How to integrate Metabase with Freshdesk Data

Metabase is an open source data visualization tool that allows users to create interactive dashboards. When paired with CData Connect AI, users can easily create visualizations and dashboards linked to live Freshdesk data. This article describes how to connect to Freshdesk and build a simple visualization using Freshdesk data.

CData Connect provides a pure cloud-to-cloud interface for Freshdesk, allowing you to easily integrate with live Freshdesk data in Metabase — without replicating the data. Connect looks exactly like a SQL Server database to Metabase and uses optimized data processing out of the box to push all supported SQL operations (filters, JOINs, etc) directly to Freshdesk, leveraging server-side processing to quickly return Freshdesk data.

Configure Freshdesk Connectivity for Metabase

Connectivity to Freshdesk from Metabase is made possible through CData Connect AI. To work with Freshdesk data from Metabase, we start by creating and configuring a Freshdesk connection.

1. Log into Connect AI, click Sources, and then click Add Connection
👁 Adding a Connection

2. Select "Freshdesk" from the Add Connection panel
👁 Selecting a data source

3. Enter the necessary authentication properties to connect to Freshdesk.

   FreshDesk makes use of basic authentication. To connect to data, set the following connection properties:

   • Domain: Set this to the domain associated with your FreshDesk account. For example, in your URL: https://my_domain.freshdesk.com.
   • APIKey: Set this to the API key associated with your FreshDesk account. To retrieve your API key, Log into your support Portal -> Click on profile picture in the top right corner -> profile settings page. The API key will be available below the change password section to the right.
   👁 Configuring a connection (Salesforce is shown)
   
4. Click Save & Test
5. Navigate to the Permissions tab in the Add Freshdesk Connection page and update the User-based permissions. 👁 Updating permissions
   

Add a Personal Access Token

When connecting to Connect AI through the REST API, the OData API, or the Virtual SQL Server, a Personal Access Token (PAT) is used to authenticate the connection to Connect AI. It is best practice to create a separate PAT for each service to maintain granularity of access.

1. Click on the Gear icon () at the top right of the Connect AI app to open the settings page.
2. On the Settings page, go to the Access Tokens section and click Create PAT.
3. Give the PAT a name and click Create. 👁 Creating a new PAT
   
4. The personal access token is only visible at creation, so be sure to copy it and store it securely for future use.

With the connection configured and a PAT generated, you are ready to connect to Freshdesk data from Metabase.

Connect to CData Connect AI from Metabase

After creating the connection in Connect AI, navigate to your Metabase instance. Use the SQL Server interface to connect to Connect AI.

1. Navigate to the administration screen (Settings -> Admin) and click "Add Database" from the "Databases" tab 👁 Adding a new database connection to Metabase.
   
2. Configure the connection to Connect AI and click "Save"
   • Database type: Select "SQL Server"
   • Name: Name the connection (e.g. "Freshdesk (Connect AI)")
   • Host: tds.cdata.com
   • Port: 14333
   • Database name: The name of the connection you just created (e.g. FreshDesk1)
   • Username: A Connect AI username (e.g. [email protected])
   • Password: The PAT previously created
   • Click to Use a secure connection (SSL)
   👁 Configuring the connection to Connect AI.
   

Execute Freshdesk Data with Metabase

Once you configure the connection to Connect AI, you can query Freshdesk and build visualizations.

1. Use the "Write SQL" tool to retrieve the Freshdesk data 👁 Click the 'Write SQL' button.
   
2. Write a SQL query based on the Freshdesk connection in CData Connect AI, e.g.
   
   

   SELECT Id, Name FROM Tickets WHERE Status = '2'

   👁 Collected data (Salesforce is shown).
   
3. Navigate to the "Visualization" screen, choose a visualization, and configure the visualization 👁 Collected data (Salesforce is shown).
   

More Information & Free Trial

At this point, you have built a simple visualization from Freshdesk data in Metabase. You can continue to work with live Freshdesk data in Metabase just like you would any SQL Server database. For more information on creating a live connection to Freshdesk (and more than 100 other data sources), visit the Connect AI page. Sign up for a free trial and start working with live Freshdesk data in Metabase today.