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 supports the use of user defined views, virtual tables whose contents are decided by a pre-configured user defined query. These views are useful when you cannot directly control queries being issued to the drivers. For an overview of creating and configuring custom views, see User Defined Views .

SSL Configuration

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

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).

For further information, see Query Processing.

Logging

For an overview of configuration settings that can be used to refine CData logging, see Logging. Only two connection properties are required for basic logging, but there are numerous features that support more refined logging, which enables you to use the LogModules connection property to specify subsets of information to be logged.

Customizing the SSL Configuration

By default, the Sync App attempts to negotiate TLS with the server. The server certificate is validated against the default system trusted certificate store. You can override how the certificate gets validated using the SSLServerCert connection property.

To specify another certificate, see the SSLServerCert connection property.

Connecting Through a Firewall or Proxy

HTTP Proxies

To authenticate to an HTTP proxy, set the following:

• ProxyServer: the hostname or IP address of the proxy server that you want to route HTTP traffic through.
• ProxyPort: the TCP port that the proxy server is running on.
• ProxyAuthScheme: the authentication method the Sync App uses when authenticating to the proxy server.
• ProxyUser: the username of a user account registered with the proxy server.
• ProxyPassword: the password associated with the ProxyUser.

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
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
Roles	Query from roles table
Skills	Create, update, delete, and query from skills table
SLAPolicies	Query, Create and Update SLAPolicies table
TicketCreationAutomationRules	Create, update, delete, and query from TicketCreationAutomationRules table
TicketFields	Query from ticketFields table
Tickets	Create, update, delete, and query from tickets table
TicketUpdatesAutomationRules	Create, update, delete, and query from TicketUpdatesAutomationRules table
TimeEntries	Create, update, delete, and query from TimeEntries table
TimeTriggersAutomationRules	Create, update, delete, and query from TimeTriggersAutomationRules 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.

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 uses 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'

Additional Filtering

You can use the SearchEmail column to search by secondary or alternate emails. When included in a query, the value provided is returned in the results for clarity. If no search term is specified, the column is empty.

For example:

SELECT * FROM Contacts WHERE SearchEmail='@outlook.com'

Do not combine Email and SearchEmail in the same WHERE clause.

Insert

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

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

Update

The following is an example of how to update a contact:

UPDATE Contacts SET Active = true WHERE Id = 786

Delete

The following is an example of how to delete a contact:

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.
SearchEmail	String	False	Column used to search by primary or secondary emails. Returns the search term when used in a query (empty otherwise). Do not combine with Email in the same filter.

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 'incoming', 'outgoing' or 'both'.
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 'freshdesk_mailbox' or 'custom_mailbox'.
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	Bigint	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 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.

Create, update, delete, and query from TicketCreationAutomationRules 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 TicketCreationAutomationRules table:

SELECT * FROM TicketCreationAutomationRules

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

Insert

Name, Actions, and Conditions are mandatory to Insert into TicketCreationAutomationRules table. For instance:

INSERT INTO TicketCreationAutomationRules (Name, Actions, Conditions) VALUES ('Test', '[{"field_name": "status", "value": 5}]', '[{"name": "condition_set_1", "match_type": "any", "properties": [{"field_name": "to_email", "resource_type": "ticket", "operator": "contains", "value": ["@lyftron.com"]}]}]')

Update

Following is an example of how to update TicketCreationAutomationRules table:

UPDATE TicketCreationAutomationRules SET Name = 'Test2' WHERE Id = '2043002030021'

Delete

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

DELETE FROM TicketCreationAutomationRules WHERE Id = '2043002030021'

Columns

Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Unique ID of the TicketCreationAutomationRule.
Actions	String	False	Actions of the TicketCreationAutomationRule.
Active	Boolean	False	Active of the TicketCreationAutomationRule.
AffectedTicketsCount	Int	False	AffectedTicketsCount of the TicketCreationAutomationRule.
Conditions	String	False	Conditions of the TicketCreationAutomationRule.
Name	String	False	Name of the TicketCreationAutomationRule.
Outdated	Boolean	True	Outdated of the TicketCreationAutomationRule.
Position	Int	False	Position of the TicketCreationAutomationRule.
Summary	String	True	Summary of the TicketCreationAutomationRule.
CreatedAt	Datetime	True	TicketCreationAutomationRule creation timestamp.
UpdatedAt	Datetime	True	TicketCreationAutomationRule 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 TicketUpdatesAutomationRules 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 TicketUpdatesAutomationRules table:

SELECT * FROM TicketUpdatesAutomationRules

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

Insert

Name, Actions, Conditions, Performer, and Events are mandatory to Insert into TicketUpdatesAutomationRules table. For instance:

INSERT INTO TicketUpdatesAutomationRules (Name, Actions, Conditions, Performer, Events) VALUES ('Test', '[{"field_name": "status", "value": 5}]', '[{"name": "condition_set_1", "match_type": "any", "properties": [{"field_name": "to_email", "resource_type": "ticket", "operator": "contains", "value": ["@lyftron.com"]}]}]', '{"type": 1}', '[{"field_name": "reply_sent"}]')

Update

Following is an example of how to update TicketUpdatesAutomationRules table:

UPDATE TicketUpdatesAutomationRules SET Name = 'Test2' WHERE Id = '2043002030021'

Delete

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

DELETE FROM TicketUpdatesAutomationRules WHERE Id = '2043002030021'

Columns

Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Unique ID of the TicketUpdatesAutomationRule.
Actions	String	False	Actions of the TicketUpdatesAutomationRule.
Active	Boolean	False	Active of the TicketUpdatesAutomationRule.
AffectedTicketsCount	Int	False	AffectedTicketsCount of the TicketUpdatesAutomationRule.
Conditions	String	False	Conditions of the TicketUpdatesAutomationRule.
Events	String	False	Events of the TicketUpdatesAutomationRule.
Name	String	False	Name of the TicketUpdatesAutomationRule.
Outdated	Boolean	True	Outdated of the TicketUpdatesAutomationRule.
Performer	String	False	Performer of the TicketUpdatesAutomationRule.
Position	Int	False	Position of the TicketUpdatesAutomationRule.
Summary	String	True	Summary of the TicketUpdatesAutomationRule.
CreatedAt	Datetime	True	TicketUpdatesAutomationRule creation timestamp.
UpdatedAt	Datetime	True	TicketUpdatesAutomationRule updated timestamp.

