Use the CData ODBC Driver for Freshdesk in SAS for Real-Time Reporting and Analytics

SAS is a software suite developed for advanced analytics, multivariate analysis, business intelligence, data management, and predictive analytics. When you pair SAS with the CData ODBC Driver for Freshdesk, you gain database-like access to live Freshdesk data from SAS, expanding your reporting and analytics capabilities. This articles walks through creating a library for Freshdesk in SAS and creating a simple report based on real-time Freshdesk data.

The CData ODBC Driver offers unmatched performance for interacting with live Freshdesk data in SAS due to optimized data processing built into the driver. When you issue complex SQL queries from SAS 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 (often SQL functions and JOIN operations) client-side. With built-in dynamic metadata querying, you can easily visualize and analyze Freshdesk data in SAS.

Connect to Freshdesk as an ODBC Data Source

Information for connecting to Freshdesk follows, along with different instructions for configuring a DSN in Windows and Linux environments (the ODBC Driver for Freshdesk must be installed on the machine hosting the SAS System).

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.

Windows

If you have not already, first specify connection properties in an ODBC DSN (data source name). This is the last step of the driver installation. You can use the Microsoft ODBC Data Source Administrator to create and configure ODBC DSNs.

Linux

If you are installing the CData ODBC Driver for Freshdesk in a Linux environment, the driver installation predefines a system DSN. You can modify the DSN by editing the system data sources file (/etc/odbc.ini) and defining the required connection properties.

/etc/odbc.ini

For specific information on using these configuration files, please refer to the help documentation (installed and found online).

Create a Freshdesk Library in SAS

Connect to Freshdesk in SAS by adding a library based on the CData ODBC Driver for Freshdesk.

1. Open SAS and expand Libraries in the Explorer pane.
2. In the Active Libraries window, right-click and select New.
3. Name your library (odbclib), select ODBC as the Engine, and click to Enable at startup (if you want the library to persist between sessions).
4. Set Data Source to the DSN you previously configured and click OK.

Create a View from a Freshdesk Query

SAS natively supports querying data either using a low-code, point-and-click Query tool or programmatically with PROC SQL and a custom SQL query. When you create a View in SAS, the defining query is executed each time the view is queried. This means that you always query live Freshdesk data for reports, charts, and analytics.

Using the Query Tool

1. In SAS, click Tools -> Query
2. Select the table sources and the table(s) you wish to pull data from. Then, click OK.
3. Select columns and right-click to add filtering, ordering, grouping, etc.
4. Create a local view to contain the query results by right-clicking the SQL Query Tool window, selecting Show Query, and clicking Create View. Name the View and click OK.

Using PROC SQL

1. In SAS, navigate to the Editor window.
2. Use PROC SQL to query the data and create a local view.
   NOTE: This procedure creates a view in the Work library. You can optionally specify a library in the create view statement.

   proc sql;
     create view tickets_view as
     select 
       id, 
       name 
     from 
       odbclib.tickets 
     where 
       Status = '2';
   quit;
   

3. Click Run -> Submit to execute the query and create a local view.

Report On or Visualize Freshdesk Data in SAS

With a local view created, you can report, visualize, or otherwise analyze Freshdesk data using the powerful SAS features. Print a simple report using PROC PRINT and create a basic graph based on the data using PROC GCHART.

Print an HTML Report

1. In SAS, navigate to the Editor window.
2. Use PROC PRINT to print an HTML report for the Freshdesk Tickets data.

   proc print data=tickets;
     title "Freshdesk Tickets Data";
   run;
   

Print a Chart

1. In SAS, navigate to the Editor window.
2. Use PROC GCHART to create a chart for the Tickets data.

   proc gchart data=tickets;
     pie id / sumvar=name
         value=arrow
         percent=arrow
         noheading
         percent=inside plabel=(height=12pt)
         slice=inside value=none
         name='TicketsChart';
   run;