Freshdesk connector

Set up the Freshdesk connector in Kaivo: authentication, configuration, the 27 BigQuery tables it syncs, and answers to common questions.

Written By Lauri Raivio

Last updated 16 days ago

Kaivo is a fully managed data platform that syncs your Freshdesk data into a Google BigQuery warehouse and keeps it up to date automatically. There is no pipeline to build and no infrastructure to run, so you can spend your time analysing your customer support data instead of moving it.

What is the Freshdesk connector

Sync your Freshdesk support data into BigQuery with Kaivo to measure ticket volume, response times, and team performance.

Category	Customer Service
Authentication	API key
Setup	Self-service

Getting started with the Freshdesk connector

Sign up for Kaivo and create a workspace.
Connect your Freshdesk account.
Choose which tables to sync.
Wait for the initial sync to finish.
Query your data in BigQuery or your favourite AI or BI tool.

Authenticating Freshdesk

Authenticate with your API Key.

Field	Description
API Key	Freshdesk API Key. See instructions on how to obtain this key.

Configuring the Freshdesk connector

When you set up the connector, you provide:

Field	Description
Domain	Your Freshdesk domain, e.g. "myaccount.freshdesk.com".
Start Date	Any data before this date will not be fetched.

Tables and columns synced from Freshdesk

Kaivo syncs 27 tables from Freshdesk into a dedicated dataset in your BigQuery warehouse. Click any table to see its columns and types.

agents (23 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`
`available`	`BOOL`
`available_since`	`STRING`
`contact__active`	`BOOL`
`contact__created_at`	`STRING`
`contact__email`	`STRING`
`contact__job_title`	`STRING`
`contact__language`	`STRING`
`contact__last_login_at`	`STRING`
`contact__mobile`	`STRING`
`contact__name`	`STRING`
`contact__phone`	`STRING`
`contact__time_zone`	`STRING`
`contact__updated_at`	`STRING`
`created_at`	`STRING`
`id`	`INT64`
`last_active_at`	`STRING`
`occasional`	`BOOL`
`signature`	`STRING`
`ticket_scope`	`INT64`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

business_hours (23 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`is_default`	`BOOL`
`name`	`STRING`
`time_zone`	`STRING`
`working_hours__monday__start_time`	`STRING`
`working_hours__monday__end_time`	`STRING`
`working_hours__tuesday__start_time`	`STRING`
`working_hours__tuesday__end_time`	`STRING`
`working_hours__wednesday__start_time`	`STRING`
`working_hours__wednesday__end_time`	`STRING`
`working_hours__thursday__start_time`	`STRING`
`working_hours__thursday__end_time`	`STRING`
`working_hours__friday__start_time`	`STRING`
`working_hours__friday__end_time`	`STRING`
`working_hours__saturday__start_time`	`STRING`
`working_hours__saturday__end_time`	`STRING`
`working_hours__sunday__start_time`	`STRING`
`working_hours__sunday__end_time`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

canned_response_folders (8 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`INT64`
`name`	`STRING`
`personal`	`BOOL`
`responses_count`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

canned_responses (9 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`INT64`
`title`	`STRING`
`folder_id`	`INT64`
`content`	`STRING`
`content_html`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: canned_responses__attachments

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`INT64`
`name`	`STRING`
`content_type`	`STRING`
`size`	`INT64`
`attachment_url`	`STRING`
`thumb_url`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

companies (12 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`note`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`health_score`	`STRING`
`account_tier`	`STRING`
`renewal_date`	`STRING`
`industry`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: companies__domains

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

contacts (21 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`active`	`BOOL`
`address`	`STRING`
`company_id`	`INT64`
`email`	`STRING`
`id`	`INT64`
`job_title`	`STRING`
`language`	`STRING`
`mobile`	`STRING`
`name`	`STRING`
`phone`	`STRING`
`time_zone`	`STRING`
`twitter_id`	`STRING`
`facebook_id`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`csat_rating`	`INT64`
`preferred_source`	`STRING`
`unique_external_id`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

conversations (15 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`body`	`STRING`
`body_text`	`STRING`
`id`	`INT64`
`incoming`	`BOOL`
`private`	`BOOL`
`user_id`	`INT64`
`support_email`	`STRING`
`source`	`INT64`
`category`	`INT64`
`from_email`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`ticket_id`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: conversations__to_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: conversations__cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: conversations__bcc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: conversations__attachments

