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 # Data pipelines
 Provides details on the automated processes that import and transform the data sources that are part of the data lake.
 
+- [Platform / Support / Freshdesk](./platform/support/freshdesk.md)
 - [Operations / AWS / Cost and Usage Report](./operations/aws/cost-and-usage-report.md)
 
 :page_facing_up: When adding a new pipeline, please use [template.md](./template.md) as a starting point.
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+# Platform / Support / Freshdesk
+## Description
+The Freshdesk dataset provides information on user support tickets in [Parquet format](https://parquet.apache.org/). All user entered information and personally identifiable information (PII) has been removed from the dataset. The data is partitioned by month, and updated daily.
+
+This data pipeline creates the Glue data catalog table `platform_support_freshdesk` in the `platform_support_production` database.  It can be queried in Superset as follows:
+
+```sql
+SELECT 
+    * 
+FROM 
+    "platform_support_production"."platform_support_freshdesk" 
+LIMIT 10;
+```
+
+---
+
+[:information_source:  View the data catalog](../../../catalog/platform/support/freshdesk.md)
+
+## Data pipeline
+A high level view is shown below with more details about each step following the diagram.
+
+```mermaid
+graph TD
+    %% Source Systems
+    Lambda["`**Lambda (Daily)**<br>Export Freshdesk tickets`"]
+    
+    %% Storage
+    RawS3["`**S3 Bucket (Raw)**<br/>cds-data-lake-raw-production`"]
+    TransS3["`**S3 Bucket (Transformed)**<br/>cds-data-lake-transformed-production`"]
+    
+    %% Processing
+    Crawlers["Crawlers (Monthly)"]
+    CatalogRaw["`**Data Catalog (Raw)**<br/>platform_support_freshdesk_raw`"]
+    CatalogTransformed["`**Data Catalog (Transformed)**<br/>platform_support_freshdesk`"]
+    ETL["ETL Job (Daily)"]
+
+    %% Flow
+    subgraph datalake[Data Lake account]
+        Lambda --> |YYYY-MM-DD.json|RawS3
+        RawS3 --> Crawlers
+        Crawlers --> |Updates Schema|CatalogRaw
+        CatalogRaw --> ETL
+        ETL --> TransS3
+        ETL --> CatalogTransformed
+    end
+```
+
+### Source data
+The [Freshdesk data export](https://github.com/cds-snc/data-lake/tree/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/export/platform/support/freshdesk) is run in the `DataLake-Production` account [ `platform-support-freshdesk-export` Lambda function](https://github.com/cds-snc/data-lake/tree/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/terragrunt/aws/export/platform/support/freshdesk) that is triggered each day.  On each run it saves any updated tickets from the previous day to the Raw S3 bucket in a `YYYY-MM-DD.json` file:
+
+```
+cds-data-lake-raw-production/platform/support/freshdesk/month=YYYY-MM/YYYY-MM-DD.json
+```
+
+### Crawlers
+On the first of each month, an AWS Glue crawler run in the `DataLake-Production` AWS account to identify schema changes and update the Glue data catalog:
+
+- [Platform / Support / Freshdesk](https://github.com/cds-snc/data-lake/blob/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/terragrunt/aws/glue/crawlers.tf#L49-L79)
+
+This crawler creates and manages the following data catalog table in the [`platform_support_production_raw` database](https://github.com/cds-snc/data-lake/blob/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/terragrunt/aws/glue/databases.tf#L11-L14):
+
+- `platform_support_freshdesk`: Freshdesk ticket data with no PII or user entered information.
+
+### Extract, Transform and Load (ETL) Jobs
+
+Each day, the [`Platform / Support / Freshdesk` Glue ETL job](https://github.com/cds-snc/data-lake/blob/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/terragrunt/aws/glue/etl.tf#L39-L108) runs and updates existing tickets as well as adding new tickets.  The resulting data is saved in the data lake's Transformed `cds-data-lake-transformed-production` S3 bucket:
+
+```
+cds-data-lake-transformed-production/platform/support/freshdesk/month=YYYY-MM/*.parquet
+```
+
+Additionally, a data catalog table is created in the [`platform_support_production` database](https://github.com/cds-snc/data-lake/blob/6d3aea78d5d5a47d318ca66d37f0d4af6972fca4/terragrunt/aws/glue/databases.tf#L6-L9):
+
+- `platform_support_freshdesk`: Freshdesk ticket data with no PII or user entered information.