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Intro

Freshservice is a cloud-based service desk and IT service management (ITSM) solution. It helps IT organizations streamline their service delivery processes with a strong focus on user experience and employee happiness. Use Domo’s Freshservice V2 connector to receive data about agents, agent groups, all tickets, conversions on tickets, and so on. To learn more about the Freshservice API, visit their page (http://api.Freshservice.com/). You connect to your Freshservice V2 account in the Data Center. This topic discusses the fields and menus that are specific to the Freshservice V2 connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

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Prerequisites

To connect to your Freshservice V2 account and create a DataSet, you must have the following:
  • API Key
  • Domain

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Connecting to Your Freshservice V2 Account

This section enumerates the options in the Credentials and Details panes in the Freshservice V2 Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

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Credentials Pane

This pane contains fields for entering credentials to connect to your Freshservice account. The following table describes what is needed for each field:
Field Description
API Key

The API Key associated with your Freshservice V2 account.

1) Login to your Support Portal.
2) Select your profile picture on the top right corner of your portal.
3) Go to the Profile settings Page. Your API key will be available below the Delegate Approvals section to your right.

Domain The subdomain your account is hosted on. For example, if you log in at domo.Freshservice.com , you would just enter “domo” in this field. You MUST have SSL enabled on your domain.
Click Connect (or select Add Account if you have existing Freshservice V2 accounts in Domo). Once you have entered valid Freshservice V2 credentials, you can use the same account any time you go to create a new Freshservice V2 DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors

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Details Pane

This pane contains a single menu from which you select a Freshservice V2 report.

Menu

Description

Report

Select the Freshservice V2 report you want to run. The following reports are available:

Agents

Returns information about all agents

AgentGroups

Returns information about agent groups.

All Conversations of Ticket

Returns all conversations of a ticket.

All Tickets

Returns all tickets that have been updated since the selected date.

List All Ticket Fields

Returns a list of all ticket fields.

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Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.

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FAQs

This connector uses version 2 of the Freshservice API (https://%s.Freshservice.com/api/v2/).
Report NameEndpoint URL(s)
Agents/agents/
Agent Groups/groups/
All Conversations of Ticket/tickets/{ticketId}/conversations
All Tickets/tickets/{ticketId}?include={embedDetails}
List All Ticket Fields/ticket_fields
To power up Freshservice v2 connector, you need your Freshservice API Key and Subdomain of your Freshservice account where it is hosted.
Yes
Datasets should be updated once per day only, due to Freshservice’s API call limits.
Freshservice allows 1000 API calls per hour.
With Freshservice V2, you can pay for a higher access level that increases your API limit.