Connectors → Freshservice

About Freshservice

Freshservice is a cloud information technology service desk solution that provides incident management, asset management, release management, and service catalog features.

Freshservice Connector

With the Freshservice connector, you can ingest data that the Freshservice API exposes into Incorta for descriptive, diagnostic, explorative, and predictive analysis. The connector utilizes the Freshservice Application Programming Interface (API), a REpresentational State Transfer (REST) API.

For example, using the Freshservice connector and Incorta, you can easily analyze ticket and asset data in order to monitor service desk performance and improve service delivery.

The Freshservice connector supports the following Incorta specific functionality:

FeatureSupported
Chunking
Data Agent
Encryption at Ingest
Incremental Load
Multi-Source
OAuth
Performance Optimized
Remote
Single-Source
Spark Extraction
Webhook Callbacks

Freshservice API

The Freshservice connector support two versions of the Freshservice API:

Recommendation

For Release 4.4 and higher, Incorta recommends using the Freshservice API v2.

As a REST API, a HTTP requests may retrieve table metadata or transactional data. Data is in JavaScript Object Notation (JSON) format. JSON may contain key values, nested objects, and object arrays.

The Freshservice API does not support the dynamic discovery of entities and fields. It is not possible to select specific fields or write advanced queries.


Steps to connect Freshservice and Incorta

To connect Freshservice and Incorta, here are the high level steps, tools, and procedures :

Create an external data source

Here are the steps to create a external data source with the Freshservice connector:

  • Sign in to the Incorta Direct Data Platform.
  • In the Navigation bar, select Data.
  • In the Action bar, select + NewAdd Data Source.
  • In the Choose a Data Source dialog, in Application, select Freshservice.
  • In the New Data Source dialog, specify the applicable connector properties for the selected API version.
  • To test, select Test Connection.
  • Select Ok to save your changes.

Freshservice connector properties

Here are the properties for the Freshservice connector that are common to both API v1 and API v2:

PropertyControlDescription
Data Source Nametext box
Domaintext box
Authentication Typedrop down list
    •  Email/Password
    •  API Token
Emailtext boxEmail/Password authentication only
Passwordtext boxEmail/Password authentication only
Tokentext box
    •  API Token authentication only
    •  Use Personal API key
API Versiondrop down listv2 for Incorta Release 4.4 and higher
Custom Date Formatstext boxSpecify any Custom date formats
Custom date formats

The Freshservice API v1 and v2 support the following custom date formats:

YYYY-MM-DD
YYYY-MM-DDTHH:MM
YYYY-MM-DDTHH:MMZ
YYYY-MM-DDTHH:MM:SS
YYYY-MM-DDTHH:MM:SSZ
YYYY-MM-DDTHH:MM:SS±hh:mm
YYYY-MM-DDTHH:MM:SS±hh
YYYY-MM-DDTHH:MM:SS±hhmm

Formats without the time zone are assumed to be in UTC. Here are some format examples for datefields:

2016-02-15T21:16:25Z
2012-12-24T12:56:15+05:30
2010-03-23T12:00

Freshservice connector properties API v2

Here are the additional properties for the Freshservice API v2:

Warning

Ticket Stats and Ticket Requester will consume additional Freshservice API credits.

PropertyControlDescription
Include Ticket StatstoggleIncludes:
    •  Closed At
    •  Resolved At
    •  First Responded At Time
Include Ticket RequestertoggleIncludes:
    •  Name
    •  Email
    •  Mobile
    •  Phone

Create a schema with the Schema Wizard

Here are the steps to create a Freshservice schema with the Schema Wizard:

  • Sign in to the Incorta Direct Data Platform.
  • In the Navigation bar, select Schema.
  • In the Action bar, select + NewSchema Wizard
  • In (1) Choose a Source, specify the following:
    • For Enter a name, enter the schema name.
    • For Select a Datasource, select the Freshservice external data source.
    • Optionally create a description.
  • In the Schema Wizard footer, select Next.
  • In (2) Manage Tables, in the Data Panel, first select the name of the Data Source, and then check the Select All checkbox.
  • In the Schema Wizard footer, select Next.
  • In (3) Finalize, in the Schema Wizard footer, select Create Schema.

Create a schema with the Schema Designer

Here are the steps to create a Freshservice schema using the Schema Designer:

  • Sign in to the Incorta Direct Data Platform.
  • In the Navigation bar, select Schema.
  • In the Action bar, select + NewCreate Schema.
  • In Name, specify the schema name, and select Save.
  • In Start adding tables to your schema, select Freshservice.
  • In the Data Source dialog, specify the Freshservice table data source properties.
  • Select Add.
  • In the Table Editor, in the Table Summary section, enter the table name.
  • To save your changes, in the Action bar, and select Done.

Freshservice table data source properties

For a schema table in Incorta, you can define the following Freshservice specific data source properties as follows:

PropertyControlDescription
Typedrop down listDefault is Freshservice.
Data Sourcedrop down listSelect the Freshservice external data source.
Tabledrop down listChoose the Freshservice table to add to the schema.
Filtertext boxSpecify a Ticket filter
CallbacktoggleEnables Callback URL field
Callback URLtext boxSpecify URL
Ticket filters

Here are the available filters for the Ticket table:

FilterDescription
new_and_my_openReturns new and open tickets for the agent whose credentials were used to make this API call.
watchingReturns the tickets being watched by the agent whose credentials were used to make the API call.
spamReturns tickets marked as spam.
deletedReturns deleted tickets.

View the schema diagram with the

Here are the steps to view the schema diagram using the Schema Diagram Viewer:

  • Sign in to the Incorta Direct Data Platform.
  • In the Navigation bar, select Schema.
  • In the list of schemas, select the Freshservice schema.
  • In the Schema Designer, in the Action bar, select Diagram.

Freshservice schema diagram

The following is an example schema for an external data source that utilizes the Freshservice connector:

Load the schema

Here are the steps to perform a Full Load of the Freshservice schema using the Schema Designer:

  • Sign in to the Incorta Direct Data Platform.
  • In the Navigation bar, select Schema.
  • In the list of schemas, select the Freshservice schema.
  • In the Schema Designer, in the Action bar, select LoadLoad NowFull.
  • To review the load status, in Last Load Status, select the date.

Explore the schema

With the full load of the Freshservice schema complete, you can use the Analyzer to explore, the schema, create your first insight, and save the insight to a new dashboard.

To open the Analyzer from the schema, follow these steps:

  • In the Navigation bar, select Schema.
  • In the Schema Manager, in the List view, select the Freshservice .
  • In the Schema Designer, in the Action bar, select Explore Data.