Adding a Connection to Freshdesk

To add a connection to Freshdesk:

1. In the application console, navigate to the Connections page.
2. At the Add Connections panel, select the icon for the connection you want to add.
3. If the Freshdesk icon is not available, click the Add More icon to download and install the Freshdesk connector from the CData site.

For required properties, see the Settings tab.

For connection properties that are not typically required, see the Advanced tab.

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.

This section details a selection of advanced features of the Freshdesk Sync App.

User Defined Views

The Sync App allows you to define virtual tables, called user defined views, whose contents are decided by a pre-configured query. These views are useful when you cannot directly control queries being issued to the drivers. See User Defined Views for an overview of creating and configuring custom views.

SSL Configuration

Use SSL Configuration to adjust how Sync App handles TLS/SSL certificate negotiations. You can choose from various certificate formats; see the SSLServerCert property under "Connection String Options" for more information.

Firewall and Proxy

Configure the Sync App for compliance with Firewall and Proxy, including Windows proxies and HTTP proxies. You can also set up tunnel connections.

Query Processing

The Sync App offloads as much of the SELECT statement processing as possible to Freshdesk and then processes the rest of the query in memory (client-side).

See Query Processing for more information.

Logging

See Logging for an overview of configuration settings that can be used to refine CData logging. For basic logging, you only need to set two connection properties, but there are numerous features that support more refined logging, where you can select subsets of information to be logged using the LogModules connection property.

Customizing the SSL Configuration

By default, the Sync App 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.

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.

Overview

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

Key Features

• The Sync App 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 Sync App.

Tables

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

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

Freshdesk Connector for CData Sync 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

Update, delete, and query from agents table

Table Specific Information

Select

The Sync App 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 Sync App. 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.

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.

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.

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.

Create, update, delete, and query from companies table

Table Specific Information

Select

The Sync App 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 Sync App. 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.

Create, update, delete, and query from contacts table

Table Specific Information

Select

The Sync App 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 Sync App. 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.

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.

Create, update, delete, and query from groups table

Table Specific Information

Select

The Sync App 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 Sync App. 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.

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.

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.

Query from roles table

Table Specific Information

Select

The Sync App 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 Sync App. 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.

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.

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.

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.

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 Sync App 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 Sync App. 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.

Create, update, delete, and query from tickets table

Table Specific Information

Select

The Sync App 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 Sync App. 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

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 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.

Freshdesk Connector for CData Sync Views

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

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.

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.

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.

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.

Firewall

---

Property	Description
FirewallType	The protocol used by a proxy-based firewall.
FirewallServer	The name or IP address of a proxy-based firewall.
FirewallPort	The TCP port for a proxy-based firewall.
FirewallUser	The user name to use to authenticate with a proxy-based firewall.
FirewallPassword	A password used to authenticate to a proxy-based firewall.

Proxy

---

Property	Description
ProxyAutoDetect	This indicates whether to use the system proxy settings or not.
ProxyServer	The hostname or IP address of a proxy to route HTTP traffic through.
ProxyPort	The TCP port the ProxyServer proxy is running on.
ProxyAuthScheme	The authentication type to use to authenticate to the ProxyServer proxy.
ProxyUser	A user name to be used to authenticate to the ProxyServer proxy.
ProxyPassword	A password to be used to authenticate to the ProxyServer proxy.
ProxySSLType	The SSL type to use when connecting to the ProxyServer proxy.
ProxyExceptions	A semicolon separated list of destination hostnames or IPs that are exempt from connecting through the ProxyServer .

Logging

---

Property	Description
LogModules	Core modules to be included in the log file.

Schema

---

Property	Description
Location	A path to the directory that contains the schema files defining tables, views, and stored procedures.
BrowsableSchemas	This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.
Tables	This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA,TableB,TableC.
Views	Restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC.

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.
Other	These hidden properties are used only in specific use cases.
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.
UserDefinedViews	A filepath pointing to the JSON configuration file containing your custom views.

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 is used for accessing your Freshdesk account.

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

The API key used for accessing your Freshdesk account.

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.

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.

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

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.

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

---

Property	Description
FirewallType	The protocol used by a proxy-based firewall.
FirewallServer	The name or IP address of a proxy-based firewall.
FirewallPort	The TCP port for a proxy-based firewall.
FirewallUser	The user name to use to authenticate with a proxy-based firewall.
FirewallPassword	A password used to authenticate to a proxy-based firewall.

The protocol used by a proxy-based firewall.

