HelpDesk

This connector is currently in development, and it is not available yet.

HelpDesk is a simple ticketing system for tracking, prioritizing and resolving customer support tickets, developed by LiveChat Software.

Data integration: Skyvia supports importing data to and from HelpDesk, exporting HelpDesk data to CSV files, replicating HelpDesk data to relational databases, and synchronizing HelpDesk data with other cloud apps and relational databases.

Backup: Skyvia Backup does not support HelpDesk backup.

Query: Skyvia Query supports HelpDesk.

Establishing Connection

Skyvia uses OAuth authentication for HubSpot. While creating a connection, you need to perform the following steps:

  1. Click Sign In with HelpDesk.

    HelpDesk connection editor

  2. Sign in to HelpDesk.

    Signing in to HelpDesk

  3. If your LiveChat account is linked to multiple LiveChat products, select the HelpDesk product (click the corresponding Go to app link).

    Selecting product

  4. Click Create.

Connector Specifics

Synchronization and Replication Limitations

Skyvia supports replication with Incremental Updates for all the HelpDesk objects but the objects with names starting from ‘Report’, with the exception of Reports_FailedEmails table. The latter one supports replication with incremental updates, but it doesn’t have the UpdatedDate field. Thus, replication with incremental updates detects only the new records, but not updates to existing records.

Skyvia supports synchronization for the following HelpDesk objects: Agents, CannedResponses, Licenses, Mailboxes, Rules, Subscriptions, Tags, Teams, Templates, Tickets, Views, Webhooks.

DML Operations Support

Skyvia supports the following DML operations for HelpDesk objects:

Operations Objects
INSERT, UPDATE, DELETE Agents, CannedResponses, Mailboxes, Rules, Tags, Teams, Templates, Tickets, Views, Webhooks
INSERT, DELETE BlockedEmails, EmailDomains, ReplyAddresses, TrustedEmails
INSERT, UPDATE Licenses, Subscriptions

Object Peculiarities

Templates

When loading data to the Templates object, values for the Content_Text field must include the {{message.text}} parameter, and values for the Content_Html field must include {{{message.html}}}.

For example, the value for the Content_Text field can be the following:

This is test template with the following text: {{message.text}}

The value for the Content_Html field can be the following:

<body><div>This is test template with the following text: {{{message.html}}}</div></body>

Tickets

When importing data to the Tickets table, you must map either the Message_Text or Message_RichTextObj field in addition to the required Requester_Email field.

Reports***

When reading data from the objects with name starting with ‘Reports’, you can use the following fields to specify reports:

Fields Function
Step Aggregation step. Can take the following values: Hour, Day, Month, Year. The default value is Day.
From and To These fields specify the period, for which the report is queried. These parameters are not required. You can specify both, one, or none as described here.

These fields don’t return any data, they are used only to configure reports. You can specify values for them either in the WHERE clause of a query or in filters. You must use the equals operator for these fields.

Stored Procedures

Some of the actions in Skyvia are implemented as stored procedures:

  • call SendForwardingInstructions(:LicenseId, :Email) - sends email with instructions on setting up email forwarding.
  • call CancelSubscription(:SubscriptionId) - cancels a subscription.
  • call TerminateSubscription(:SubscriptionId) - terminates a subscription.
  • call MergeTickets(:TicketId, :ChildTicketId) - merges tickets.
  • call UnmergeTickets(:TicketId, :ChildTicketId) - unmerges tickets.
  • call VerifyEmailDomain(:EmailDomainId) - verifies email domain.

You can use a call to the stored procedure, for example as a text of the command in the ExecuteCommand action in a Target component of a Data Flow.

Supported Actions and Actions Specifics

Skyvia supports all the common actions, available for most of the connectors, for HelpDesk.