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 'start-timer' action using a toggle.
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.

Create, update, delete, and query from TimeTriggersAutomationRules 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 TimeTriggersAutomationRules table:

SELECT * FROM TimeTriggersAutomationRules

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

Insert

Name, Actions, and Conditions are mandatory to Insert into TimeTriggersAutomationRules table. For instance:

INSERT INTO TimeTriggersAutomationRules (Name, Actions, Conditions) VALUES ('Test', '[{"field_name": "status", "value": 5}]', '[{"name": "condition_set_1", "match_type": "any", "properties": [{"field_name": "to_email", "resource_type": "ticket", "operator": "contains", "value": ["@lyftron.com"]}]}]')

Update

Following is an example of how to update TimeTriggersAutomationRules table:

UPDATE TimeTriggersAutomationRules SET Name = 'Test2' WHERE Id = '2043002030021'

Delete

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

DELETE FROM TimeTriggersAutomationRules WHERE Id = '2043002030021'

Columns

Name	Type	ReadOnly	Description
Id [KEY]	Bigint	False	Unique ID of the TimeTriggersAutomationRule.
Actions	String	False	Actions of the TimeTriggersAutomationRule.
Active	Boolean	False	Active of the TimeTriggersAutomationRule.
AffectedTicketsCount	Int	False	AffectedTicketsCount of the TimeTriggersAutomationRule.
Conditions	String	False	Conditions of the TimeTriggersAutomationRule.
Name	String	False	Name of the TimeTriggersAutomationRule.
Outdated	Boolean	True	Outdated of the TimeTriggersAutomationRule.
Position	Int	False	Position of the TimeTriggersAutomationRule.
Summary	String	True	Summary of the TimeTriggersAutomationRule.
CreatedAt	Datetime	True	TimeTriggersAutomationRule creation timestamp.
UpdatedAt	Datetime	True	TimeTriggersAutomationRule 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
BusinessHours	Query from BusinessHours table
CustomObjects	Retrieve the available Custom Objects in FreshDesk.
Products	Query from products table
Surveys	Query from surveys table
TicketActivities	Query the TicketActivities view.
TicketProperties	Query the TicketProperties view.

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

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

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.

