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Explore the Freshdesk API data model

See how the various Freshdesk endpoints relate to each other, using our handy Entity Relationship Diagram

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Pulling data from the Freshdesk API is only the first part of your reporting. You also need to understand the relationships between different endpoints - something that APIs typically fail to convey.

At SyncHub, we not only sync your Freshdesk API endpoints down into a reportable format, we also describe their relationships (e.g. in terms of foreign keys) so that you can quickly get a grasp of your data and how it fits together. This page is intended as technical documentation of these relationships.

Endpoints

Agent

Documentation: https://developers.freshdesk.com/api/#agents

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
CreatedAt datetime - -
UpdatedAt datetime - -
Available boolean - -
Occasional boolean - -
TicketScope int - -
LastActiveAt datetime - -
AvailableSince datetime - -
Type string - -
Signature string - -
FreshcallerAgent boolean - -
ContactActive boolean - -
ContactEmail string - -
ContactJobTitle string - -
ContactLanguage string - -
ContactLastLoginAt datetime - -
ContactMobile string - -
ContactName string - -
ContactPhone string - -
ContactTimezone string - -
ContactCreatedAt datetime - -
ContactUpdatedAt datetime - -

Company

Documentation: https://developers.freshdesk.com/api/#companies

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
CreatedAt datetime - -
UpdatedAt datetime - -
Note string - -
HealthScore string - -
AccountTier string - -
RenewalDate datetime - -
Industry string - -

Contact

Documentation: https://developers.freshdesk.com/api/#contact_attributes

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
TimeZone string - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
AvatarID long - -
AvatarName string - -
AvatarContentType string - -
AvatarSize long - -
AvatarCreatedAt datetime - -
AvatarUpdatedAt datetime - -
AvatarURL string - -
CreatedAt datetime - -
UpdatedAt datetime - -
Active boolean -
  • 30 Nov 2022 This 'active' field indicates that a contact has been 'verified' - it does not refer to their 'deletion' status
Deleted boolean -
  • 12 Jan 2023 The 'deleted' property only comes down from the API if the contact has actually been deleted. A Contact can be 'soft deleted' which will only flag deleted as true, then it can be permenantly/hard deleted
CompanyID long Company → ID -
Address string - -
ViewAllTickets boolean - -
Email string - -
JobTitle string - -
Language string - -
Mobile string - -
Phone string - -
TwitterID string - -
FacebookID string - -
UniqueExternalID string - -
PreferredSource string - -
FirstName string - -
LastName string - -
VisitorID string - -
OrgContactID long - -

EmailMailbox

Documentation: https://developers.freshdesk.com/api/#email-mailboxes

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
CreatedAt datetime - -
UpdatedAt datetime - -
GroupID long Group → ID -
ProductID long Product → ID -
SupportEmail string - -
DefaultReplyEmail boolean - -
Active boolean -
  • 13 Jan 2023 This does not indicate that the mailbox is deleted. It refers to the email address being verified
MailboxType string - -
FailureCode string - -
FreshdeskMailboxForwardEmail string - -
CustomMailboxAccessType string - -
CustomMailboxIncomingMailServer string - -
CustomMailboxIncomingPort int - -
CustomMailboxIncomingUseSSL boolean - -
CustomMailboxIncomingDeleteFromServer boolean - -
CustomMailboxIncomingAuthentication string - -
CustomMailboxIncomingUserName string - -
CustomMailboxIncomingFailureCode string - -
CustomMailboxOutgoingMailServer string - -
CustomMailboxOutgoingPort string - -
CustomMailboxOutgoingUseSSL string - -
CustomMailboxOutgoingAuthentication string - -
CustomMailboxOutgoingUserName string - -
CustomMailboxOutgoingFailureCode string - -

Group

Documentation: https://developers.freshdesk.com/api/#groups

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
CreatedAt datetime - -
UpdatedAt datetime - -
EscalateTo long Agent → ID -
BusinessCalendarID long -
  • 29 Nov 2022 Foreign Key - Refers to 'Business Hour' (not implemented)
  • 12 Jan 2023 This property replaced 'business_hour_id' when upgraded the new Group endpoint
UnassignedFor string - -
Type string -
  • 12 Jan 2023 This property replaced 'group_type' when upgraded the new Group endpoint
AllowAgentsToChangeAvailability boolean - -
AutoTicketAssign int - -
AutomaticAgentAssignmentEnabled boolean - -
AutomaticAgentAssignmentType string - -

Product

Documentation: https://developers.freshdesk.com/api/#products

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
CreatedAt datetime - -
UpdatedAt datetime - -

Role

Documentation: https://developers.freshdesk.com/api/#roles_attributes

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
Default boolean - -
CreatedAt datetime - -
UpdatedAt datetime - -
AgentType int - -

SLAPolicy

Documentation: https://developers.freshdesk.com/api/#sla-policies

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
Active boolean - -
IsDefault boolean - -
Position int - -

