Build Dashboards with Freshdesk Data in Dundas BI

The CData ODBC Driver for Freshdesk enables access to live data from Freshdesk under the ODBC standard, allowing you work with Freshdesk data in a wide variety of BI, reporting, and ETL tools and directly, using familiar SQL queries. This article shows how to connect to Freshdesk data as a generic ODBC Data Provider and create charts, reports, and dashboards based on Freshdesk data in Dundas BI.

Connect to Freshdesk Data

1. If you have not already done so, provide values for the required connection properties in the data source name (DSN). You can configure the DSN using the built-in Microsoft ODBC Data Source Administrator. This is also the last step of the driver installation. See the "Getting Started" chapter in the Help documentation for a guide to using the Microsoft ODBC Data Source Administrator to create and configure a DSN.
   
   

   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.

   When you configure the DSN, you may also want to set the Max Rows connection property. This will limit the number of rows returned, which is especially helpful for improving performance when designing reports and visualizations.

2. Open the Dundas BI interface, open the menu, and click New Data Connector.
3. Configure the Dundas BI Data Connector:
   • Name the Data Connector.
   • Select "ODBC generic" as the Data Provider.
   • Check the "Use System DSN" checkbox.
   • Select the appropriate System DSN.

Add Freshdesk Data to a Dashboard

You are now ready to create a dashboard with Freshdesk data.

1. Navigate to the Home page.
2. Click Explore Data.
3. Expand the appropriate Data Connector.
4. Drag the relevant data from the Connector to the panel.
   • You can select an entire "table" to add, but you may need to remove Measures/Rows from the Metric Set to build an appropriate visualization. Alternatively, you can select only the fields you wish to include in the visualization.
   • With the fields selected, you can add any filters or conditions on the Measures and Rows, further customizing the visualization.
5. Click Re-visualize from the menu bar and select the appropriate visualization for the data.
6. Click Add To New Dashboard to add the visualization to a new dashboard.
7. Configure the dashboard, creating dynamic visualizations of Freshdesk data.