Table Specific Information

Select

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

SELECT * FROM TicketProperties

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.
TicketType	String	Ticket type of the ticket property.
AssociationType	String	Association type of the ticket property.
AgentName	String	Agent name of the ticket property.
ResolutionDueBy	Datetime	Resolution Due By of the ticket property.
FirstAssignedDate	Datetime	First Assigned Date of the ticket property.
CreatedDate	Datetime	Created Date of the ticket property.
FirstResponseDueBy	Datetime	First Response Due By of the ticket property.
AgentReplyCount	Bigint	Agent Reply Count of the ticket property.
CustomerReplyCount	Bigint	Customer Reply Count of the ticket property.
LastUpdatedDate	Datetime	Last Updated Date of the ticket property.
ResolvedDate	Datetime	Resolved Date of the ticket property.
ClosedDate	Datetime	Closed Date of the ticket property.
FirstResponseDate	Datetime	First Response Date of the ticket property.
ReferenceNumber	String	Reference Number of the ticket property.
RequesterName	String	Requester name of the ticket property.
RequesterEmail	String	Requester email of the ticket property.
RequesterType	String	Requester type of the ticket property.
RequesterLanguage	String	Requester language of the ticket property.
CompanyName	String	Company name of the ticket property.
GroupName	String	Group name of the ticket property.
AssignType	String	Assign type of the ticket property.
Product	String	Product of the ticket property.
FirstAssignedGroup	String	First Assigned Group of the ticket property.
LastUpdatedAgent	String	Last Updated Agent of the ticket property.
FirstAssignedAgent	String	First Assigned Agent of the ticket property.
AgentEmail	String	Agent email of the ticket property.
TicketsAge	Bigint	Tickets Age of the ticket property.
FirstResponseGroup	String	First Response Group of the ticket property.
FirstAssignTimeInCalendarHours	Bigint	First Assign Time In Calendar Hours of the ticket property.
FirstResponseTimeInCalendarHours	Bigint	First Response Time In Calendar Hours of the ticket property.
FirstResponseTimeInBusinessHours	Bigint	First Response Time In Business Hours of the ticket property.
IsSpam	Boolean	Is Spam of the ticket property.
ResolutionTimeInCalendarHours	Bigint	Resolution Time In Calendar Hours of the ticket property.
ResolutionTimeInBusinessHours	Bigint	Resolution Time In Business Hours of the ticket property.
NoOfGroupReassignsTillDate	Bigint	No Of Group Reassigns Till Date of the ticket property.
NoOfTimesReopened	Bigint	No Of Times Reopened of the ticket property.
IsTrash	Boolean	Is Trash of the ticket property.
LastAssignedDate	Datetime	Last Assigned Date of the ticket property.
FirstAssignTimeInBusinessHours	Bigint	First Assign Time In Business Hours of the ticket property.
NoOfAgentReassignsTillDate	Bigint	No Of Agent Reassigns Till Date of the ticket property.
AgentLanguage	String	Agent language of the ticket property.
AgentTimezone	String	Agent timezone of the ticket property.
InternalGroupName	String	Internal group name of the ticket property.
InternalAgentName	String	Internal agent name of the ticket property.
StatusSLATimer	Boolean	Status SLA Timer of the ticket property.
TicketsResolvedWithinFCR	String	Tickets Resolved Within FCR of the ticket property.
TicketsResolvedWithinSLA	String	Tickets Resolved Within SLA of the ticket property.
TicketsFirstRespondedWithinSLA	String	Tickets First Responded Within SLA of the ticket property.
FirstResponseAgent	String	First Response Agent of the ticket property.
TicketsNextRespondedWithinSLA	String	Tickets Next Responded Within SLA of the ticket property.
SkillName	String	Skill Name of the ticket property.
SurveyResultsEmotion	String	Survey Results Emotion of the ticket property.
SurveyResultsSurveyStatus	String	Survey Results Survey Status of the ticket property.
SurveyResultsChoices	String	Survey Results Choices of the ticket property.
SurveyResultsRespondedDate	Datetime	Survey Results Responded Date of the ticket property.
SurveyResultsSurveyName	String	Survey Results Survey Name of the ticket property.
SurveyResultsSentVia	String	Survey Results Sent Via of the ticket property.
SurveyResultsSurveyCreatedDate	Datetime	Survey Results Survey Created Date of the ticket property.
SurveyResultsQuestion	String	Survey Results Question of the ticket property.
SurveyResultsAgentName	String	Survey Results Agent Name of the ticket property.
SurveyResultsGroupName	String	Survey Results Group Name of the ticket property.
SurveyResultsCustomer	String	Survey Results Customer of the ticket property.
SurveyResultsDefaultSurvey	String	Survey Results Default Survey of the ticket property.
SurveyResultsSurveySentDate	Datetime	Survey Results Survey Sent Date of the ticket property.
SurveyUpdatedDate	Datetime	Survey Updated Date of the ticket property.
SurveySentDate	Datetime	Survey Sent Date of the ticket property.
SurveySurveyStatus	String	Survey Survey Status of the ticket property.
SurveySurveyName	String	Survey Survey Name of the ticket property.
SurveyDefaultSurvey	String	Survey Default Survey of the ticket property.
TicketThemeKeywords	String	Ticket Theme Keywords of the ticket property.
TicketThemeName	String	Ticket Theme Name of the ticket property.
TagName	String	Tag Name of the ticket property.
ContactsType	String	Contacts Type of the ticket property.
ContactsEmail	String	Contacts Email of the ticket property.
ContactsName	String	Contacts Name of the ticket property.
ContactsLanguage	String	Contacts Language of the ticket property.
ContactsTimeZone	String	Contacts Time Zone of the ticket property.
ContactsMobile	String	Contacts Mobile of the ticket property.
ContactsMobileNumber	String	Contacts Mobile Number of the ticket property.
CompanyIndustry	String	Company Industry of the ticket property.
CompanyRenewalDate	Datetime	Company Renewal Date of the ticket property.
CompanyAccountTier	String	Company Account Tier of the ticket property.
CompanyHealthScore	String	Company Health Score of the ticket property.
CannedResponseUsedAt	Datetime	Canned Response Used At of the ticket property.
CannedResponseTicketID	String	Canned Response Ticket ID of the ticket property.
CannedResponseCannedResponseTitle	String	Canned Response Canned Response Title of the ticket property.
CannedResponseNoteType	String	Canned Response Note Type of the ticket property.
CannedResponseAgent	String	Canned Response Agent of the ticket property.
CannedResponseAgentType	String	Canned Response Agent Type of the ticket property.
CannedResponseCannedResponseVisibility	String	Canned Response Canned Response Visibility of the ticket property.
CannedResponseCannedResponseCreatedAt	Datetime	Canned Response Canned Response Created At of the ticket property.
CannedResponseAgentGroup	String	Canned Response Agent Group of the ticket property.
CannedResponseFolder	String	Canned Response Folder of the ticket property.
CannedResponseCannedResponseUpdatedAt	Datetime	Canned Response Canned Response Updated At of the ticket property.
CannedResponseCannedResponseAuthor	String	Canned Response Canned Response Author of the ticket property.

Stored procedures are function-like interfaces that extend the functionality of the Sync App 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.

Freshdesk Connector for CData Sync Stored Procedures

Name	Description
AttachToTicket	Create or update a ticket with attachments.
CreateNote	Create a note for a ticket.

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 Sync App 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.

Create a note for a ticket.

Input

Name	Type	Required	Description
Id	String	True	The Id of the ticket.
Attachments	String	False	The attachments. Specify File attachments in the following format: filename1,filecontent1;filename2,filecontent2.
Body	String	True	Content of the note in HTML.
Incoming	String	False	Should note appear as being created from outside. Default is False.
NotifyEmails	String	False	A comma-separated list of email addresses of agents/users who need to be notified about the note.
Private	String	False	should note be private. Default is True.
UserId	String	False	Id of the agent/user who is adding the note.

Result Set Columns

Name	Type	Description
Success	String	Indicates whether the note was successfully created.

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

Firewall

---

Property	Description
FirewallType	Specifies the protocol the provider uses to tunnel traffic through a proxy-based firewall.
FirewallServer	Identifies the IP address, DNS name, or host name of a proxy used to traverse a firewall and relay user queries to network resources.
FirewallPort	Specifies the TCP port to be used for a proxy-based firewall.
FirewallUser	Identifies the user ID of the account authenticating to a proxy-based firewall.
FirewallPassword	Specifies the password of the user account authenticating to a proxy-based firewall.

