Process & Analyze Freshdesk Data in Databricks (AWS)

Databricks is a cloud-based service that provides data processing capabilities through Apache Spark. When paired with the CData JDBC Driver, customers can use Databricks to perform data engineering and data science on live Freshdesk data. This article explains how to host the CData JDBC Driver in AWS, as well as connect to and process live Freshdesk data in Databricks.

With built-in optimized data processing, the CData JDBC Driver offers unmatched performance for interacting with live Freshdesk data. When you issue complex SQL queries to Freshdesk, the driver pushes supported SQL operations, like filters and aggregations, directly to Freshdesk and utilizes the embedded SQL engine to process unsupported operations client-side (often SQL functions and JOIN operations). Its built-in dynamic metadata querying allows you to work with and analyze Freshdesk data using native data types.

Install the CData JDBC Driver in Databricks

To work with live Freshdesk data in Databricks, install the driver on your Databricks cluster.

1. Navigate to your Databricks administration screen and select the target cluster.
2. On the Libraries tab, click "Install New."
3. Select "Upload" as the Library Source and "Jar" as the Library Type.
4. Upload the JDBC JAR file (cdata.jdbc.freshdesk.jar) from the installation location (typically C:\Program Files\CData[product_name]\lib).

👁 Loading the JDBC JAR File into AWS

Access Freshdesk Data in your Notebook: Python

With the JAR file installed, we are ready to work with live Freshdesk data in Databricks. Start by creating a new notebook in your workspace. Name the notebook, select Python as the language (though Scala is available as well), and choose the cluster where you installed the JDBC driver. When the notebook launches, we can configure the connection, query Freshdesk, and create a basic report.

Configure the Connection to Freshdesk

Connect to Freshdesk by referencing the JDBC Driver class and constructing a connection string to use in the JDBC URL. Additionally, you will need to set the property in the JDBC URL (unless you are using a Beta driver). You can view the licensing file included in the installation for information on how to set this property.

Step 1: Connection Information

driver = "cdata.jdbc.freshdesk.FreshDeskDriver"
url = "jdbc:freshdesk:RTK=5246...;Domain=MyDomain;APIKey=myAPIKey;"

Built-in Connection String Designer

For assistance in constructing the JDBC URL, use the connection string designer built into the Freshdesk JDBC Driver. Either double-click the JAR file or execute the jar file from the command-line.

java -jar cdata.jdbc.freshdesk.jar

Fill in the connection properties and copy the connection string to the clipboard.

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.

👁 Using the built-in connection string designer to generate a JDBC URL (Salesforce is shown.)

Load Freshdesk Data

Once you configure the connection, you can load Freshdesk data as a dataframe using the CData JDBC Driver and the connection information.

Step 2: Reading the data

remote_table = spark.read.format ( "jdbc" ) \
	.option ( "driver" , driver) \
	.option ( "url" , url) \
	.option ( "dbtable" , "Tickets") \
	.load ()

Display Freshdesk Data

Check the loaded Freshdesk data by calling the display function.

Step 3: Checking the result

display (remote_table.select ("Id"))

👁 Displaying Freshdesk Data

Analyze Freshdesk Data in Databricks

If you want to process data with Databricks SparkSQL, register the loaded data as a Temp View.

Step 4: Create a view or table

remote_table.createOrReplaceTempView ( "SAMPLE_VIEW" )

With the Temp View created, you can use SparkSQL to retrieve the Freshdesk data for reporting, visualization, and analysis.

% sql

SELECT Id, Name FROM SAMPLE_VIEW ORDER BY Name DESC LIMIT 5

👁 Displaying Freshdesk Data

The data from Freshdesk is only available in the target notebook. If you want to use it with other users, save it as a table.

remote_table.write.format ( "parquet" ) .saveAsTable ( "SAMPLE_TABLE" )

Download a free, 30-day trial of the CData JDBC Driver for Freshdesk and start working with your live Freshdesk data in Databricks. Reach out to our Support Team if you have any questions.