TL;DR The most prominent ETL and ELT tools to transfer data from Freshdesk include:
Airbyte Fivetran Stitch Matillion These ETL and ELT tools help in extracting data from Freshdesk and other sources (APIs, databases, and more), transforming it efficiently, and loading it into a database, data warehouse or data lake, enhancing data management capabilities. Airbyte distinguishes itself by offering both a self-hosted open-source platform and a Cloud one.
What is Freshdesk & How Does it Tie With ETL? Freshdesk is a customer support software that helps businesses manage customer inquiries and issues through various communication channels such as email, phone, chat, and social media. Data teams can extract ticket data, customer interactions, agent performance metrics, satisfaction scores, and support analytics from freshdesk's REST API through ETL processes to analyze customer service effectiveness and support team performance patterns. This integration enables teams to track ticket resolution times and customer satisfaction scores across different support channels, measure agent productivity and support quality metrics for operational optimization, analyze customer issue patterns and knowledge base effectiveness for service improvement.
What is ETL? ETL (Extract, Transform, Load) is a process used to extract data from one or more data sources, transform the data to fit a desired format or structure, and then load the transformed data into a target database or data warehouse. ETL is typically used for batch processing and is most commonly associated with traditional data warehouses.
What is ELT? More recently, ETL has been replaced by ELT (Extract, Load, Transform) . ELT Tool is a variation of ETL one that automatically pulls data from even more heterogeneous data sources, loads that data into the target data repository - databases, data warehouses or data lakes - and then performs data transformations at the destination level. ELT provides significant benefits over ETL, such as:
Faster processing times and loading speed Better scalability at a lower cost Support of more data sources (including Cloud apps), and of unstructured data Ability to have no-code data pipelines More flexibility and autonomy for data analysts with lower maintenance Better data integrity and reliability, easier identification of data inconsistencies Support of many more automations, including automatic schema change migration For simplicity, we will only use Freshdesk ETL as a reference to all data integration tools, ETL and ELT included, to integrate data from .
How data integration from Freshdesk to a data warehouse can help Companies might do Freshdesk ETL for several reasons:
Business intelligence: Freshdesk data may need to be loaded into a data warehouse for analysis, reporting, and business intelligence purposes.Data Consolidation: Companies may need to consolidate data with other systems or applications to gain a more comprehensive view of their business operationsCompliance: Certain industries may have specific data retention or compliance requirements, which may necessitate extracting data for archiving purposes.Overall, ETL from Freshdesk allows companies to leverage the data for a wide range of business purposes, from integration and analytics to compliance and performance optimization.
Criterias to select the right Freshdesk ETL solution for you As a company, you don't want to use one separate data integration tool for every data source you want to pull data from. So you need to have a clear integration strategy and some well-defined evaluation criteria to choose your Freshdesk ETL solution.
Here is our recommendation for the criteria to consider:
Connector need coverage: does the ETL tool extract data from all the multiple systems you need, should it be any cloud app or Rest API, relational databases or noSQL databases, csv files, etc.? Does it support the destinations you need to export data to - data warehouses, databases, or data lakes?Connector extensibility: for all those connectors, are you able to edit them easily in order to add a potentially missing endpoint, or to fix an issue on it if needed?Ability to build new connectors: all data integration solutions support a limited number of data sources.Support of change data capture: this is especially important for your databases.Data integration features and automations: including schema change migration, re-syncing of historical data when needed, scheduling featureEfficiency: how easy is the user interface (including graphical interface, API, and CLI if you need them)?Integration with the stack: do they integrate well with the other tools you might need - dbt, Airflow, Dagster, Prefect, etc. - ?Data transformation: Do they enable to easily transform data, and even support complex data transformations? Possibly through an integration with dbtLevel of support and high availability: how responsive and helpful the support is, what are the average % successful syncs for the connectors you need. The whole point of using ETL solutions is to give back time to your data team.Data reliability and scalability: do they have recognizable brands using them? It also shows how scalable and reliable they might be for high-volume data replication.Security and trust: there is nothing worse than a data leak for your company, the fine can be astronomical, but the trust broken with your customers can even have more impact. So checking the level of certification (SOC2, ISO) of the tools is paramount. You might want to expand to Europe, so you would need them to be GDPR-compliant too.Top Freshdesk ETL tools Here are the top Freshdesk ETL tools based on their popularity and the criteria listed above:
1. Airbyte Airbyte is the leading open-source ELT platform, created in July 2020. Airbyte offers the largest catalog of data connectors—550+ and growing—and has 40,000 data engineers using it to transfer data, syncing several PBs per month, as of June 2023. Major users include brands such as Siemens, Calendly, Angellist, and more. Airbyte integrates with dbt for its data transformation, and Airflow/Prefect/Dagster for orchestration. It is also known for its easy-to-use user interface, and has an API and Terraform Provider available.