Proxy

---

Property	Description
ProxyAutoDetect	Specifies whether the provider checks your system proxy settings for existing proxy server configurations, rather than using a manually specified proxy server.
ProxyServer	Identifies the hostname or IP address of the proxy server through which you want to route HTTP traffic.
ProxyPort	Identifies the TCP port on your specified proxy server that has been reserved for routing HTTP traffic to and from the client.
ProxyAuthScheme	Specifies the authentication method the provider uses when authenticating to the proxy server specified in the ProxyServer connection property.
ProxyUser	Provides the username of a user account registered with the proxy server specified in the ProxyServer connection property.
ProxyPassword	Specifies the password of the user specified in the ProxyUser connection property.
ProxySSLType	Specifies the SSL type to use when connecting to the proxy server specified in the ProxyServer connection property.
ProxyExceptions	Specifies a semicolon-separated list of destination hostnames or IPs that are exempt from connecting through the proxy server set in the ProxyServer connection property.

Logging

---

Property	Description
LogModules	Specifies the core modules to include in the log file. Use a semicolon-separated list of module names. By default, all modules are logged.

Schema

---

Property	Description
Location	Specifies the location of a directory containing schema files that define tables, views, and stored procedures. Depending on your service's requirements, this may be expressed as either an absolute path or a relative path.
BrowsableSchemas	Optional setting that restricts the schemas reported to a subset of all available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC .
Tables	Optional setting that restricts the tables reported to a subset of all available tables. For example, Tables=TableA,TableB,TableC .
Views	Optional setting that 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	Specifies the maximum number of rows returned for queries that do not include either aggregation or GROUP BY.
Other	Specifies advanced connection properties for specialized scenarios. Use this property only under the guidance of our Support team to address specific issues.
PseudoColumns	Specifies the pseudocolumns to expose as table columns, expressed as a string in the format 'TableName=ColumnName;TableName=ColumnName'.
RowScanDepth	Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL	Use TicketPropertiesURL to query ticket properties.
TicketsOrderByField	Determines which ticket field to order by.
TicketsOrderByType	Determines which ticket field to order by.
TicketStats	Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout	Specifies the maximum time, in seconds, that the provider waits for a server response before throwing a timeout error.
TypeDetectionScheme	Determines how to determine the data type of columns.
UserDefinedViews	Specifies a filepath to a JSON configuration file that defines custom views. The provider automatically detects and uses the views specified in this file.

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

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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.

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

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

Remarks

If you are using a TLS/SSL connection, use this property to specify the TLS/SSL certificate to be accepted from the server. If you specify a value for this property, all other certificates that are not trusted by the machine are 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

Note: It is possible to use '*' to signify that all certificates should be accepted, but due to security concerns this is not recommended.

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

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Property	Description
FirewallType	Specifies the protocol the provider uses to tunnel traffic through a proxy-based firewall.
FirewallServer	Identifies the IP address, DNS name, or host name of a proxy used to traverse a firewall and relay user queries to network resources.
FirewallPort	Specifies the TCP port to be used for a proxy-based firewall.
FirewallUser	Identifies the user ID of the account authenticating to a proxy-based firewall.
FirewallPassword	Specifies the password of the user account authenticating to a proxy-based firewall.

Specifies the protocol the provider uses to tunnel traffic through a proxy-based firewall.

Remarks

A proxy-based firewall (or proxy firewall) is a network security device that acts as an intermediary between user requests and the resources they access. The proxy accepts the request of an authenticated user, tunnels through the firewall, and transmits the request to the appropriate server.

Because the proxy evaluates and transfers data backets on behalf of the requesting users, the users never connect directly with the servers, only with the proxy.

Note: 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.

The following table provides port number information for each of the supported protocols.

Protocol	Default Port	Description
TUNNEL	80	The port where the Sync App opens a connection to Freshdesk. Traffic flows back and forth via the proxy at this location.
SOCKS4	1080	The port where the Sync App opens a connection to Freshdesk. SOCKS 4 then passes theFirewallUser value to the proxy, which determines whether the connection request should be granted.
SOCKS5	1080	The port where the Sync App sends data to Freshdesk. If the SOCKS 5 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.

Identifies the IP address, DNS name, or host name of a proxy used to traverse a firewall and relay user queries to network resources.

Remarks

A proxy-based firewall (or proxy firewall) is a network security device that acts as an intermediary between user requests and the resources they access. The proxy accepts the request of an authenticated user, tunnels through the firewall, and transmits the request to the appropriate server.

Because the proxy evaluates and transfers data backets on behalf of the requesting users, the users never connect directly with the servers, only with the proxy.

Specifies the TCP port to be used for a proxy-based firewall.

Remarks

A proxy-based firewall (or proxy firewall) is a network security device that acts as an intermediary between user requests and the resources they access. The proxy accepts the request of an authenticated user, tunnels through the firewall, and transmits the request to the appropriate server.

Because the proxy evaluates and transfers data backets on behalf of the requesting users, the users never connect directly with the servers, only with the proxy.

Identifies the user ID of the account authenticating to a proxy-based firewall.

Remarks

A proxy-based firewall (or proxy firewall) is a network security device that acts as an intermediary between user requests and the resources they access. The proxy accepts the request of an authenticated user, tunnels through the firewall, and transmits the request to the appropriate server.

Because the proxy evaluates and transfers data backets on behalf of the requesting users, the users never connect directly with the servers, only with the proxy.

Specifies the password of the user account authenticating to a proxy-based firewall.

