The Google BigQuery App

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The Google BigQuery Connector App for Freshdesk provides agents and admins data from your BigQuery Data Warehouse.

This integration is powered by the BigQuery Connector app, which includes the following components:

• Enrich contact information from/to Google BigQuery
• Enrich company information from/to Google BigQuery

Prerequisites:

Ensure that you have admin permissions in Freshdesk.

This article includes:

Installation

To install the BigQuery Connector App on Freshdesk:

1. Log in to Freshdesk, go to Admin > Apps, and search for the BigQuery Connector app.
2. Click Install and enter your Freshdesk account.
3. Enter your Freshdesk domain name (yourcompany.freshdesk.com) and API key and click Authenticate account.
   Note: To find your API key, click on your Profile icon on the top right corner and click Settings > View API, and Complete the captcha verification to retrieve the key.
4. Click Install. 
5. Once the installation is complete, you can view the app icon (full-page app) on the left navigation pane. If you have more than one installed app in your account, the apps will be grouped.

Configuring data sync

To synchronize data between BigQuery and Freshdesk, go to the 'Data sync' tab in the full-page app. 

1. On your Freshdesk account, click on the BigQuery Connector app icon from the left navigation pane.
2. Go to the Data sync tab and click Configure sync.
3. Authenticate the BigQuery account you want to synchronize the data with Freshdesk.
4. To connect to your BigQuery account, log in with your Google account and allow read/write access to BigQuery.
5. You will find a tab for recipes. Recipes are workflows that define the flow and direction of data. Choose the direction of data flow based on your requirements:
   • BigQuery to Freshdesk: One-way data flow from BigQuery to Freshdesk
   • Freshdesk to BigQuery: One-way data flow from Freshdesk to BigQuery
6. Once you choose the direction, relevant recipes will appear. You can currently sync Contact and Account information between BigQuery and Freshdesk.
7. Choose the fields you want to sync.

Configuration between BigQuery and Freshdesk

Contacts sync:

On your BigQuery account, create a field called ‘Contact ID’ under the Contact table.

1. In the Recipe data screen, on the right pane, choose the table and the corresponding column from which the recipe should fetch the data.
   
2. In the left pane, configure the Actions for the Trigger.
   Under Actions, map the contact fields (2) as the search parameter and set the action as "Search Contacts in Freshdesk".
   
3. Configure the "If condition" and the corresponding yes and no statements. Map the contact field for all the statements. Here, the If condition is " If Contact ID is present".
   • If condition (3): Map the Contact ID from the previous step as the condition.
   • Yes statement (4):  If Contact ID is present, update Contact in Freshdesk.
   • No statement (6): If Contact ID is not present, Create contact in Freshdesk.
     
4. Save and run the recipe.

Note: Follow the same steps to sync company fields.

Configuration between Freshdesk to BigQuery

Contacts sync:

1. In your BigQuery account, create a field called ‘Contact ID’ in the Contact table
2. In the Recipe data screen, on the right pane, choose the date and time for the recipe to fetch events. The default time is 1 hour, but you can choose a different date and time.
   Note: Tasks you will be consumed based on the date and time. For example, if you choose a past date to fetch events, more tasks will be consumed.
   
3. In the left pane, configure the Actions for the Trigger.
   Under Actions, map the contact fields (2).
   
4. Configure the "If condition" and the corresponding yes and no statements. Here, the If statement is " If Output contains rows". 
   • If condition (3): Map the Contact ID from the previous step.
   • Yes statement (4):  If Output contains rows,  Run custom SQL in BigQuery.
   • No statement (6): If Output does not contain rows, insert a row in contact in BigQuery
     
5. Save the recipe and turn it on.

Note: Follow the same steps to sync company fields.

Pricing

The Connector app is a paid add-on priced at $80 per 5000 tasks and aligns with your billing cycle. For example, for a monthly billing cycle, tasks expire monthly or annually for an annual plan. 

To purchase the add-on:

1. On your Freshdesk account, go to Admin > Plans and Billing.
2. Select the number of Connector App Task Packs you wish to purchase.
   Please note that you can purchase the add-on only when you have an active subscription with Freshdesk.

How are tasks calculated?

Every action block in the recipe constitutes a task. The following table shows the task consumption based on the entity and direction of sync: