Freshservice
Freshservice is a cloud-based IT Service Management platform.
Features
| Feature Name | Supported | Notes |
|---|---|---|
| Capture deletes | check | 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, and VENDOR tables |
| History mode | ||
| Custom data | check | CONTRACT, DEPARTMENT, PROJECT, PROJECT_TASK, PURCHASE_ORDER, TIKET, and SERVICE_USER tables |
| Data blocking | ||
| Column hashing | ||
| Re-sync | check | |
| API configurable | check | API configuration |
| Priority-first sync | ||
| Fivetran data models | ||
| Private networking | ||
| Authorization via API | check |
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_USERUSER_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 |
| NOTE | TICKET/CHANGE/RELEASE/PROBLEM |
| NOTIFY_EMAIL | NOTE |
| TASK | TICKET/CHANGE/RELEASE/PROBLEM |
| TIME_ENTRY | TICKET/CHANGE/RELEASE/PROBLEM |
Schema information
This schema applies to all Freshservice connectors.
To zoom, open the ERD in a new window.