Remarks

A proxy-based firewall (or proxy firewall) is a network security device that acts as an intermediary between user requests and the resources they access. The proxy accepts the request of an authenticated user, tunnels through the firewall, and transmits the request to the appropriate server.

Because the proxy evaluates and transfers data backets on behalf of the requesting users, the users never connect directly with the servers, only with the proxy.

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

---

Property	Description
ProxyAutoDetect	Specifies whether the provider checks your system proxy settings for existing proxy server configurations, rather than using a manually specified proxy server.
ProxyServer	Identifies the hostname or IP address of the proxy server through which you want to route HTTP traffic.
ProxyPort	Identifies the TCP port on your specified proxy server that has been reserved for routing HTTP traffic to and from the client.
ProxyAuthScheme	Specifies the authentication method the provider uses when authenticating to the proxy server specified in the ProxyServer connection property.
ProxyUser	Provides the username of a user account registered with the proxy server specified in the ProxyServer connection property.
ProxyPassword	Specifies the password of the user specified in the ProxyUser connection property.
ProxySSLType	Specifies the SSL type to use when connecting to the proxy server specified in the ProxyServer connection property.
ProxyExceptions	Specifies a semicolon-separated list of destination hostnames or IPs that are exempt from connecting through the proxy server set in the ProxyServer connection property.

Specifies whether the provider checks your system proxy settings for existing proxy server configurations, rather than using a manually specified proxy server.

Remarks

When this connection property is set to True, the Sync App checks your system proxy settings for existing proxy server configurations (no need to manually supply proxy server details).

This connection property takes precedence over other proxy settings. If you want to configure the Sync App to connect to a specific proxy server, set ProxyAutoDetect to False.

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

Identifies the hostname or IP address of the proxy server through which you want to route HTTP traffic.

Remarks

The Sync App only routes HTTP traffic through the proxy server specified in this connection property when ProxyAutoDetect is set to False.

If ProxyAutoDetect is set to True (the default), the Sync App instead routes HTTP traffic through the proxy server specified in your system proxy settings.

Identifies the TCP port on your specified proxy server that has been reserved for routing HTTP traffic to and from the client.

Remarks

The Sync App only routes HTTP traffic through the ProxyServer port specified in this connection property when ProxyAutoDetect is set to False.

If ProxyAutoDetect is set to True (the default), the Sync App instead routes HTTP traffic through the proxy server port specified in your system proxy settings.

For other proxy types, see FirewallType.

Specifies the authentication method the provider uses when authenticating to the proxy server specified in the ProxyServer connection property.

Remarks

Supported authentication types :

• BASIC: The Sync App performs HTTP basic authentication.
• DIGEST: The Sync App performs HTTP digest authentication.
• NTLM: The Sync App retrieves an NTLM token.
• NEGOTIATE: The Sync App retrieves an NTLM or Kerberos token based on the applicable protocol for authentication.
• NONE: Signifies that the ProxyServer does not require authentication.

For all values other than NONE, you must also set the ProxyUser and ProxyPassword connection properties.

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

Provides the username of a user account registered with the proxy server specified in the ProxyServer connection property.

Remarks

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

After selecting one of the available authentication types in ProxyAuthScheme, set this property as follows:

ProxyAuthScheme Value	Value to set for ProxyUser
BASIC	The username of a user registered with the proxy server.
DIGEST	The username of a user registered with the proxy server.
NEGOTIATE	The username of a Windows user who is a valid user in the domain or trusted domain that the proxy server is part of, in the format user@domain or domain\user.
NTLM	The username of a Windows user who is a valid user in the domain or trusted domain that the proxy server is part of, in the format user@domain or domain\user.
NONE	Do not set the ProxyPassword connection property.

Note: The Sync App only uses this username if ProxyAutoDetect is set to False. If ProxyAutoDetect is set to True (the default), the Sync App instead uses the username specified in your system proxy settings.

Specifies the password of the user specified in the ProxyUser connection property.

Remarks

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

After selecting one of the available authentication types in ProxyAuthScheme, set this property as follows:

ProxyAuthScheme Value	Value to set for ProxyPassword
BASIC	The password associated with the proxy server user specified in ProxyUser.
DIGEST	The password associated with the proxy server user specified in ProxyUser.
NEGOTIATE	The password associated with the Windows user account specified in ProxyUser.
NTLM	The password associated with the Windows user account specified in ProxyUser.
NONE	Do not set the ProxyPassword connection property.

For SOCKS 5 authentication or tunneling, see FirewallType.

Note: The Sync App only uses this password if ProxyAutoDetect is set to False. If ProxyAutoDetect is set to True (the default), the Sync App instead uses the password specified in your system proxy settings.

Specifies the SSL type to use when connecting to the proxy server specified in the ProxyServer connection property.

Remarks

This property determines when to use SSL for the connection to the HTTP proxy specified by ProxyServer. You can set this connection property to the following values :

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

Specifies a semicolon-separated list of destination hostnames or IPs that are exempt from connecting through the proxy server set in the ProxyServer connection property.

Remarks

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

Note: 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, set ProxyAutoDetect to False.

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

---

Property	Description
LogModules	Specifies the core modules to include in the log file. Use a semicolon-separated list of module names. By default, all modules are logged.

Specifies the core modules to include in the log file. Use a semicolon-separated list of module names. By default, all modules are logged.

Remarks

The Sync App writes details about each operation it performs into the logfile specified by the Logfile connection property.

Each of these logged operations are assigned to a themed category called a module, and each module has a corresponding short code used to labels individual Sync App operations as belonging to that module.

