Freshdesk

Creating the data source

By adding the Freshdesk data source to Kondado, you can have access to your ticket data in your Data Warehouse or Data Lake – a process also known as ETL or ELT

Adding the data source

To add the Freshdesk data source, follow the steps below:

1) Log in to your Freshdesk account

Attention: The Freshdesk user used must have Administrator permissions

2) Click on your profile picture in the upper right corner and then on "Profile Settings"

3) In the sidebar on the right you will find your API key

4) Log in to Kondado, go to the add data sources section and select the Freshdesk data source

5) On the data source page, do the following:

In Domain, paste the first part of your Freshdesk login URL. For example, if your access URL is https://company.freshdesk.com, use the value company
In API key, paste the value obtained in step (3)

6) Now just name your data source and click SAVE

Pipelines

Relationship chart

Click to expand

Agents

Replication type: Full

Agents (internal support users) of the Freshdesk account, one per row. Includes name, email, phone, language, time zone, ticket permission scope, availability for automatic assignment and the creation, update and last-login timestamps.

Campo	Tipo
id	text	[en] User ID of the agent
available	boolean	[en] If the agent is in a group that has enabled Automatic Ticket Assignment, this attribute will be set to true if the agent is accepting new tickets
updated_at	timestamp	[en] Agent updated timestamp
available_since	timestamp	[en] Timestamp that denotes when the agent became available/unavailable (depending on the value of the 'available' attribute)
last_active_at	timestamp
ticket_scope	text	[en] Ticket permission of the agent (1 -> Global Access, 2 -> Group Access, 3 -> Restricted Access)
created_at	timestamp	[en] Agent creation timestamp
occasional	boolean	[en] Set to true if this is an occasional agent (true => occasional, false => full-time)
contact__updated_at	timestamp	[en] Timestamp of the last update
contact__phone	text	[en] Telephone number of the agent
contact__last_login_at	timestamp	[en] Timestamp of the agent's last successful login
contact__active	boolean	[en] Set to true if the agent is verified
contact__name	text	[en] Name of the agent
contact__language	text	[en] Language of the agent. Default language is en
contact__mobile	text	[en] Mobile number of the agent
contact__created_at	timestamp	[en] Creation timestamp
contact__time_zone	text	[en] Time zone of the agent
contact__email	text	[en] Email address of the agent
contact__job_title	text	[en] Job title of the agent
signature	text	[en] Signature of the agent in HTML format
type	text

Contacts

Replication type: Incremental

Parameters:

Read start date (Savepoint): Data replication initial date

Contacts (requesters/end customers) of the Freshdesk account, one per row. Includes name, email, phone, mobile, job title, language, time zone, associated company, description, social-network identifiers and the creation and update timestamps.

Campo	Tipo
id	text	[en] ID of the contact
preferred_source	text
twitter_followers_count	text
description	text	[en] A short description of the contact
language	text	[en] Language of the contact
twitter_id	text	[en] Twitter handle of the contact
mobile	text	[en] Mobile number of the contact
name	text	[en] Name of the contact
created_at	timestamp	[en] Contact creation timestamp
facebook_id	text
company_id	text	[en] ID of the primary company to which this contact belongs
unique_external_id	text	[en] External ID of the contact
email	text	[en] Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute
updated_at	timestamp	[en] Contact updated timestamp
phone	text	[en] Telephone number of the contact
time_zone	text	[en] Time zone in which the contact resides
twitter_profile_status	boolean
address	text	[en] Address of the contact
active	boolean	[en] Set to true if the contact has been verified
csat_rating	text
job_title	text	[en] Job title of the contact

Tickets

Replication type: Incremental

Parameters:

Read start date (Savepoint): Data replication initial date

Relationships:

responder_id → Agents > id
requester__id → Contacts > id

Main object

Freshdesk helpdesk support tickets, one per row. Includes subject, description, status, priority, source channel, requester, company, assigned agent and the lifecycle timestamps (creation, first response, resolution, closing).