What's unique about Airbyte? Their ambition is to commoditize data integration by addressing the long tail of connectors through their growing contributor community. All Airbyte connectors are open-source which makes them very easy to edit. Airbyte also provides a Connector Development Kit to build new connectors from scratch in less than 30 minutes, and a no-code connector builder UI that lets you build one in less than 10 minutes without help from any technical person or any local development environment required..
Airbyte also provides stream-level control and visibility. If a sync fails because of a stream, you can relaunch that stream only. This gives you great visibility and control over your data.
Data professionals can either deploy and self-host Airbyte Open Source, or leverage the cloud-hosted solution Airbyte Cloud where the new pricing model distinguishes databases from APIs and files. Airbyte offers a 99% SLA on Generally Available data pipelines tools, and a 99.9% SLA on the platform.
2. Fivetran Fivetran is a closed-source, managed ELT service that was created in 2012. Fivetran has about 300 data connectors and over 5,000 customers.
Fivetran offers some ability to edit current connectors and create new ones with Fivetran Functions, but doesn't offer as much flexibility as an open-source tool would.
What's unique about Fivetran? Being the first ELT solution in the market, they are considered a proven and reliable choice. However, Fivetran charges on monthly active rows (in other words, the number of rows that have been edited or added in a given month), and are often considered very expensive.
Here are more critical insights on the key differentiations between Airbyte and Fivetran
3. Stitch Data Stitch is a cloud-based platform for ETL that was initially built on top of the open-source ETL tool Singer.io. More than 3,000 companies use it.
Stitch was acquired by Talend, which was acquired by the private equity firm Thoma Bravo, and then by Qlik. These successive acquisitions decreased market interest in the Singer.io open-source community, making most of their open-source data connectors obsolete. Only their top 30 connectors continue to be maintained by the open-source community.
What's unique about Stitch? Given the lack of quality and reliability in their connectors, and poor support, Stitch has adopted a low-cost approach.
Here are more insights on the differentiations between Airbyte and Stitch , and between Fivetran and Stitch.
Other potential services 4. Matillion Matillion is a self-hosted ELT solution, created in 2011. It supports about 100 connectors and provides all extract, load and transform features. Matillion is used by 500+ companies across 40 countries.
What's unique about Matillion? Being self-hosted means that Matillion ensures your data doesn’t leave your infrastructure and stays on premise. However, you might have to pay for several Matillion instances if you’re multi-cloud. Also, Matillion has verticalized its offer from offering all ELT and more. So Matillion doesn't integrate with other tools such as dbt, Airflow, and more.
Here are more insights on the differentiations between Airbyte and Matillion .
5. Airflow Apache Airflow is an open-source workflow management tool. Airflow is not an ETL solution but you can use Airflow operators for data integration jobs. Airflow started in 2014 at Airbnb as a solution to manage the company's workflows. Airflow allows you to author, schedule and monitor workflows as DAG (directed acyclic graphs) written in Python.
What's unique about Airflow? Airflow requires you to build data pipelines on top of its orchestration tool. You can leverage Airbyte for the data pipelines and orchestrate them with Airflow, significantly lowering the burden on your data engineering team.
Here are more insights on the differentiations between Airbyte and Airflow .
6. Talend Talend is a data integration platform that offers a comprehensive solution for data integration, data management, data quality, and data governance.
What’s unique with Talend? What sets Talend apart is its open-source architecture with Talend Open Studio, which allows for easy customization and integration with other systems and platforms. However, Talend is not an easy solution to implement and requires a lot of hand-holding, as it is an Enterprise product. Talend doesn't offer any self-serve option.
7. Pentaho Pentaho is an ETL and business analytics software that offers a comprehensive platform for data integration, data mining, and business intelligence. It offers ETL, and not ELT and its benefits.
What is unique about Pentaho? What sets Pentaho data integration apart is its original open-source architecture, which allows for easy customization and integration with other systems and platforms. Additionally, Pentaho provides advanced data analytics and reporting tools, including machine learning and predictive analytics capabilities, to help businesses gain insights and make data-driven decisions.
However, Pentaho is also an Enterprise product, so hard to implement without any self-serve option.
8. Informatica PowerCenter Informatica PowerCenter is an ETL tool that supported data profiling, in addition to data cleansing and data transformation processes. It was also implemented in their customers' infrastructure, and is also an Enterprise product, so hard to implement without any self-serve option.
9. Microsoft SQL Server Integration Services (SSIS) MS SQL Server Integration Services is the Microsoft alternative from within their Microsoft infrastructure. It offers ETL, and not ELT and its benefits.