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

discussion_categories (7 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

discussion_comments (13 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`answer`	`BOOL`
`body`	`STRING`
`forum_id`	`INT64`
`id`	`INT64`
`published`	`BOOL`
`spam`	`BOOL`
`topic_id`	`INT64`
`trash`	`BOOL`
`user_id`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

discussion_forums (11 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`forum_category_id`	`INT64`
`forum_type`	`INT64`
`forum_visibility`	`INT64`
`id`	`INT64`
`name`	`STRING`
`position`	`INT64`
`posts_count`	`INT64`
`topics_count`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: discussion_forums__company_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

discussion_topics (17 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`forum_id`	`INT64`
`hits`	`INT64`
`id`	`INT64`
`locked`	`BOOL`
`merged_topic_id`	`INT64`
`message`	`STRING`
`posts_count`	`INT64`
`replied_by`	`INT64`
`stamp_type`	`INT64`
`sticky`	`BOOL`
`title`	`STRING`
`user_id`	`INT64`
`user_votes`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

email_configs (12 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`active`	`BOOL`
`group_id`	`INT64`
`id`	`INT64`
`name`	`STRING`
`primary_role`	`BOOL`
`product_id`	`INT64`
`reply_email`	`STRING`
`to_email`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

email_mailboxes (18 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`name`	`STRING`
`id`	`INT64`
`support_email`	`STRING`
`group_id`	`INT64`
`product_id`	`INT64`
`default_reply_email`	`BOOL`
`mailbox_type`	`STRING`
`custom_mailbox`	`STRING`
`access_type`	`STRING`
`incoming`	`STRING`
`mail_server`	`STRING`
`port`	`INT64`
`use_ssl`	`BOOL`
`delete_from_server`	`BOOL`
`authentication`	`STRING`
`username`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

groups (12 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`escalate_to`	`INT64`
`unassigned_for`	`STRING`
`business_hour_id`	`INT64`
`group_type`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`auto_ticket_assign`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

products (7 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

roles (8 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`default`	`BOOL`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

satisfaction_ratings (11 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`INT64`
`survey_id`	`INT64`
`user_id`	`INT64`
`agent_id`	`INT64`
`feedback`	`STRING`
`group_id`	`INT64`
`ticket_id`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

scenario_automations (8 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`private`	`BOOL`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: scenario_automations__actions

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`name`	`STRING`
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

settings (3 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`primary_language`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: settings__supported_languages

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: settings__portal_languages

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

sla_policies (29 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`active`	`BOOL`
`id`	`INT64`
`is_default`	`BOOL`
`name`	`STRING`
`position`	`INT64`
`sla_target__priority_4__respond_within`	`INT64`
`sla_target__priority_4__resolve_within`	`INT64`
`sla_target__priority_4__business_hours`	`BOOL`
`sla_target__priority_4__escalation_enabled`	`BOOL`
`sla_target__priority_3__respond_within`	`INT64`
`sla_target__priority_3__resolve_within`	`INT64`
`sla_target__priority_3__business_hours`	`BOOL`
`sla_target__priority_3__escalation_enabled`	`BOOL`
`sla_target__priority_2__respond_within`	`INT64`
`sla_target__priority_2__resolve_within`	`INT64`
`sla_target__priority_2__business_hours`	`BOOL`
`sla_target__priority_2__escalation_enabled`	`BOOL`
`sla_target__priority_1__respond_within`	`INT64`
`sla_target__priority_1__resolve_within`	`INT64`
`sla_target__priority_1__business_hours`	`BOOL`
`sla_target__priority_1__escalation_enabled`	`BOOL`
`escalation__response__escalation_time`	`INT64`
`escalation__resolution__level1__escalation_time`	`INT64`
`escalation__resolution__level2__escalation_time`	`INT64`
`escalation__resolution__level3__escalation_time`	`INT64`
`escalation__resolution__level4__escalation_time`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policies__applicable_to__company_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policies__applicable_to__group_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policies__applicable_to__sources

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policies__applicable_to__ticket_types

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policies__applicable_to__product_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policiesescalationresponse__agent_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policiesescalationresolutionlevel1agent_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policiesescalationresolutionlevel2agent_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policiesescalationresolutionlevel3agent_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: sla_policiesescalationresolutionlevel4agent_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

solution_articles (17 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`agent_id`	`INT64`
`category_id`	`INT64`
`description_text`	`STRING`
`folder_id`	`INT64`
`hits`	`INT64`
`status`	`INT64`
`seo_data__meta_title`	`STRING`
`seo_data__meta_description`	`STRING`
`thumbs_down`	`INT64`
`thumbs_up`	`INT64`
`title`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_articles__seo_data__meta_keywords

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_articles__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

solution_categories (7 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_categories__visible_in_portals

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

solution_folders (8 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`description`	`STRING`
`id`	`INT64`
`name`	`STRING`
`visibility`	`INT64`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_folders__company_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_folders__contact_segment_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: solution_folders__company_segment_ids

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

surveys (7 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`INT64`
`title`	`STRING`
`active`	`BOOL`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: surveys__questions

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`id`	`STRING`
`label`	`STRING`
`default`	`BOOL`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: surveysquestionsaccepted_ratings