When this connection property is set to a semicolon-separated list of module codes, only operations belonging to the specified modules are written to the logfile. Note that this only affects which operations are logged moving forward and doesn't retroactively alter the existing contents of the logfile. For example: INFO;EXEC;SSL;META;

By default, logged operations from all modules are included.

You can explicitly exclude a module by prefixing it with a "-". For example: -HTTP

To apply filters to submodules, identify them with the syntax <module name>.<submodule name>. For example, the following value causes the Sync App to only log actions belonging to the HTTP module, and further refines it to exclude actions belonging to the Res submodule of the HTTP module: HTTP;-HTTP.Res

Note that the logfile filtering triggered by the Verbosity connection property takes precedence over the filtering imposed by this connection property. This means that operations of a higher verbosity level than the level specified in the Verbosity connection property are not printed in the logfile, even if they belong to one of the modules specified in this connection property.

The available modules and submodules are:

Module Name	Module Description	Submodules
INFO	General Information. Includes the connection string, product version (build number), and initial connection messages.	Connec – Information related to creating or destroying connections. Messag – Generic label for messages pertaining to connections, the connection string, and product version. These messages are typically specific to the Sync App, rather than being received and passed along directly from the service.
EXEC	Query Execution. Includes execution messages for user-written SQL queries, parsed SQL queries, and normalized SQL queries. Success/failure messages for queries and query pages appear here as well.	Messag – Messages pertaining to query execution. These messages are typically specific to the Sync App, rather than being received and passed along directly from the service. Normlz – Query normalization steps. Query normalization is when the product takes the user-submitted query and rewrites the query to get the same results with optimal performance. Origin – This label applies to any messages recording a user's original query (the exact, unaltered, non-normalized query executed by the user). Page – Messages related to query paging. Parsed – Query parsing steps. Parsing is the process of converting the user-submitted query into a standardized format for easier processing.
HTTP	HTTP protocol messages. Includes HTTP requests/responses (including POST messages), as well as Kerberos related messages.	KERB – HTTP requests related to Kerberos. Messag – Messages pertaining to HTTP protocols. These messages are typically specific to the Sync App, rather than being received and passed along directly from the service. Unpack – This label applies to messages about zipped data being returned from the service API and unpacked by the product. Res – Messages containing HTTP responses. Req – Messages containing HTTP requests.
WSDL	Messages pertaining to the generation of WSDL/XSD files.	—
SSL	SSL certificate messages.	Certif – Messages pertaining to SSL certificates.
AUTH	Authentication related failure/success messages.	Messag – Messages pertaining to authentication. These messages are typically specific to the Sync App, rather than being received and passed along directly from the service. OAuth – Messages related to OAuth authentication. Krbros – Kerberos-related authentication messages.
SQL	Includes SQL transactions, SQL bulk transfer messages, and SQL result set messages.	Bulk – Messages pertaining to bulk query execution. Cache – Messages related to reading row data from and writing row data to the product's cache for better performance. Messag – Messages pertaining to SQL transactions. These messages are typically specific to the Sync App, rather than being received and passed along directly from the service. ResSet – Query resultsets. Transc – Messages related to handling transactions, including information about the number of jobs executed and backup table handling.
META	Metadata cache and schema messages.	Cache – Messages related to reading from and modifying column and table definitions in the product's cache for better performance. Schema – Messages related to retrieving metadata from or modifying the service schema. MemSto – Messages related to writing to or reading from in-memory metadata cache. Storag – Messages relating to storing metadata on disk or in an external data store, rather than in memory.
FUNC	Information related to executing SQL functions.	Errmsg – Error messages related to executing SQL functions.
TCP	Incoming and outgoing raw bytes on TCP transport layer messages.	Send – Raw data sent via the TCP protocol. Receiv – Raw data received via the TCP protocol.
FTP	Messages pertaining to the File Transfer Protocol.	Info – Status messages related to communication in the FTP protocol. Client – Messages related to actions taken by the FTP client (the product) during FTP communication. Server – Messages related to actions taken by the FTP server during FTP communication.
SFTP	Messages pertaining to the Secure File Transfer Protocol.	Info – Status messages related to communication in the SFTP protocol. To_Server – Messages related to actions taken by the SFTP client (the product) during SFTP communication. From_Server – Messages related to actions taken by the SFTP server during SFTP communication.
POP	Messages pertaining to data transferred via the Post Office Protocol.	Client – Messages related to actions taken by the POP client (the product) during POP communication. Server – Messages related to actions taken by the POP server during POP communication. Status – Status messages related to communication in the POP protocol.
SMTP	Messages pertaining to data transferred via the Simple Mail Transfer Protocol.	Client – Messages related to actions taken by the SMTP client (the product) during SMTP communication. Server – Messages related to actions taken by the SMTP server during SMTP communication. Status – Status messages related to communication in the SMTP protocol.
CORE	Messages relating to various internal product operations not covered by other modules.	—
DEMN	Messages related to SQL remoting.	—
CLJB	Messages about bulk data uploads (cloud job).	Commit – Submissions for bulk data uploads.
SRCE	Miscellaneous messages produced by the product that don't belong in any other module.	—
TRANCE	Advanced messages concerning low-level product operations.	—

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

---

Property	Description
Location	Specifies the location of a directory containing schema files that define tables, views, and stored procedures. Depending on your service's requirements, this may be expressed as either an absolute path or a relative path.
BrowsableSchemas	Optional setting that restricts the schemas reported to a subset of all available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC .
Tables	Optional setting that restricts the tables reported to a subset of all available tables. For example, Tables=TableA,TableB,TableC .
Views	Optional setting that restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC .

Specifies the location of a directory containing schema files that define tables, views, and stored procedures. Depending on your service's requirements, this may be expressed as either an absolute path or a relative path.

