Freshservice

FreshService provides software designed to assist mid-market IT support teams with customizable task automation, issue and ticket documentation, and records and troubleshooting maintenance. Here's an overview of the capabilities and limitations of the Grow/FreshService integration, along with a description of the reports you can pull from FreshService.

We are no longer actively supporting this integration as of May 8, 2020. If you have previously authenticated this data source, it will still appear in the list of your data sources. We will not be improving this integration further.

Connecting to Freshservice

  1. Click on the Data tab at the top left of the global navigation.

  2. Click on Connections in the Data Library section.

  3. Click on the blue Connect button

  4. Search and select FreshService from the list of data connections.

  5. Enter your domain name (the first section of your FreshService.com URL), as well as your FreshService username and password.

  6. Click Connect.

Data Warehousing

Teamwork Projects is on the Grow Data Warehouse, which we highly recommend you use. For more information about warehousing your data, visit the Data Warehouse Help Article.

Tables

The list of tables available will depend on your unique Teamwork Project. You can expect to see one table per dataset associated with the project ID in your connection. Below is an example:

Other Tables

The following tables are available in Grow.
Note that other tables are not automatically turned on and must be toggled on individually for these tables to be stored.

  • Tickets
  • Problems
  • Changes
  • Releases
  • Requesters
  • Agents
  • Products
  • Vendors
  • Assets
  • Software
  • Departments
  • Solution Categories
  • Announcements

Warehousing Your Data

  1. In the Connections Overview Page, click on your FreshService connection.
    This opens the Connection Details page.
  2. Select the Manage Connection button inside the Connection Details section to open the warehouse table selection flow.
  3. Select the data you want stored in the Data Warehouse and click the Sync & Store button at the bottom of the Manage Connection page.
    This begins the initial population of your warehouse with the tables you defined. Populating your data warehouse for the first time may take a while, sometimes up to several hours.

You may continue working within the app while your data is In Queue or Processing.

If your data source isn't already connected, refer to the Connecting to a Data Source for more details.

Sync Interval

Full Sync

Full sync intervals is 12 hours for Other Tables.

Incremental Sync

Incremental sync is not supported for Other Tables.

To learn more about sync intervals and how to adjust the default settings, please visit the Sync section of the Data Warehouse help article.

Endpoints

Below is a list of the reports you can pull from FreshService, along with a description of the field data available with each report.

  • Agents: Retrieve a list of all agents or details of a specific agent in FreshService. This can include information like the agent's name; email; role; group memberships; and their operational status.
  • Announcements: Fetch details of all announcements or a specific announcement. This includes the content of the announcement; the audience (agents; requesters; or both); and its visibility status.
  • Assets: Access details of all assets or a particular asset within the organization. This typically includes information like asset type; owner; status; and other relevant details such as purchase date; warranty; and associated tickets.
  • Changes: Get details of all change requests or a specific change request. Information might include the change description; status; priority; associated tickets; and approval status.
  • Departments: Retrieve information about all departments or a specific department in the organization. This includes department name; description; and associated users or agents.
  • Problems: Access details of all problem records or a specific problem. This typically includes the problem's description; status; impact; related incidents; and the root cause analysis.
  • Products: Fetch details of all products or a specific product in the product catalog. This can include product name; description; vendor details; and associated assets.
  • Releases: Get information on all release records or a particular release. This includes details like the release title; description; status; associated changes; and rollout plan.
  • Requesters: Retrieve a list of all requesters or details of a specific requester. This includes information like the requester's name; email; department; and any associated tickets.
  • Software: Access details of all software records or a specific software asset. Information might include software name; version; license details; and associated assets.
  • Solution Categories: Fetch details of all solution categories or a specific category in the knowledge base. This includes the category name; description; and associated solution articles.
  • Tickets: Get information on all tickets or a specific ticket. Details typically include the ticket description; status; priority; assignee; requester information; and any related updates or notes.
  • Vendors: Retrieve details of all vendors or a specific vendor. This includes vendor name; contact details; types of products or services provided; and associated contracts or assets.
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