Freshservice
Freshservice is a cloud-based IT Service Management platform.
Features
| Feature Name | Supported | Notes |
|---|---|---|
| Capture deletes | ANNOUNCEMENT, ASSET_TYPE, CONTRACT, CONTRACT_TYPE, DEPARTMENT, DEPARTMENT_DOMAIN, LOCATION, PRODUCT, PROJECT, PROJECT_MEMBERSHIP, PROJECT_SPRINT, PROJECT_TASK, PROJECT_TASK_PRIORITY, PROJECT_TASK_STATUS, PROJECT_TASK_TYPE, PROJECT_VERSION, PURCHASE_ORDER, PURCHASE_ORDER_ITEM, ROLE, SERVICE_CATEGORY, SERVICE_GROUP, SERVICE_ITEM, SERVICE_USER, SOFTWARE, SOFTWARE_INSTALLATION, SOFTWARE_LICENSE, SOFTWARE_RELATIONSHIP,SOFTWARE_USER, SOLUTION_ARTICLE, SOLUTION_CATEGORY, SOLUTION_FOLDER, VENDOR, and WORKSPACE tables | |
| History mode | ||
| Custom data | ASSET, CHANGE, CONTRACT, DEPARTMENT, PROJECT, PROJECT_TASK, PURCHASE_ORDER, TICKET, TICKET_ITEM, and SERVICE_USER tables | |
| Data blocking | ||
| Column hashing | ||
| Re-sync | ||
| Row filtering | ||
| API configurable | API configuration | |
| Priority-first sync | ||
| Fivetran data models | ||
| Private networking | ||
| Authorization via API |
Supported deployment models
We support the SaaS Deployment model for the connector.
Setup guide
Follow our step-by-step Freshservice setup guide to connect Freshservice with your destination using Fivetran connectors.
Sync overview
To capture new records, we re-import some of the tables once a day.
Expand to see the list of these tables.
AGENT_DEPARTMENTAGENT_ROLEASSET_TYPEANNOUNCEMENTCONTRACTCONTRACT_TYPELOCATIONPROJECTPROJECT_MEMBERSHIPPROJECT_SPRINTSPROJECT_TASKPROJECT_TASK_STATUSPROJECT_TASK_PRIORITYPROJECT_TASK_TYPEPROJECT_VERSIONPRODUCTPURCHASE_ORDERPURCHASE_ORDER_ITEMROLESERVICE_CATEGORYSERVICE_ITEMSERVICE_USERSOLUTION_ARTICLESOLUTION_CATEGORYSOLUTION_FOLDERSOFTWARESOFTWARE_INSTALLATIONSOFTWARE_LICENSESOFTWARE_RELATIONSHIPSOFTWARE_USERSLA_POLICYSLA_POLICY_ESCALATIONSLA_POLICY_TARGETUSER_GROUPVENDOR
We also re-import the following tables:
DEPARTMENTDEPARTMENT_DOMAINSERVICE_GROUP
We also incrementally sync the following tables:
ASSETASSET_COMPONENTCHANGEPROBLEMRELEASETICKET
General sync limitation
Since the Freshservice does not explicitly provide information about changes to Associated entities, we can only update the values that we receive during the incremental sync of the parent entity associated with the corresponding object. During sync, we first call the endpoint of the parent object. Then, as the next sync steps, we call all the endpoints corresponding to associated entities that reference this parent object. For example, we incrementally sync the TICKETS entity where we fetch records whose updated_at field value is newer than the cursor of the last sync. After that, based on the id field value, we update the associated TASKS records through the /api/v2/tickets/[id]/tasks endpoint.
The following table lists the Associated entities and their Parent entities:
Associated and Parent entities
| ASSOCIATED ENTITIES | PARENT ENTITIES |
|---|---|
| ASSOCIATED_ASSET | CHANGE/RELEASE/PROBLEM |
| ASSOCIATED_ATTACHMENT | CONVERSATION |
| ASSOCIATED_CHANGE | CHANGE/RELEASE |
| CONVERSATION | TICKET |
| CSAT_RESPONSE | TICKET |
| CSAT_SURVEY_RESPONSE | CSAT_RESPONSE |
| NOTE | TICKET/CHANGE/RELEASE/PROBLEM |
| NOTIFY_EMAIL | NOTE |
| RELATED_TICKET | TICKET |
| SLA_POLICY_ESCALATION | SLA_POLICY |
| SLA_POLICY_TARGET | SLA_POLICY |
| TICKET_APPROVAL | TICKET |
| TASK | TICKET/CHANGE/RELEASE/PROBLEM |
| TIME_ENTRY | TICKET/CHANGE/RELEASE/PROBLEM |
CSAT response sync
The CSAT_RESPONSE and CSAT_SURVEY_RESPONSE tables follow a different sync approach than the other associated entities described above. Freshservice doesn't update the parent ticket's updated_at field when a customer submits a CSAT survey response, so the standard incremental cursor can't detect new responses.
Instead, Fivetran fetches a CSAT response when we sync a resolved or closed ticket, including during the historical sync. Once a day, we also check for a CSAT response for every resolved or closed ticket updated since 30 days before the previous daily check. This lookback accounts for the default period during which the survey link remains active after a ticket is resolved or closed.
If your Freshservice account doesn't allow access to CSAT responses, we skip both tables for the current sync and show a warning in your Fivetran dashboard. To load historical CSAT responses after access is granted, trigger a historical re-sync of your connection.
Schema information
This schema applies to all Freshservice connections.
See the Freshservice ERD in table format | Freshservice ERD as Markdown