Remarks

The Location property is only needed if you want to either customize definitions (for example, change a column name, ignore a column, etc.) 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, where %APPDATA% is set to the user's configuration directory:

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

Optional setting that restricts the schemas reported to a subset of all available schemas. For example, BrowsableSchemas=SchemaA,SchemaB,SchemaC .

Remarks

Listing all available database schemas can take extra time, thus degrading performance. Providing a list of schemas in the connection string saves time and improves performance.

Optional setting that restricts the tables reported to a subset of all available tables. For example, Tables=TableA,TableB,TableC .

Remarks

Listing all available tables from some databases can take extra time, thus degrading performance. Providing a list of tables in the connection string saves time and improves performance.

If there are lots of tables available and you already know which ones you want to work with, you can use this property to restrict your viewing to only those tables. To do this, 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: If you are connecting to a data source with multiple schemas or catalogs, you must specify each table you want to view by its fully qualified name. This avoids ambiguity between tables that may exist in multiple catalogs or schemas.

Optional setting that restricts the views reported to a subset of the available tables. For example, Views=ViewA,ViewB,ViewC .

Remarks

Listing all available views from some databases can take extra time, thus degrading performance. Providing a list of views in the connection string saves time and improves performance.

If there are lots of views available and you already know which ones you want to work with, you can use this property to restrict your viewing to only those views. To do this, 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: If you are connecting to a data source with multiple schemas or catalogs, you must specify each view you want to examine by its fully qualified name. This avoids ambiguity between views that may 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	Specifies the maximum number of rows returned for queries that do not include either aggregation or GROUP BY.
Other	Specifies advanced connection properties for specialized scenarios. Use this property only under the guidance of our Support team to address specific issues.
PseudoColumns	Specifies the pseudocolumns to expose as table columns, expressed as a string in the format 'TableName=ColumnName;TableName=ColumnName'.
RowScanDepth	Set this property to control the number of rows scanned when TypeDetectionScheme is set to RowScan.
TicketPropertiesURL	Use TicketPropertiesURL to query ticket properties.
TicketsOrderByField	Determines which ticket field to order by.
TicketsOrderByType	Determines which ticket field to order by.
TicketStats	Use TicketsStats to retrieve stats attributes of a ticket, which are not normally available.
Timeout	Specifies the maximum time, in seconds, that the provider waits for a server response before throwing a timeout error.
TypeDetectionScheme	Determines how to determine the data type of columns.
UserDefinedViews	Specifies a filepath to a JSON configuration file that defines custom views. The provider automatically detects and uses the views specified in this file.

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.

Specifies the maximum number of rows returned for queries that do not include either aggregation or GROUP BY.

Remarks

The default value for this property, -1, means that no row limit is enforced unless the query explicitly includes a LIMIT clause. (When a query includes a LIMIT clause, the value specified in the query takes precedence over the MaxRows setting.)

Setting MaxRows to a whole number greater than 0 ensures that queries do not return excessively large result sets by default.

This property is useful for optimizing performance and preventing excessive resource consumption when executing queries that could otherwise return very large datasets.

Specifies advanced connection properties for specialized scenarios. Use this property only under the guidance of our Support team to address specific issues.

Remarks

This property allows advanced users to configure hidden properties for specialized situations, with the advice of our Support team. These settings are not required for normal use cases but can address unique requirements or provide additional functionality. To define multiple properties, use a semicolon-separated list.

Note: It is strongly recommended to set these properties only when advised by the Support team to address specific scenarios or issues.

Integration and Formatting

Property	Description
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=True	Converts date-time values to GMT, instead of the local time of the machine. The default value is False (use local time).
RecordToFile=filename	Records the underlying socket data transfer to the specified file.

Specifies the pseudocolumns to expose as table columns, expressed as a string in the format 'TableName=ColumnName;TableName=ColumnName'.

Remarks

This property allows you to define which pseudocolumns the Sync App exposes as table columns.

To specify individual pseudocolumns, use the following format:

Table1=Column1;Table1=Column2;Table2=Column3

To include all pseudocolumns for all tables use:

*=*

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.

Determines which ticket field to order by.

Remarks

CreatedAt	Setting to CreatedAt will add CreatedAt as an order by field to the request.
UpdatedAt	Setting to UpdatedAt will add UpdatedAt as an order by field to the request.

Determines which ticket field to order by.

Remarks

DESC	Setting to DESC will add desc as the order by type to the request.
ASC	Setting to ASC will add asc as the order by type to the request.

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.

Specifies the maximum time, in seconds, that the provider waits for a server response before throwing a timeout error.

Remarks

The timeout applies to each individual communication with the server rather than the entire query or operation. For example, a query could continue running beyond 60 seconds if each paging call completes within the timeout limit.

Timeout is set to 60 seconds by default. To disable timeouts, set this property to 0.

Disabling the timeout allows operations to run indefinitely until they succeed or fail due to other conditions such as server-side timeouts, network interruptions, or resource limits on the server.

Note: Use this property cautiously to avoid long-running operations that could degrade performance or result in unresponsive behavior.

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.

Specifies a filepath to a JSON configuration file that defines custom views. The provider automatically detects and uses the views specified in this file.

Remarks

UserDefinedViews allows you to define and manage custom views through a JSON-formatted configuration file called UserDefinedViews.json. These views are automatically recognized by the Sync App and enable you to execute custom SQL queries as if they were standard database views. The JSON file defines each view as a root element with a child element called "query", which contains the 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)"
	}
}

You can use this property to define multiple views in a single file and specify the filepath. For example:

UserDefinedViews=C:\Path\To\UserDefinedViews.json

When you specify a view in UserDefinedViews, the Sync App only sees that view.

