Build Freshdesk Visualizations in Tableau Cloud

Tableau Cloud is an analytics platform fully hosted in the cloud. When paired with CData Connect Cloud, you get instant, cloud-to-cloud access to Freshdesk data for visualizations, dashboards, and more. This article shows how to connect to Freshdesk and build visualizations from Freshdesk data in Tableau Cloud.

CData Connect Cloud provides a pure cloud-to-cloud interface for Freshdesk, allowing you to easily build visualizations from live Freshdesk data in Tableau Cloud without installing connectors or publishing worksheets and data sources from Tableau Desktop. As you build visualizations, Tableau Cloud generates SQL queries to gather data. Using optimized data processing out of the box, CData Connect Cloud pushes all supported SQL operations (filters, JOINs, etc) directly to Freshdesk, leveraging server-side processing to quickly return Freshdesk data.

Configure Freshdesk Connectivity for Tableau Cloud

To work with Freshdesk data from Tableau Cloud, we need to connect to Freshdesk from Connect Cloud, provide user access to the connection, and create a Workspace for the Freshdesk data.

Connect to Freshdesk from Connect Cloud

CData Connect Cloud uses a straightforward, point-and-click interface to connect to data sources.

1. Log into Connect Cloud, click Sources, and then click Add Connection

2. Select "Freshdesk" from the Add Connection panel

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.
   
4. Click Create & Test
5. Navigate to the Permissions tab in the Add Freshdesk Connection page and update the User-based permissions.

Add a Personal Access Token

When connecting to Connect Cloud 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 Cloud. 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 Cloud 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.
4. The personal access token is only visible at creation, so be sure to copy it and store it securely for future use.

Configure Freshdesk Endpoints for Tableau Cloud

After connecting to Freshdesk, create a workspace for your desired table(s).

1. Navigate to the Workspaces page and click Add to create a new Workspace (or select an existing workspace).
2. Click Add to add new assets to the Workspace.
3. Select the Freshdesk connection (e.g. FreshDesk1) and click Next.
4. Select the table(s) you wish to work with and click Confirm.
5. Make note of the OData Service URL for your workspace, e.g. https://cloud.cdata.com/api/odata/{workspace_name}

With the connection, PAT, and Workspace configured, you are ready to connect to Freshdesk data from Tableau Cloud.

Visualize Live Freshdesk Data in Tableau Cloud

The steps below outline creating a new data source in Tableau Cloud based on the virtual Freshdesk database in Connect Cloud and building a simple visualization from the data.

1. Log into Tableau Cloud, select a account, and create a new workbook.
2. In the new workbook, choose the OData Connector from the data wizard and fill in the values for your Connect Cloud instance.
   • Set Server to the OData URL for your Workspace, e.g. https://cloud.cdata.com/api/odata/{workspace_name}
   • Set Authentication to Username and Password
   • Set Username to your Connect Cloud username (e.g. [email protected])
   • Set Password to a PAT for the above user
   
3. Select your newly created database and the table(s) you wish to visualize (defining relationships for JOINad tables as needed).

4. Select Dimensions and Measures and configure your visualization.

Real-Time Access to Freshdesk Data from Cloud Applications

At this point, you have a direct, cloud-to-cloud connection to live Freshdesk data from your Tableau Cloud workbook. You can create new visualizations, build dashboards, and more, with no need to publish data sources and workbooks from Tableau Desktop. For more information on gaining live access to data from more than 100 SaaS, Big Data, and NoSQL sources from cloud applications like Tableau Cloud, refer to our Connect Cloud page.