Freshdesk

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Freshdesk is a cloud-based customer service software that provides businesses with tools for managing customer support via multiple channels including email, phone, websites, and social media.

This Freshdesk dlt verified source and pipeline example loads data using the "Freshdesk API" to the destination of your choice.

Resources that can be loaded using this verified source are:

S.No.	Name	Description
1.	agents	Users responsible for managing and resolving customer inquiries and support tickets.
2.	companies	Customer organizations or groups that agents support.
3.	contacts	Individuals or customers who reach out for support.
4.	groups	Agents organized based on specific criteria.
5.	roles	Predefined sets of permissions that determine what actions an agent can perform.
6.	tickets	Customer inquiries or issues submitted via various channels like email, chat, phone, etc.

Setup Guide

Grab credentials

To obtain your Freshdesk credentials, follow these steps:

1. Log in to your Freshdesk account.
2. Click on the profile icon to open "Profile Settings".
3. Copy the API key displayed on the right side.

Note: The Freshdesk UI, which is described here, might change. The full guide is available at this link.

Initialize the verified source

To get started with your data pipeline, follow these steps:

1. Enter the following command:

   dlt init freshdesk duckdb

   This command will initialize the pipeline example with Freshdesk as the source and duckdb as the destination.

2. If you'd like to use a different destination, simply replace duckdb with the name of your preferred destination.

3. After running this command, a new directory will be created with the necessary files and configuration settings to get started.

For more information, read the guide on how to add a verified source.

Add credentials

1. In the .dlt folder, there's a file called secrets.toml. It's where you store sensitive information securely, like access tokens. Keep this file safe. Here's what the file looks like:

   # Put your secret values and credentials here
   # Github access token (must be classic for reactions source)
   [sources.freshdesk]
   domain = "please set me up!" # Enter the freshdesk domain here
   api_secret_key = "please set me up!" # Enter the freshdesk API key here

2. In the domain, enter the domain of your Freshdesk account.

3. In api_secret_key, enter the API key you copied above.

Run the pipeline

1. Before running the pipeline, ensure that you have installed all the necessary dependencies by running the command:

   pip install -r requirements.txt
2. You're now ready to run the pipeline! To get started, run the following command:

   python freshdesk_pipeline.py
3. Once the pipeline has finished running, you can verify that everything loaded correctly by using the following command:

   dlt pipeline <pipeline_name> show
   For example, the pipeline_name for the above pipeline example is freshdesk_pipeline, you may also use any custom name instead.

For more information, read the guide on how to run a pipeline.

Sources and resources

dlt works on the principle of sources and resources.

Source freshdesk_source

This function retrives the data from specified Freshdesk API endpoints.

@dlt.source()
def freshdesk_source(
    endpoints: Optional[List[str]] = None,
    per_page: int = 100,
    domain: str = dlt.secrets.value,
    api_secret_key: str = dlt.secrets.value,
) -> Iterable[DltResource]:
    ...

This source supports pagination and incremental data loading. It fetches data from a list of specified endpoints, or defaults to predefined endpoints in "settings.py".

endpoints: A list of Freshdesk API endpoints to fetch. Defaults to "settings.py".

per_page: The number of items to fetch per page, with a maximum of 100.

domain: The Freshdesk domain from which to fetch the data. Defaults to "config.toml".

api_secret_key: Freshdesk API key. Defaults to "secrets.toml".

Resource endpoints

This function creates and yields a dlt resource for each endpoint in "settings.py".

@dlt.source()
def freshdesk_source(
    #args as defined above
) -> Iterable[DltResource]:
    for endpoint in endpoints:
        yield dlt.resource(
            incremental_resource,
            name=endpoint,
            write_disposition="merge",
            primary_key="id",
        )(endpoint=endpoint)

incremental_resource: A function that fetches and yields paginated data from a specified API endpoint.

name: Specifies the name of the endpoint.

write_disposition: Specifies the write disposition to load data.

primary_key: Specifies "id" as primary key of the resource.

Customization

Create your own pipeline

If you wish to create your own pipelines, you can leverage source and resource methods from this verified source.

1. Configure the pipeline by specifying the pipeline name, destination, and dataset as follows:

   pipeline = dlt.pipeline(
       pipeline_name="freshdesk_pipeline",  # Use a custom name if desired
       destination="duckdb",  # Choose the appropriate destination (e.g., duckdb, redshift, post)
       dataset_name="freshdesk_data"  # Use a custom name if desired
   )

   To read more about pipeline configuration, please refer to our documentation.

2. To load data from all the endpoints, specified in "settings.py".

   load_data = freshdesk_source()
   # Run the pipeline
   load_info = pipeline.run(load_data)
   # Print the pipeline run information
   print(load_info)

3. To load the data from "agents", "contacts", and "tickets":

   load_data = freshdesk_source().with_resources("agents", "contacts", "tickets")
   # Run the pipeline
   load_info = pipeline.run(load_data)
   # Print the pipeline run information
   print(load_info)

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