For further information, see User Defined Views.

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i) effectively disclaims on behalf of all Contributors all warranties and conditions, express and implied, including warranties or conditions of title and non-infringement, and implied warranties or conditions of merchantability and fitness for a particular purpose;

ii) effectively excludes on behalf of all Contributors all liability for damages, including direct, indirect, special, incidental and consequential damages, such as lost profits;

iii) states that any provisions which differ from this Agreement are offered by that Contributor alone and not by any other party; and

iv) states that source code for the Program is available from such Contributor, and informs licensees how to obtain it in a reasonable manner on or through a medium customarily used for software exchange.

When the Program is made available in source code form:

a) it must be made available under this Agreement; and

b) a copy of this Agreement must be included with each copy of the Program.

Contributors may not remove or alter any copyright notices contained within the Program.

Each Contributor must identify itself as the originator of its Contribution, if any, in a manner that reasonably allows subsequent Recipients to identify the originator of the Contribution.

4. COMMERCIAL DISTRIBUTION

Commercial distributors of software may accept certain responsibilities with respect to end users, business partners and the like. While this license is intended to facilitate the commercial use of the Program, the Contributor who includes the Program in a commercial product offering should do so in a manner which does not create potential liability for other Contributors. Therefore, if a Contributor includes the Program in a commercial product offering, such Contributor ("Commercial Contributor") hereby agrees to defend and indemnify every other Contributor ("Indemnified Contributor") against any losses, damages and costs (collectively "Losses") arising from claims, lawsuits and other legal actions brought by a third party against the Indemnified Contributor to the extent caused by the acts or omissions of such Commercial Contributor in connection with its distribution of the Program in a commercial product offering. The obligations in this section do not apply to any claims or Losses relating to any actual or alleged intellectual property infringement. In order to qualify, an Indemnified Contributor must: a) promptly notify the Commercial Contributor in writing of such claim, and b) allow the Commercial Contributor to control, and cooperate with the Commercial Contributor in, the defense and any related settlement negotiations. The Indemnified Contributor may participate in any such claim at its own expense.

For example, a Contributor might include the Program in a commercial product offering, Product X. That Contributor is then a Commercial Contributor. If that Commercial Contributor then makes performance claims, or offers warranties related to Product X, those performance claims and warranties are such Commercial Contributor's responsibility alone. Under this section, the Commercial Contributor would have to defend claims against the other Contributors related to those performance claims and warranties, and if a court requires any other Contributor to pay any damages as a result, the Commercial Contributor must pay those damages.

5. NO WARRANTY

EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, THE PROGRAM IS PROVIDED ON AN "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OR CONDITIONS OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Each Recipient is solely responsible for determining the appropriateness of using and distributing the Program and assumes all risks associated with its exercise of rights under this Agreement, including but not limited to the risks and costs of program errors, compliance with applicable laws, damage to or loss of data, programs or equipment, and unavailability or interruption of operations.

6. DISCLAIMER OF LIABILITY

EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, NEITHER RECIPIENT NOR ANY CONTRIBUTORS SHALL HAVE ANY LIABILITY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING WITHOUT LIMITATION LOST PROFITS), HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OR DISTRIBUTION OF THE PROGRAM OR THE EXERCISE OF ANY RIGHTS GRANTED HEREUNDER, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

7. GENERAL

If any provision of this Agreement is invalid or unenforceable under applicable law, it shall not affect the validity or enforceability of the remainder of the terms of this Agreement, and without further action by the parties hereto, such provision shall be reformed to the minimum extent necessary to make such provision valid and enforceable.

If Recipient institutes patent litigation against a Contributor with respect to a patent applicable to software (including a cross-claim or counterclaim in a lawsuit), then any patent licenses granted by that Contributor to such Recipient under this Agreement shall terminate as of the date such litigation is filed. In addition, if Recipient institutes patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Program itself (excluding combinations of the Program with other software or hardware) infringes such Recipient's patent(s), then such Recipient's rights granted under Section 2(b) shall terminate as of the date such litigation is filed.

All Recipient's rights under this Agreement shall terminate if it fails to comply with any of the material terms or conditions of this Agreement and does not cure such failure in a reasonable period of time after becoming aware of such noncompliance. If all Recipient's rights under this Agreement terminate, Recipient agrees to cease use and distribution of the Program as soon as reasonably practicable. However, Recipient's obligations under this Agreement and any licenses granted by Recipient relating to the Program shall continue and survive.

Everyone is permitted to copy and distribute copies of this Agreement, but in order to avoid inconsistency the Agreement is copyrighted and may only be modified in the following manner. The Agreement Steward reserves the right to publish new versions (including revisions) of this Agreement from time to time. No one other than the Agreement Steward has the right to modify this Agreement. IBM is the initial Agreement Steward. IBM may assign the responsibility to serve as the Agreement Steward to a suitable separate entity. Each new version of the Agreement will be given a distinguishing version number. The Program (including Contributions) may always be distributed subject to the version of the Agreement under which it was received. In addition, after a new version of the Agreement is published, Contributor may elect to distribute the Program (including its Contributions) under the new version. Except as expressly stated in Sections 2(a) and 2(b) above, Recipient receives no rights or licenses to the intellectual property of any Contributor under this Agreement, whether expressly, by implication, estoppel or otherwise. All rights in the Program not expressly granted under this Agreement are reserved.

This Agreement is governed by the laws of the State of New York and the intellectual property laws of the United States of America. No party to this Agreement will bring a legal action under this Agreement more than one year after the cause of action arose. Each party waives its rights to a jury trial in any resulting litigation.