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:

Feature	Supported
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 supports two versions of the Freshservice API:

Recommendation

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
Create a schema with the Schema Wizard
or, Create a schema with the Schema Designer
Load the schema
Explore the schema

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 + New → Add 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:

Property	Control	Description
Data Source Name	text box
Domain	text box
Authentication Type	drop down list	● Email/Password ● API Token
Email	text box	Email/Password authentication only
Password	text box	Email/Password authentication only
Token	text box	● API Token authentication only ● Use Personal API key
API Version	drop down list	v2 for Incorta Release 4.4 and higher
Custom Date Formats	text box	Specify 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.

Property	Control	Description
Include Ticket Stats	toggle	Includes: ● Closed At ● Resolved At ● First Responded At Time
Include Ticket Requester	toggle	Includes: ● 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 + New → Schema 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 + New → Create 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:

Property	Control	Description
Type	drop down list	Default is Freshservice.
Data Source	drop down list	Select the Freshservice external data source.
Table	drop down list	Choose the Freshservice table to add to the schema.
Filter	text box	Specify a Ticket filter
Callback	toggle	Enables Callback URL field
Callback URL	text box	Specify URL

Ticket filters

Here are the available filters for the Ticket table:

Filter	Description
`new_and_my_open`	Returns new and open tickets for the agent whose credentials were used to make this API call.
`watching`	Returns the tickets being watched by the agent whose credentials were used to make the API call.
`spam`	Returns tickets marked as spam.
`deleted`	Returns 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 Load → Full Load.
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: