Snowflake Connector App for Freshdesk

If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.

The Snowflake Connector App integrates with Freshdesk, providing agents and admins with data from your Snowflake Data Warehouse.

The app includes two components:

1. Ability to enrich contact and company information from/to Snowflake
2. Ability to push analytics reports from Freshdesk into a Snowflake DB.

Installation

Installing the Snowflake App in Freshdesk

To install the Snowflake Connector App on Freshdesk, go to the Freshdesk marketplace by navigating to Admin -> Apps and search for ‘Snowflake Connector App’.

Once you click Install, you will be prompted to enter your Freshdesk credentials

Connect your Freshdesk Account

1. Enter your Freshdesk domain. Enter the URL in the format  ‘yourcompany.freshdesk.com’

2. Enter an admin Freshdesk API key. 

   1. To get this, Click on your profile picture on the top right and select 'Profile Settings.' 

   2. The ‘View API key’ button is available in the sidebar on the right. 

   3. Click on it and complete the captcha verification.

3. Select the agents who will have access to the Snowflake configuration.

4. Click 'install'. Once the app installation is complete, navigate to the full-page app on the left navigation bar.
   

Configuring data sync

To synchronize data between Snowflake and Freshdesk, go to the 'Data sync' tab in the full-page app. This feature is powered by the 'Connector apps add-on'. For pricing information, refer to the section below.

1. Authenticate the Snowflake account you want to synchronize data with.

2. To connect Snowflake account you will need to follow the following steps:

   1. Enter your Snowflake Account Identifier. The account identifier will be of the format: <account_name>.snowflakecomputing.com

   2. Input your Warehouse name and Database name.

   3. Choose Authentication type as “Username/Password”

   4. Leave all the other fields blank and click on “Connect”

   5. Click on Proceed

3. You will find a tab for recipes. Recipes are workflows that dictate the flow and direction of data.

4. Choose the direction of data flow based on your requirements:

   1. One way - From Snowflake to Freshdesk

   2. One way - From Freshdesk to Snowflake

   3. Two-way - Between Freshdesk and Snowflake

5. After choosing the direction, relevant recipes will appear. You can currently sync Contact and Account information between Snowflake and Freshdesk.

6. If you have chosen direction as “From Freshdesk to Snowflake” or “2 way between Freshdesk and Snowflake” then you will also see recipes to push analytics data into Snowflake

7. Determine which fields you want to sync.

Snowflake to Freshdesk:

Contacts

In your Snowflake account, create a field called ‘Freshdesk Contact ID’ under your Contact table

1. Choose from which table the recipe should pick up changes and also choose the column it should look at to check for changes.
2. Navigate to Step 2 of the recipe. Map the Contact fields in Snowflake from Step 1 of the recipe to the Contact fields in Freshdesk.
3. Similarly in Step 4 and Step 6 of recipe map the contact fields from Snowflake to Freshdesk
4. Save and run the recipe

Freshdesk to Snowflake:

Contacts

In your Snowflake account, create a field called ‘Freshdesk Contact ID’ in the Contact table

1. Choose from when the recipe should pick up events. By default, this is set to 1 hour. You can choose a date further back but please note that the further you go back to get updates, the more tasks you will consume
2. Navigate to step 2 of the recipe. Map the Contact fields in Freshdesk from Step 1 of the recipe to Contact fields in Snowflake.
3.  Similarly In Step 4 of the recipe, map the Freshdesk fields to Snowflake fields.
4. Save the recipe and turn it on.

Pricing

The Connector app add-on is a paid add-on, priced at $80 per pack (1 pack = 5000 tasks). These tasks will align with your billing cycle. For example, tasks expire every month if you're on the monthly billing cycle or at the end of the year if you're on the annual plan.

To purchase the add-on, navigate to Admin > Plans and Billing. Then, select the number of Connector App Task Packs you wish to purchase. Please note that you will be able to purchase the add-on only once you have an active subscription on Freshdesk

How are tasks calculated?

Every action block in the recipe constitutes a task. 

The below table shows the task consumption based on the entity and direction of sync.