Issue

Changes to tags in Freshdesk are not being reflected in the ticket to your Fivetran destination.

Environment

Connector: Freshdesk

Resolution

Manually edit a ticket with the tag, making sure that the updated_at field is modified. After the field is modified, the updated tag will appear in your destination.

Cause

Fivetran syncs tickets from Freshdesk by looking at the ticket's updated_at tag. However, when you update a tag on Freshdesk, by default the updated_at field of a ticket is not changed. As a result, Fivetran cannot determine if there was a change to the ticket.