The Freshdesk Incremental Sync connector enables seamless data integration between Freshdesk and DevRev through a three-step process:

• Initial Import: Pull historical data from a custom-defined start date and time.

• Forward Sync: Automatically ingest new or updated data from Freshdesk at regular intervals.

• Reverse Sync: Sync changes made within DevRev back to Freshdesk to ensure data parity across both platforms.

Note on Large Data Imports

While the Incremental Sync connector can import historical tickets, it is optimized for smaller datasets. For migrations involving more than 20,000 tickets, we recommend using the Freshdesk Historical Import connector. This dedicated connector is specifically designed to handle high-volume data transfers efficiently.

Supported objects

The following table outlines the mapping between Freshdesk objects and their DevRev equivalents. Objects designated as Supported are eligible for synchronization via AirSync.

Configuration and Setup

Synchronizing data between Freshdesk and DevRev is a two-step process involving snap-in installation and connection configuration.

1. Install and Configure the Snap-in

1. Navigate to the Marketplace, search for Freshdesk (Incremental Sync), and click Add.

2. Once installed, click Configure to open the snap-in configuration modal.

3. Complete the required fields in the configuration form and click Submit.

2. Establish Connection and Sync

1. Authentication: Create a new connection or select an existing one.

   Note: The API token must be generated by a Freshdesk account administrator to ensure proper permissions.

2. Initialize AirSync: Click the AirSync button. Select your Freshdesk account and specify the DevRev Part where the imported tickets and associated data should be housed.

3. Field Mapping: DevRev automatically attempts to map Freshdesk fields to their DevRev equivalents. If any fields cannot be automatically identified, you will be prompted to complete a manual mapping.

Snap-in Configuration options

The screenshot below illustrates the settings within the snap-in configuration modal:

1. Start Date
   The Start Date (YYYY-MM-DD HH:mm:ss) defines the point in time from which the connector begins fetching historical tickets and associated data.

   Important: The timestamp must be provided in UTC.

   Configuration Scenarios:

   • Standalone Use: Enter the UTC date and time for the initial import. If left blank, the connector defaults to the Sync Start Time (the moment the sync is initiated).

   • Used with Historical Ticket Import Connector: Align this value with the Most Recent Date from your Historical Import configuration.

     • Best Practice: To prevent data loss and account for processing overlaps, set this start time at least 6 hours prior to the timestamp used in the Historical Import connector.

2. Ticket description HTML
   This setting determines whether ticket descriptions are imported in HTML or Plain Text format.

   • Enabled (Recommended): Imports the description with HTML formatting preserved.

   • Disabled: Converts the description to plain text during the import process.

   Best Practice: We recommend keeping this toggle Enabled to ensure that rich text formatting, links, and layout structures from Freshdesk are maintained in DevRev.

3. Import Attachments
   This setting determines whether ticket and conversation attachments are included in the synchronization.

   • Enabled (Recommended): Imports all file attachments associated with tickets and conversations.

   • Disabled: Excludes attachments from the sync process.

   Important Notes:

   • Data Integrity: Disabling this option may result in significant loss of data and context. We recommend keeping this enabled unless you specifically require an exclusion.

   • Performance: While disabling attachments can increase import speeds, inline images will still be imported regardless of this setting.

4. Domains to include the attachments from
   This setting filters which attachments are imported based on their hosting domain. It is only active when Import Attachments is enabled.

   • Functionality: Enter a comma-separated list of domains to authorize the connector to fetch files only from those specific sources.

   • Default Behavior: If this field is left blank, the connector will attempt to import all attachments, regardless of the hosting domain.

   • Recommendation: To ensure you capture the majority of Freshdesk data while maintaining security, we recommend explicitly setting this value to: freshdesk.com, amazonaws.com

   Note: If you specify domains in this list, any file hosted on an unlisted domain will be skipped to maintain source integrity.

5. Enable Clean Comments
   This setting applies specifically to Reverse Sync (syncing comments from DevRev back to Freshdesk).

   When an agent or contact posts a comment in DevRev, and that user does not exist in Freshdesk, Freshdesk assigns the Connection Creator as the author of the comment. By default, the connector prepends the original DevRev author's name to the comment body to maintain context.

   • Enabled: The original DevRev author’s name is not prepended to the comment, resulting in a "clean" comment body.

   • Disabled (Default): The connector prepends the name of the DevRev author to the comment body so Freshdesk users can identify the actual contributor.

Post-Import Management

After the initial import is complete, you can manage the data flow and monitor sync health from Settings > Integrations > AirSyncs.

Manual Synchronization

If you need to trigger a one-time update outside of a scheduled sync, locate your import and select the ellipsis (⋮) to access these options:

• Sync Freshdesk to DevRev: Pulls new or modified data from Freshdesk into DevRev.

• Sync DevRev to Freshdesk: Pushes new or modified data from DevRev back to Freshdesk.

Periodic Sync

Periodic sync automates the data flow between platforms. By default, this occurs once per hour.

1. Navigate to Settings > Integrations > AirSyncs.

2. Locate your project and select ⋮ > Set Periodic Sync.

3. Under Select sync direction, toggle the following as needed:

   • Freshdesk → DevRev

   • DevRev → Freshdesk

4. Optional: Enable notifications

   • Enabled: Synced changes act as "live" events in DevRev, triggering notifications, webhooks, and other Snap-ins.

   • Disabled: Data is updated silently. No event-driven processes or notifications will be triggered.

   Note: Automations only apply to periodic syncs. They are never triggered during the initial import or manual syncs.

Monitoring and Reports

To review the status of historical or currently running syncs:

1. Go to Settings > Integrations > AirSyncs.

2. Select your import and click ⋮ > View Report. This provides detailed logs of the initial import and all subsequent synchronization cycles.

Deleting an Import

Deleting an import is useful for proof-of-concept testing or resetting a configuration.

Warning: Deleting an import removes all associated content from DevRev, including tickets and users created during the process. Even if items were modified in DevRev after the import, they will be permanently removed.

To delete:

1. Go to Settings > Integrations > AirSyncs.

2. Locate the project and select ⋮ > Delete Import.

3. You may re-import the data at any time after the deletion is complete.