Freshdesk Airdrop

The Freshdesk Airdrop allows bi-directional synchronization between Freshdesk and DevRev, supporting both one-time airdrops and ongoing syncs.

Supported objects

The following is a list of Freshdesk objects and their corresponding DevRev equivalent. Those marked as Supported are eligible for Airdrop.

Importing from Freshdesk

Follow the steps below to import from Freshdesk:

1. Go to Marketplaces > Search for Freshdesk under Import category and install.
2. You land on the snap-in config modal. Click on Install, and then go to the Airdrops section on your settings left nav.
3. Start an import and select the Freshdesk logo, after you click +Airdrop.
4. Create a new connection to your Freshdesk account, or use an existing connection if you already have one.
5. Once the connection is established, select the Freshdesk account you want to import and specify the DevRev part that should be used for any imported work (future releases make use of this). This initiates a bulk import of the selected site.
6. DevRev makes an effort to automatically map the fields from Freshdesk to the corresponding fields in DevRev. However, you may be prompted to manually map certain fields if needed.

The duration of the import depends on the size of the Freshdesk account and the data being imported. It can take seconds for an account with only a few dozen tickets to a few hours for an account with tens of thousands of items with many attachments. DevRev honors the Freshdesk API rate limits and back-off and resumes automatically.

Post import options

After a successful import, you have the following options available for the imported account:

• View Report
  • This option allows you to access detailed information about the initial import and any subsequent syncs performed.
• Sync to DevRev
  • This option allows you to synchronize any modifications made in Freshdesk with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new tickets in Freshdesk after the last sync or import.
• Sync to Freshdesk
  • This option allows you to synchronize any modifications made in Freshdesk with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new tickets in Freshdesk after the last sync or import.
• Set periodic sync
  • This option allows you to automatically sync new changes from Freshdesk to DevRev and vice versa on a periodic basis. The default frequency is once an hour.
• Change Connection
  • Use this option to change the connection used for any subsequent actions. It can be helpful if a connection becomes inactive or the user who established it is no longer available.
• Archive
  • This option moves your data to an archived read-only state.
• Delete
  • If you wish to remove the import and all items that were imported from Freshdesk into DevRev, you can use this option.

Sync to DevRev

After a successful import from a Freshdesk account, you can choose to sync the imported data with DevRev. This feature airdrops any changes made to previously imported items from Freshdesk.

To perform a one-time sync to DevRev, follow these steps:

1. Go to Settings > Integrations > Airdrops.
2. Locate the relevant Airdrop.
3. Select Sync Snap-ins to DevRev option.

Please be aware that this may override fields in previously imported items, even if they were modified in DevRev.

Sync to Freshdesk

After the initial import you get the option to sync data from DevRev back to Freshdesk. This will update objects in Freshdesk with changes made in DevRev.

To sync DevRev to snap-in (reverse sync), follow these steps:

1. Go to Settings > Integrations > Airdrops.
2. Locate the relevant Airdrop.
3. Select Sync DevRev to Snap-ins option.

Historical Airdrops

To view currently running and previous Airdrops from various sources, do the following:

1. Go to Settings > Integrations > Airdrops.
2. Select the import you want to view.
3. Click on the context menu (⋮) and select View Report.

Periodic sync

After successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.

To configure periodic sync, follow these steps:

1. Go to Settings > Integrations > Airdrops.
2. Locate the previously imported project.
3. Select the ⇆ > Set Periodic Sync option.

The Enable automations for synced items setting is optional and can be activated during periodic sync configuration. When enabled, newly created or updated items trigger events, which can initiate webhooks, notifications, Snap-ins, and other processes, as if the events originated directly in DevRev.

If this setting is disabled, updates will not trigger any event-driven processes. This behavior applies only to periodic syncs; no events are triggered during a first-time import or manual sync to or from DevRev.

Delete import

This deletes any content created by the import, including users and works.

An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.

To delete an import and all the content it created, go to Settings > Integrations > Airdrops, find the previously imported project, and select ⋮ > Delete Import.