Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.
IncludeCustomObjects	Whether to include custom objects or not.
MaxRows	Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.
PseudoColumns	This property indicates whether or not to include pseudo columns as columns to the table.
RowScanDepth	Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL	Use TicketPropertiesURL to query ticket properties.
TicketStats	Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout	The value in seconds until the timeout error is thrown, canceling the operation.
TypeDetectionScheme	Determines how to determine the data type of columns.

If Timeout = 0, operations do not time out. The operations run until they complete successfully or until they encounter an error condition.

If Timeout expires and the operation is not yet complete, the Cloud throws an exception.

TypeDetectionScheme

Determines how to determine the data type of columns.

Possible Values

None, RowScan

Data Type

string

Default Value

"RowScan"

Remarks


None	Setting TypeDetectionScheme to None will return all columns as the string type.
RowScan	Setting TypeDetectionScheme to RowScan will scan rows to heuristically determine the data type. The RowScanDepth determines the number of rows to be scanned.

Cloud

Freshdesk - CData Cloud

Overview

Key Features

Getting Started

Connecting to Freshdesk

Accessing Data from CData Cloud Services

Establishing a Connection

Connecting to Freshdesk

SSL Configuration

Customizing the SSL Configuration

Firewall and Proxy

Connecting Through a Firewall or Proxy

HTTP Proxies

Other Proxies

Data Model

Overview

Key Features

Tables

Tables

CData Cloud - Freshdesk Tables

Agents

Table Specific Information

Select

Update

Delete

Columns

BusinessHours

Table Specific Information

Select

Columns

CannedResponses

Table Specific Information

Select

Insert

Update

Columns

CannedResponsesFolder

Table Specific Information

Select

Insert

Update

Columns

Companies

Table Specific Information

Select

Insert

Update

Delete

Columns

Contacts

Table Specific Information

Select

Insert

Update

Delete

Columns

Conversations

Table Specific Information

Select

Delete

Columns

Groups

Table Specific Information

Select

Insert

Update

Delete

Columns

Mailboxes

Table Specific Information

Select

Insert

Update

Delete

Columns

Products

Table Specific Information

Select

Columns