Freshdesk plugin

This plugin allows you to easily connect to your organization and retrieve support tickets raised, and visualize them based on their status, priority, agent assigned, satisfaction ratings, etc.

Adding a data source

To add a data source, open the relevant workspace and then click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Add data source page.

Before you start

When configuring the data source you must provide your Freshdesk Domain and an API key that has at least read-only access to your tickets. The following describes where to find your domain URL and how to generate the API key in Freshdesk.

Finding your domain URL

To find your Freshdesk domain URL, log into your Freshdesk account and look in the browser address bar. The URL will be in the format of yourdomain.freshdesk.com. You can also find it in the Admin panel under the Portals section.

If you have a custom portal URL, it will be displayed in the browser address bar or the Portals section of the Admin panel.

Generating an API Key

To generate an API key in Freshdesk:

  1. In Freshdesk, log in to your account.
  2. Click the top-right profile picture and select Profile Settings.
  3. Click View API key option on the right pane and complete the captcha verification.

    If no API key exists, you might instead see a Generate your API key button. Click this to create a new, unique API token. The API key's permissions are tied to the role and permissions of the agent who generated it, so ensure that the user you generate the key with has access to the data you want to import to SquaredUp.

  4. Once the API key is displayed, copy it and store it in a secure location. Freshdesk typically only displays the key once upon generation or viewing, so it's crucial to save it immediately.

Configuring the data source

  1. Display name:
    Enter a name for your data source. This helps you to identify this data source in the list of your data sources.

  2. Freshdesk domain:
    Enter the domain name you configured while setting up the Freshdesk organization, for example: squaredup-abc.freshdesk.com. See finding your domain URL for where to find this.
  3. API key:
    Enter the Freshdesk API key you generated. See finding your API key for where to find this.

  4. Restrict access to this data source:
    Optionally, enable this toggle if you only want certain users/groups to have access to the data source, or those with the permission to link it to new workspaces. See data source access control for more information.

  5. Click Test and add to validate the data source configuration. SquaredUp will now attempt to connect to SquaredUp using the provided authentication method.

    • Testing passed – a success message will be displayed and then the configuration will be saved.
    • Testing passed with warnings – warnings will be listed and potential fixes suggested. You can still use the data source with warnings. Select Save with warnings if you believe that you can still use the data source as required with the warnings listed. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
    • Testing Failed – errors will be listed and potential fixes suggested. You cannot use the data source with errors. You are able to select Save with errors if you believe that a system outside of SquaredUp is causing the error that you need to fix. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.

    You can edit data source configurations at any time from Settings > Data Sources.

Next Steps

After the data source has been configured and added to SquaredUp you now explore your data and use the data streams provided by the plugin to start creating dashboards.

Graph imported objects

Object
Description
Data streams
Agents
Representative of the users configured in Freshdesk as “Agents”. These are the users in your organization that the tickets are assigned to.
Tickets (by agent)
Groups

Representative of an object that contains multiple agents to identify and categorize a pattern of tickets.
Tickets (by group)

Data streams

You can use these data streams to create new tiles to show data, or if there are preconfigured dashboards installed you can copy or edit those.

Data streams standardize data from all the different shapes and formats your tools use and return it in a straightforward table format.

While creating a tile you can tweak data streams by grouping or aggregating specific columns.

Data streams can be either global or scoped:

  • Global data streams are unscoped and return information of a general nature (e.g. "Get the current number of unused hosts").
  • A scoped data stream gets information relevant to the specific set objects supplied in the tile scope (e.g. "Get the current session count for these hosts").

See Data Streams for more information.

The following data streams are installed with this plugin.

Agents

Returns all Freshdesk agents

Companies

Returns all Freshdesk companies

Contacts

Returns all Freshdesk contacts

Groups

Returns all Freshdesk groups

Products

Returns all Freshdesk products

Satisfaction Ratings

Returns all Freshdesk satisfaction ratings

SLA Policies

Returns all Freshdesk SLA policies

Tickets

Returns all Freshdesk tickets without filtering

Tickets (by Agent)

Returns tickets assigned to a specific agent

Tickets (by Group)

Returns tickets assigned to a specific group

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