Freshworks component

Freshworks Component is designed to connect with different Freshworks products using API

API version

Current release of component tested with following Freshworks products API versions:

Freshdesk - v2.0

Credentials

Component credentials configuration fields:

Freshworks product (dropdown, required) - Select one of supported Freshworks products:
- Freshdesk - Customer Service Software
API Base URI (string, required) - URL to your product, different for each product, in most cases looks like this:
- Freshdesk - https://domain.freshdesk.com/ where domain is your domain name
API key (string, required) - Can be found in your profile settings page

Triggers

Get New and Updated Objects Polling

Retrieve all the updated or created objects within a given time range.

Configuration Fields

Object Type - (string, required): Object-type to lookup on. E.g Ticket.
Time stamp field to poll on - (dropdown, required): Select which date will be used to track files - Last Modified or Created
Emit Behavior - (dropdown, optional, default Emit individually): Defines the way result objects will be emitted, one of Emit page or Emit individually.
Page Size - (number, optional, defaults to 100, max 100): Indicates the size of pages to be emitted per message
Start Time - (string, optional): The timestamp to start polling from (inclusive) - using ISO 8601 Date time utc format - YYYY-MM-DDThh:mm:ssZ. Default value is the beginning of time (January 1, 1970 at 00:00).
End Time - (string, optional): The timestamp to stop polling (exclusive) - using ISO 8601 Date time utc format - YYYY-MM-DDThh:mm:ssZ. Default value is flow execution time.

Input Metadata

There is no input metadata in this trigger.

Output Metadata

Depends on Emit behavior field:

If Emit behavior field is equal to Emit page - object with property results that contains array of objects
If Emit behavior field is equal to Emit individually, object information will fulfill whole message

Limitations

Freshdesk:
- In first flow execution (when snapshot is empty) component will use List All endpoint (for example - List All Tickets) to get maximum records.
- List All Tickets is limited to 9000 records, other Object Types unlimited.
- Following flow executions (when snapshot is present) will use Filter endpoint (for example - Filter Tickets)
- Filter endpoint is limited to 300 records
- For retrieve sample Page Size reduced to 10 and component will stop after emitting first page

Actions

Delete Object By ID

Delete an object by a provided ID.

Configuration Fields

Object Type - (dropdown, required): Object-type to upsert. E.g Ticket.
Emit strategy when object not found - (dropdown, optional, Emit nothing by default) - select one of options to handle case when file not exist:
- Emit nothing - component will not produce any messages
- Emit an empty object - result will be an empty object: {}
- Throw an error - error will be thrown
Hard delete (Contacts only) - (checkbox, optional) - Applies to Freshdesk Contacts only. When checked, two API calls will be made - a safe delete followed by a hard delete. Hard delete a contact to completely remove it from the portal. Can be used for GDPR compliance. A contact must not be soft-deleted for the action to process correctly!

Input Metadata

ID - (string, required): ID of the object to lookup by.

Output Metadata

Depending on the Emit strategy when object not found configuration an output message can be either empty ({}) or:

ID - (string, optional): ID of the object to lookup by.

Lookup Object By ID (at most one)

Search for object by a provided ID. There should be either 1 (found) or 0 (not found) results.

Configuration Fields

Object Type - (dropdown, required): Object-type to upsert. E.g Ticket.
Allow criteria to be omitted - (checkbox, optional): In case checkbox is unchecked - an error will be thrown when object id is missing in metadata, if it is checked - an empty object will be returned instead of throwing an error.
Allow Zero Results - (checkbox, optional): In case checkbox is unchecked - an error will be thrown when no objects were found. If it is checked - an empty object will be returned instead of throwing an error.

Input Metadata

ID - (string, optional): ID of the object to lookup by.

Output Metadata

Result object of view (find) operation.

Lookup Objects (plural)

Lookup a set of objects using a defined criteria list. Can be emitted in different ways.

Configuration Fields

Object Type - (dropdown, required): Object type to lookup on. E.g Contacts.
Emit Behavior - (dropdown, required): Defines the way result objects will be emitted, one of Emit all, Emit page or Emit individually.
Expert Mode for Filter Expression - (checkbox, optional): If checked, any query can be entered in metadata field Filter Expression. For advanced users.
Number of search terms (number, optional) - text field to specify the number of search terms (positive integer number [1-99] or 0).

Input Metadata

If configuration field Expert Mode for Filter Expression is enabled:

Filter Expression - (strings, required): If checked, any query can be entered here. For advanced users.

Example for Freshdesk Contacts: unique_external_id:null AND created_at:>'2022-07-13', more info

If configuration field Expert Mode for Filter Expression is disabled: Depend on configuration field Number of search terms. If = N - N search term and N-1 logical operators will be generated, if = 0 - any search term will be generated.

Example for Freshdesk product where Number of search terms = 2:

{
  "sTerm_1": {
    "fieldName": "unique_external_id",
    "condition": ":",
    "fieldValue": "null"
  },
  "link_1_2": "and",
  "sTerm_2": {
    "fieldName": "created_at",
    "condition": ":>",
    "fieldValue": "2022-07-13"
  }
}

If selected Emit Behavior - Emit page is selected - additional fields may be added (if the Freshworks product and selected Object Type support it):

Page Size - (number, defaults to 1): Indicates how many records should be fetched.
Page Number - (number, defaults to 1): Indicates page number to be fetched.

In some cases, here may be only one filed to search, for example in Freshdesk if selected Object Type is Company, there will be only one field for input metadata:

Name - (string, optional): Search for a company using its name, case insensitive, can be looked up using part of the name that starts with provided string

Output Metadata

For Emit All and Emit Page mode: An object, with key results that has an array as its value. For Emit Individually mode: Each object which fill the entire message.

Limitations

Freshdesk:
- Currently for Object Types Contact and Ticket each API call can get up to 30 records, in total maximum results is 300 records (API allows to get 10 pages with 30 records each)
- For Object Type Company if you provide name to search, there will be additional API call for each record to extract full information, deleted companies will not be included in the results

Make Raw Request

Executes custom request.

Configuration Fields

Don’t throw error on 404 Response - (optional, boolean): Treat 404 HTTP responses not as error, defaults to false.

Input Metadata

Url - (string, required): Path of the resource relative to the base URL or full path to it.
Base URL to different products:
- Freshdesk - httрs://domain.freshdesk.com/api/v2/ where httрs://domain.freshdesk.com is “API Base URI” from credentials and api/v2/static part of supported API version.
For example: to get user information from freshdesk you need to put /agents/me or httрs://domain.freshdesk.com/api/v2/agents/me in this field
Method - (string, required): HTTP verb to use in the request, one of GET, POST, PUT, DELETE.
Request Body - (object, optional): Body of the request to send.

Output Metadata

Status Code - (number, required): HTTP status code of the response.
HTTP headers - (object, required): HTTP headers of the response.
Response Body - (object, optional): HTTP response body.

Upsert Object

Updates (if record found) or creates a new object.

Configuration Fields

Object Type - (dropdown, required): Object-type to upsert. E.g Ticket.

Input Metadata

ID - (string, optional): ID of the object to upsert. And dynamically generated fields according to chosen Object Type.

Output Metadata

Result object from upsert.

Limitations

Freshdesk:
- Rate Limit
- Current version of component does’t support avatar and attachments fields

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