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Freshservice

Freshservice is a comprehensive IT service management (ITSM) platform that helps organizations manage IT support tickets, service requests, and IT operations. The Freshservice API enables integration with service desk workflows, ticket management, and IT service automation.

Freshservice icon

Power end-to-end data operations for your Freshservice API with Nexla. Our bi-directional Freshservice connector is purpose-built for Freshservice, making it simple to ingest data, sync it across systems, and deliver it anywhere — all with no coding required. Nexla turns API-sourced data into ready-to-use, reusable data products and makes it easy to send data to Freshservice or any other destination. With comprehensive monitoring, lineage tracking, and access controls, Nexla keeps your Freshservice workflows fast, secure, and fully governed.

Features

Type: API

SourceDestination

  • Seamless API Integration: Connect to any endpoint as source or destination without coding, with automatic data product creation
  • Visual Composition & Chaining: Build complex integrations using visual templates, chain API calls, and compose workflows with data validation and filtering
  • API Proxy: Expose curated slices of your data securely with a secure and customizable API proxy that validates and transforms data on the fly
  • Request optimization with intelligent batching, retry, and caching to minimize API calls and costs

Prerequisites​

Before configuring your Freshservice credential, ensure you have:

  • A Freshservice account with admin or developer permissions
  • Access to the Freshservice portal for API configuration
  • Understanding of your Freshservice portal URL and API access requirements

For complete information about Freshservice API authentication, see the official Freshservice API documentation.

Important

Keep your API credentials secure and never share them publicly. Your Freshservice credentials provide access to your IT service management data and should be treated as sensitive information.

Authenticate​

Credentials required​

FieldRequiredSecretDescription
Freshservice Portal URL (ex: https://<company>.freshservice.com)YesNoThe freshservice portal for accessing your account. This is usually of the format: https://<company>.freshservice.com)
Username Or API KeyYesNoYour Freshservice username or personal API Key
Password (or dummy string for API Key Access)YesYesYour Freshservice password. If you use the API key for username you can use any set of characters as a dummy password

Create a credential in Nexla​

  1. After selecting the data source/destination type, click the Add Credential tile to open the Add New Credential overlay.

  2. Enter a name for the credential in the Credential Name field and a short, meaningful description in the Credential Description field.

  3. Freshservice supports basic authentication using either your account username and password or a personal API key. Complete the fields below with whichever credentials you have, along with your Freshservice Portal URL.

Freshservice Authentication Methods

Authenticate using your Freshservice username and password or API key for secure access to Freshservice's IT service management platform.

  1. Sign in to your Freshservice portal.
  2. Navigate to **Admin** > **API Settings** in the left sidebar.
  3. Enable **API Access** if it's not already enabled.
  4. Choose one of the following authentication methods:
  5. **Option A: Username and Password**
  6. - Use your Freshservice username and password
  7. - Enter your username in the **Username Or API Key** field
  8. - Enter your password in the **Password** field
  9. **Option B: API Key Authentication**
  10. - Generate a personal API key from **Admin** > **API Settings**
  11. - Enter your API key in the **Username Or API Key** field
  12. - Enter any dummy string (e.g., 'X') in the **Password** field
  13. Enter your **Freshservice Portal URL** in Nexla (e.g., https://yourcompany.freshservice.com).

For enhanced security, we recommend using API key authentication instead of username/password. You can generate a personal API key from Admin > API Settings in your Freshservice portal.

When you save a Freshservice credential, Nexla verifies it by calling the /api/v2/departments endpoint on your portal. If the credential fails to validate, confirm that your Portal URL is correct, API access is enabled in your Freshservice account, and your username/API key and password are correct and have the necessary permissions.

  1. Click the Save button at the bottom of the overlay. The newly added credential will now appear in a tile on the Authenticate screen during data source/destination creation.

Use as a data source​

To create a new data flow, navigate to the Integrate section, and click the New Data Flow button. Select the Freshservice connector tile, then select the credential that will be used to connect to the Freshservice instance, and click Next; or, create a new Freshservice credential for use in this flow.

Endpoint templates​

Nexla provides pre-built templates that can be used to rapidly configure data sources to ingest data from common Freshservice endpoints. Select the endpoint from which this source will fetch data from the Endpoint pulldown menu. Available endpoint templates are listed in the expandable boxes below.

Get All Tickets

Retrieve all tickets (excluding deleted and spam tickets) updated in the last 30 days from your Freshservice service desk. This endpoint is ideal for comprehensive ticket analysis and support operations monitoring.

  • Ticket Details: Includes ticket status, priority, category, and resolution information
  • Automatic Pagination: Handles pagination to retrieve all available tickets
  • Recent Updates: Focuses on tickets updated within the last 30 days for relevance

This endpoint retrieves tickets updated in the last 30 days by default. Use manual configuration if you need to filter tickets by specific criteria such as date range, status, or priority.

Get All Requesters

Retrieve information about all requesters in your Freshservice account with automatic pagination. This endpoint is ideal for user management and requester analytics.

  • Requester Details: Includes contact information, department, and account status
  • Automatic Pagination: Handles pagination to retrieve all available requesters
  • User Management: Provides comprehensive requester profile information

This endpoint retrieves all requesters regardless of status or department. Use manual configuration if you need to filter requesters by specific criteria such as department or active status.