10. Singer Singer is also worth mentioning as the first open-source JSON-based ETL framework. It was introduced in 2017 by Stitch (which was acquired by Talend in 2018) as a way to offer extendibility to the connectors they had pre-built. Talend has unfortunately stopped investing in Singer’s community and providing maintenance for the Singer’s taps and targets, which are increasingly outdated, as mentioned above.
11. Rivery Rivery is another cloud-based ELT solution. Founded in 2018, it presents a verticalized solution by providing built-in data transformation, orchestration and activation capabilities. Rivery offers 150+ connectors, so a lot less than Airbyte. Its pricing approach is usage-based with Rivery pricing unit that are a proxy for platform usage. The pricing unit depends on the connectors you sync from, which makes it hard to estimate.
12. HevoData HevoData is another cloud-based ELT solution. Even if it was founded in 2017, it only supports 150 integrations, so a lot less than Airbyte. HevoData provides built-in data transformation capabilities, allowing users to apply transformations, mappings, and enrichments to the data before it reaches the destination. Hevo also provides data activation capabilities by syncing data back to the APIs.
13. Meltano Meltano is an open-source orchestrator dedicated to data integration, spined off from Gitlab on top of Singer’s taps and targets. Since 2019, they have been iterating on several approaches. Meltano distinguishes itself with its focus on DataOps and the CLI interface. They offer a SDK to build connectors, but it requires engineering skills and more time to build than Airbyte’s CDK. Meltano doesn’t invest in maintaining the connectors and leave it to the Singer community, and thus doesn’t provide support package with any SLA.
All those ETL tools are not specific to Freshdesk, you might also find some other specific data loader for Freshdesk data. But you will most likely not want to be loading data from only Freshdesk in your data stores.
Freshdesk's API provides access to a wide range of data related to customer support and service management. The following are the categories of data that can be accessed through Freshdesk's API:
1. Tickets: Information related to customer support tickets, including ticket ID, status, priority, and requester details.
2. Contacts: Data related to customer contacts, including contact ID, name, email address, and phone number.
3. Agents: Information about support agents, including agent ID, name, email address, and role.
4. Companies: Data related to companies that use Freshdesk for customer support, including company ID, name, and domain.
5. Conversations: Information related to customer conversations, including conversation ID, status, and participants.
6. Knowledge base: Data related to the knowledge base, including articles, categories, and folders.
7. Surveys: Information related to customer satisfaction surveys, including survey ID, status, and responses.
8. Time entries: Data related to time entries for support agents, including time spent on tickets and activities.
9. Custom fields: Information related to custom fields created in Freshdesk, including field ID, name, and value.
Overall, Freshdesk's API provides access to a comprehensive set of data that can be used to improve customer support and service management.
How to start pulling data in minutes from Freshdesk If you decide to test Airbyte, you can start analyzing your Freshdesk data within minutes in three easy steps:
Step 1: Set up Freshdesk as a source connector 1. Open the Airbyte dashboard and click on "Sources" on the left-hand side of the screen.
2. Click on the "Add Source" button and select "Freshdesk" from the list of available connectors.
3. Enter a name for the connector and click on "Next".
4. Enter your Freshdesk credentials, including your Freshdesk domain, API key, and password.
5. Click on "Test Connection" to ensure that the credentials are correct and the connection is successful.
6. Once the connection is successful, select the data you want to replicate from Freshdesk, including tickets, contacts, and companies.
7. Choose the replication frequency and the destination where you want to store the data.
8. Click on "Create Source" to save the configuration and start the replication process.
9. Monitor the replication process on the Airbyte dashboard and troubleshoot any errors that may occur.
10. Once the replication is complete, you can use the data in your destination of choice for analysis and reporting.
Step 2: Set up a destination for your extracted Freshdesk data Choose from one of 50+ destinations where you want to import data from your Freshdesk source. This can be a cloud data warehouse, data lake, database, cloud storage, or any other supported Airbyte destination.
Step 3: Configure the Freshdesk data pipeline in Airbyte Once you've set up both the source and destination, you need to configure the connection. This includes selecting the data you want to extract - streams and columns, all are selected by default -, the sync frequency, where in the destination you want that data to be loaded, among other options.
And that's it! It is the same process between Airbyte Open Source that you can deploy within 5 minutes , or Airbyte Cloud which you can try here , free for 14-days.
Conclusion This article outlined the criteria that you should consider when choosing a data integration solution for Freshdesk ETL/ELT. Based on your requirements, you can select from any of the top 10 ETL/ELT tools listed above. We hope this article helped you understand why you should consider doing Freshdesk ETL and how to best do it.
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