Remarks

This property specifies the protocol that the Sync App will use to tunnel traffic through the FirewallServer proxy. Note that by default, the Sync App connects to the system proxy; to disable this behavior and connect to one of the following proxy types, set ProxyAutoDetect to false.

Type	Default Port	Description
TUNNEL	80	When this is set, the Sync App opens a connection to Freshdesk and traffic flows back and forth through the proxy.
SOCKS4	1080	When this is set, the Sync App sends data through the SOCKS 4 proxy specified by FirewallServer and FirewallPort and passes the FirewallUser value to the proxy, which determines if the connection request should be granted.
SOCKS5	1080	When this is set, the Sync App sends data through the SOCKS 5 proxy specified by FirewallServer and FirewallPort. If your proxy requires authentication, set FirewallUser and FirewallPassword to credentials the proxy recognizes.

To connect to HTTP proxies, use ProxyServer and ProxyPort. To authenticate to HTTP proxies, use ProxyAuthScheme, ProxyUser, and ProxyPassword.

The name or IP address of a proxy-based firewall.

Remarks

This property specifies the IP address, DNS name, or host name of a proxy allowing traversal of a firewall. The protocol is specified by FirewallType: Use FirewallServer with this property to connect through SOCKS or do tunneling. Use ProxyServer to connect to an HTTP proxy.

Note that the Sync App uses the system proxy by default. To use a different proxy, set ProxyAutoDetect to false.

The TCP port for a proxy-based firewall.

Remarks

This specifies the TCP port for a proxy allowing traversal of a firewall. Use FirewallServer to specify the name or IP address. Specify the protocol with FirewallType.

The user name to use to authenticate with a proxy-based firewall.

Remarks

The FirewallUser and FirewallPassword properties are used to authenticate against the proxy specified in FirewallServer and FirewallPort, following the authentication method specified in FirewallType.

A password used to authenticate to a proxy-based firewall.

Remarks

This property is passed to the proxy specified by FirewallServer and FirewallPort, following the authentication method specified by FirewallType.

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

---

Property	Description
ProxyAutoDetect	This indicates whether to use the system proxy settings or not.
ProxyServer	The hostname or IP address of a proxy to route HTTP traffic through.
ProxyPort	The TCP port the ProxyServer proxy is running on.
ProxyAuthScheme	The authentication type to use to authenticate to the ProxyServer proxy.
ProxyUser	A user name to be used to authenticate to the ProxyServer proxy.
ProxyPassword	A password to be used to authenticate to the ProxyServer proxy.
ProxySSLType	The SSL type to use when connecting to the ProxyServer proxy.
ProxyExceptions	A semicolon separated list of destination hostnames or IPs that are exempt from connecting through the ProxyServer .

This indicates whether to use the system proxy settings or not.

Remarks

This takes precedence over other proxy settings, so you'll need to set ProxyAutoDetect to FALSE in order use custom proxy settings.

To connect to an HTTP proxy, see ProxyServer. For other proxies, such as SOCKS or tunneling, see FirewallType.

The hostname or IP address of a proxy to route HTTP traffic through.

Remarks

The hostname or IP address of a proxy to route HTTP traffic through. The Sync App can use the HTTP, Windows (NTLM), or Kerberos authentication types to authenticate to an HTTP proxy.

If you need to connect through a SOCKS proxy or tunnel the connection, see FirewallType.

By default, the Sync App uses the system proxy. If you need to use another proxy, set ProxyAutoDetect to false.

The TCP port the ProxyServer proxy is running on.

Remarks

The port the HTTP proxy is running on that you want to redirect HTTP traffic through. Specify the HTTP proxy in ProxyServer. For other proxy types, see FirewallType.

The authentication type to use to authenticate to the ProxyServer proxy.

Remarks

This value specifies the authentication type to use to authenticate to the HTTP proxy specified by ProxyServer and ProxyPort.

Note that the Sync App will use the system proxy settings by default, without further configuration needed; if you want to connect to another proxy, you will need to set ProxyAutoDetect to false, in addition to ProxyServer and ProxyPort. To authenticate, set ProxyAuthScheme and set ProxyUser and ProxyPassword, if needed.

The authentication type can be one of the following:

• BASIC: The Sync App performs HTTP BASIC authentication.
• DIGEST: The Sync App performs HTTP DIGEST authentication.
• NEGOTIATE: The Sync App retrieves an NTLM or Kerberos token based on the applicable protocol for authentication.
• PROPRIETARY: The Sync App does not generate an NTLM or Kerberos token. You must supply this token in the Authorization header of the HTTP request.

If you need to use another authentication type, such as SOCKS 5 authentication, see FirewallType.