Once the selected endpoint template has been configured, click the Test button to the right of the endpoint selection menu to retrieve a sample of the data that will be fetched. Sample data will be displayed in the Endpoint Test Result panel on the right, allowing you to verify that the source is configured correctly before saving.

Manual configuration​

Freshservice data sources can also be manually configured to ingest data from any valid Freshservice API endpoint, including endpoints not covered by the pre-built templates, chained API calls, or custom request parameters. Select the Advanced tab at the top of the configuration screen, and follow the instructions in Connect to Any API to configure the API method, endpoint URL, date/time and lookup macros, path to data, metadata, and request headers.

Freshservice API endpoints follow the pattern https://yourcompany.freshservice.com/api/v2/{resource} — for example, .../api/v2/tickets, .../api/v2/requesters, or .../api/v2/assets — using your Freshservice portal URL from the credential as the base. Response data is typically nested under a resource-named array such as $.tickets[*], $.requesters[*], or $.assets[*]. Freshservice enforces rate limits that vary by endpoint and account plan; monitor your API usage in the Freshservice portal to avoid throttling.

Once all of the relevant settings have been configured, click the Create button in the upper right corner of the screen to save and create the new Freshservice data source. Nexla will now begin ingesting data from the configured endpoint and will organize any data that it finds into one or more Nexsets.

Use as a destination​

Click the + icon on the Nexset that will be sent to the Freshservice destination, and select the Send to Destination option from the menu. Select the Freshservice connector from the list of available destination connectors, then select the credential that will be used to connect to the Freshservice organization, and click Next; or, create a new Freshservice credential for use in this flow.

Endpoint templates​

Nexla provides pre-built templates that can be used to rapidly configure destinations to send data to common Freshservice endpoints. Select the endpoint to which data will be sent from the Endpoint pulldown menu. Then, click on the template in the list below to expand it, and follow the instructions to configure additional endpoint settings.

Create Tickets

Create new service desk tickets in your Freshservice account. This endpoint is ideal for automated ticket creation and incident management.

  • Ticket Data: Provide ticket details including subject, description, priority, and category
  • Requester Assignment: Assign tickets to specific requesters or departments
  • Custom Fields: Include custom ticket fields and metadata

This endpoint creates new tickets based on the data you provide. Ensure your data matches Freshservice's expected ticket schema for successful creation.

Add Tasks to Ticket

Create new tasks on existing tickets in your Freshservice account. This endpoint is ideal for task management and ticket workflow automation.

  • Task Data: Provide task details including title, description, and due date
  • Ticket Association: Link tasks to specific ticket IDs
  • Task Assignment: Assign tasks to specific agents or teams

This endpoint requires a valid ticket ID in your data. Ensure your dataset includes the ticket ID field for successful task creation.

Create Requesters

Create new requester accounts in your Freshservice account. This endpoint is ideal for user onboarding and account management automation.

  • Requester Data: Provide contact information, department, and account details
  • Account Configuration: Set up requester roles and permissions
  • Contact Information: Include email, phone, and address details

This endpoint creates new requester accounts based on the data you provide. Ensure your data matches Freshservice's expected requester schema for successful creation.

Update Requesters

Modify existing requester profiles in your Freshservice account. This endpoint is ideal for user profile updates and account maintenance.

  • Profile Updates: Update contact information, department, and account settings
  • Requester ID Mapping: Use requester ID to identify which profiles to update
  • Selective Updates: Update only specific fields without affecting others

This endpoint requires a valid requester ID in your data. Ensure your dataset includes the requester ID field for successful updates.

Deactivate Requesters

Deactivate requester accounts in your Freshservice account. This endpoint is ideal for account lifecycle management and user offboarding.

  • Account Deactivation: Deactivate requester accounts without deleting data
  • Requester ID Mapping: Use requester ID to identify which accounts to deactivate
  • Data Preservation: Maintain historical data while preventing new access

This endpoint requires a valid requester ID in your data. Ensure your dataset includes the requester ID field for successful deactivation.

Update Tickets (V1 API)

Update existing tickets using Freshservice's V1 API. This endpoint is ideal for ticket updates and status changes.

  • Ticket Updates: Update ticket status, priority, and other fields
  • V1 API Compatibility: Uses Freshservice's legacy API for specific update operations
  • Bulk Updates: Update multiple tickets based on ticket ID attributes

This endpoint uses Freshservice's V1 API and requires ticket ID attributes in your dataset. Use this for specific update operations that require V1 API compatibility.

Manual configuration​

Freshservice destinations can also be manually configured to send data to any valid Freshservice API endpoint. Select the Advanced tab at the top of the configuration screen, and follow the instructions in Connect to Any API to configure the API method, data format, endpoint URL, request headers, attribute exclusions, record batching, and response webhooks.

Freshservice API endpoints follow the pattern https://yourcompany.freshservice.com/api/v2/{resource} — for example, a POST to .../api/v2/tickets to create a ticket, or a PUT to .../api/v2/tickets/{ticket_id} to update a specific ticket. Freshservice expects JSON request bodies (Content-Type: application/json) and enforces strict data validation, so ensure your Nexset data matches the expected schema for the resource type you're creating or updating.

Save & activate​

Once all endpoint settings have been configured, click the Done button in the upper right corner of the screen to save and create the destination. To send the data to the configured Freshservice endpoint, open the destination resource menu, and select Activate.

The Nexset data will not be sent to the Freshservice endpoint until the destination is activated. Destinations can be activated immediately or at a later time, providing full control over data movement.