Freshdesk Connector

backend/danswer/configs/constants.py

@@ -88,6 +88,7 @@ class DocumentSource(str, Enum):
  LOOPIO = "loopio"
  SHAREPOINT = "sharepoint"
  AXERO = "axero"
+ FRESHDESK = "freshdesk"
 
 
 class DocumentIndexType(str, Enum):

backend/danswer/connectors/factory.py

@@ -33,7 +33,7 @@
 from danswer.connectors.web.connector import WebConnector
 from danswer.connectors.zendesk.connector import ZendeskConnector
 from danswer.connectors.zulip.connector import ZulipConnector
-
+from danswer.connectors.freshdesk.connector import FreshdeskConnector
 
 class ConnectorMissingException(Exception):
  pass
@@ -71,6 +71,7 @@ def identify_connector_class(
  DocumentSource.ZENDESK: ZendeskConnector,
  DocumentSource.LOOPIO: LoopioConnector,
  DocumentSource.SHAREPOINT: SharepointConnector,
+ DocumentSource.FRESHDESK: FreshdeskConnector,
  DocumentSource.AXERO: AxeroConnector,
  }
  connector_by_source = connector_map.get(source, {})

backend/danswer/connectors/freshdesk/connector.py

@@ -0,0 +1,116 @@
+import requests
+import json
+from datetime import datetime, timezone
+from typing import Any, List, Optional
+from bs4 import BeautifulSoup # Add this import for HTML parsing
+from danswer.configs.app_configs import INDEX_BATCH_SIZE
+from danswer.configs.constants import DocumentSource
+from danswer.connectors.interfaces import GenerateDocumentsOutput, PollConnector
+from danswer.connectors.models import ConnectorMissingCredentialError, Document, Section
+from danswer.utils.logger import setup_logger
+
+logger = setup_logger()
+
+
+class FreshdeskConnector(PollConnector):
+ def __init__(self, api_key: str, domain: str, password: str, batch_size: int = INDEX_BATCH_SIZE) -> None:
+ self.api_key = api_key
+ self.domain = domain
+ self.password = password
+ self.batch_size = batch_size
+
+ def ticket_link(self, tid: int) -> str:
+ return f"https://{self.domain}.freshdesk.com/helpdesk/tickets/{tid}"
+
+ def build_doc_sections_from_ticket(self, ticket: dict) -> List[Section]:
+ # Use list comprehension for building sections
+ return [
+ Section(
+ link=self.ticket_link(int(ticket["id"])),
+ text=json.dumps({
+ key: value
+ for key, value in ticket.items()
+ if isinstance(value, str)
+ }, default=str),
+ )
+ ]
+
+ def strip_html_tags(self, html: str) -> str:
+ soup = BeautifulSoup(html, 'html.parser')
+ return soup.get_text()
+
+ def load_credentials(self, credentials: dict[str, Any]) -> Optional[dict[str, Any]]:
+ logger.info("Loading credentials")
+ self.api_key = credentials.get("freshdesk_api_key")
+ self.domain = credentials.get("freshdesk_domain")
+ self.password = credentials.get("freshdesk_password")
+ return None
+
+ def _process_tickets(self, start: datetime, end: datetime) -> GenerateDocumentsOutput:
+ logger.info("Processing tickets")
+ if any([self.api_key, self.domain, self.password]) is None:
+ raise ConnectorMissingCredentialError("freshdesk")
+
+ freshdesk_url = f"https://{self.domain}.freshdesk.com/api/v2/tickets?include=description"
+ response = requests.get(freshdesk_url, auth=(self.api_key, self.password))
+ response.raise_for_status() # raises exception when not a 2xx response
+
+ if response.status_code!= 204:
+ tickets = json.loads(response.content)
+ logger.info(f"Fetched {len(tickets)} tickets from Freshdesk API")
+ doc_batch: List[Document] = []
+
+ for ticket in tickets:
+ # Convert the "created_at", "updated_at", and "due_by" values to ISO 8601 strings
+ for date_field in ["created_at", "updated_at", "due_by"]:
+ ticket[date_field] = datetime.fromisoformat(ticket[date_field]).strftime("%Y-%m-%d %H:%M:%S")
+
+ # Convert all other values to strings
+ ticket = {
+ key: str(value) if not isinstance(value, str) else value
+ for key, value in ticket.items()
+ }
+
+ # Checking for overdue tickets
+ today = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
+ ticket["overdue"] = "true" if today > ticket["due_by"] else "false"
+
+ # Mapping the status field values
+ status_mapping = {2: "open", 3: "pending", 4: "resolved", 5: "closed"}
+ ticket["status"] = status_mapping.get(ticket["status"], str(ticket["status"]))
+
+ # Stripping HTML tags from the description field
+ ticket["description"] = self.strip_html_tags(ticket["description"])
+
+ # Remove extra white spaces from the description field
+ ticket["description"] = " ".join(ticket["description"].split())
+
+ # Use list comprehension for building sections
+ sections = self.build_doc_sections_from_ticket(ticket)
+
+ created_at = datetime.fromisoformat(ticket["created_at"])
+ today = datetime.now()
+ if (today - created_at).days / 30.4375 <= 2:
+ doc = Document(
+ id=ticket["id"],
+ sections=sections,
+ source=DocumentSource.FRESHDESK,
+ semantic_identifier=ticket["subject"],
+ metadata={
+ key: value
+ for key, value in ticket.items()
+ if isinstance(value, str) and key not in ["description", "description_text"]
+ },
+ )
+
+ doc_batch.append(doc)
+
+ if len(doc_batch) >= self.batch_size:
+ yield doc_batch
+ doc_batch = []
+
+ if doc_batch:
+ yield doc_batch
+
+ def poll_source(self, start: datetime, end: datetime) -> GenerateDocumentsOutput:
+ yield from self._process_tickets(start, end)