A user name to be used to authenticate to the ProxyServer proxy.

Remarks

The ProxyUser and ProxyPassword options are used to connect and authenticate against the HTTP proxy specified in ProxyServer.

You can select one of the available authentication types in ProxyAuthScheme. If you are using HTTP authentication, set this to the user name of a user recognized by the HTTP proxy. If you are using Windows or Kerberos authentication, set this property to a user name in one of the following formats:

user@domain
domain\user

A password to be used to authenticate to the ProxyServer proxy.

Remarks

This property is used to authenticate to an HTTP proxy server that supports NTLM (Windows), Kerberos, or HTTP authentication. To specify the HTTP proxy, you can set ProxyServer and ProxyPort. To specify the authentication type, set ProxyAuthScheme.

If you are using HTTP authentication, additionally set ProxyUser and ProxyPassword to HTTP proxy.

If you are using NTLM authentication, set ProxyUser and ProxyPassword to your Windows password. You may also need these to complete Kerberos authentication.

For SOCKS 5 authentication or tunneling, see FirewallType.

By default, the Sync App uses the system proxy. If you want to connect to another proxy, set ProxyAutoDetect to false.

The SSL type to use when connecting to the ProxyServer proxy.

Remarks

This property determines when to use SSL for the connection to an HTTP proxy specified by ProxyServer. This value can be AUTO, ALWAYS, NEVER, or TUNNEL. The applicable values are the following:

AUTO	Default setting. If the URL is an HTTPS URL, the Sync App will use the TUNNEL option. If the URL is an HTTP URL, the component will use the NEVER option.
ALWAYS	The connection is always SSL enabled.
NEVER	The connection is not SSL enabled.
TUNNEL	The connection is through a tunneling proxy. The proxy server opens a connection to the remote host and traffic flows back and forth through the proxy.

A semicolon separated list of destination hostnames or IPs that are exempt from connecting through the ProxyServer .

Remarks

The ProxyServer is used for all addresses, except for addresses defined in this property. Use semicolons to separate entries.

Note that the Sync App uses the system proxy settings by default, without further configuration needed; if you want to explicitly configure proxy exceptions for this connection, you need to set ProxyAutoDetect = false, and configure ProxyServer and ProxyPort. To authenticate, set ProxyAuthScheme and set ProxyUser and ProxyPassword, if needed.

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

---

Property	Description
LogModules	Core modules to be included in the log file.

Core modules to be included in the log file.

Remarks

Only the modules specified (separated by ';') will be included in the log file. By default all modules are included.

See the Logging page for an overview.

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

---

Property	Description
Location	A path to the directory that contains the schema files defining tables, views, and stored procedures.
BrowsableSchemas	This property restricts the schemas reported to a subset of the available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC.
Tables	This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA,TableB,TableC.
Views	Restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC.

A path to the directory that contains the schema files defining tables, views, and stored procedures.

Remarks

The path to a directory which contains the schema files for the Sync App (.rsd files for tables and views, .rsb files for stored procedures). The folder location can be a relative path from the location of the executable. The Location property is only needed if you want to customize definitions (for example, change a column name, ignore a column, and so on) or extend the data model with new tables, views, or stored procedures.

If left unspecified, the default location is "%APPDATA%\\CData\\FreshDesk Data Provider\\Schema" with %APPDATA% being set to the user's configuration directory:

Platform	%APPDATA%
Windows	The value of the APPDATA environment variable
Linux	~/.config

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

Remarks

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

This property restricts the tables reported to a subset of the available tables. For example, Tables=TableA,TableB,TableC.

Remarks

Listing the tables from some databases can be expensive. Providing a list of tables in the connection string improves the performance of the Sync App.

This property can also be used as an alternative to automatically listing views if you already know which ones you want to work with and there would otherwise be too many to work with.

Specify the tables you want in a comma-separated list. Each table should be a valid SQL identifier with any special characters escaped using square brackets, double-quotes or backticks. For example, Tables=TableA,[TableB/WithSlash],WithCatalog.WithSchema.`TableC With Space`.

Note that when connecting to a data source with multiple schemas or catalogs, you will need to provide the fully qualified name of the table in this property, as in the last example here, to avoid ambiguity between tables that exist in multiple catalogs or schemas.

Restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC.

Remarks

Listing the views from some databases can be expensive. Providing a list of views in the connection string improves the performance of the Sync App.

This property can also be used as an alternative to automatically listing views if you already know which ones you want to work with and there would otherwise be too many to work with.

