Freshservice V2 Connector

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.

Prerequisites

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

• API Key
• Domain

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, Schedulingand Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

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

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.
Embed Details		Fields	Description		---	---		None	Returns the default fields of a ticket.		Assets	Returns the set of associated asset details.		Change	Returns the associated change details.		Conversations	Returns the conversations of a ticket.		Problem	Returns the details of the associated problem.		Related Tickets	Returns the child ticket IDs/parent ticket IDs based on the ticket.		Requester	Returns the requester information.		Stats	Returns the statistics of a ticket.		Tags	Returns the associated tags of a ticket.
Updated Since Date	Select whether the report data is for a specific date or for a relative number of days. - Relative Date: Enter the number of days back from today. - Specific Date: Use the date picker to select a precise date.
Select Specific Date	Select the date for the report using the date selector. The date cannot be before January 1, 2016, and must not be a future date.
Days back	Enter the number of days back relative to today for which you want to receive the data. Use 0 for today, 1 for yesterday, 7 for 7days ago, and so on.
Ticket	Select the Ticket ID. The menu displays the available tickets in the following format: (Ticket ID) Ticket Subject.
Workspace Id	Select the Workspace ID. The menu displays the available workspaces in the following format: WorkspaceId-Workspace Name.
Sublists to be flattened	Enter a comma-separated list of column names to be flattened.

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.

FAQ

What version of the Freshservice API does this connector use?

This connector uses version 2 of the Freshservice API (https://%s.Freshservice.com/api/v2/).

Which endpoint(s) does each report call in this connector?

Report Name** | **Endpoint URL(s)** | | Agents | /agents/ | | AgentGroups | /groups/ | | All Conversations of Ticket | /tickets/{ticketId}/conversations | | All Tickets | /tickets/{ticketId}?include={embedDetails} | | List All Ticket Fields | /ticket\_fields | **What kind of credentials do I need to power up this connector?

To power up Freshservice v2 connector, you need your Freshservice API Key and Subdomain of your Freshservice account where it is hosted.

Can I use the same account multiple times to create datasets?

Yes

How often can the data be updated?

Datasets should be updated once per day only, due to Freshservice’s API call limits.

Are there any API limits that I need to be aware of?

Freshservice allows 1000 API calls per hour.

What's the difference between this connector and the Freshservice connector?

With Freshservice V2, you can pay for a higher access level that increases your API limit.