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Freshservice Feeds

Freshservice is Freshworks' cloud-based IT service management (ITSM) platform, providing service desk, incident, problem, change, and release management alongside asset and procurement tracking. The Freshservice Feeds connector is a source-only ELT connector that ingests Freshservice data as a set of feeds through the Freshservice REST API v2. Select from 13 objects — tickets, problems, changes, releases, requesters, agents, locations, products, vendors, assets, purchase orders, software, and departments — and Nexla ingests each selected feed on a schedule, with incremental sync available for tickets, problems, changes, and releases.

Freshservice Feeds icon

Power end-to-end data operations for your Freshservice Feeds API with Nexla. Our bi-directional Freshservice Feeds connector is purpose-built for Freshservice Feeds, 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 Feeds or any other destination. With comprehensive monitoring, lineage tracking, and access controls, Nexla keeps your Freshservice Feeds 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​

The Freshservice Feeds connector authenticates with HTTP Basic Authentication against the Freshservice REST API v2. Per Freshservice's API documentation, you can authenticate with either your Freshservice username and password or, preferably, a personal API key — when using an API key, the key is supplied as the username and any non-empty string serves as the password.

Before creating a credential in Nexla, gather the following:

Your Freshservice portal URL​

Your Freshservice account is accessed through a portal URL of the format https://<company>.freshservice.com, where <company> is your organization's Freshservice subdomain. Note the full URL — Nexla uses it as the base for all API requests.

Your Freshservice API key​

To find your API key:

  1. Sign in to your Freshservice support portal.

  2. Click your profile picture (or initial) in the top-right corner and select Profile settings.

  3. On the right side of the Profile settings page, below the Delegate Approvals section, complete the CAPTCHA if one is shown. Your API key is then displayed.

  4. Copy the API key and store it securely.

If the Profile settings page indicates that your API key is disabled, API key access is controlled by an account-level security setting — contact your Freshservice account administrator to enable it. The API key inherits the permissions of your Freshservice user account, so the account must have access to the modules (tickets, assets, purchase orders, and so on) that you plan to ingest.

For more information, see the Freshservice API documentation and the Freshservice support article Where do I find my API key?.

Authenticate​

Credentials required​

Authenticate using your Freshservice username and password or personal API Key

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 KeyYesYesYour 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 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.

    Resource descriptions are recommended but are not required. Use them to identify the Freshservice account or access level represented by this credential.

  3. Enter your Freshservice portal URL in the Freshservice Portal URL field, in the format https://<company>.freshservice.com.

  4. Enter your Freshservice API key (recommended) or your Freshservice username in the Username Or API Key field.

  5. Enter your Freshservice password in the Password (or dummy string for API Key Access) field. If you entered an API key in the previous field, enter any set of characters as a dummy password.

  6. Click the Save button at the bottom of the overlay. Nexla validates the credential against your Freshservice account, and the newly added credential will now appear in a tile on the Authenticate screen during data source creation and can be selected for use with Freshservice Feeds flows.

Use as a data source​

How This Connector Works​

The Freshservice Feeds connector is a source-only, multi-feed ELT connector. Rather than configuring one endpoint at a time, you select the Freshservice objects you want from a single catalog of feeds, and Nexla ingests each selected object as its own feed from the Freshservice REST API v2.

  • Discovery: When you create the source, Nexla discovers the feeds available from your Freshservice account and presents them for selection.

  • Sync strategies: Each feed is ingested with one of three strategies, depending on the object:

    • Full Refresh — every run reads the complete current set of records for the object, following Freshservice's page-based pagination.
    • Incremental Sync — available for Tickets, Problems, Changes, and Releases. Each run fetches only records updated since the configured lookback window, using the Freshservice updated_since filter.
    • Full Refresh | Single Page — used for feeds that do not support pagination (Departments), reading the object in a single request.

  • Lookback time: For feeds that support incremental sync, the Incremental Syncs: Lookback Time setting controls how far back each run looks for updated records. The default is {now-1}; values such as {now} or {now - 1} are recommended.

  • Primary key: The id field is used as the primary key to uniquely identify the records in each feed.

  • Parallel ingestion: Selected feeds are ingested in parallel, so a single source can pull many Freshservice objects on the same schedule.

Create a New Data Flow​

  1. To create a new data flow, navigate to the Integrate section, click the New Data Flow button, select the ELT flow type, and click Create.

  2. Select the Freshservice Feeds connector tile from the list of available connectors. Then, select the credential that will be used to connect to Freshservice and click Next; or, create a new Freshservice Feeds credential for use in this flow. The credential supplies the Freshservice portal URL, so use the credential that matches the account you want to ingest from.

Select the Objects to Ingest​

After authenticating, Nexla lists the Freshservice objects available from the connector. Select one or more of the following 13 objects to ingest. Each selected object becomes its own feed and is synced on the configured schedule.

  • Tickets — Service desk tickets. Supports incremental sync.
  • Problems — Problem records. Supports incremental sync.
  • Changes — Change records. Supports incremental sync.
  • Releases — Release records. Supports incremental sync.
  • Requesters — Requester (end-user) records.
  • Agents — Service desk agents.
  • Locations — Locations defined in the account.
  • Products — Products in the asset catalog.
  • Vendors — Vendor records.
  • Assets — Assets tracked in the account.
  • Purchase Orders — Purchase order records.
  • Software — Software (application) records.
  • Departments — Departments defined in the account. Read as a single page.

Freshservice API responses are paginated. Nexla pages through each feed automatically (100 records per page) while reading, so each run ingests all available pages for the selected objects.

Schedule and Activate​

  • Use the default sync schedule or adjust the schedule in the source settings before activating the flow. On each run, every selected feed is synced using its full-refresh or incremental strategy, and incremental feeds apply the configured lookback time.

Reference​

For object schemas, field definitions, and additional detail on each Freshservice endpoint, see the Freshservice API v2 reference.