Ticket

Documentation: https://developers.freshdesk.com/api/#tickets

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
Description string - -
CreatedAt datetime - -
UpdatedAt datetime - -
CompanyID long Company → ID -
Deleted boolean - -
DescriptionText string - -
DueBy datetime - -
Email string - -
EmailConfigID long - -
FacebookID string - -
FrDueBy datetime - -
FrEscalated boolean - -
GroupID long - -
IsEscalated boolean - -
Phone string - -
Priority int - -
ProductID long - -
RequesterID long Contact → ID -
ResponderID long Agent → ID -
Source int - -
Spam boolean - -
Status int - -
Subject string - -
TwitterID string - -
Type string - -

TicketConversation

Documentation: https://developers.freshdesk.com/api/#conversations

Column Type Relates to Notes
RemoteID string - -
TicketRemoteID string Ticket → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
CreatedAt datetime - -
UpdatedAt datetime - -
Body string - -
BodyText string - -
Incoming boolean - -
Private boolean - -
Source int - -
Category int - -
SupportEmail string -
  • 30 Nov 2022 This field is identical to 'from_email', just in a more consistent format
TicketID long Ticket → ID -
UserID long Agent → ID -
LastEditedAt datetime - -
LastEditedUserID long Agent → ID -

TimeEntry

Documentation: https://developers.freshdesk.com/api/#time-entries

Column Type Relates to Notes
RemoteID string - -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Note string - -
CreatedAt datetime - -
UpdatedAt datetime - -
AgentID long Agent → ID -
TicketID long Ticket → ID -
CompanyID long Company → ID -
Billable boolean - -
ExecutedAt datetime - -
StartTime datetime - -
TimeSpent string - -
TimeSpentInSeconds long - -
TimerRunning boolean - -

CompanyDomain

Column Type Relates to Notes
RemoteID string - -
CompanyRemoteID string Company → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
CompanyID long Company → ID -
Domain string - -

ContactOtherPhoneNumber

Column Type Relates to Notes
RemoteID string - -
ContactRemoteID string Contact → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ContactID long Contact → ID -
Label string -
  • 13 Jan 2023 The label is often NULL
Value string - -

ContactOtherCompany

Column Type Relates to Notes
RemoteID string - -
ContactRemoteID string Contact → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ContactID long Contact → ID -
CompanyID long Company → ID -
ViewAllTickets boolean - -

ContactOtherEmail

Column Type Relates to Notes
RemoteID string - -
ContactRemoteID string Contact → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ContactID long Contact → ID -
EmailAddress string - -

ContactTag

Column Type Relates to Notes
RemoteID string - -
ContactRemoteID string Contact → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ContactID long Contact → ID -
Tag string - -

GroupAgent

Column Type Relates to Notes
RemoteID string - -
GroupRemoteID string Group → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
GroupID long Group → ID -
AgentID long Agent → ID -

SLAPolicyTarget

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
TargetName string - -
RespondWithin long - -
ResolveWithin long - -
BusinessHours boolean - -
EscalationEnabled boolean - -

SLAPolicyAgentEscalation

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
EscalationName string - -
EscalationTime long - -
AgentID long Agent → ID -

SLAPolicyApplicableToCompany

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
CompanyID long Company → ID -

SLAPolicyApplicableToGroup

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
GroupID long Group → ID -

SLAPolicyApplicableToSource

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
SourceID long - -

SLAPolicyApplicableToTicketType

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
TicketType string - -

SLAPolicyApplicableToProduct

Column Type Relates to Notes
RemoteID string - -
SLAPolicyRemoteID string SLAPolicy → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
SLAPolicyID long SLAPolicy → ID -
ProductID long Product → ID -

TicketRecipient

Column Type Relates to Notes
RemoteID string - -
TicketRemoteID string Ticket → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
TicketID long Ticket → ID -
Email string - -
IsCCRecipient boolean - -
IsReplyCCRecipient boolean - -
IsFwdRecipient boolean - -
IsPrimaryRecipient boolean - -

TicketTag

Column Type Relates to Notes
RemoteID string - -
TicketRemoteID string Ticket → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
TicketID long Ticket → ID -
Tag string - -

TicketCustomField

Column Type Relates to Notes
RemoteID string - -
TicketRemoteID string Ticket → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
TicketID long Ticket → ID -
FieldName string - -
ValueString string - -
ValueBool boolean - -
ValueLong long - -

TicketConversationAttachment

Column Type Relates to Notes
RemoteID string - -
TicketConversationRemoteID string TicketConversation → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
ID long - -
Name string - -
TicketConversationID long TicketConversation → ID -
ContentType string - -
Size int - -
CreatedAt datetime - -
UpdatedAt datetime - -
AttachmentUrl string - -
ThumbUrl string - -

TicketConversationRecipient

Column Type Relates to Notes
RemoteID string - -
TicketConversationRemoteID string TicketConversation → RemoteID -
WhenUpsertedIntoDataStore datetime - -
MirrorRemoteID int - -
IsDeleted boolean - -
WhenCreated datetime - -
WhenModified datetime - -
TicketConversationID long TicketConversation → ID -
Email string - -
IsCCRecipient boolean - -
IsBCCRecipient boolean - -
IsPrimaryRecipient boolean - -

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