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Gainsight Inc.

Freshdesk Connector

IMPORTANT NOTE: Gainsight is upgrading Connectors 2.0 with Horizon Experience. This article applies to tenants which have been upgraded to the Horizon Experience for Connectors 2.0. If you are using Connectors 2.0 with the previous version, you can find the documentation here.

This article explains operations related to Freshdesk, like how to create a connection, create a custom job, merge datasets, and configure job or Job chains in Gainsight.

Note: This document provides general guidance on creating a Connection and setting up Jobs because the business use case of each job is different and needs unique configuration. For detailed information on creating any Job, refer to the Configuration of Connectors in the Additional Resources section at the end of this article.

Overview

Freshdesk is a customer support ticketing software or a helpdesk that allows companies to effectively manage their customer care and support function. Gainsight integration with Freshdesk allows you to sync Freshdesk data objects such as Incidents, Accounts, Contacts, and Agents, into Gainsight and generate strategic reports on this data, trigger health scores, and more.

Business Use case: This integration helps sync the data related to support tickets created using Freshdesk and data points like their status and priority, the number of open tickets, etc. You may use this data for assessing the health of your customers in Gainsight.

Create Connection

Create a connection with Freshdesk to sync data with Gainsight such as incidents, accounts, contacts, and agents.

To create a connection with Freshdesk:

  1. Navigate to Administration > Connectors 2.0 page.
  2. Click Create Connection. Create connection pop up window is displayed.
  3. From the Connector dropdown, select Freshdesk.
  4. Enter Name and Subdomain of the Connection in the respective fields.
  5. Enter the API Key.
  6. Click Save to create the connection.

Note: You can create Jobs after creating a connection. For more information, refer to the Preparation of Connector Jobs article.

Create a Job

Create jobs from the Jobs page to sync Freshdesk incidents, accounts, contacts, and agents with Gainsight. You can create a dataset from one source object, likewise you can create as many as you need to create a Job. For more information how to create a job, refer to the Jobs List Page in the Additional Resource section at the end of this article.

Notes:

  • While importing the ticket data through a data job, the maximum of 300 pages with 9000 tickets data can be returned in response.
  • By default, tickets that are created in the last 30 days will be returned in response. To return older tickets, use the updated_since filter.
  • (Optional) You can create multiple data jobs as required. If the data jobs in a connection are dependent on each other, create a Job chain in a sequence and configure schedule to the Job Chain. For more information, refer to the Job Chain Page in the Additional Resource section at the end of this article.

Merge Datasets

Merge two or more datasets together and create an output dataset. For example, you can merge Incidents and Contacts datasets to know the list of Contacts creating the Incidents and number of Incidents created by each contact. For more information on Merge, refer to the Preparation of Connector Jobs in the Additional Resource section at the end of this article.

Transform Data 

In the Preparation step of a connector job, admins can Transform data and Add Case Fields to get more meaningful insights from the customer data. 

Example Business use case: The Transform function provides the capability to create or modify new case fields. The new case fields can be used to modify the external field as per the consumption requirement in Gainsight’s data model. Case fields can be defined to populate different values for different case conditions. For example, External picklist values such as New, Open, and Closed can be modified to Active and Inactive to match Gainsight’s picklist values.

For more information on Transform Data, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.

Add Destination

Once the final output dataset is prepared, you can add a destination to the output dataset to sync data from the source to the target Gainsight object. For more information on Add Destination, refer to the Preparation of Connector Jobs in the Additional Resource section at the end of this article.

Direct Mappings

In the Direct Mapping, you should map fields from the output dataset to the target object in the field mappings. Data sync happens from the source fields of the external system to the target fields of Gainsight, based on the configured field mappings. For more information on Direct Mapping, refer to the Preparation of Connector Jobs in the Additional Resource section at the end of this article.

Derived Mapping

This is optional and you must configure the derived mappings only if you want to populate values into the target fields of data type GSID. GSID values are populated from the same or another object through lookup. In this stage, you can create Lookup mapping in a data sync job. You can have a lookup to the same object or another standard object and match up to six columns. Once the required matching is performed, you can fetch Gainsight IDs (GSIDs) from the lookup object into GSID data type fields. For more information on the derived mappings, refer to the Preparation of Connector Jobs in the Additional Resource section at the end of this article.

Note: To use Derived Mappings, your Target Object must have at least one field of data type GSID.

Configure Job or Job Chain

You can configure the schedule of a data job or Job chain as required. For more information, refer to the Configure Job or Job Chain Schedule in the Additional Resource section at the end of this article.

If you create a Job Chain by adding multiple Jobs in a sequence and add a schedule to the Job Chain, the schedule of the individual jobs is not honored.

Job Activities

You can view the Execution and Update Activities of all the data jobs in the Activity page. You can also download the logs of the job execution from this page. For more information, refer to the Activity Page in the Additional Resource section at the end of this article.

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