Specify the views you want in a comma-separated list. Each view should be a valid SQL identifier with any special characters escaped using square brackets, double-quotes or backticks. For example, Views=ViewA,[ViewB/WithSlash],WithCatalog.WithSchema.`ViewC With Space`.

Note that when connecting to a data source with multiple schemas or catalogs, you will need to provide the fully qualified name of the table in this property, as in the last example here, to avoid ambiguity between tables that exist in multiple catalogs or schemas.

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.
Other	These hidden properties are used only in specific use cases.
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.
UserDefinedViews	A filepath pointing to the JSON configuration file containing your custom views.

Use FetchTicketsUpdatedSince to query tickets older than 30 days. Note: TicketStats must be set to True.

Remarks

When TicketStats = true, all requests (including filtering request) would be sent to the 'List all' endpoint. The 'List all' endpoint only retrieves the tickets created in the last 30 days, unless FetchTicketsUpdatedSince is set to a specifed date. Set FetchTicketsUpdatedSince to a specified date to retrieve tickets created past the last 30 days. (Example: FetchTicketsUpdatedSince=2022-01-01 or FetchTicketsUpdatedSince=2022-01-01T00:00:00Z)

Use IgnoreSurplusResults to ignore results beyond 300 which have same CreatedAt value.

Remarks

By default, FreshDesk API only returns upto 300 results matching a specific filter. Paging mechanism of the driver uses CreatedAt attribute as a filter, thus more than 300 results with same CreateAt value will cause paging to fail. IgnoreSurplusResults will cause these surplus results to be ignored without causing an exception and keep retrieving results.

Whether to include custom objects or not.

Remarks

If set to TRUE, the custom objects are retrieved. Note: You must have the Custom Objects feature enabled to use this property.

Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.

Remarks

Limits the number of rows returned when no aggregation or GROUP BY is used in the query. This takes precedence over LIMIT clauses.

These hidden properties are used only in specific use cases.

Remarks

The properties listed below are available for specific use cases. Normal driver use cases and functionality should not require these properties.

Specify multiple properties in a semicolon-separated list.

Integration and Formatting

DefaultColumnSize	Sets the default length of string fields when the data source does not provide column length in the metadata. The default value is 2000.
ConvertDateTimeToGMT	Determines whether to convert date-time values to GMT, instead of the local time of the machine.
RecordToFile=filename	Records the underlying socket data transfer to the specified file.

This property indicates whether or not to include pseudo columns as columns to the table.

Remarks

This setting is particularly helpful in Entity Framework, which does not allow you to set a value for a pseudo column unless it is a table column. The value of this connection setting is of the format "Table1=Column1, Table1=Column2, Table2=Column3". You can use the "*" character to include all tables and all columns; for example, "*=*".

Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.

Remarks

Determines the number of rows used to determine the column data types.

Setting a high value may decrease performance. Setting a low value may prevent the data type from being determined properly, especially when there is null data.

Use TicketPropertiesURL to query ticket properties.

Remarks

Set TicketPropertiesURL to the API URL that is found on the Schedule page of the created Scheduled Export. To find this, go to Reports/Schedule an export/Click on the name of the Schedule and the URL is under the Receive via API section.

Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.

Remarks

When TicketStats = true, all requests (including filtering request) would be sent to the 'List all' endpoint. This would slightly affect the performance by handling filtering client-side, but would retrieve stats attributes of each ticket. 'List all' endpoint only retrieves the tickets created in the last 30 days.

The value in seconds until the timeout error is thrown, canceling the operation.

Remarks

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 Sync App throws an exception.

Determines how to determine the data type of columns.

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.

A filepath pointing to the JSON configuration file containing your custom views.

Remarks

User Defined Views are defined in a JSON-formatted configuration file called UserDefinedViews.json. The Sync App automatically detects the views specified in this file.

You can also have multiple view definitions and control them using the UserDefinedViews connection property. When you use this property, only the specified views are seen by the Sync App.

This User Defined View configuration file is formatted as follows:

• Each root element defines the name of a view.
• Each root element contains a child element, called query, which contains the custom SQL query for the view.

For example:

{
	"MyView": {
		"query": "SELECT * FROM Tickets WHERE MyColumn = 'value'"
	},
	"MyView2": {
		"query": "SELECT * FROM MyTable WHERE Id IN (1,2,3)"
	}
}

Use the UserDefinedViews connection property to specify the location of your JSON configuration file. For example:

"UserDefinedViews", C:\Users\yourusername\Desktop\tmp\UserDefinedViews.json

Note that the specified path is not embedded in quotation marks.