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Freshservice Destination

Overview​

The Freshservice connector provides powerful data delivery capabilities for creating tickets, managing requesters, and updating IT service management resources. You can choose from pre-configured endpoint templates for common use cases or manually configure custom endpoints for specific data requirements.

Prerequisites​

Before creating a Freshservice destination, ensure you have:

  • A configured Freshservice credential (see Freshservice Authorization)
  • Understanding of Freshservice's data structure and API endpoints
  • Appropriate permissions for the Freshservice resources you want to create or update

For complete information about Freshservice's API capabilities, see the official Freshservice API documentation.

Endpoint Templates​

The following pre-configured endpoint templates are available for common Freshservice data delivery scenarios:

  • Create Tickets: Create new service desk tickets
  • Add Tasks to Ticket: Create tasks on existing tickets
  • Create Requesters: Create new requester accounts
  • Update Requesters: Modify existing requester profiles
  • Deactivate Requesters: Deactivate requester accounts
  • Update Tickets (V1 API): Update tickets using Freshservice V1 API

Create Tickets​

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​

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 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​

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 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 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​

If the pre-configured templates don't meet your needs, you can manually configure custom Freshservice API endpoints.

API Method​

Select the HTTP method for your API request:

  • POST: For creating new resources (most common for Freshservice destinations)
  • PUT: For updating existing resources
  • DELETE: For deactivating or removing resources

Data Format​

Configure how your data will be formatted for Freshservice API consumption:

  • JSON: Most common format for Freshservice API (recommended)
  • Form Data: For specific Freshservice endpoints that require form encoding

JSON Configuration:

  • Content-Type: application/json
  • Data Structure: Ensure your data matches Freshservice's expected schema

API Endpoint URL​

Configure the complete Freshservice API endpoint URL:

  1. Base URL: Use your Freshservice portal URL from your credential (e.g., https://yourcompany.freshservice.com)
  2. API Path: Specify the Freshservice API resource you want to create or update (e.g., api/v2/tickets, api/v2/requesters)
  3. Resource ID: For updates, include the specific resource ID in the URL path

Example URLs:

  • https://yourcompany.freshservice.com/api/v2/tickets - Create new tickets
  • https://yourcompany.freshservice.com/api/v2/requesters - Create new requesters
  • https://yourcompany.freshservice.com/api/v2/tickets/{ticket_id} - Update specific ticket

Request Headers​

Configure additional HTTP headers for API customization:

  • Authorization: Automatically handled by Nexla using your Freshservice credential
  • Content-Type: Usually application/json for Freshservice API
  • Accept: Specify response format (e.g., application/json)

Example headers:

Content-Type: application/json
Accept: application/json

Exclude Attributes​

Filter out unnecessary data fields before sending to Freshservice:

  • Field Names: Specify exact field names to exclude
  • Pattern Matching: Use wildcards for multiple fields (e.g., temp_*, debug_*)
  • Nested Fields: Use dot notation for nested field exclusion (e.g., metadata.debug)

Record Batching​

Configure how multiple records are grouped for efficient API calls:

  • Batch Size: Number of records per API call (Freshservice typically handles single records)
  • Batch Method: How to handle multiple records (usually individual API calls)
  • Error Handling: How to handle failures in batched operations

Testing Your Configuration​

After configuring your Freshservice destination:

  1. Test Connection: Verify that Nexla can successfully connect to Freshservice
  2. Validate Data Format: Ensure your data matches Freshservice's expected schema
  3. Test Record Creation: Send a test record to verify the endpoint works
  4. Check Permissions: Ensure your credential has the necessary permissions for the operations

Freshservice has strict data validation requirements. Ensure your data matches the expected schema for the resource type you're creating or updating.

Important

Always test your Freshservice destination with appropriate permissions. Ensure your credential has access to create or update the specific Freshservice resources you're targeting.