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Connector Improvement: Adjust Freshdesk API/ Webhook Usage Throttling

Sara User

The new TICKET_HISTORY table, and using webhooks for the table, is eating up Freshdesk API limits. 

The number of webhook requests you can use in an hour on Freshdesk is limited to 1000 calls. If the status codes are between 200 and 299, the callback is a success, and status codes between 300-399 will be taken as callback redirects. When a callback fails (status codes other than 2xx and 3xx), the webhook will automatically be retried once every 30 minutes, totalling 48 calls. Calls requested after the rate limit will be buffered until renewed calls are available after 1 hour.

Since the introduction of the TICKET_HISTORY table, I see the throttler_count going up to 13992 requests (that is 13 times more than the webhook limits for an hour).

Since many webhooks fail and get retried, this leads to a massive queue. 

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1 comment

Date Votes
  • Official comment
    Ray User

    Hi Sara,

    Thank you for letting us know about this limitation. We rely on Webhooks to capture granular updates necessary for a high-quality history table. We are looking into an option to rely on the REST api when the webhook quota is inadequate and we'll update this thread once we have something available.