We started exploring the use of the FreshDesk cloud-based customer support platform.
Which is one of the modules of the FreshWorks Suite.
You can start off with a free subscription, which is good enough to start building your BI tool.
Once you are happy you can switch over to a paid subscription giving you extra features.
One of them is extensive reporting,
After exploring the Power BI integration. I found out that all of the third party solution provided did not work
And one of the solutions required that you have a Power BI Pro license…
.
.
SOLUTION :
So I ended up making my own Power BI Dashboard using the FreshDesk REST Web Services API.
See here for the API documentation : https://developers.freshdesk.com/api/
The Web Service API looks very straight forward and works with any REST compatible application.
Implementing this in Power BI, was challenging.
But as you can see here, you can do all you need in your Free Power BI Desktop too.
So this will save you some licenses money too
.
You can start off with a free subscription, which is good enough to start building your BI Dashboards.
Shows that Power BI is the right marriage for the 2 platforms, O365 and FreshDesk
In case you need to run this as offline data source or want to schedule reports.
You can also use PowerShell to extract the data, and use this as a data source, instead of the online data source.
This will save you quite some money uplifting your subscription.
Example :
If you have 25 Agents and you need to schedule reports. Your subscription is $19 / user / month more expansive.
This is a burden of an additional $5,000 subscription cost.
Other paid service provider is FreshInsights / Radiare
PowerShell
If you run the Invoke-WebRequest command against your URI in Powershell.
Like this :
$Data = Invoke-WebRequest -uri $URL -Headers $Headers -Method GET -ContentType application/json
You can see in the response header information the API Version and the remaining calls you have
In this case 2996 out of 3000 per hour !
This is a limit set by Freshdesk to reduce the maximum API calls per hour.
Steps to get started using Power BI using the Web Service API :
1. create a free trial subscription
2. Copy your Web Service API Key
3. Open Power BI and do a Get DATA Web Data
Paste in the web service URL for Tickets for example.
4. Connect to FreshDesk using the API Key and password
PS : To use the Power BI Service and Scheduled REFRESH,
you need to use the Anonymous Authentication !
5. Next built your Queries and transformations to extract the data
6. Build your Visuals and Measures
Tips and Tricks
An EXTRA Bonus is that you can incorporate this in your SharePoint Online site.
No license needed see here on how to.
Schedule a Refresh using Power BI Service
This works now out of the box if you use the correct M syntax.
Second EXTRA Bonus is that now O365 has a Power Automate connector for Freshdesk as well :
Need to get started building your own interactive Dashboard, drop a message here.
Hi, I have managed to connect to the data, is there any way to see all tickets? Thanks
I just send you an email in reply.
Hello, can you share the power bi template, I just saw your reply from the freshworks community thread.
I just send you an email in reply.
Hi, This is really useful. Thanks! I’m coming up with the same issue of 30 rows of data and would be grateful for some advice on how to work around this
I just send you an email in reply.
Can you please email me the answer regarding the issue with pagination
I just send you an email in reply.
Same for me, i only get 30, can you please send an e-mail to me?
Thank you so much for an easy to follow article. Like others I’m seeing results limited to 30 rows of data. Was hoping you could assist with that or perhaps you could update the article with details on resolving it?
I just send you an email in reply.
Interesting article. Would love to ask a few questions on this to get this connected.
I too am trying to build my own dashboard, am currently surviving with manual export to CSV…!
I just send you an email in reply.
Hi Audaministrator
I got the same issue of only capped at 30 tickets, please advise! thanks.
I just send you an email in reply.
Hi,
I found this blog whilst trying to get around the pagination issue restricting me to 100 tickets. Can you please let me know how you managed to resolve it.
Thanks,
Tom
I just send you an email in reply.
Thank you so much for an easy to follow article. Like others I’m seeing results limited to 30 rows of data. Was hoping you could assist with that or perhaps you could update the article with details on resolving it?
I just send you an email in reply.
If possible, I would need your advice regarding the 30 ticket limit and proper configuration.
I am not so good at building queries but will start getting it to get my proper data (my freshservice version is Growth and cannot schedule reports, is a direct connection in Power BI)
Thanks in advance!
I just send you an email in reply.
If you are still sharing, I could use the template. Thanks
I just send you an email in reply.
Hi, great artricle, still very useful. If possible, I would also need your advice regarding the 30 ticket limit and proper configuration. Thanks in advance!
Nikolas
I just send you an email in reply.
I think im only getting the first page of the data. Getting limited to 30 to a max of 100 tickets if modified per page. Can you tell me how did you achieved getting more than that?
I just send you an email in reply.
I have the same situation, can you email me the details?
thanks!