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`INT64`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

ticket_fields (22 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`
`description`	`STRING`
`id`	`INT64`
`default`	`BOOL`
`label`	`STRING`
`name`	`STRING`
`position`	`INT64`
`required_for_closure`	`BOOL`
`required_for_agents`	`BOOL`
`required_for_customers`	`BOOL`
`label_for_customers`	`STRING`
`customers_can_edit`	`BOOL`
`displayed_to_customers`	`BOOL`
`portal_cc`	`BOOL`
`portal_cc_to`	`STRING`
`is_fsm`	`BOOL`
`field_update_in_progress`	`BOOL`
`dependent_fields`	`JSON`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: ticket_fields__choices

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

tickets (27 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`
`description`	`STRING`
`fr_escalated`	`BOOL`
`spam`	`BOOL`
`email_config_id`	`INT64`
`group_id`	`INT64`
`priority`	`INT64`
`requester_id`	`INT64`
`responder_id`	`INT64`
`source`	`INT64`
`company_id`	`INT64`
`status`	`INT64`
`subject`	`STRING`
`association_type`	`INT64`
`product_id`	`INT64`
`id`	`INT64`
`due_by`	`STRING`
`fr_due_by`	`STRING`
`is_escalated`	`BOOL`
`created_at`	`STRING`
`updated_at`	`STRING`
`associated_tickets_count`	`INT64`
`nr_due_by`	`STRING`
`nr_escalated`	`BOOL`
`description_text`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__fwd_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__reply_cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__ticket_cc_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__to_emails

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: tickets__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`JSON`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

time_entries (14 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`billable`	`BOOL`
`note`	`STRING`
`id`	`INT64`
`timer_running`	`BOOL`
`agent_id`	`INT64`
`ticket_id`	`INT64`
`company_id`	`INT64`
`time_spent`	`STRING`
`executed_at`	`STRING`
`start_time`	`STRING`
`created_at`	`STRING`
`updated_at`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

How the Freshdesk sync works

After the first load, Kaivo keeps your BigQuery warehouse up to date for you. Where Freshdesk supports it, each sync pulls only new and changed records so it stays fast; otherwise it refreshes the whole table. Every record keeps its original ID, so you won't get duplicate rows.

Frequently asked questions

How long does the initial sync take for Freshdesk?

It depends on how much history is in your Freshdesk account. Most initial syncs finish within minutes, while large accounts can take a few hours. After that, syncs only fetch new and changed records, so they're much faster.

Can I sync only some tables or columns?

Yes. You pick which tables to sync when you set up the connection and can change the selection later. Tables you don't select are never copied to your warehouse.

What happens when Freshdesk's schema changes?

New fields are never added automatically. You choose which fields to sync, so data you haven't selected (sensitive personal data, for example) never lands in your warehouse. When a new field appears, it becomes available for you to add. What happens to removed or renamed fields depends on a table's sync mode: full-refresh tables always match what's currently in Freshdesk, so dropped fields disappear, while incremental tables keep their existing columns and history, so an old field stays and newly added fields fill in over time.

Your data lives in your own Kaivo-managed BigQuery warehouse, so the most direct option is to delete or anonymise specific records right in BigQuery. If you delete data in Freshdesk instead, full-refresh tables drop it on the next sync, while incremental tables keep it, so you would remove the row in BigQuery or ask us to run a full refresh. To remove everything, delete the Freshdesk connector in Kaivo and all of its synced data is deleted with it.

Common use cases for Freshdesk data

Ticket volume

Use conversations and groups to track ticket volume and backlog over time.

SLA and response

Measure first response and resolution times across tickets.

Agent performance

Join tickets with agents and groups to compare workload and handling.

Customer view

Use companies and contacts to see which customers raise the most tickets.

Use Freshdesk data in your AI and BI tools

Once Freshdesk data lands in your Kaivo-managed BigQuery warehouse, you can explore it with AI tools or any BI tool that connects to BigQuery. Here's how the most common destinations work with Freshdesk data.

Claude

Use Kaivo's MCP server to give Claude secure, workspace-scoped access to your data. Setup guide →

Power BI

Microsoft's BI tool with a native BigQuery connector. Supports direct query and scheduled refresh. Setup guide →

Data Studio

Free Google BI tool with native BigQuery support. One-click connection to your Kaivo warehouse; great for SMB teams on Google Workspace. Setup guide →

Tableau

The premium analytics standard, with native BigQuery integration. Setup guide →

Google Sheets

Use Connected Sheets to query BigQuery directly from a spreadsheet, with no SQL. Setup guide →

Excel

Connect via Power Query's BigQuery connector. Setup guide →

Metabase

Open-source BI tool with strong BigQuery support. Setup guide →

See our pricing page for Freshdesk connector pricing and plan details.

HubSpot: Sync HubSpot to BigQuery.
Dixa: Sync Dixa to BigQuery.
Freshservice: Sync Freshservice to BigQuery.
Genesys: Sync Genesys to BigQuery.
Gorgias: Sync Gorgias to BigQuery.
giosg: Sync giosg to BigQuery.

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