Campo	Tipo
id	text	[pt] ID único do ticket
updated_at	timestamp	[pt] Timestamp de atualização do ticket
subject	text	[pt] Assunto do ticket
stats__reopened_at	timestamp
stats__resolved_at	timestamp
stats__first_responded_at	timestamp
stats__closed_at	timestamp
stats__status_updated_at	timestamp
stats__agent_responded_at	timestamp
stats__pending_since	timestamp
stats__requester_responded_at	timestamp
spam	boolean	[pt] TRUE se o ticket foi marcado como spam
due_by	timestamp	[pt] Timestamp que indica quando o ticket deve ser resolvido
responder_id	text	[pt] ID do agente para quem o ticket foi atribuído Agents > > id
priority	text	[pt] Prioridade do ticket
source	text	[pt] O canal por onde o ticket foi criado
type	text	[pt] Ajuda a categorizar o ticket de acordo com diferentes níveis de tarefas que o seu time lida
support_email	text
status	text	[pt] Status do ticket
is_escalated	boolean	[pt] Verdadeiro caso o ticket seja escalado por qualquer motivo
email_config_id	text	[en] ID of the email configuration (support/sales mailbox) used for this ticket.
company__id	text	[en] ID of the company to which this ticket belongs
company__name	text	[en] Name of the company to which this ticket belongs
requester__mobile	text	[en] Mobile phone of the requester
requester__email	text	[en] Email of the requester
requester__id	text	[en] User ID of the requester Contacts > > id
requester__phone	text	[en] Phone of the requester
requester__name	text	[en] Name of the requester
product_id	text	[en] ID of the product to which the ticket is associated
fr_due_by	timestamp	[en] Timestamp that denotes when the first response is due
fr_escalated	boolean	[en] Set to true if the ticket has been escalated as the result of first response time being breached
created_at	timestamp	[en] Ticket creation timestamp
group_id	text	[en] ID of the group to which the ticket has been assigned
description	text	[en] HTML content of the ticket
description_text	text	[en] Content of the ticket in plain text

freshdesk_tickets__tags

Child table of freshdesk_tickets listing the tags associated with each ticket, one row per tag. Linked to the parent ticket through the ticket_id column.

Campo	Tipo
ticket_id	text	[en] Unique ID of the ticket
tag	text	[en] Tag associated with the ticket

freshdesk_tickets__emails

Child table of freshdesk_tickets listing the email addresses tied to each ticket, one row per email, with the type of involvement (cc, reply_cc, fwd, to). Linked to the parent ticket through the ticket_id column.

Campo	Tipo
ticket_id	text	[en] Unique ID of the ticket
email_type	text	[en] Type of email address associated with the ticket. Eg: cc, reply_cc, to
email_address	text	[en] Email address of a given type for a given ticket_id

Tickets: custom fields

Replication type: Incremental

Parameters:

Read start date (Savepoint): Data replication initial date

Relationships:

id → Tickets > id

Values of the custom fields configured in the Freshdesk account for tickets, one row per ticket. Each column maps to a company-defined custom field; relates to freshdesk_tickets through the id.

Campo	Tipo
id	text	[pt] ID único do ticket Tickets > > id
updated_at	timestamp	[pt] Timestamp de atualização do ticket
cf_custom_field_x	text	[pt] Exemplo de custom field x
cf_custom_field_y	text	[pt] Exemplo de custom field x
cf_custom_field_z	text	[pt] Exemplo de custom field x

Notes

Part of this documentation was automatically generated by AI and may contain errors. We recommend verifying critical information

Add Freshdesk as a data source on Kondado

Connect your Freshdesk ticket, agent, and contact data to Kondado for automated ETL into your data warehouse, BI tool, or spreadsheet.

1

Sign in to Freshdesk with an Administrator user

Log in to your Freshdesk account using a user with Administrator permissions, since this is required to access the API key.

2

Copy your Freshdesk API key

Click your profile picture in the upper-right corner, open Profile Settings, and copy the API key shown in the right sidebar.

3

Identify your Freshdesk domain

Locate the first segment of your Freshdesk login URL. For example, if your URL is https://company.freshdesk.com, your domain is company.

4

Add Freshdesk as a data source on Kondado

On the Kondado platform, open the add data sources page, select Freshdesk, paste the domain and API key, name the source and click SAVE.

5

Send Freshdesk data to your destination

Once the source is saved, route Agents, Contacts, Tickets and Tickets: Custom Fields to one of the supported destinations to start reporting on your support data.

Frequently asked questions

What permissions does the Freshdesk user need?▼

The Freshdesk user must have Administrator permissions to generate and access the API key required for the connection.

Which Freshdesk data objects are available in Kondado?▼

Kondado extracts Agents, Contacts, Tickets (with tags and emails), and Tickets: Custom Fields. The Tickets object includes fields like status, priority, requester details, and resolution timestamps.

Where can I send Freshdesk data after connecting it?▼

You can send Freshdesk data to any supported destination, including data warehouses, BI tools, or spreadsheets for further analysis and visualization.

What is the 'Domain' field when adding Freshdesk?▼

The Domain is the first part of your Freshdesk login URL. For example, if your URL is https://company.freshdesk.com, you enter company in the Domain field.

Does Kondado support Freshdesk custom fields?▼

Yes. Kondado extracts custom fields prefixed with cf_ (e.g., cf_custom_field_x) through the Tickets: Custom Fields pipeline, linked by ticket ID.

Written by

Thassyo Pereira·Published 2023-07-17·Updated 2026-06-01