Freshservice

Connect & Ingest data from Freshservice

Freshservice is a cloud-based IT service management (ITSM) platform by Freshworks. The Sling Freshservice connector extracts data from the Freshservice REST API v2, supporting tickets, agents, requesters, assets, changes, problems, releases, departments, groups, and more.

CLI Pro Required: APIs require a CLI Pro token or Platform Plan.

Setup

The following credentials and inputs are accepted:

Secrets:

• api_key (required) -> Your Freshservice API key

• domain (required) -> Your Freshservice domain (e.g., yourcompany.freshservice.com)

Inputs:

• anchor_date (optional) -> Starting date for first sync of incremental endpoints (ISO 8601 format, e.g., 2024-01-01T00:00:00Z). Defaults to 1 year ago.

Authentication

Freshservice uses HTTP Basic Authentication with your API key:

1. Log in to your Freshservice account at https://yourcompany.freshservice.com

2. Click your profile icon (top right) and select Profile Settings

3. Your API key is displayed under Your API Key

4. If the API key is disabled, ask your account admin to enable it:

   • Go to Admin > Agents and click on the agent

   • Click the Permissions tab

   • Toggle the API key switch to enable it

Note: The API key is used as the username in Basic Auth with X as the password. All requests are made over HTTPS.

Using sling conns

sling conns set FRESHSERVICE type=api spec=freshservice secrets='{ api_key: your_api_key, domain: yourcompany.freshservice.com }'

Environment Variable

See here to learn more about the .env.sling file.

export FRESHSERVICE='{ type: api, spec: freshservice, secrets: { api_key: "your_api_key", domain: "yourcompany.freshservice.com" } }'

Sling Env File YAML

See here to learn more about the sling env.yaml file.

connections:
  FRESHSERVICE:
    type: api
    spec: freshservice
    secrets:
      api_key: "your_api_key"
      domain: "yourcompany.freshservice.com"

Replication

Here's an example replication configuration to sync Freshservice data to a PostgreSQL database:

source: FRESHSERVICE
target: MY_POSTGRES

defaults:
  mode: full-refresh
  object: freshservice.{stream_name}

streams:
  # sync all endpoints
  '*':

Incremental sync for supported endpoints:

source: FRESHSERVICE
target: MY_POSTGRES

defaults:
  object: freshservice.{stream_name}

streams:
  tickets:
    mode: incremental
    primary_key: [id]
    update_key: updated_at
  releases:
    mode: incremental
    primary_key: [id]
    update_key: updated_at
  changes:
    mode: incremental
    primary_key: [id]
    update_key: updated_at
  problems:
    mode: incremental
    primary_key: [id]
    update_key: updated_at
  # Full-refresh only endpoints
  agents:
    mode: full-refresh
  requesters:
    mode: full-refresh
  departments:
    mode: full-refresh
  groups:
    mode: full-refresh
  assets:
    mode: full-refresh
  locations:
    mode: full-refresh
  products:
    mode: full-refresh
  vendors:
    mode: full-refresh
  software:
    mode: full-refresh
  purchase_orders:
    mode: full-refresh
  contracts:
    mode: full-refresh
  roles:
    mode: full-refresh
  asset_types:
    mode: full-refresh
  satisfaction_survey_responses:
    mode: full-refresh

Endpoints

Endpoint	Description	Incremental
tickets	All tickets with stats	Yes
releases	All releases	Yes
changes	All changes	Yes
problems	All problems	Yes
agents	All agents	No
requesters	All requesters	No
departments	All departments	No
groups	All agent groups	No
assets	All assets	No
locations	All locations	No
products	All products	No
vendors	All vendors	No
software	All software applications	No
purchase_orders	All purchase orders	No
contracts	All contracts	No
roles	All roles	No
asset_types	All asset types	No
satisfaction_survey_responses	CSAT responses for tickets	No

To discover available endpoints:

sling conns discover FRESHSERVICE

Incremental Sync

The tickets, releases, changes, and problems endpoints support incremental sync using the updated_since parameter:

• First run: Fetches all records updated within the last year (or since anchor_date if provided)

• Subsequent runs: Only fetches records modified after the last sync timestamp

• Update key: updated_at for all incremental endpoints

All other endpoints run in full-refresh mode since they do not support time-based filtering.

Rate Limiting

The Freshservice API enforces per-plan rate limits (100-500 requests/minute depending on your subscription). The connector automatically:

• Uses conservative rate limiting (1 request/second)

• Retries with exponential backoff on 429 (rate limit) responses, up to 5 attempts

If you are facing issues connecting, please reach out to us at [email protected], on discord or open a Github Issue here.